We aim to make our website as accessible as possible. However if you use a screen reader and require debt advice you may find it easier to phone us instead. Our phone number is 0 8 0 0 1 3 8 1 1 1 1. Freephone (including all mobiles).

Our Impact Report for 2021

How we’re reducing the harm of problem debt

Download the report   

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

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

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
  • 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
  • We shared 14+
  • 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

5. Getting the message out

Our fifth objective is to create greater awareness of free debt advice and specifically among vulnerable groups.

  • 50 press
  • 364 mentions
    on TV and radio
  • Over 13 million
    views of our
    debt advice pages

6. Nurturing our people

Our final objective is to engage and develop our colleagues.

  • Each colleague
    received 41 hours
    of training
  • We awarded 20 colleagues
    with an Iain Kendall Award
    for excellence
  • Our CEO and Executive team hosted two townhall sessions reaching over 900 colleagues

Annual Report and Accounts 2021

To understand our impact in 2021, as well as our financials, read our full Annual Report and Accounts.

Download the report  

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