Annual Review & Impact Statement 2019-2020

Annual Review & Impact Statement 2019-2020

Welcome to the 2019-2020 Impact Report! If we thought that things had been difficult for older people in the last few years, then the latter part of this financial year came with a fresh new challenge. COVID-19 came to change the way we work with our clients, and turn the world on it's head! However, even in these strange times, our strategic objectives - to tackle loneliness, isolation and poverty, alongside helping older people build their resilience, have never felt more pertinent, nor more important. Our Board of Trustees John Ellis Vicky Tassell Mousumi Basu Mary Compton Jenny Wiles 1 Age UK Hertfordshire Impact Report 2020

Overview of 2019-2020 2019-2020 has already been an Our Active Ageing Service saw Hertfordshire to improve their wellbeing and develop their resilience. remarkable year for Age UK nearly 14,000 attendances at our All of our staff have worked with amazing passion and commitment, Hertfordshire, for a number of reasons. clubs. Our Help in the Home Service and we've once again been supported by an exceptional group of volunteers. After five consecutive years obtaining provided 80,000 hours of support for As always, we want to thank everyone for their support. over £6m in unclaimed benefits for our clients. We are writing this whilst in 'lockdown', older people, this is the first year we something none of us could have foreseen at the start of 2020. Our staff broke the £7m barrier with a fantastic Our Visiting Scheme continued to and volunteers have responded brilliantly to the crisis, working from £7.2m worth of unclaimed benefit provide much needed companionship home, with new technology and trialing new ways to support our clients and entitlements for Hertfordshire to more than 400 clients each week ensure they have been kept safe and cared for - we live in very interesting residents!! Our Information & Advice and our InTouch Team grew to three times! Wish us good fortune as we navigate the year ahead, working Team managed to claim a huge £101k members of staff - just in time to swiftly and thoughtfully to re-imagine our services and to provide support of backdated pension entitlements for provide the additional emotional when older people in Hertfordshire need us. one of our clients - another record! support that is now so urgently needed, due to the impact of COVID- Our Community Engagement Team 19. worked with a student filmmaker, and a volunteer filmmaker to create our first Our partnership work is flourishing - series of promotional videos, the Nutrition & Dietetics Service is highlighting the support, the fun and the developing brilliantly; Hertswise camaraderie our servies provide; and (Dementia Support) has been they raised awareness of AUKH at contracted for a further two years and events as diverse as Rock at the Castle the Hospital & Community and Rotary Club meetings. Navigation Service has supported over 8,500 vulnerable people across Age UK Hertfordshire Impact Report 2020 2

The Difference We Made 2019-2020 7% 9,338 clients supported 59,370 contacts made 1% 10% 99% 90% 57%43% 93% 57% of clients l99i%ve locally are over906% 5 are female state that the93%y have a long term disability 853 carers supported 2,293 club attendances 6,678 new clients 11,276 referrals received 3 Age UK Hertfordshire Impact Report 2020

Social Value Social Value can be described as the additional value, or the public benefit, created by a service, on top of the direct value it provides to the service user. Age UK Hertfordshire, through its strategic objectives, strives to help improve the lives of older people across Hertfordshire and prevent the need for statutory services for as long as possible, thus creating social value. We also create social value from the increased health and wellbeing benefits brought about by volunteering. By supporting people to remain independent, and in their own homes for longer, our Help in the Home cleaning services provide £29,040,044 worth of social value. The benefits of building supportive relationships creates a social value of £10,965,407. Attending our Day Centres can be valued at £5,050,224. The impact of having regular social contact, saves the state £1,357,456. During 2019-2020, over 500 volunteers worked for us across a range of services. Volunteers themselves benefit from improved life satisfaction and improved physical health. It is estimated that this improved Health and Wellbeing saves the public purse a minimum of £534,007 per annum. Age UK Hertfordshire Impact Report 2020 4

Information & Advice Our award nominated, quality assured Information & Advice Service continues to be incredibly busy, with staff working ever harder to try and keep up with the demand. The service regularly receives more than 500 phone calls a week as well as over 200 emails. £7.2m 73,000 1,700 1,000 raised in unclaimed enquiries dealt with by people supported via Lasting Power of benefit entitlements for the staff and volunteers home visits Attorneys completed older people in Hertfordshire Due to their hard work, the team have also been shortlisted for the Chamber of Commerce Inspiring Herts Community Champion Award. \"Thank you so much for calling me back I really appreciate it, it has really made my day!\" 5 Age UK Hertfordshire Impact Report 2020

Befriending Service \"My lady who Our popular Befriending Service 53,000 rings me has matches volunteers with people made such a looking for some company hours of home visiting difference to my throughout Hertfordshire. This support was provided by year we supported more than 400 volunteers to people to life.\" people each week. The service is combat loneliness a lifeline for many clients, creating meaningful 7,500 connections that can last for years. telephone calls made by our Telephone Club Our Telephone Befrienders Volunteers provide more than 3,600 hours of telephone support each year, supporting more than 150 clients each week. Age UK Hertfordshire Impact Report 2020 6

InTouch The need for our InTouch 4,600 Telephone Support Service continues to grow. Our small issues were resolved by team is growing, providing our InTouch Team emotional support to those experiencing a crisis, often 2,600 related to bereavement or health conditions. people were supported, experiencing \"Thank you for the support you have challenging life events given, it is a real lifeline for me.\" 7 Age UK Hertfordshire Impact Report 2020

Active Ageing Our Active Ageing Clubs run throughout Hertfordshire and include a specialist Dementia Day Centre, Chalmers Court, in Rickmansworth and our Clitheroe Health & Wellbeing Centre, in South Oxhey. Our 18 Clubs aim to build resilience in their members through activities, exercise and a chance to chat and laugh with other clients - creating a fun, friendly and supportive community. \"You are all so wonderful and caring, making every effort for us, nothing is too much for you all.\" 14,000 500 400 100 attendances at our 'Men in Sheds' sports and exercise outings for our clients Lunch Clubs and Day attendances at our sessions Centres popular sessions Age UK Hertfordshire Impact Report 2020 8

Help in the Home Our Help in the Home Service is designed to help you, or your loved one, remain independent. Our Home Helpers are more than 'just cleaners!'. They go through a rigorous screening process and receive additional training to support older people in their homes. \"I am so grateful for my lovely Home Helper, I don't know what I would do without her.\" 80,000 44,000 1,400 300 hours of support visits were made to people were supported new clients provided people 9 Age UK Hertfordshire Impact Report 2020

Volunteering Our volunteers continue to be at 83,643 the heart of all that we do at Age \"It is a warm feeling UK Hertfordshire. This year we hours of support were knowing that you have had over 500 volunteers given by our volunteers have improved providing additional support to all someone’s day by of our services (excl. Help in the The social value of the Home) support given by our doing something so volunteers is little.\" Enquiries about volunteering for us increased this year, with a £828,066 13% rise in the number of new starters. We've updated our induction process and updated how we support and supervise our volunteers, as well as creating, and responding to, volunteer satisfaction surveys. Age UK Hertfordshire Impact Report 2020 10

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Partnership Working We work in partnership with some wonderfully caring organisations in Hertfordshire providing indispensable services for the people who need us. We're so proud of the work that we deliver alongside our partners. The Hospital & Community Navigation Service, Hertswise and the Nutrition & Dietetics Service, all add value to our services and create links that help our clients and local communities. \"The future is always changing and it's great to collaborate with partners, to find new ways of providing the best services we can, to the people who need us most.\" 13 Age UK Hertfordshire Impact Report 2020

Hertswise 28,000 Our Hertswise partnership gets stronger and stronger, contacts made through reaching nearly 4,000 people this year. We are regularly one-to-one sessions and expanding and developing new ways of working and group activities raising awareness of dementia and cognitive impairments throughout Hertfordshire. 7,631 Our Young Onset Dementia attendances to the Service continues to grow, Dementia Hubs with nearly 1500 contacts made this year alone through 1,200 one-to-one sessions and group activities. home support sessions given Age UK Hertfordshire Impact Report 2020 14

\"Age UK \"Since working with “I felt like part of the \"My mum is now getting Hertfordshire have my Nutrition Support group because out more and doing been so friendly and Worker, I have been feeling much happier everyone is just so things she would have helpful. I’m very welcoming, which has never done prior to the grateful.” within myself.\" done me the world of visit from Hertswise.\" - Lilian, 96 good since my wife - Karen, 49 passed away.\" - Mrs F, 87 “You have helped - John, 76 me get \"I never expected to get so much help and \"Since working with my through the day Hospital and when no-one else the nicest thing is has been there” knowing we can call Community Navigator i feel much safer in my - Ted, 84 the Age UK Hertfordshire helpline own home.\" - Mrs C, 90 any time\" - Ivy, 84 15 Age UK Hertfordshire Impact Report 2020

Hospital & Community Navigation Service The HCNS partnership works throughout Hertfordshire to help patients recently discharged from hospital, those who have been unwell or those in the community who need help managing their health and wellbeing. This year the service reached over 9,500 people and supported them with over 13,600 issues. \"It's people like you that bring a 9,500 13,600 bit of sunshine into my day.\" people were reached issues were resolved by across Hertfordshire the HCNS Team Age UK Hertfordshire Impact Report 2020 16

Nutrition & Dietetics Service Age UK Hertfordshire is part of the Herts Valley Integrated Nutrition & Dietetics Service, which is a partnership led by Hertfordshire Community NHS Trust and other partners, such as HILS. 300 \"Thank you so It is a new service, so much of contacts have been much for all that this year was about setting up made across you have done and establishing the service. Hertfordshire for me, and for 250 keeping in touch.\" people have been reached through their awareness and prevention talks 17 Age UK Hertfordshire Impact Report 2020

Community Engagement Team Our Community Engagement Team manage our volunteering, fundraising, marketing and communications. This year the team have worked on volunteer recruitment, retention and rewards as well as a re-brand of Age UK Hertfordshire promotional and marketing materials. The CET are forging corporate partnerships, pioneering new ways to reach communities, and working closely with our services to make sure that all older people in Hertfordshire are aware of what we do, and how they can contact us if they need us. The digital reach we Number of visits to our gained through our Facebook page was Twitter page was more than 5,000 150,000+ Age UK Hertfordshire Impact Report 2020 18

Business Support Our HR, Finance and Business Support Teams are always busy, supporting our operational teams, but their response to the impact of COVID-19 has been amazing, truly keeping our show on the road!!! 173 hours HR have focused on Mental Health & Wellbeing Training; and we surveyed our staff, to see whether was the amount of time there were different ways in which we could support our dedicated to Mental workforce. In response to COVID-19 Finance found us Health Training this year new ways to buy essential goods for clients, and made sure staff and volunteers were reimbursed quickly. Business Support took on a new Apprentice, to help the smooth running of our systems, and offer essential office and governanace assistance for both teams and clients. 19 Age UK Hertfordshire Impact Report 2020

Thank you From everyone at Age UK Hertfordshire, we would like to say a huge thank you to all who have donated, left a legacy or chosen us as their 'Charity of the Year'. 1. Asda 16. Marks and Spencer 2.Baldock Rotary Club 17. Nails by Marie 3.BNI Hatfield 18. Natalie's Cakes, Watford 4.Broxbourne Church of England Primary School 19. National Citizen Service 5.Broxbourne Lottery 20. Needham House Hotel, Little Wymondley 6.Co-op Local Good Causes 21. Northaw School 7. Diageo 22. Onslow St Audreys School 8. HCF 23. Prestige Finance 9.Hertfordshire Libraries 24. Salon 84, Hitchin 10. Hertford Town Council/Hertford Castle 25. Samuel Ryder Academy 11. Highfield Care Home 26. Superdrug 12. Hitchin Garden Centre 27. Swift Aerospace, Welwyn Garden City 13. Hitchin Priory Rotary Club 28. Tesco 14. John Lewis, Watford 29. The Manor, Elstree 15. Macpac 30. University of Hertfordshire Age UK Hertfordshire Impact Report 2020 20

...Local Charity, Local Impact www.ageuk.org.uk/hertfordshire 01707 232 272 Registered Charity Number: 1116662