BEN Annual Impact report 2015:16

Annual Impact Report2015/16

June 2016

43.5%Money worries

38%Physical health

challenges

9.5%Loneliness andsocial isolation

9%Mental health

concerns

PRIMARY REASONS FOR CONTACTING BEN

2717UNIQUE ENQUIRIES TO

THE SUPPORT SERVICES TEAM

81%in enquiries from

previous year

raised through Fundraising Partnerships

£4.5million



92%average occupancy in

BEN Care Centres

Events raised £461k

Raised

£206kBEN Ball

Challenge Events

£50k raised from

A letter from our Chief Executive

Welcome to the first of our new Impact Reports. Every quarter we’ll be reporting on how we support the automotive community, showing the difference your support makes in helping us to deliver our services to industry employees.

‘Impact’ is an appropriate word in a number of ways. We have made extraordinary progress this year, developing our services to deliver support that has a lasting, positive impact on the lives of those we help. Calls to our free helpline have increased by an incredible 81% as more and more people seek information, advice and guidance from our trained advisors. We’ve doubled the number of Client Support Advisors who work with clients face to face and we now have a network of hundreds of professional

partners delivering specialist support, as well as a growing team of volunteers.

The impact of economic hardship, poor physical and mental health and social isolation is not to be underestimated; there are few people who won’t be affected by one or more of these challenges at some point during their lives. It’s around these four pillars that we now structure

our support, helping our clients work through these difficulties so they can enjoy being fully fit - mentally, physically, financially and socially.

“We have made extraordinary progress this year, developing our services to deliver support that has a lasting, positive impact on the lives of those we help”

BEN Impact Report | Financial Year 2015-16 | pg 1

One of the highlights of this year has been the opening of our fantastic retirement community, on the same site as our headquarters here in Sunninghill, Berkshire. Lynwood Village and Care Centre won Gold at the What House Awards for Best Retirement Development and were shortlisted for the Pinders Healthcare Design Awards. Both sets of judges agreed that living at Lynwood has a strongly positive impact on the lives of our residents.

These are just some of the ways BEN is having a greater and more sustained impact on the lives of those we support. In the following pages you’ll find out more about how we are transforming our fundraising and our partnerships with the automotive industry as well as extending the reach and scope of our services.

Best wishes

David MainChief Executive OfficerBEN


2015 / 16 Annual highlights

• Developed and launched a new framework around four pillars of health and wellbeing, to communicate what BEN does and how we can help: Financial health, Mental health, Social health and Physical health

• Transitioned client support away from an emphasis on the provision of grants and financial assistance to holistic assessment and a new support planning and delivery process. This includes the introduction of a new focus

on delivering Information, Advice and Guidance and the provision of a single point of contact for people requiring our help (Helpline 8am-8pm Mon to Thurs and 8am-5pm Fri)

• Grew and developed the Support Services infrastructure to deliver client support including doubling the number of Customer Support Advisors, creating a network of hundreds of strong Professional Partners to deliver specialist support and a review and relaunch of our Volunteers services

• Developed a new, broader approach to working in partnership with the automotive industry, transitioning from a historical focus on payroll giving to grow our partner relationships and develop new partnerships across all industry sectors, to generate additional and vital funding. Supported by the introduction of quarterly integrated communications campaigns to build awareness and focus engagement around Mental health, Financial health, Physical health and Social isolation


Lynwood to Paris 2015

• Implemented new CRM system to drive efficiencies and enable new processes and reporting requirements

• Strengthened the Executive team to deliver on growth and transformation plans, created a new ‘People Strategy’ setting out key priorities for the year ahead and introduced new Terms & Conditions of employment for all Care Centre colleagues to ensure consistency and a fair and appropriate salary for all

• Opened Lynwood Care Centre - a new, purpose-built, state-of-the-art Care centre facility in Sunninghill, Berkshire

• Realised a new long-term income stream for BEN with the opening of Lynwood Village - a Retirement Village community In Sunninghill, Berkshire. Occupancy grew to almost 60 residents by the end of the year - and along with the integrated Care Centre, it was shortlisted for the prestigious Pinders Healthcare Design Awards, 2016

• Launched new Home Care service to support Lynwood Village residents, as well as local people living in the community within a 5 mile radius

“I broke my leg, foot and arm as a result of a fall and called BEN for help. BEN helped me when I needed it most, you could say I owe BEN my life.”Olly Stoner - Prestige Car Service

BEN Impact Report | Financial Year 2015-16 | pg 5 BEN Impact Report | Financial Year 2015-16 | pg 6

How we helpBEN supports people of the automotive industry and their financial dependents to overcome the four main challenges they can face today: financial worries, mental health concerns, social isolation or physical health challenges. BEN’s wide range of services,

Financially FitHelping you with money and finances

Physically FitHelping you cope with physical health issues

Socially FitHelp if you’re feeling alone

Mentally FitHelping you cope with mental health issues

• Supporting people in crisis • Support for carers of people with dementia or

long-term conditions • Dementia and Alzheimer’s support • Dementia Care services • Counselling, cognitive behavioural therapy • Safeguarding alerts • Non-urgent referrals • Referrals for local group support

• General health and wellbeing support • Referrals on to specialist providers • Assessment for physical therapies • Help with a Disabled Facilities Grant application • Funding for disability aids, therapies, adaptions to

your home • Care options / rights and help understanding the

Care Act • Care services

• Budgeting advice • Financial capability assessment and advice • Welfare benefits and entitlements • Retirement planning • Care home funding • Debt management • Preparing for redundancy • Financial assistance • Care home funding

• Support with family / relationship breakdown • Supporting older or vulnerable individuals to

engage in local support • Re-entering the work place after serious illness • Help to deal with domestic abuse • Support for alcohol or substance misuse • Safeguarding alerts • Short breaks • Home Care services

highly skilled team of staff and specialist professional partners and holistic approach enables people to find positive, lasting outcomes to these challenges.


Our Impact Support Services2015/ 16

271781%

65%

EACH CASE IS ‘GRADED’ BASED ON COMPLEXITY

AND URGENCY

How we process client enquiries to deliver the appropriate support solution and long-lasting, positive outcomes:

HOLISTIC ASSESSMENTIS MADE

Clients reach us by: TEXT PHONE EMAIL LETTER

average conversion rate from enquiry to a full case

increase in enquiries from previous year

Decrease in funded support costs - reflecting change in client support model

30%

UNIQUE ENQUIRIES TO THE SUPPORT SERVICES TEAMPRIMARY REASONS FOR

CONTACTING BEN

APPROPRIATE WORKFLOWS ARE APPLIED ACCORDING TO GRADING:

43.5%Moneyworries

38%Physical health

challenges

9.5%Loneliness andsocial isolation

9%Mental health

concerns

62.5%

37.5%

NORTHSOUTH

SOURCE OF ALL ENQUIRIES..

75.5% 24.5%FEMALEMALE

Gender split

of clients are ofworking age

LOW:• Enquiry team support• Information/advice/guidance

by phone or email• Possible client visit• Signposting/referral to

professional partner organisation

CRITICAL:• Immediate allocation to a

Client Support Advisor• In-depth assessment made

within 5 working days• Support plan implemented• Managed referral or funded

support

MODERATE:• Case allocated to a Client

Support Advisor• Full holistic assessment

conducted• Support plan implemented• Managed referral or funded

support

79.5%

Dee worked for a car dealership until 2014. Following a relationship breakdown, she became a single parent to two young children and started to face financial difficulties - struggling to make the appropriate benefit claims. As a result, her council tax benefit arrears started to build.

BEN stepped in and secured her an appointment with the ‘Citizens Advice Bureau’ which resulted in her benefits claims being processed more quickly. BEN also helped Dee with a manageable repayment plan, liaised with her landlord and supported her throughout the whole

Dee was struggling as a single parent, BEN helped her take control . . .


Financially Fit

process. With the help and support she received from BEN, Dee successfully renegotiated sustainable council tax repayments and her financial situation became more manageable. She is now looking forward to returning to work once her younger child turns 2.

The support that Dee received from BEN significantly helped her in becoming more financially secure and will continue to support her to better manage her finances in the future.

When Alex was struggling to cope up with stress, BEN helped him take charge…Alex, an 18 year old, worked as an apprentice mechanic. He had left home at the age of 16 and lived alone in a supported hostel. He had a history of depression and anxiety. Alex enjoyed his work until he sustained a back injury which resulted in him being unable to work for a period of three months, jeopardising his apprenticeship.

Unable to work, Alex accumulated rent and council tax arrears which caused him a lot of stress and concern, and he was worried his previous mental health issues would resurface.


Mentally Fit

BEN assisted Alex in communicating with his landlord who agreed to let Alex pay off his rent arrears with a small monthly payment and similarly, assisted with his council tax too.

BEN provided Alex with financial support – but also emotional support, assuring him that if he had any worries in the future, he was not alone and help was always at hand. This made Alex feel less anxious and much more confident.

BEN helped Dave regain his confidence...


Physically Fit

Dave worked with the Automobile Association (AA) but had to leave due to serious health issues caused by three prolapsed discs in his back, which required him to go through three operations and an intensive pain management course. He was also responsible for and looked after his 16 year old son, who had recently started college.

BEN has been supporting Dave since 2009, providing him with an orthopaedic mattress and a fitted shower and helping him with his fuel costs.

BEN helped Dave and his son with the support they needed during a challenging time and although Dave will never be completely physically fit, he says his situation would have beaten him had BEN not stepped in and helped him to find a positive way forward.

Adrian contacted BEN for financial support but BEN helped him in many other ways too...


Socially Fit

Adrian, aged 50, worked at a tyre company. Following an accident in 2000 he was unable to return to work and his overall health and well-being significantly declined. Adrian had a learning difficulty and his mother supported him in managing his finances and all of his paperwork. When his mother sadly passed away, Adrian contacted BEN for financial support. After completing his assessment it was identified that Adrian was struggling with multiple challenges. He not only had financial worries, but because he had moved house to a new area, where he didn’t know anyone, he was socially isolated and depressed.

BEN helped Adrian to manage his finances by setting up budgets and shopping tasks, helped him with the purchase of new carpets and signposted Adrian to local groups and facilities within his area, so he didn’t feel isolated and alone. He became more socially active – which resulted in Adrian feeling much more positive and content.

LeasePlan UK already provides some excellent initiatives for its people

“Employee wellbeing is really important for us at LeasePlan and plays a vital role in any successful business. We believe that happy and healthy employees are more productive – and numerous studies back this up.

As the dedicated charity for the automotive industry, BEN helped to direct our thinking so we could start our work and talk to our employees about mental health issues - as we look to broaden what we do for our people around well-being.

Workplace Engagement Programmes Leaseplan

LeasePlan UK already provides some excellent initiatives for its people, such as promoting good physical health. However, LeasePlan wanted to do more for its employees to give them access to a broader range of ‘well-being’ services, including initiatives in support of mental health. Both physical and mental well-being are important for a healthy workforce. Figure 1. Represents the benefits of a healthy workforce to a business. (Left) Source: ‘The Work Foundation’

BEN and LeasePlan have a long-standing partnership and both understand that some of life’s challenges are more difficult to talk about; mental health, finances and social issues are often challenges that remain hidden and therefore go

unsupported. BEN had recently launched its ‘Four Pillars of Health and Well-being’ and joined with LeasePlan to develop and trial training sessions and workshops – aimed at promoting health and well-being in all areas of an employee’s life.

Working together, BEN gained an excellent understanding of LeasePlan’s unique culture and workforce. BEN was able to identify some of the typical challenges faced by employees, that impact well-being and this informed the development of a training session for managers focusing on Mental Health Awareness. This session provided managers with some insight and helped them understand what good mental health looks like, how to identify signs and symptoms of declining mental


Business benefits of a healthy workforce

Source: The Work FoundationFigure 1.

Improved brand

Improved retention

Improved resilience

Higher commitment

Higher productivity

Fewer accidents

Reduced sicknessJohnathan Webster

LeasePlan’s Employee and Community Engagement Manager


health, and practical steps to take when things aren’t going right. There were around 100 managers across three sites who attended this training session. The feedback and learning was positive and enabled BEN to develop the next steps.

BEN trialled three interactive sessions with LeasePlan employees during May 2016 to gauge their responses. Over 40 employees attended sessions on Mindfulness, Balancing Life and Work, and Dealing with Stress at Work. The feedback has been very positive. LeasePlan’s feedback survey following the work-place sessions reported 100% of those who took part would attend another ‘Mental Health’ session if it were to be offered. 80% of attendees claimed they would now be

more likely to talk openly about their own mental health and over 90% said that following the session they would ‘do things differently.’

Following this feedback BEN and LeasePlan are jointly working on future work-place sessions to be rolled out, focusing on a number of holistic well-being topics.

So far, we’ve had some good responses from our employees to the pilot sessions we’ve held and we’re keen to do more – we’re confident that good mental health will bring real benefits to the workplace.

We are looking forward to continuing our work with BEN in the future.”

100%of those who too part would attend another Mental Health session

would now talk more openly about

their own Mental Health

80%

‘do things differently’

said following the session they would90%

Our Impact Care Services 2015/ 16Our care centres all provide a range of different services according to the needs of the local community

occupancyDementia nursing care12%

Residential care18%

End of life nursing care21%

Advanced dementia residential care15%

Nursing care17%

Early onset dementia residential care17%

Lynwood Care Centre

88%

occupancyDementia nursing care12%

Young physically disabled care20%Residential care22%

Nursing care20%

Respite care26%

95%

Town Thorns Care Centre

occupancyDementia nursing care93%Nursing care7%

92%Birch Hill Care Centre

92%AVERAGE OCCUPANCY IN OUR CARE CENTRES

people cared for each week

BEN Day Care Centre

47

Sadly, BEN had to take the difficult decision at the end of last year to close Alexandra House as it was becoming increasingly difficult to provide safe, high quality care in the ageing, listed building. The staff team worked closely with local authorities, families and new care providers to ensure that comprehensive assessments and handovers were completed to make the transition to new homes as smooth as possible.

Respite care20%Nursing care49%Residential care31%

Alexandra House Care Centre

increase in monthly income

Home Care

4xIncrease in people from May’15 to March’166x

Fundraising2015/ 16


4%increase from previous year

Income donated by vehicle manufacturers from new car registrations

£1.63m

Events raised £461k

Bangers4BENHeld in association with Car Dealer magazine – a fun filled event involving car painting, fancy dress, a rally and an auction!

Challenge Events:Included a wide range of exciting challenges from running, cycling, trekking to mountain biking, sky diving and kayaking

BEN BallRaised

£206k

£4.5m

Automotive Challenge Cup

£4.5k raised from

Trade associations income doubled

An initiative where industry sectors collectively supported BEN by paying £1 per car sold through

auctions by participating companies

BackingBEN

Individual monthly employee donations£600k

PayrollGiving+11% on previous year

BEN’s annual industry black tie event – held at the Grosvenor House Hotel, London attended

by over 900 key industry leaders

Raise

d ov

er £5

5k

46 C

ars •

98

Peop

leRa

ised £5

0k

114

indi

vidua

ls to

ok

pa

rt in

chall

enge

even

ts

CompaniesSupporting BEN

companies heldfundraising events

Trade associationeventsFunds were raised at dinners,exhibitions and industry relatedaward nights

almost

300,000vehicles

350companies

12,000donors (Which process the donations on behalf

of BEN)

12,000 individual donors transitioned over to 3rd party

agencies such as, CAF, Charitable Giving and Charities Trust

Raise

d £56,0

00

Raise

d £9.5k

17 E

VEN

TS

Raise

d £54,0

00

23

RAISED THROUGH FUNDRAISING PARTNERSHIPS

4%increase from previous year

x2

Enterprise Rent-A-CarGolf Day

Bangers4BENHeld in association with Car Dealer magazine – a fun filled event involving car painting, fancy dress, a rally and an auction!

Events

BEN Ball

Bangers4BEN

Automotive Challenge Cup

Challenge Events

Moving Forward 2016/17

Grow our services and help more people

Double the number of enquiries to our free and confidential Helpline

Quadruple the number of employees we meet face-to-face via workplace engagements

Achieve 95%+ occupancy at our Care Centres

Reach and help more people with an expanded range of ‘Care Services’ To be achieved by:

• Launch new website and online communication platforms and campaigns – to drive greater awareness of BEN and our services

• Expand the ways people can reach BEN and access our Support Services and tools, e.g. Online self-service and web chat


BEN’s growth plans continue into 2016/17 with a number of ambitious goals for the year :

• Extend the hours of our Helpline to 8am–8pm Monday to Sunday

• Further expand BEN’s Volunteer programme to provide new and innovative support and improve local networks

• Develop additional strategic partnerships with specialist providers, as well as regional and local partners

• Implement new response time SLAs (Service Level Agreements) and client feedback questionnaires

• Expand our provision of Dementia Care and End of Life Care

• Extend the provision of Home Care services - in the Lynwood Village area and research the introduction of a new service in the Midlands region

Secure vital funding To be achieved by:

• Further develop industry partnerships in existing - as well as

new - sectors - e.g. Manufacturers’ tier one suppliers, commercial, construction and agricultural vehicles and ancillary services such as recruitment

• Launch new fundraising initiatives: ‘Industry Leader Challenge’ and new BEN Mass Participation Event

• Launch new BEN brand identity and through powerful communications, create greater industry awareness of BEN and the benefits of partnering with us

• Fill remaining Phase One apartments in Lynwood Village and launch the sale of Phase Two properties

Build an effective, efficient and motivated team• Launch and roll out new Colleague

Values to everyone who works for BEN

• Strengthen and up-skill teams • Upgrade Finance system to ensure

better integration of new and existing IT systems to achieve business efficiencies.

Thank You


Payroll Giving (Give As You Earn)

Taking part in Challenge Events Organising

Company Fundraising Events Nominating BEN as your Charity of the YearBacking BENGeneral Donations AuctionsBangers4BENAttending the BEN BallGolf days

Sponsoring our Events Performance Related Giving through retail sales

Donations from new Vehicle Registrations Gifts in Kind

Thank you to all our companies, partners and individuals who have supported BEN so generously in so many different ways throughout the year.

Your continued generosity and much valued donations have enabled us to help more industry colleagues than ever before.

BEN - Motor and Allied Trades Benevolent Fund. Lynwood Court, Lynwood Village, Rise Road, Ascot SL5 0FG.A charity registered in England and Wales (no.297877) and Scotland (no.SC039842).

Please note: Images within this document are for representational purposes only

BEN Annual Impact report 2015:16

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