It was also the year we launched our new five-year strategy, setting out our ambition to be the UK's leading free and independent debt advice and solutions provider, and a digital-first, data-led organisation powered by experts.
This ambition is about helping every client build financial resilience and achieve good long-term outcomes. And in 2025, we saw that in action.
More than 6 million people reached out to us, and we guided over half toward the help they needed. 163,000 clients completed full debt advice, with record numbers choosing online support.
Years ago, we pioneered the UK's first online debt advice service. Today, it's a lifeline. Over the last year, more than eight in ten clients started their full debt advice journey online at a time that suited them - a shift that also freed our advisors to spend more time helping people in the most complex situations.
We also used data more effectively than ever. Client insights strengthened our services and informed our campaigning, helping us influence policymakers on issues such as the two-child limit, economic abuse, bailiff regulation and buy-now-pay-later.
This progress was only possible with strong and stable financial footing. Thanks to the support of our partners and strategic management, we ended the year with reserves of £15.1 million, giving us a secure foundation for our 2026 plans.
Through innovation, StepChange remains a people-led organisation. The moments that stay with me most are client stories - their resilience, fear, hope, and relief remind us why we do this work and why our colleagues put clients at the heart of everything they do.
I'm incredibly pleased that 86% of colleagues say they feel proud to work here. Their dedication has helped us navigate a year of significant change - something I never take for granted.
We embark on 2026 with strong foundations, a clear strategy, and colleagues and partners united in driving lasting change for people experiencing problem debt.
I encourage you to explore the full report online to see the impact we've made together, and the ambition that will drive our work in the year ahead.