Our impact
7 years… And counting!
Upper Norwood Library Trust took over the running of the library building in July 2016 and since then have united the local community and supported many vulnerable residents.
Proud to serve the local area
We offer a range of services from free advice sessions and regular classes to markets and live performances. We strive for inclusion and community spirit in all that we do.
And we’re just getting started
We’ve held 59 one-off events over the past year alone, along with our usual line-up of fantastic courses and classes. There’s always something happening at Upper Norwood Library Hub!
72%
children felt more confident after attending the camp
92%
event satisfaction rating across our events programme
£13,862
has been saved by users of the BESN programme
90+
volunteers have helped us over the past three years to deliver our courses and events
“So very proud of the performers and excellent content and delivery of the event. Very impressive all round.”
“We’re so impressed with the camps that you run. The performances have been excellent and I like that they’re so inclusive. Thanks so much!”
“Social networking is difficult when you don’t speak English - now it’s getting better... I can speak to my son’s teachers now which makes me feel happy.”
“I had never cycled before coming to Wonder Wheels and didn’t think that I would ever have the confidence to do it. The instructors and organisers were really patient and I am really proud of what I have achieved.”
“It’s been great fun being involved in the project and it truly is a very rewarding experience helping the women and children to learn such an important skill. I would definitely love to do this again.”
Meet those who have benefited from our work
maria, BESN customer
Maria is in her seventies and came in contact with a BESN champion while at a local food bank waiting to receive emergency food supplies.
Maria says, “I am so glad I met you – your interventions have really helped me!”
Maria expressed a clear frustration with her energy supplier that wasn't responding to a complaint that her physical disabilities are preventing her from accessing gas and electric meters located in her cellar to take readings.
Maria described the difficulties she was having communicating with her supplier over the phone and online due to having both visual and hearing impairments. She felt extremely anxious about being over charged on her usage and getting into debt.
After explaining her concerns, Maria was advised to sign up to her supplier’s Priority Service Register and book an appointment for an engineer to visit her home to take a meter reading.
As Maria hasn't switched tariff for over a year and is in a contract with her supplier, she was also advised to ask her supplier directly if there are any better tariffs available.
On Maria's request, the champion called the energy supplier on her behalf and together they successfully booked an appointment for an engineer to take a meter reading.
Through this call, Maria also switched tariff making an estimated annual saving of £546.
Since she suffers from memory loss, at the end of the one-to-one session, Maria was provided with a written summary of advice and actions taken.
The champion explains, “When I first approached Maria she was very distressed by the situation. After receiving advice and support her demeanour completely changed. I could visibly see the impact this situation was having on her health and the relief she felt after the session.”
Since then, Maria has received follow up contact over the phone, advice on recent bills and had a successful home visit from her supplier to take her meter readings.