Changing

livesAnnual Review 2015/16

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ContentsWelcome from the Chief Executive 03

Welcome from the Chair 04

Lives changed in 2015-16 05

Cruse at the Patron’s Lunch 06

Working together to change lives 08

Campaigning to change lives 1 1

Fantastic fundraising 12

Cruse training – sharing our expertise 14

Cruse vision and strategy 15

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Welcome from the Chief ExecutiveChanging lives...Cruse changes lives. That’s the message we hear so often from the people we help, and in this report we share some of their stories with you.

We change the lives of bereaved people through being alongside them at the worst time of their lives - providing reassurance, information, advice and support and helping them to find a way forward when it feels like there’s no reason to go on. We help people develop their coping strategies and find the resilience to continue with family and work responsibilities. Many of those we support go on to help us in a myriad of different ways. Some, like Quitty D’Souza (p7) or Vanessa Roberts (p10) go on to train as volunteers or join us as staff members and pass on what they have learned to others. Some, like Louise Smith (p11) generously share their difficult experiences and join us campaigning for better treatment of bereaved customers. Others, like Dave Goodey (p12), go on to take up fundraising challenges, helping raise the vital funds we need to help others.

In this report you can find information, facts and figures about just some of the people we have helped and projects we have worked on this year. Our local services, websites and National Helpline provide support to nearly half a million people each year (p5), and through our projects, partnerships and training programmes we are constantly reaching out and changing the lives of thousands of others.

If there’s one message we’d like you to take away it’s this: Cruse makes a real and lasting difference to people’s lives. We make that difference thanks to the dedication of all our volunteers, staff, supporters and partners, and I’d like to thank each and every one. With your help, we can continue changing lives and bringing new hope to bereaved people.

Debbie Kerslake, Chief Executive

Front cover: Dave Goodey (p12). Facing page: Drumming at the Cruse Volunteer Conference 2016;

Oliver Standing (p9); Cruse at the Patron’s Lunch (p6); Louise Smith (p11). This page: Debbie Kerslake; Cruse Lambeth runners at the London 10K 2016.

Five new trustees joined our Board of Trustees at the Cruse Annual General Meeting on 14th November 2015. Left to right Robin Cuthbertson, Claire Henry, Helen Causley, Poppy Mardall and Michael Whitehouse, who join Fiona Edwards, Pamela Rutter, Richard D Clarke and T Michael Pearson on the board.

You can read more about all our trustees at www.cruse.org.uk/trustees

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...in a changing world We can’t do the work we do, helping bereaved people in a changing world, without continually changing ourselves.

These are challenging times for all charities. Never has there been more scrutiny of what charities are doing and how they are being managed. Against this backdrop

Cruse, like so many others, is facing increased demand for our services in the context of greater competition for shrinking funding streams.

Recent events such as the collapse of the youth charity Kids Company have highlighted the vital role that trustees play in ensuring effective governance. At Cruse we have been working

on a full review of our governance, and as part of this we have appointed five new trustees to our board. We have established a new Council which will be made up of volunteers, former

clients and other stakeholders. Their role is to advise us on service development and on proposals that will affect bereaved people and volunteers. We have a strong team in

place to make sure we meet all regulatory requirements, put effective policies in place, and provide services of the highest quality.

We will be looking at new and innovative ways to reach more bereaved people and best meet their needs. This might be through our traditional support

services, or it might be through new services – the huge increases we have seen in people approaching us for information, visiting our website and

interacting with us on social media are one result of how the methods we use to help people are changing.

However we reach those who need us we will continue working to deliver our vision and strategy as we navigate in a challenging world.

We are confident we can build on the strength we already have, and make those changes we see are needed, always looking for the best ways to fulfil our mission and ensure everyone has somewhere

to turn when someone dies.

Fiona Edwards, Chair

Changing lives...

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We trained 1530 Bereavement Volunteers

Our volunteers donated 551,592 hours

551,592 hours donated

413,696 people visited our website – an increase of 25%

There were 2.1 million page views – an increase of 24%

We had 28,356 visits to our young people’s site Hope Again

We have 8,204 likes for our Facebook page – an increase of 31%

We have 4,100 twitter followers – an increase of 64%

413,696visitors

We gave one-to-one support to 29,073 people

We helped 3,839 people in groups

29,073people supported children &

young people

5,659We helped 5,659 children and young people face to face

We helped 408 children and young people who contacted us via Hope Again

15,233supported by phoneThe Cruse National Helpline responded to 13,878 calls

The Cruse National Helpline supported 4,601 people by email

Our local services gave telephone support to 1,355 people

55,769 people given informationWe provided in-house training and consultancy to 56 organisations and to 24 groups from the Armed Forces

Our local services gave information to 53,069 people

Central services gave information to 2,700 people

In numbers – the lives we changed in 2015-16

Murphy and Ryan at The Patron’s Lunch

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On Sunday, 12th June 2016, The Mall in St James’s Park was transformed for its largest ever street party to celebrate how Her Majesty The Queen has changed lives through her patronage of over 600 charities and organisations, on the occasion of her 90th birthday.

The Queen has been our Royal Patron for 32 years and we were delighted that a selection of Cruse volunteers, staff members, clients and supporters from England, Wales and Northern Ireland were able to attend this special event.

It was a particular privilege to be one of the very few charities chosen as a ‘Patron’s Hero’. A film was made showcasing the work that our volunteers and staff carry out on a daily basis to help bereaved people.

Murphy‘s storyTwelve-year-old Murphy McDade-Moore and his friend Ryan McCone were at the Mall representing the Get Together project from Northern Ireland.

Murphy and his mother Kelly-Ann joined other bereaved families for Get Together’s first ‘Roots & Wings’ residential weekend in Corrymeela in July 2015.

Using the video diary room that was open all through the weekend, Murphy explained how Cruse has changed his life: ‘I’m about to tell you something I don’t like to talk about. My dad passed away when I was seven and I felt like I was the only one. . . but I started coming here, and now I feel like I’m not the only one, I feel like I’m more happy. You should really come to these things. You’ll learn new things, you’ll meet new friends, I’m not even joking. I’ve made about 100 new friends in about two months. ‘

Cruse at the Patron’s Lunch

Murphy enjoying himself on the Get Together weekend

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Quitty’s storyAlso at the Mall was Croydon Cruse Volunteer Quitty D’Souza. Quitty became involved with Cruse while she was working towards a counselling diploma, and was delighted to meet Dr Colin Murray Parkes, Cruse’s Life President, at the event.

‘I was so privileged and proud to be able to represent Croydon Cruse at the Patron’s Lunch, and sit shoulder to shoulder with such lovely people from all over the UK. I had met Colin when he spoke at an event we held in Croydon and it was an honour to meet him again. He is such a wealth of information and has given so much to bereaved people throughout his career. The event was amazing, we all got on so well and we had such a laugh despite the downpour. Everyone there was so deserving and we all understand how important the work of Cruse is, each doing our small bit to make it a better world.

The Cruse volunteer training was a good, solid foundation towards my development as a counsellor and helped me in so many ways. Through my own experience, I know just how brutal losing someone can be. When my dear father died I was 22 and just fell helplessly into a crater of deep loss, pain and anger. It took me several years to climb out.

Later, I lost my beloved younger brother at 26 and more recently I lost my mother to dementia after caring for her for many years. But this time I had cultivated a network of friends and I had my Cruse family to contain and support me. My experience of loss has taught me how to live with this pain and about the prize of love.’

See more pictures from the day and watch our Patron’s Hero film at www.cruse.org.uk/News/ Patrons-Pictures

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Bereavement is one of the most painful experiences any of us will face, but if we lose someone to suicide, or through drugs or alcohol, there are additional challenges to face.

The nature of the death may be traumatic, the family may already be struggling with the impact of living with addiction or with mental illness, and sadly, some people can be judgmental rather than supportive.

It’s a huge problem – each year in the UK around 18,000 people die by suicide or through drugs or alcohol. Cruse has teamed up with two other charities to develop new projects to help the many thousands of grieving friends and relatives.

The Facing the Future project run by Cruse and Samaritans launched in September 2015. Facing the Future support groups are led jointly by experienced Samaritans and Cruse volunteers who have had specialist training in helping those bereaved by suicide.

Each group provides tailored support, as well as offering an opportunity to meet others who have had similar experiences. To find out more visit www.cruse.org.uk/facing-the-future

BEAD – Bereaved through Alcohol and Drugs is a partnership project between Cruse and Adfam, which also started offering support in 2015. Trained peer supporters, who have all been affected by drug or alcohol related bereavement themselves, offer befriending, support over the telephone, and peer support groups. To find out more visit www.cruse.org.uk/drugs-and-alcohol

Working together to change lives

Debbie Kerslake, Samaritans Chief Executive Ruth Sutherland and Alistair Burt, then Minister for Community and Social Care, at the launch of Facing the Future

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A partnership storyOliver Standing is Director of Policy and Communications for Adfam, and worked with Cruse to set up the BEAD project.

‘Bereavement through drugs and alcohol is not often spoken about but we know it is a huge problem. Adfam supports families affected by alcohol and drugs, and we knew there was a gap in support for those families where sadly, someone has died. The project with Cruse means our organisations could come together and share our expertise to help the many families who desperately need it.

The project has enriched the knowledge base of both charities. I know that personally I’ve learned loads about bereavement, which is not something I’d really thought or reflected on before. Working in partnership also gave the project access to two lots of networks. All our volunteers have themselves been through a drug or alcohol related bereavement, and seeing how those volunteers benefited from being involved and going through our training has been amazing.

The strength of our project is being able to pass on these positive changes through peer support. The help our volunteers offer is powerful, credible, and authentic – because it is informed by experience. The biggest change for families is in feeling less alone – many people bereaved through drugs and alcohol will not know anyone else who has been through a similar experience. They often don’t know what to do or where to turn. Speaking to others who have been through it helps them feel less isolated, make connections and find a way to carry on after an experience which is unimaginably awful.’

‘I’m now in a much better place, I know that my thoughts and feelings are normal and that I’m not alone. It’s helped me

to get my life back, have the confidence to do all the things I used to do.’

Facing the Future participant

‘Before I took part in the project I did feel very isolated because

of the stigma around the relative that dies through alcohol and drug

related issues. People just don’t have the understanding, they are quite

judgmental… so in the end I did not talk to people unless I trusted them.

The group was one of the most powerful experiences I have ever

had. We had all lost someone through alcohol or drugs, and it was very very

powerful. It was a very close group and we have stayed in touch.’

BEAD Family member following peer-led support group

‘The woman I am working with put up a Christmas tree for the first time since her son died. It was just a Christmas tree but

it was so much more for her children and grandchildren.’

BEAD peer volunteer

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Vanessa’s storyVanessa Roberts is Area Administrator for Cruse in Oxfordshire.

‘I had an idyllic early childhood, but my father was bipolar and when I was 14 he died by suicide. Then my mother died of cancer when I was 20. At the time as a young person I just got on with it – throwing myself into life, and not really facing what had happened. But in my early 30s, with a young family of my own, I began to really struggle and my GP referred me to Cruse.

Those first six sessions of support set my life back on track. Ten years later, I decided to train as a Bereavement Volunteer with Cruse in Oxford. Over the years as well as seeing clients I became a supervisor and trainer. Then in 2015 the Area Administrator left, and I applied and got the job.

The best part of my role is being right at the centre of things in the Area office. We are a big team and my role is to be an ‘anchor’ for the work of the Area and support the volunteers. It can be very busy, but I always feel supported.

Cruse saved my life when I was at rock bottom. Since then it’s not an exaggeration to say it has changed every aspect of my life, and given me a direction and purpose which revolves around supporting others.’

Working across our networkCruse’s local services for bereaved people are provided by our 81 Cruse Areas in England, Wales and Northern Ireland. Each Area supports a team of volunteers (over 5,000 in total). Volunteers work as fundraisers, treasurers, administrators, managers as well as fully-trained Bereavement Volunteers working directly with adults, children and young people.

Grief is universal but it’s not always easy to reach everyone who might need Cruse’s help. Many local services are working to develop new and innovative projects to reach those who might not hear about us, or who live in circumstances which make it difficult to access help.

Cruse Oxford began a project in Summer 2015 providing support in Oxford’s homeless shelters. Many homeless people are bereaved, have suffered multiple losses, and may also find it difficult to trust others after difficult past experiences. So at first our volunteers simply turned up with a packet of biscuits, set up in the communal area and provided informal chat. Now we provide one-to-one support to a number of residents and staff.

Cruse South Staffordshire has worked in partnership with St Giles Hospice and The Dove Service to set up Bereavement Drop In Help Points, where people who have suffered the death of a loved one can pick up information and seek advice. We were delighted that St Giles Hospice was named Bereavement Project of the Year for its Bereavement Help Points at the first ever Palliative and End of Life Care Awards ceremony in March 2016.

Many other Local Services are reaching out to different communities: Cruse Lancashire has been collaborating with Preston United and Cancerhelp Preston to provide bereavement support to black, minority and ethnic communities. Cruse Cornwall is working with the local learning disability organisations to develop support for people with learning disabilities and their support staff. Cruse Hull provides a service to a Category C prison, and has been approached to extend services to a Category A prison. Cruse Birmingham offers Men Only group sessions and is also working with Freedom from Torture to help a selected group of experienced volunteers to develop their skills with clients who do not speak English.

Vanessa Roberts

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Part of our mission is to speak out on issues that impact on those who have been bereaved. Cruse acts as the voice of bereaved people, whether we are influencing government policy, changing the customer practices of major corporates, working with employers to improve their care of bereaved employees or joining with partners to make sure that everyone has access to a meaningful, affordable funeral.

Read more about our campaigning and find out what you can do to help at www.cruse.org.uk/speak-out

After someone dies the last thing grieving relatives need to cope with is endless red-tape and rude or unsympathetic staff. At Cruse we have been shocked to hear about the difficult time families can have dealing with some banks after someone dies.

Louise’s storyLouise Smith’s husband died from cancer when their second child was just a year old.

‘Richard died at home, and just half an hour later my sister-in-law took a call from a credit card company asking for him. She told them Richard had died and gave details. But it felt like we entered into a ‘loop of hell’ where in the following days and weeks I was constantly being rung by credit card companies. It wasn’t just the number of calls that was upsetting, but the fact that none of the callers registered any empathy for my situation as a widowed mum of a one and three year old.

In the end, I fired off an email to the chief executive of one of the companies at 3am explaining what was happening. He replied by 5am. He was horrified. After his intervention, the culture of that bank has changed. Now, some of the calls I suffered through are used in training courses.

I was lucky enough to have one-to-one Cruse bereavement support a few months after Richard died, which really helped me. It’s been great to go on and work with Cruse to help improve how bereaved people are treated within the financial service industry.’

Cruse worked with the British Bankers Association (BBA) to develop a new code of practice – the Bereavement Principles – to offer greater help and support for bereaved customers. Those who sign up to the principles are committed to providing a more sensitive service and cutting bureaucracy.

Cruse is working with the banking industry and financial services to make these principles a reality and improve customers’ experiences at what can be the worst time of their lives. We’ve been talking to some of the major banks and we will be expanding our work in this area.

Campaigning to change lives

In early 2016 we collaborated with RBS and NatWest on a new brochure to help their customers to cope following bereavement.

Louise Smith

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The vital work we do, changing the lives of bereaved people, can’t be done without the commitment and passion of our thousands of supporters. This year our fundraisers have been out in force walking, running, cycling and holding all kind of events: from cake sales and fashion shows to memory walks and football matches. A big thank you to everyone who took part!

Fantastic fundraising

Dave’s story Dave Goodey’s wife Emma died in 2014. Dave decided to take on a charity challenge in her memory – to ride 1,500 miles across Europe on a tandem bicycle.

‘I lost my wife, Emma – my best friend and the love of my life two years ago. I wasn’t prepared for the depth of my grief once she was gone. It wasn’t until I got in touch with Cruse that my recovery and ability to find a way out of the bewildering drudgery and darkness of grief, began.

I wanted something positive to come out of losing Emma. I decided to take on a charity fundraising challenge to raise funds for Cruse and some children’s charities that Emma had supported. The plan took shape to cycle on a tandem between two of Emma’s favourite places – the island of Hvar, Croatia, and her shop, Unique Chique, in Alton, Hampshire.

Daisies had represented a personal symbol of our love, childhood memories and the coincidences that bound us together. A friend sent me a picture they’d made for my website which showed a trail of daisies behind a tandem and the idea to plant daisies as an everlasting trail along the route and the name “Daisy Trail Cycle” was born.

Our beloved dog Lotte has been a constant and faithful companion since Emma’s death; she’s lifted my spirits in the darkest hours so it was important that she come along. Family and friends joined me at points along the route to give a helping hand and a much needed boost. I felt that Emma was with us all the way – laughing at our mishaps and mistakes, guiding us through the city traffic and leading us through the narrow mountain passes.

Back home support for the fundraising was incredible. Daily updates were posted on the blog, website (www.daisytrailcycle.com), facebook and twitter. We dedicated various cycling days to friends and strangers who had lost loved ones and Lotte gained her own fan club.

The whole experience was exhausting, exhilarating and at times, overwhelming. I have been moved by the comments and messages people sent, touched by strangers reaching out to share their stories of bereavement, humbled by the generosity that helped raise over £12,000 and so very grateful for the help and support I received.’

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Wedding generosityHelen and Tony Chong decided to ask for donations instead of wedding presents when they got married in April 2015.

Helen said: ‘When my Dad died nine years ago, Cruse provided me with tremendous support as I found it very difficult to cope with. When Tony and I got married we thought it would be lovely to give something back, and we were delighted that the money donated by our guests will go towards helping other people who have lost someone close’

Thanks to all our supporters and fundersWe’d like to give a big thank you to everyone who donated money or who supported us this year. We can’t list you all individually, but we are hugely grateful to each and every one of you.

We would also like to thank the following organisations who supported us in 2015-16.

Trusts and Foundations

• The C Paul Thackray General Charitable Trust

• Craigmyle Charitable Trust

• The Ethel and Joseph Collins Charitable Trust

• Ernst Hect Trust

• GM Morrison Charitable Trust

• The Hirschel Trust

• Institute of Cemetery and Crematorium Management

• The Joseph Strong Frazer Trust

• Lloyds Bank Foundation

• The Peacock Trust

• The Ritchie Charitable Trust

• The Sir Sigmund Sternberg Charitable Foundation

Corporates

• PTS

• SCS Limited

• Samsung Electronics

• William Grant & Sons

Public Sector

• Clinical Commissioning Groups

• Department of Health

• Health and Wellbeing Boards

• Local Authorities

• Local Health Trusts

• Ministry of Defence

• N.I. DHSSPS

• Big Lottery Fund

• The Wales Government

• Ministry of Justice

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Delegates from the Asan Nanum Foundation in South Korea with Cruse Chief Executive Debbie Kerslake, following training at Cruse central office.

Every year we help thousands of people to develop their skills, knowledge and experience. For each person we train we start a chain reaction with the potential to change the lives of all the bereaved people that person comes across, in their work and beyond.

Cruse’s training builds on the expertise we have gained over more than 50 years. All volunteers who work directly with bereaved people are fully trained, and we are committed to the ongoing development of all staff and volunteers.

For external organisations we run regular one-day bereavement awareness workshops at venues across England, Wales and Northern Ireland and in 2016 our training courses were recognised by the National Counselling Society.

We offer bespoke training and consultancy tailored to an organisation’s specific requirements. Our services can help wherever anyone needs specialist advice, for example developing a company action plan to make sure services for bereaved people are continually improving.

‘The day was exactly what we were after in terms of education, insight and confidence – we all drove away

impressed with how you delivered the content and making the connections

about how we can apply this.’(Cruse workshop participant)

‘The discussion about bereavement and death although a difficult one is not to be postponed. I can put this

learning in practice at work with our customers but also in my personal life.’

(Bespoke training feedback)

Cruse training – sharing our expertise

Lois Tonkin addresses the Cruse Volunteer Conference in 2016.

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Our vision is that all bereaved people have somewhere to turn when someone dies

Cruse Bereavement CareRegistered charity: 208078

A company limited by guarantee: 00638709 (London)

Registered office Unit 0.1, One Victoria Villas Richmond, Surrey TW9 2GW

Solicitors Russell-Cooke LLP 2 Putney Hill, London SW15 6AB

Bankers Barclays Bank PLC Charities Team, 27th Floor, 1 Churchill Place, London E14 5HP

Auditors MHA MacIntyre Hudson LLP Chartered Accountants, Registered Auditors New Bridge Street House 30–34 New Bridge Street, London EC4V 6BJ

Royal Patron Her Majesty the Queen

Patrons Rt Hon the Baroness Bottomley of Nettlestone

Rt Hon Mark Francois MP

The Rt Rev Graham James, Lord Bishop of Norwich

Lady Hannam

Baroness Kramer of Richmond Park

Cardinal Vincent Nicholls, Archbishop of Westminster

William Radice

Gisela Stuart MP

The Baroness Tonge

Dame Jo Williams

Anne Cryer

Life President Dr Colin Murray Parkes OBE

Trustees

Chair Fiona Edwards

Vice Chair Pamela Rutter

Hon Treasurer Richard D Clarke

Helen Causley Robin Cuthbertson Claire Henry MBE Poppy Mardall T Michael Pearson MBE Michael Whitehouse OBE

Directorate team

Chief Executive Debbie Kerslake

Deputy Chief Executive Anne Townsend

Director of Finance and Administration and Company Secretary James McCormack

Director of Operations Andy Langford

Director, Cruse Cymru Janette Bourne

Director, Cruse Northern Ireland Paul Finnegan

Company information as at October 2016.

Whilst every effort has been made to ensure that the information presented in this report is correct at the time of going to print, Cruse Bereavement Care cannot be held responsible for any errors and/or omissions.

A web version of this report is available at www.cruse.org.uk/reports

Published by Cruse Bereavement Care ©2016.

Designed by MarkAtkinsonDesign.com

Printed by Newnorth Print Ltd, Bedford

Our strategic priorities for 2013-18

Resources To resource our strategy we will strive to develop:

• a secure financial base

• effective people

• strong networks

• smart technology

Five in five Within five years every Cruse Area will offer five key services:

• one-to-one support

• group support

• support for children

• telephone support

• email support

Cruse values We are:

• responsive

• compassionate

• respectful

• supportive

• innovative

Our clients We will reach even more bereaved people

We will support bereaved people in helping themselves

Our people We will strengthen our Cruse community

We will develop the skills of our volunteers and staff and enhance the support available to them

Our charity We will improve the way bereaved people are treated.

We will develop our role as advocates for bereaved people

Lois Tonkin addresses the Cruse Volunteer Conference in 2016.

Cruse Bereavement Care PO Box 800 Richmond, Surrey TW9 1RG

www.cruse.org.uk

Find us on Facebook: Cruse Bereavement Care

Follow us on Twitter: @crusecare

Follow us on Linkedin: www.linkedin.com/company/cruse-bereavement-care

Telephone:

Cruse England 020 8939 9530

Cruse Cymru 029 2088 6913

Cruse Northern Ireland 028 9079 2419

Cruse Bereavement Care is the leading national charity for bereaved people in England, Wales and Northern Ireland. Our mission is to offer support, advice and information to children, young people and adults when someone dies and work to enhance society’s care of bereaved people.

Cruse offers face-to-face, group, telephone, email and website support. We have a Freephone National Helpline and local services throughout England, Wales and Northern Ireland, and a website specifically for children and young people. Our services are provided by trained volunteers and are confidential and free. Cruse provides training and consultancy for external organisations and for those who may come into contact with bereaved people in the course of their work.

To donate to Cruse and support our vital work, please visit our website www.cruse.org.uk

You can find Cruse online at www.cruse.org.uk

Our national email support service is helpline@cruse.org.uk

Our National Helpline number is 0808 808 1677

Our young people’s website is at www.hopeagain.org.uk