Message from the Chairman

Hallo everybody,
The “Annual Report”  this year makes great reading – it shows to the  public whom we serve – in whatever role, the benefit  to that same public, the results in either picking up the telephone calling  at the entrance door or “dropping in” on our web-page. I have set out below what the Kingston C.A.B. has achieved – and continues to achieve:

What service do we offer to our clients?

• When a resident feels that the C.A.B. can help them, the main point of “first contact” is the telephone; when they “ring in” they are given a Gateway Assessment which helps us to work out if they need to see a Generalist Caseworker, a Specialist, or someone from a “partner agency” so often, we can answer their query there-and-then.
• We also have a drop-in Reception and Information Centre with weekday access to a wide range of self-help materials – including internet access to specific web-sites. For instance, clients can pick up a self help debt pack, or do a quick check online of their benefit on “entitlement”, find out how to get their rental deposit back, or where to get advice about consumer problems, and how to find a local solicitor
• We run sessions at the Court for people being re-possessed, also at the University which  students can seek advice, also at Chessington and New Malden for people who live or work in those areas and are unable for any reason to travel to the Kingston C.A.B
• Since we started the Reception and Information Centre – about a year ago, we have helped about 100 more people per month and I am sure this will grow – benefitting more residents.
• The KCAB staff monitor the service to our clients, and their findings are that 97% of our clients were ‘very happy ‘or ‘fairly happy’ with the Service, and, 99% would use the service again and importantly, recommend the Service to others – a ringing endorsement!
• 94% of clients said the information we gave was useful and 97% were clear about what they needed to do next
• 88% said that CAB had made a difference to them
• In the past year we achieved £1.2million  worth of financial gains for clients - £3 back to the local economy for every £1 in Council Grant..

How do we decide what to do ?

• The Trustee Board makes decisions - which are in the form of the “Business Development Plan” and the paid-team implement the decisions, with monthly support from the Executive Committee -who review progress, and encourage on-going work and prepare reports for the Trustee Board.

• Cit A also play a critical role in giving us guidance, examples of good practice, templates etc.

• We have now incorporated Local Authority performance indicators – (called Local Area Agreement PIs) – in our business plan, so that we can demonstrate to the funder how we help them to deliver their objectives.

• This work has a greater priority than in the past, and we need new skills to ensure that we are safeguarding the future of the service

No room for complacency:

In our survey, 100% of clients stated that their enquiry was urgent and a high proportion (48% ) found it difficult to contact us. Although it is disappointing, this is not surprising as we know that there is massive un-met demand for our service, despite staff (paid and volunteers) working at full capacity. Records show that about 300 phone calls per week go unanswered, and there is a constant stream of people dropping into Reception who cannot make use of the self-help materials, but need additional assistance.

This un-met need exists in spite of significant increases in access for clients, and major changes in how we support clients to ensure we have as effective systems as possible…We will take these points on board when making plans for our future service delivery..

On behalf of the Trustees and staff, I again express my thanks to Members and Officers – without whose support, there would not be a Citizens Advice Bureaux in the Royal Borough. Speaking of Officers of the Council, I would again make special mention of Gill Pennington our “Link” with the Borough. I have met Gillian on a number of occasions, and have been so impressed with her interest in the work of K.C.A.B. and her enthusiasm; to Gill, my thanks.

Once again I thank my fellow Trustees for bringing to the Bureaux their expertise and enthusiasm; and, take this opportunity on behalf of the Trustees - and our Clients. I thank all the staff and volunteers who every day, deal effectively with the myriad of anxieties which residents seeking guidance, bring to the Bureaux. Finally, I thank our Chief Executive Pippa Mackie for her inspirational leadership to the team – and guidance to both me and my fellow Trustees.

Peter C. Gray: Chairman