Our Impact Report for 2021

How we’re reducing the harm of problem debt

Our work in 2021: How we’re delivering against our strategic objectives

Last year, for many of us, was a more challenging year in some ways than the one before it. As the pandemic continued into its second year, ongoing restrictions and health worries took their toll. As parts of the economy remained shuttered, the impact was felt on people’s finances.

At the end of 2021, our polling suggested that one in three people struggled to keep up with bills and credit commitments – double the pre-pandemic number. We saw a significant increase in enquiries in the second quarter of 2021, but these figures did not translate into a surge in demand for debt advice.

As we progress through 2022, we know the world will continue to change at a rapid pace. But as our Impact Report shows, with the level of commitment and dedication that we have among our colleagues and supporters, we’re ready for the challenge.

"This report is a chance to reflect with a great deal of pride on what we have achieved as an organisation. Three million clients reached in total, with some 336,947 clients guided and 157,905 clients going through full debt advice. That is no mean feat and shows our ongoing impact on a daily basis"

Phil Andrew, Chief Executive

1. High quality debt advice and solutions meeting client need

Our first objective is to provide the highest quality debt advice and solutions for people struggling with problem debt and its associated challenges.

3 million clients
reached in total (-9%) 1
157,905 clients
advised (-20%) 3
£402 million
of debt was repaid
by clients (-1.3%)

336,947 clients
guided (+ 53%) 2
39,130 clients
supported (-4%) 4
24,463 clients
became free from problem debt with our support (+2%)

1 The number of people who have visited our website or called our phoneline for information or support with their money or problem debt
2 The number of people who've used a StepChange money guidance or advice tool to support them with budgeting, income or to identify what support they'll need with problem debt
3 The number of people who have completed full debt advice or received emergency advice or support
4 The number of people who've started or remain on a StepChange supported or recommended debt solution

"We are proud that we make a real difference to so many people’s lives, many of whom are struggling not just with financial concerns, but issues with their mental health, housing stability or just their ability to put food on the table."

John Griffith-Jones, Chair

2. Meaningful collaboration and efficiency

Our second objective is to build even stronger partnerships with organisations across the sector and be the most efficient provider of free debt advice and solutions.

We launched two new
digital pilots with
partner organisations
We onboarded 97 partners
to the digital referral
and call back service

14,916 clients
used the Client Activation
Portal
87% of clients
on an IVA used the
Fast Dox Portal

3. Campaigning to reduce the harm of problem debt

Our third objective is to champion the cause of people in, and at risk of, problem debt by campaigning for change in public policy and private sector practice.

We launched three
major campaign
wins
We shared 14+
consultation
responses

Provided Secretariat services
for the APPG on debt
and personal finance
Joint research published
with organisations such as
Money Advice Trust & Shelter

4. Testing out prevention alongside cure

Our fourth objective is to educate and inform people through our services to enable them to manage their money better and recover from problem debt.

6 million
visited our website
1.43m users
of our website advice content and MoneyAware 1

49,000 users
of our welfare
benefits calculator
13.1m page views
of our website
and MoneyAware 2

1MoneyAware is our debt advice blog. We now only count a user when a person has engaged with our site for at least 30 seconds
2 Page views of 30 seconds or more of our website advice content. Repeated views of a single page are counted