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Annual Review 2019/2020 - The Highlights

Benefit Gain
We supported older people to claim their benefit entitlement. We achieved a
50.87% increase on last year’s figure and were able to claim £1,778,026 for older people.

Improving Our Accessibility
Age UK North Tyneside delivered Information & Advice in 6 North Shields GP surgeries. We delivered 440 home visits.

Customer Engagement
We dealt with 4,980 customer referrals and supported 3,477 customers. 20% are now accessing more than one service which is a rise of 5% on the previous year

Our Reach

  • 33% of our customers live in North Shields
  • 22% of our customers live in the North West
  • 22% of our customers live in Whitley Bay
  • 20% of our customers live in Wallsend
  • 3% of our customers living in either Newcastle or outside of the area

Customer Satisfaction
We received 293 compliments.

Satisfaction levels following evaluation ranged from 77% to 100%

Wellbeing Activities
Monthly attendances for our 15 Health & Wellbeing groups rose to 1,713, a rise of 11% on the previous year

Dementia Connections Service
We have 7 Admiral Nurses and 5 Co-ordinators, our largest team to date.
629 people were supported by the Dementia Connections service. A rise of 6% on the previous year.

Our Admiral Nurse team supported 276 customers, a rise of 176% on the previous year. Dementia activity group attendances rose by 13% to 3,848

Social Group Activities
Our 16 Social groups saw monthly attendances rise to 606 an increase of 1% on the previous year

Covid-19 Response Services
We provided:

  • 550 emergency food parcels
  • 800 additional emergency hot meals provided
  • 624 food shopping deliveries
    We made 8,787 wellbeing telephone calls
  •  We reached out to 13,000 households offering support, information & advice
  • In response to demand, we provided a telephone befriending service supported by 80 volunteers
  • Our website received 8,470 hits
  • 75 new volunteers joined us
  • We dealt with 1,784 customer enquiries

Campaigns Work
We undertook 4 public consultations to inform the new 5 year strategy
Promoted local & national campaigns :
• Make Care Fair
• End Loneliness & Isolation
• Scams
• Covid-19 Response

We developed & introduced new services
• Healthy Habits
• Winter Warmers
• Strength & Balance
• Telephone Befriending

Our Volunteers have contributed 23,460 hours of their time to help older people in their community. The value of this to the organisation equated to £175,950

Promoted Positive Aging

  • Age Takes Centre Stage celebratory event
  • Increased our social media following: Twitter followers 2858, Facebook Followers 975, Instagram Followers 657
  • Website views 29,027
  • We achieved Dementia Friendly Community status

Hard to Reach Groups

  • Older Offenders within HMP- 4,691 Group attendances
  • LGBTQ group - 137 Group attendances

Employer of Choice
Gold Better Health at Work Award.

Outstanding Achievement Award given at annual Better Health At Work Event.

Employee Engagement
• Informed & Influenced:
• A change to the pay period to 4 weekly
• Reviewed the Appraisal process
• Introduced e-learning
• Reviewed the induction process
• Introduced a new 2025 Digital Strategy
• Introduced a new 2025 Communications & Engagement Strategy


Our 2019/2020 Annual Review

You can read,download or share a copy from the link below: