AGE UK ANNUAL REVIEW 14 FINAL

2014 Annual Review
Love later life

Our mission is to promote the wellbeing
of all older people in the
London Borough of Sutton,
to help make later life a fulﬁlling
and enjoyable experience.

Age UK Sutton’s staff and trustees get together at
least twice a year for a joint discussion about the
organisation’s performance. At one of those
sessions held earlier this year we agreed that,
although there is always room for improvement,
there was also scope and justification to blow our own
trumpet a bit louder and more frequently about our
successes and achievements. I am pleased to take this
opportunity to do just that in welcoming you to our
2014 Annual Review.
One of our key strategic aims is to increase the number
of older people we reach through our work. I am
delighted to report that number has increased again
from 13,500 in 2013 to 14,697 this year. We also strive
to be innovative and responsive in the services we offer
and have introduced new ones regularly. They include
pilot projects with the Sutton Clinical Commissioning
Group, a community website for older people in
St. Helier, Wandle Valley and The Wrythe (My Friends
Offline) and a Caring Neighbour scheme to support
older people aged 65+.
Another important objective is to maintain, and if
possible increase, our income stream. We have continued
to succeed in achieving that and were particularly
pleased to secure a £492,697 grant from the Big Lottery
Fund to support and extend the work of our One Voice
For Age Sutton group which connects us directly with
older people and information about their needs.
This report contains a wealth of detail on the services
we offer, together with statistics and financial
information on our performance in doing so. Age UK
Sutton is first and foremost a charity, but to achieve its
charitable objectives as fully as possible it has to be run
as a business as well. So we are strict on measuring our
efficiency in terms of outputs and outcomes and we
pay great attention to maintaining a healthy financial
position to secure the organisation’s viability for the
long term.
The performance we report in this review scores highly
on all these counts. But you don’t have to take my
word for it. One of the recent achievements of which
we are most proud was to pass a rigorous external
assessment to be certified compliant with the ISO 9001
Organisational Quality Standard. The assessment is a
process where there is no place to hide. They looked at
everything we do and every detail of how we do it.
I make no excuse for one last blow of the trumpet to
say the award letter included this sentence:
“The assessor was very impressed with the way in which
you demonstrated the Standards and highlighted a
number of good practice areas they observed.”
Everything you read about in this report has been
achieved through Age UK Sutton’s people. Phrases
like that are often seen as a cliché but I assure you
that is not the case here. The excellent team led by
Marion Harper is dedicated, professional and has a
genuine care for the wellbeing of older people. They are
supported by over 264 equally dedicated volunteers
(75 more than last year) without whom we could
achieve nothing. The trustees greatly appreciate and
warmly thank all these people for the contributions
they make to our ongoing success.
Chris Jackson
Acting Chair
Introduction
Chris Jackson, Acting Chair
3
“Age UK Sutton is
an organisation
everyone should
be proud of.”

Our goal is to enable older people to love later life

The end of another year brings with it a period of
reflection. It is now five years since we became an
Age UK brand partner. In the intervening period, the
charity’s services have developed to meet the needs of
our local older population. Older people are at the heart
of all we do, and the services we deliver, the projects
we run, the partnerships we make are rooted in our
desire to enable everyone – not just older people - to
love later life.
A key facet of our love later life ethos is empowering
older people and building their personal resilience. We
have first-hand experience of the debilitating effects
of loneliness and isolation on older people’s wellbeing,
which is why we invest heavily in connecting older
people to local community-based social opportunities.
This year, volunteers and older people have been
at the forefront of building new grassroots social
opportunities, leading the development of groups
including Sing for Joy, Purls of Wisdom and One
Voice for Age. Our Community Helpers befriending
programme, launched last year, went from strength to
strength. In total, we supported 1,986 isolated older
people this year.
Closer partnerships have been forged with health and
social care. Much work has been done with the Sutton
Clinical Commissioning Group and London Borough of
Sutton on providing integrated services that seek to
reduce unplanned hospital admissions, offer supported
discharge, and provide that much needed practical and
emotional assistance for older people to enable them
to remain fit and well in their own homes.
The Home from Hospital pilot commissioned in 2012
evidenced extremely positive outcomes. The service
was included in the Older Persons Pathway suite of
services, which includes our NHS Community Helpers
and Caring Neighbour services. Together, our circle of
support services have helped 300 older people with
practical and emotional wellbeing.
Mention must be made of the significant contribution
made by our team of volunteers. Age UK Sutton is lucky
to have had the support of 264 volunteers during the
year, who together donated 26,989 hours of their time
at an estimated value of £404,835. Our volunteers
are instrumental in not only enabling the charity to
continue delivering services, but also informing their
shape. As our harshest critics and truest friends, our
volunteers are invaluable and we are grateful for all
they do.
Thanks to our funders including Sutton CCG, London
Borough of Sutton, Age UK, Comic Relief, Lloyds Bank
Foundation, and a number of charitable trusts. We are
grateful to the numerous individual and organisational
donors whose generosity helped Age UK Sutton
continue its vital work for another successful year.
Looking ahead, our ambitions for the next year are to
expand services and increase reach. Older people tell
us there are five issues that are important to them;
these focus on money, wellbeing, health and care,
home and the community, and we will work to ensure
that these needs are met.
Marion Harper
CEO
About us
We are Age UK Sutton
“You are very good
people in here. I’ve had
so much help from you
over the years.”
5

Herbert, a gentleman in his 80s, was referred to
Information, Advice and Advocacy for help with
benefits. He had cancelled his Disability Living
Allowance, and had misplaced his Attendance
Allowance forms. Although Herbert was reluctant
to accept help at first, gentle yet persistent contact
on the part of the I&A advisor saw Herbert agree to
some help.
New Attendance Allowance forms were ordered
for him, and the advisor followed up a week later
to ensure he had received the correct forms, and
then made a home visit to help Herbert complete
them. During this visit, the advisor noticed Herbert
was displaying symptoms of short term memory
loss. I&A notified other Age UK Sutton services, so
support could be put in place for Herbert.
By keeping in contact with Herbert, I&A were able
to ensure he didn’t slip through the net. It is likely
that his memory problems contributed to the
initial confusion over his benefits, as well as his
reluctance to accept help. If I&A advisors had not
kept up their regular contact with Herbert he might
have forgotten about his benefits. As a result of
I&A’s support, Herbert is now receiving the higher
rate of Attendance Allowance he was entitled to,
as well as a significant back payment.
*name has been changed
Information, advice & advocacy
We listen to you, and speak for you, in times of need
*Herbert’s Story
6
Age UK Sutton’s Information, Advice and Advocacy
is a free, independent and confidential service that
is focused on representing the best interests of older
people, their families and carers. We offer impartial
and accessible information and advice on a variety of
subjects, from benefits to housing, social care to health,
enabling people to secure their rights and entitlements,
and encouraging them to make informed decisions
that allow those in later life to play a full role in their
communities and society.
This year, a significant effort was made to broaden
our reach, and to empower Sutton’s older population
via the increased availability of quality information
and advice. Advicelink, a partnership project with the
Sutton Citizen’s Advice Bureau, saw our trained advisors
coach volunteers from local community groups such as
the African-Caribbean Heritage Association and Tamil
Elders’ Circle to build their information and advice skills,
and enabling them to become effective advisors in their
own capacity.
We launched Advice on the Road, our mobile
Information & Advice service delivering takeaway
advice straight to your door. Completely stocked with
all major information guides and leaflets and manned
by two trained and experienced advisors, Advice on
the Road visited key locations across the borough,
including businesses, faith establishments, community
centres, local high streets and sheltered housing
schemes, offering easily accessible and readily available
information and advice throughout Sutton.
Noticeable trends this past year include an increase in
the number of carers seeking information and advice.
Enquiries pertaining to housing options and the cost of
heating saw a rise. There were also more clients in the
50-55 age group seeking help.
• Information, Advice and Advocacy helped a total of
5281 older people and carers via outreach, face-to-
face and telephone sessions and home visits
• Clients gained a total of £654,784 in additional
income as a result of Information, Advice and
Advocacy’s benefit work
“My wife and I were
distraught with worry
and you have done
so much to make us
believe help is available
to us and at no cost.”

Money Matters
Providing security and confidence
“I trust you implicitly.
You have done so
much for me. I found
it so reassuring to
talk to you.”
7
Empowering older people to live independently, and
with peace of mind is a key aspect of Age UK Sutton’s
mission. Money Matters, led by Age UK Sutton in
partnership with Age UKs Merton and Wandsworth
and funded by Comic Relief, was launched in 2012
to help fulfil this remit. Older people are supported
to effectively manage their income; Money Matters
builds confidence, and enables the peace of mind and
wellbeing that comes with financial security.
Poverty in later life is real, with many older people living
on reduced incomes after retirement. Combined with
the digital age of banking, and a complex benefits
system, it is no wonder that older people are daunted
when it comes to managing money. Furthermore,
older people are often targeted by scam artists and
fraudsters, adding another element of worry and
undermining wellbeing in later life.
Money Matters ensures that older people in Sutton are
collectively and individually empowered to manage
money more effectively. The service offers budget
planning sessions, review of income and benefits, help
to find the best energy deals and avoiding fuel poverty.
It also provides education on banking choices and
processes such as online transactions and Chip & Pin, as
well as creating awareness of scams and fraud, such as
identity theft.
The Money Matters programme features regular
workshops and events at key venues, including
sheltered housing schemes and community group
meetings. One-to-one sessions are also offered. Money
Matters works in partnership with the financial sector
(e.g. HSBC, Barclays, U-Switch) and public sector
(Department of Work & Pensions) to deliver training and
education to build financial confidence.
• In its first year, Money Matters helped 600 people
• More than 200 benefits applications were completed
during the year
• Money Matters secured income to a value of
£508, 450 for its clients
Sheila was very worried when she came to Money
Matters, seeking help with her energy bills.
“I’ve always been on top of my bills, but for the first
time in my life, I was behind on a payment.”
An analysis of Shelia’s finances revealed she had
built up an arrear on her energy bill, due to high
usage.
“I had no idea of the situation with the energy
company. I didn’t realise how much I was using,
because I just needed to keep warm.”
Money Matters further investigated Sheila’s overall
finances, discovering her energy bill represented
approximately a third of her income. A variety of
support was put in place for Sheila, to improve her
situation.
Sheila’s consultation with Money Matters resulted
in the successful resolution of the issues around
her energy bill, as well as repairs and upgrades to
her property to improve its energy efficiency.
Her arrears debt was written off, and she also
successfully received benefits she was entitled to,
which increased her income.
“Thanks to Money Matters, I’m so much warmer at
home, and I don’t have the worry of that energy bill
debt hanging over me.”
*Sheila’s Story

We humans are social creatures, and social
engagement is a vital component to living a
fulﬁlled, happy life for all people, young and old,
across the world

Isolation and loneliness in later life is real. Millions of
older people in the UK have little to no social contact,
which has serious effects on mental and physical
wellbeing. There is compelling evidence demonstrating
that engaging in social activities contributes towards
successful ageing, and has noticeably positive effects
for individuals in later life. This is why the provision
and fostering of social opportunities and personal
engagement is one of Age UK Sutton’s core objectives.
We aim to help older adults build their social networks,
expand their range of contacts and broaden their
participation in community life, thus improving mental
wellbeing and encouraging personal fortitude.
Community Helpers (funded by Lloyds Bank Foundation)
provides tailored emotional support through personal
befriending via the telephone or face-to-face, delivered
by trained volunteers. Peer matching is also practiced,
whereby older people of the same age and with
similar interests, are introduced to each other, with
additional support provided by Community Helpers. The
service gradually builds confidence as the befriending
relationship progresses. Clients are signposted to
local social activities and groups they might enjoy,
and are encouraged to attend, with support from
their befrienders, gradually moving towards social
independence.
The creation of social opportunities for older people in
Sutton is one of our key remits. Funded by the London
Borough of Sutton (LBS), our menu includes Sing for Joy,
a fortnightly singing group hosted in conjunction with
St. Oswald’s Church. Led by a volunteer guitarist, the
group covers everything from pop songs to the Beatles
to folk melodies. Over 15 attendees come together to
sing and celebrate the joy of music.
Another popular group is Purls of Wisdom. Meeting
weekly on a Thursday at Crownbourne Court, this
“tight-knit” group of up to 10 knitters of varying abilities
unite to learn, teach and undertake fun projects, be it
knitting small hats as part of the Big Knit, to making
personalised bunting and glorious quilts and blankets
to donate.
Homeshare has been one of Age UK Sutton’s longest
standing social opportunities. Trained volunteers
generously open their homes, hosting small groups for
a meal. Funded by LBS, Homeshare offers lonely older
people a safe and welcoming space where they can
have a hot, home-cooked meal, meet new friends and
socialise comfortably and at ease.
• 445 older people received social and emotional
support this year
• Volunteers donated 7902 hours of their time to
facilitate social opportunities
Community Helpers, Homeshare and Social Opportunities
Toward a fulfilling and happy later life
88 year old Dorothy was recently widowed.
Her husband’s passing had caused her to lose
confidence, and she spent a lot of her time indoors
with only her television and radio for company.
“I visited Age UK Sutton and one of the ladies there
asked if I’d like to join a lunch group. They arranged
a driver to take me the first time, and I really
enjoyed myself. I met some lovely people there.”
Dorothy’s weekly visit to the Homeshare lunch
group was the only time she left her house. So
when the group was cancelled for a week, the
team were concerned for Dorothy’s wellbeing,
worrying she might feel low without the prospect
of the group to go to. Dorothy was referred to
Caring Neighbour, who called her to have a chat.
“It’s nice to know I was thought of even when I
wasn’t attending the group. Everyone at Age UK
Sutton is so lovely to me.”
Our team was able to help build Dorothy’s
confidence, and she now goes for weekly walks
to get some fresh air and get out of the house.
She was given a quilt to keep her warm at home,
allowing her to save on heating bills. The team also
helped her to get a taxi card, and Dorothy is now
confident enough to go shopping on her own and
get herself to the lunch club.
“It’s nice to know Age UK Sutton is there if I need
anything. I feel much happier knowing I can call
them if I need help or I’m feeling poorly.”
*Dorothy’s Story
9
“I would miss Homeshare
if I didn’t go. I feel these
people are my friends.
It also means I get
a healthy meal once a week
and don’t eat on my own”

As we grow older, a common challenge we all face is a
diminishing support base. The natural ebb and flow of
life sees children grow up and start their own families;
friends move away, or we lose touch over time, and
neighbours come and go. It is not uncommon for those
in later life to find themselves with no one to turn to,
especially in times of need.
These feelings of isolation and loneliness undermine
wellbeing. It is no surprise that there is a correlation
between older people who are re-admitted to hospital
following an initial stay, and their levels of isolation. Too
often, lonely older people who lack a support network
turn to emergency medical services when they feel
unwell. This lack of support – be it from a friend,
neighbour or relative, has far reaching effects on older
people’s physical and mental wellbeing.
Age UK Sutton’s circle of support services seek to build
resilience and improve wellbeing by providing that
much-needed element of contact. We promote pro-
active self-care, address immediate practical needs and
provide ongoing emotional support in order to improve
quality of life. Our integrated services evidence that
simple changes can significantly improve older people’s
wellbeing.
Our Circle of Support
Enabling independence and wellbeing
10
“I’m very grateful for
the support. Without
you I wouldn’t have
coped so well. The
service lessened my
worries and concerns as
I knew I could call for
help if needed.”
Jackie is in her early 80s, and is blind. Initially
supported by our Home from Hospital service
following a fall, Jackie was feeling extremely low
due to ill health and the recent loss of her husband,
who was her carer.
“I felt my life had no purpose anymore. I didn’t even
want to get dressed. I used to be active and get out
quite a lot, but after my husband died, I just didn’t
feel like doing anything.”
It was clear Jackie was very isolated; our team
developed a relationship with Jackie, before
introducing her to Community Helpers. Jackie’s
befriender slowly built up her confidence, talking to
her regularly about her life and her likes.
“Having someone to talk to really helped. It was nice
to just chat, and I began to feel better about myself.”
Our circle of support continued to help Jackie, and
supported her request to move to a ground floor
flat. This was the confidence boost she needed to
begin attending a Homeshare group, where she
shares her musical talent with her new friends.
“I told them I could play the drums and harmonica,
and they said why don’t I come along to one of their
lunch groups and play for the others. I was nervous
at first but the girls from Age UK Sutton were there to
give me a bit of a push!”
Jackie now attends a weekly Homeshare group,
providing entertainment for the other members. In
the near future she will take on a role as a volunteer
befriender as she wants to give back, and now feels
she is able to do so.
“I can’t thank Age UK Sutton enough, they saved my life.”
Jackie’s Story
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Home from Hospital, NHS Community Helpers and
Caring Neighbour are commissioned and funded by the
Sutton Clinical Commissioning Group, forming part of
the “Older Person’s Pathway” to facilitate wrap-
around care.
Home from Hospital is a seven-day, rapid response
service that is aimed particularly at older people with
no family/friend support networks. Providing low
intensity practical and emotional support for up to
four weeks following discharge, the service aims to
prevent hospital admission (and re-admission), reduce
attendance at A&E and enhance supported discharge
for older people with diagnosed health needs and long-
term conditions.
Using a mixture of light touch and intensive
engagement according to an individual’s needs, NHS
Community Helpers offers information and support
to build older people’s resilience and develop social
connections. Telephone and face-to-face befriending
can eventually connect older people to local clubs,
groups and activities they might enjoy.
Launched in November 2013, Caring Neighbour targets
older people at risk of hospital admission, offering a
range of support interventions to help them remain
happy, safe and well in their own homes for as long as
possible.
Caring Neighbour’s seasonal promotions include
information and advice on staying warm and well in
winter, and cool and hydrated in summer, as well as
twice-weekly reassurance calls that provide comforting,
regular contact for older people in times of need. The
service also offers crisis support, including fast track
referrals to appropriate support services.
In November 2013, Age UK Sutton worked in
partnership with Epsom & St. Helier University Hospitals
NHS Trust and Sutton Clinical Commissioning Group
to develop a pathﬁnder pilot to improve patient
experience and enhance communication during the
discharge process.
Patients were kept informed throughout the discharge
process, using a Next-Steps discharge tool that was
shaped by patient users. Post-discharge phone calls and
home visits provided reassurance and a useful point of
contact during a time of unsettling transition.
The pathﬁnder pilot saw immense success,
demonstrating an undeniably positive impact on
patient experience, and receiving substantial support
from senior clinicians, staff and partners across the
discharge pathway.
• 300 people were supported by Older Person’s
Pathway services between June 2012 and March 2013
• This year, Caring Neighbour made 1,933 reassurance
calls
Home from Hospital, NHS Community Helpers
and Caring Neighbour
Wrap-around support to boost wellbeing
11
“Your team helps
capture the needs of
those with low-level
support…and provides
the kind of practical,
emotional and social
support which is
so vital to people’s
independence and
wellbeing.”
“I feel so lucky to
have a service like
Age UK Sutton that I can call
on, it’s not something any of
my friends in other boroughs
have. It’s lovely to know
that there is someone out
there who cares.”

12
CALCULATING THE DIFFERENCE
AGE UK SUTTON
HAS MADE TO LOCAL
OLDER PEOPLE’S LIVES IN 2014

NUMBER OF CARERS
SOCIAL MEDIA
CONNECTIONS
WE SUPPORT
AMOUNT OF INCOME MAXIMISED
FOR AGE UK SUTTON CUSTOMERS
£969, 862
ASSISTED
3769 OLDER
PEOPLE
AGE 75+
SUPPORT FOR PEOPLE
OVER 75 LIVING ALONE
2018
REACH-TOTAL NUMBER OF
CONNECTIONS MADE
14,697
VALUE OF
VOLUNTEER TIME
£404,835
231
650
85%OF USERS OF AGE
UK SUTTON’S I&A SERVICE
WERE “VERY SATISFIED”
WITH THEIR EXPERIENCE
156 CONNECTIONS
MADE WITH LOCAL
GROUPS

14
Home is where the heart is, and Age UK Sutton’s help-
at-home services provide a range of safe and secure
practical and emotional solutions that older people can
easily access, allowing them to remain supported and
independent in the comfort and familiarity of their own
homes for longer.
Helping Hands offers older people a practical and
affordable service on a regular basis by undertaking
those “everyday” tasks that sometimes get more
difficult as we grow older. Our DBS vetted Helping
Hands can undertake a range of practical tasks
including cleaning, shopping, ironing, doing the laundry,
changing bed linen and light meal preparation, in
addition to providing emotional support, for example by
offering company on walks, outings and during medical
appointments.
Great care is taken to create a bespoke package of help
that is appropriate to the clients’ needs. This includes
devoting time and detail to creating compatible
matches between clients and their Helping Hands, to
encourage a warm relationship. A dedicated assessor
creates a support plan which is regularly reviewed using
feedback from users of the service.
Helping Hands also liaises with Age UK Sutton’s
Information, Advice and Money Matters services,
so that our clients receiving help at home are fully
supported, including in terms of financial confidence
and benefits they may be entitled to.
The Gardening & Approved Provider service provides
peace of mind for clients by removing the element of
uncertainty and doubt that comes with using unknown
tradesmen. Given the prevalence of older people
exploited by rogue traders, our Gardening & Approved
Provider service ensures clients are linked with trusted
traders who are DBS vetted and offer affordable rates.
• The Helping Hands service was used by 418 people
during the year
• 327 referrals for Helping Hands were received in
the year
• In March 2014, Helping Hands user numbers
increased to 266
• The Gardening service saw a 55% increase in
demand this year
• A total of 444 gardening sessions were completed for
the year
• 336 referrals to Approved Providers were made
Helping Hands, Gardening & Approved Provider Services
Help at home is just a phone call away
“I’m very pleased. I’ve
become a much happier
person since having the
Helping Hands service.”
“I’m gobsmacked
at how spotless the
house is! The service is
faultless. I have only praise.
The Helping Hand was
so friendly
and helpful“
“The gardener is so
lovely and understanding.
He’s done wonders
for the garden!”

My Friends Offline and Connecting People
Building IT skills and fostering community spirit
Launched in July 2013, the My Friends Offline project
was funded by the London Borough of Sutton and
aimed to link residents of three wards with higher levels
of deprivation to their local community via the provision
of a number of services and activities.
The key remit of My Friends Offline was to make
connections between residents in the wards of St.
Helier, Wandle Valley and The Wrythe, with the
idea that by encouraging community ties, there
would be more positive outcomes in terms of health
and wellbeing for residents. The team offered
neighbourhood visits, local social opportunities, and
opportunities to build IT skills and improve health and
wellbeing.
Partnering with the Riverside Centre in Carshalton,
the project gave residents the space and opportunity
to participate in activities, lean new skills and meet
members of their community. The My Friends Offline
website provided an online community, where the
latest activities, health tips and recipes could be
shared, and social opportunities promoted. Chair-based
exercises classes and computer and Internet classes
held at the Riverside Centre gave residents the chance
to develop their skills and boost their health.
The legacy left by My Friends Offline includes an
Internet café at the Riverside Centre, regular exercises
classes, and volunteer skills shared with local residents
through their association with the project, and an
increased sense of community in the area.
While My Friends Offline had a significant element
dedicated to the development of IT skills, Connecting
People continued its delivery of digital inclusion
workshops by partnering with local schools including
Sutton Grammar School, Wilson’s School in Roundshaw,
St. Philomena’s Catholic High School for Girls, Green
Wrythe Primary School in Carshalton and Tweeddale
Primary School. The workshops delivered computer
and Internet training to older people, giving them the
knowledge and skills to navigate the Digital Jungle with
confidence and ease.
• My Friends Offline supported 93 local residents during
its pilot phase
• 78 older people improved their computer and
Internet skills via Connecting People
15
“Thank you so much. I
enjoyed the computer
class at Sutton
Grammar. Everyone
was very helpful and
friendly.”
“I think it is a
wonderful idea to bring
the youngsters together
with all the older people.
We were all looking to see
what we could buy on eBay!
I would love to do
it again.”
“We learnt so much.
We bought a laptop
and got an Internet
connection and we’re
getting a digital
camera soon!”

16
One Voice for Age Sutton is a user involvement project
hosted by Age UK Sutton, with a unique feature in that
it is run by older people, for older people. Members of
One Voice for Age advocate on behalf of their peers to
ensure that Sutton’s older population has a clear voice
and means of action.
Older people themselves are the driving force behind
One Voice for Age as volunteers, interviewers, steering
group members, representatives, campaigners and
advocates. This peer volunteer approach has enabled
the group to gather in depth information about the
needs and aspirations of older people in Sutton as well
as gaps in existing service provision.
Consultations, research and campaigns carried out by
One Voice for Age have brought a range of issues to
the attention of policy and decision makers in the past,
resulting in noteworthy service improvements. The
group’s dedication and diversity, including extensive
links with organisations, makes it a key player in the
successful delivery of services to older people in Sutton.
This year, the biggest success for One Voice for Age
arose from its receipt of a significant grant offer from the
Big Lottery Fund. Worth almost £500,000, the grant will
fund the development of the group in three key areas:
involvement and campaigning, advocacy and digital
inclusion, which were identified as needing focus by local
older people and members of One Voice for Age.
By uniting these three strands, One Voice for Age
Sutton, alongside Age UK Sutton, hopes to create a
marked difference in the lives of the borough’s older
population. Ultimately the group aims to reach and
engage isolated and vulnerable older people, and
envisions improved service delivery and access for older
people in Sutton.
One Voice for Age
Helping Sutton’s older people to be heard
“A positive experience
of One Voice for Age.
Friendly, informative,
interesting and a great
opportunity to network
and socialise.”
Joy has been a volunteer with Age UK Sutton for
five years.
“After I retired, I wanted to do something that would
be interesting and useful…”
Before joining Age UK Sutton, Joy was a secondary
school teacher, and being an Information & Advice
(I&A) volunteer appealed to her the most, as she
felt it was the best match for her skills.
“I like talking to people. When someone comes in
with a problem, we talk it through and look at the
options. I’m happy when I can help them sort it out.”
Being an I&A volunteer is a demanding role.
Individuals looking for help usually turn to I&A
first, which means its volunteers are often called
upon to answer questions about everything from
Attendance Allowance to Zimmerframes.
“You’ve got to know so much. You can be asked
absolutely anything, and it changes all the time. You
are always learning.”
Joy is also a member of One Voice for Age, and
was part of the team who was commissioned to
interview older people about the care they received.
“It was one of the biggest things One Voice for
Age did, and very important because it showed
deficiencies in the care system.”
Joy continues volunteering for I&A and One Voice
for Age, and also volunteers as a chair-based
exercise instructor.
“Volunteering is a very valuable thing to do. I think
of the quote ‘It’s far better to light a solitary candle
than curse the darkness’ and this is my way of
bringing some light.”
Joy’s Story

17
Volunteering is one of the most valuable contributions
we receive. Every year, hundreds of people give of
their time and skills as volunteers of Age UK Sutton.
From helping to facilitate day-to-day operations, to
supporting the delivery of services, from raising money
to help older people stay warm in winter, to befriending
older people in the borough, our volunteers are vital to
our success.
Our volunteers span a range of ages and careers, with
some contributing a few hours every week, and some
who pop in every day. Older people are at the heart
of all we do, which is why we especially value the
contribution made by our older volunteers, many of
whom give generously to Age UK Sutton by donating
their skills and expertise in various areas after their
retirement.
Age UK Sutton is also an excellent environment for
career development, and we welcome volunteers
referred by the Job Centre and other organisations
such as Mencap, giving individuals the opportunity
to gain valuable work experience whilst making a
difference. We have also hosted students from local
schools, including Nonsuch High School for Girls, on
work placements, which not only involves young people
in a live work environment, but also fosters inter-
generational relationships.
Volunteers play many roles within the organisation. At
the frontline are our Information & Advice volunteers,
who are often the first point of contact for individuals
seeking help. Community Helpers and Home from
Hospital volunteers play vital roles in delivering Age UK
Sutton services via befriending and supporting older
people who have been discharged from hospital.
Our Homeshare volunteers generously open their
homes (and stoves!) to provide a much-anticipated
meet up and hot meal for lonely older people. Digital
Inclusion volunteers guide older people gently and
patiently through the Digital Jungle and behind the
scenes, our Administration volunteers tackle everything
from phone calls to filing, providing immeasurable
support to staff and clients alike.
Volunteer drivers provide an invaluable service,
transporting individuals who are otherwise unable
to get out and about to social groups and activities.
Currently, demand outstrips supply and we encourage
individuals with a car who can spare some time to
consider being a volunteer driver.
This by no means covers the entire spectrum of
volunteering at Age UK Sutton. Our volunteers help
wherever they can, and are a vital part of our mission to
make later life a fulfilling and enjoyable experience.
• 264 people volunteered for Age UK Sutton during the
year
• Our volunteer team reflect the diversity of Sutton.
22% come from a Black, Asian and minority ethnic
background
• This year, volunteers contributed 26,989 hours of
their time, valued at £404,835
Volunteering
“It is when you give of yourself that you truly give.” -Khalil Gibran, The Prophet
“Excellent service,
very, very helpful,
couldn’t be without it.
My volunteer is terrific,
and it’s been so good.”

Working together creates value between partner
organisations and can lead to an improvement in
the quality of later life services

19
Age UK Sutton has a long history of partnering with
the public and voluntary sectors, community groups
and local organisations to deliver services, enhance
knowledge and improve the lives of older people in
Sutton.
The 2013/14 year has seen the strengthening of our
relationship with health, with the development of Home
from Hospital, Caring Neighbour and NHS Community
Helpers services, as well as a partnership with Epsom
& St. Helier University Hospitals NHS Trust to develop a
pathﬁnder pilot to improve the patient experience.
Age UK Sutton understands the importance of working
together, and the value it creates by uniting the
voluntary and community sector in the pursuit of an
improved quality of life. The Age UK Sutton Liaison
Group was set up to meet this aim, and includes nearly
50 members drawn from local community and interest
groups and faith and belief organisations. Meeting
quarterly, the Liaison Group works together to share
training and resources, promote local services, create
partnerships and share information.
This year, our partnerships allowed us to reach over
14,000 people. We gratefully acknowledge the
contributions made by our partners, and look forward
to working together in the future.
Age UK
Age UKs Merton & Wandsworth
Barclays Bank Digital Eagles
Brewin Dolphin
Carshalton Methodist Church
Coombe Girls’ School
Croydon Churches Housing Association
Cuff and Gough LLP
Epsom & St. Helier University Hospitals NHS Trust
Green Wrythe Primary School
Home Instead
Howell Jones LLP
London Borough of Sutton
Marie Prater
Mark Henderson, Digital Solutions
Mark McNestry
Moore Stephens (Guildford) LLP
Mr J Tate
Mrs K Doran-Almeida
Nonsuch High School for Girls
Orchard House & Lodore Nursing Homes
QualitySolicitors Copley Clark
Riverside Centre
Santander UK Plc
SCOLA
SCVS
Special Interest Group for Sutton’s Older People
St. Oswald’s Church
St. Philomena’s Catholic High School for Girls
Sutton Borough Citizens Advice Bureaux
Sutton Clinical Commissioning Group
Sutton Guardian
Sutton Grammar School
Sutton Housing Partnership
Sutton Housing Society
Sutton LGBT Forum
Sutton Libraries
Sutton Vision
The Late Dorothy Gertrude Townsend Hawkins
Tweeddale Primary School
Wilson’s School
Our Partnerships
Help at home is just a phone call away
“I appreciate your
assistance and support
on all occasions when I
have requested for your
contribution in helping
our clients. Your prompt
response…has led to
timely outcomes…”

21
Since our inception in 1991, Age UK Sutton has helped
tens of thousands of the borough’s older people to lead
independent, fulfilled lives. For over 20 years, we have
championed the rights of older people, and provided a
range of services to ensure that those in later life are
well supported and looked after.
We are a dynamic organisation. Responding to the
changing needs of the borough’s people, we regularly
offer new services, set up new groups, and launch new
activities that we feel would benefit Sutton’s older
population, all while maintaining the high quality of
our existing offerings. To this end, we actively seek new
sources of funding that will enable us in our mission to
make later life a fulfilling and enjoyable experience.
We are grateful for the help we receive from a number
of people and organisations. Our thanks go to individual
and group donors, fundraisers, community groups,
funders, charitable trusts including Comic Relief and
Lloyds Bank Foundation, and finally corporate partners
whose generous gifts and grants support Age UK Sutton
in the delivery of our services.
It remains a challenging funding environment. This
means your individual donations, fundraising efforts
and legacies have a deeper impact, providing a valued
source of revenue that allows us to continue our vital
work.
Every contribution makes a difference, and there are
many different ways you can support Age UK Sutton.
Leave a legacy
Leave us a gift in your will. Many charities rely on the
security provided by legacies, and it is one of the most
effective ways to donate.
Make a donation
You can set up a regular monthly donation or make
a one off donation online using Virgin Money Giving
or Local Giving. You can use your mobile to donate by
texting AUKS10 followed by the amount you’d like to
donate to 70070. Alternatively, you can post a cheque
made out to Age UK Sutton to the address on the back
cover. Don’t forget that GiftAid can increase the value of
your gift if you are a UK taxpayer.
Fundraising
Team up with your colleagues, friends, or
neighbourhood to fundraise for Age UK Sutton.
Organise a bake sale at school or get together with
classmates for “Talk Like a Pirate Day” (September 19!)
to raise money. Take part in a dress-down day at
work, or participate in a team challenge like a 10k run.
There are myriad fundraising events to choose from, or
you could organise your own. Talk to us to see how we
can help.
Shop with us
Get some retail therapy while supporting us. The
Age UK Sutton shop is managed by Michael Young
supported by Euan Irwin and a dedicated team of
volunteers. A wide range of merchandise is available,
including vintage clothes, shoes and crockery, at
reasonable prices. Visit the shop at 281 High Street,
Sutton, SM1 1LD or call 020 8770 0206.
We’d love to hear from you. If you’d like to talk to our
team about donating, fundraising, or leaving a legacy,
please get in touch using the contact details on the
back cover. And of course, our door is always open if
you’d like to pay us a visit in person to see how your
generosity can make a difference to the lives of older
people.
Supporting Age UK Sutton
Help us make later life a fulfilling and enjoyable time
£5 pays for a hot lunch for an isolated older
person in the home of a trusted volunteer
A gift of £10 helps several older people with
mobility problems to attend social groups
and activities they would otherwise be
unable to go to.
£20 funds a month’s training for an
Information & Advice volunteer to help older
people with benefit assessments and the
completion of complex paperwork
A donation of £40 supports a befriending
relationship for a lonely older person for a
month
A £100 gift trains five volunteers to support
older people with minimal family or friend
networks on discharge from hospital
£1000 funds a social opportunity for a lonely
older person once a week for a year

A world in which later life can flourish
Our strategy for the future
“Thank you so much
for all your help and
understanding. You are
making my life so much
easier.”
Sutton, in line with the rest of the UK, has an ageing
population. The 65+ age group will see the fastest
growth, with a predicted increase of 22% by 2021.
Age UK Sutton anticipates a growing demand for our
services. Responding to this and the changing needs of
Sutton’s older people informs our vision and strategy.
The frontline experience of our staff indicates that
needs of our service users are increasing. People
are healthier and living longer. There are increasing
numbers of people with dementia and people living
with long term health conditions. These conditions
are likely to become increasingly complex over time, if
preventative services are not in place.
We are conscious of the need to encourage self-
resilience among older people. Our position is to
promote the provision of prevention and early
intervention services that are accessible to all, to reduce
dependence on public sector services.
Intrinsically linked with the provision of prevention
services is partnership working with the voluntary
and public sectors, underpinned by the integration of
services. Age UK Sutton anticipates working ever more
closely with partners in the public sector, as well as
local community and voluntary organisations, using our
knowledge and experience to add value to the planning
and delivery of older people’s services.
As ever, we at Age UK Sutton are keen to extend our
reach. Connecting with the growing numbers of users
in the borough, especially those in areas of deprivation
will continue to be one of our key remits. Partnership
working will be especially important in this respect, and
our membership of the Sutton Together consortium
lends itself seamlessly to this. Age UK Sutton is a
founding member of Sutton Together. We look forward
to the opportunities this brings, including the chance to
work closely with smaller local organisations.
We cannot formulate our strategy for the coming years
without looking to the Care Act, and the changes it will
bring. Age UK Sutton has already begun conducting
information campaigns focusing on the Care Act, and
what the new legislation means for older people. The
real effects of the changes wrought by the Care Act are
yet to be seen, but what is certain is that we will work
closely with the local authority to develop solutions
that take into account older people’s views while
fulfilling their needs.
At an organisational level, Age UK Sutton will focus on
increasing our reach, and developing our marketing and
fundraising strategy in the coming year. At a time of
increasing demand for services and diminishing public
resources, we must effectively demonstrate our impact
and value.
Change is the only certainty in the future. There will
be challenges ahead, but we at Age UK Sutton are
confident in our values and our people to tackle
these with enthusiasm. Backed by a wealth of skills,
knowledge and experience, we are confident not only
of responding positively to change, but also building
upon it. Whilst the services we offer may be different
in the future, the core of who we are – an organisation
dedicated to the happiness and wellbeing of older
people – will never change.
22
“You have been
so kind and considerate.
I am so glad I discovered
Age UK Sutton.”

Total incoming resources
Total resources expended
Net movement in funds
Net incoming/(Outgoing) resources
Total funds as at 1 April 2013
Transfer between funds
Total funds as at 31 March 2014
Unrestricted
292,240 414,641 706,881
172,703 438,838 611,541
49,608 51,093 100,701
119,537 (24,197) 95,340
564,055 51,721 615,776
(75,290) 75,290 -
613,663 102,814 716,477
510,595
442,178
68,417
68,417
547,359
-
615,776
Restricted 2014 £ 2013 £
Financial Review
Accounts
Age UK Sutton’s financial performance for the 2013/14 year has been extremely pleasing. This is due in no small part to
the charity’s robust financial governance. The Board of Trustees meets several times a year as part of its responsibility
for ensuring that the financial, legal and contractual obligations of the charity are met, and that satisfactory systems
and controls are in place. The Board receives regular finance reports, and our Risk & Audit Committee meets regularly
throughout the year to assess and report on all areas of risk, including financial ones.
The conscientious effort we make to maintain high standards of financial governance is reflected in our performance and
increased turnover, enabling us to do more for Sutton’s older population.
Analysis of income
Grant funding (£466,199)
Self generated income (£142,168)
Voluntary income (£92,275)
Investment income (£3,239)
Analysis of expenditure
Staff & volunteer costs (£479,289)
Premises and office expenses (£106,703)
Publicity, promotions and activities (£8,363)
Insurance and professional fees (£17,186)
23

Our people
Together we are Age UK Sutton
Staff
CEO Marion Harper
Performance & Quality Director Jude Okeke
Health & Social Care Senior Services Manager Jenny Kablean
Development Director Amanda McGrath
Finance Officer Yong Chang Eggert
Central Services Administrator Kate Adewuyi
& Adrienne Jeffrey-Taylor
Office Manager, Central Services & Marketing Menaka Piyaratna
Community Helpers Manager Melanie Cressey
& Emily Corr
NHS Community Helpers Gabrielle Pearce
& Jackie James
Home from Hospital Senior Manager/
Pathfinder Charlotte Dick
Home from Hospital Amanda McGrath, Josie Holden,
Victoria Wright & Christiana Edwards
IT, Data & Analytics / Connecting People Chris Dulake
Information & Advice Faith Insley &
Gerry Benneworth
Money Matters Phil Dale & Michelle Arthur
My Friends Offline Christiana Edwards & Chris Dulake
OVFA Involvement Manager Maya Albert
OVFA Advocacy Manager Hannah Murphy
OVFA Digital Inclusion Manager Vizma Ezite
Social Care Assessors Karen Adams, Shelley Price
& Victoria Wright
Helping Hands Administrator Charnee Wilson
Help at Home Nima Tabari, Keane Grey,
Sarah Charsley, Liz Osgood, Kim Harding,
Kellie Carpenter, Izolda Jemielniak, Donna Leaver,
Tahmina Ameer, Louise Duncan, Cristiane Arbuckle,
Jenny Brooks, Fathima Musaamil
Trustees
Chair Sharon Haffenden
Vice Chair Chris Jackson
Hon. Finance Advisor Richard Jones
Trustees Roy Prytherch
Daniel Hobden
Raj Patel
Raymond Lee (until June 2014)
Advisor Pam Picknett
Age UK Sutton
1/2 Lower Square
St Nicholas Way
Sutton SM1 1EA
T 020 8770 5360
E centralservices@ageuksutton.org.uk
www.ageuksutton.org.uk/sutton/
Registered charity number 1085875. Company Reg. No. 4175500
Age UK Organisational
Quality Standards
Version 1
Quality Assessment
System

AGE UK ANNUAL REVIEW 14 FINAL

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