MAT > What we do > Impact 2016

Our impact and annual reports

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2016 was another busy year for the Trust as we help people across the UK to tackle their debts and manage their money with confidence.

 

At the heart of our approach is our belief that the best way to help people in financial difficulty is to empower them to help themselves. Our services and tools for people in debt help them to understand their options and give them the confidence to take the next step to manage their debts. This approach allows people to manage their own situation, resulting in better long-term financial health.

Collaboration is central to everything we do. In 2016, we continued to work in partnership with the advice sector, creditors and other organisations that have a role to play in the debt and credit environment. In these uncertain times, we will do all we can to meet this growing demand – and work with our many partners to help even more people to change their lives for the better.

 

 

 Content Editor

 
 

National Debtline – supporting people in debt

National Debtline helped 138,120 people on the phone and a further 34,065 people through our webchat service. In addition, there were 1,104,300 visits to the National Debtline website. With our funders’ support, we have invested in our services to ensure that they meet the needs of people who come to us for help now, and in the future. We recruited 24 new advisers in our contact centre, now have 6 advisers responding to webchats, and on the website the content has been made more mobile friendly. The impact of our services on the people we help is:




Business Debtline – supporting businesses in debt

Business Debtline helped 20,860 people on the phone, and a further 3,731 people through our webchat service. In addition, there were 132,462 visits to the Business Debtline website. With our funders’ support, we have invested in our services to ensure that they meet the needs of people who come to us for help now, and in the future – this includes a new team of six more advisers taking calls, a webchat adviser responding to people online, and changes to website content to make it more mobile friendly.



 

Wiseradviser – supporting the advice sector

Wiseradviser provided 8,619 training places to 860 free-to-client organisations across the UK. 4,385 advisers used the Wiseradviser website to access training and other learning resources. 64% of Wiseradviser training places were provided through online courses and five new courses were developed.

We provide resources and tools for the advice and credit sectors, which they use to support people in debt. In 2016 this included:

  • 27,790+ self-help packs sent to 218 debt advice agencies across the UK.
  • 165 Common Financial Statement (CFS) new licences granted to organisations.
  • Over 1,000 income and expenditure budgets completed through CASHflow.
  • 12-step guide on vulnerability, launched to help advice agencies better support their advisers. 

 

Training & consultancy

We have delivered first-class staff training and consultancy across a range of themes to more than 2,308 staff in 53 organisations in 2016. Our practical support and tools help creditors to identify customers in vulnerable circumstances, and support those with mental health problems and serious illnesses. 



 

Innovation Grants

Last year we funded four projects aimed at helping individuals or small businesses to deal with their debts through our Innovation Grants, improving the UK’s money and debt environment:

  • Nudging by Design – Behaviour Change: Toolkit of ‘nudge’ principles designed for the debt advice sector, helping clients tackle debt and improve financial health.
  • BE Secure – Hyde Housing: Used behavioural economics to ‘nudge’ tenants towards debt advice, resulting in a 16% reduction in arrears.
  • Starting Point – Wallet Watchers: Lesson plans, videos and training hand-outs developed by young people, for young people.
  • Get in Quick – SDAIS: Working with health visitors, midwives and 40 young families to reduce debt and increase income (£35,854 total, £895 average per client). 
 

Our approach to impact  and theory of change

Our services put us in a unique position to understand why people fall into unmanageable debt and the challenges they face. Reviewing and evaluating the impact of our services is important to us. We use regular feedback from the people we help, across all our services and channels, to understand the impact we have and make improvements to our services. The framework we use to evaluate our impact is set out in our theory of change. This shows us how the Trust contributes to helping people across the UK to tackle their debts and manage their money with confidence.

It helps us to:

  • show exactly how our work makes a difference; and
  • demonstrate how our activities contribute to us achieving our overall vision.

Our high-level theory of change is as follows: 

 


To read more about how we measure our impact please see our Impact Report Methodology, and our Theory of Change.  

View the Trust's Impact 
Reports

 

Impact Report 2016

Impact Report 2015

 

 

 
Impact report 2016
Download the full impact report.
 
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