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Driving better long-term outcomes for clients in 2025

Explore the Impact Report 2025

We put clients at the centre of everything we do - and it shows

In 2025, we made significant progress in ensuring clients not only receive support today but are set up for a more stable financial future. With 163,916 people completing full debt advice and 15,484 becoming debt free, we helped more people move from crisis to control and we did it by listening, learning, and acting on what clients told us.

The results speak for themselves. Our client satisfaction and net promoter scores remained consistently strong throughout the year.

70%

CSAT score

+61

Net Promoter Score

71%

Access score


Listening first: Our insight is shaping real change

Every improvement we delivered this year began with understanding our clients. We invested in deepening our knowledge of how people in, or at risk of, problem debt seek help, where they become stuck or overwhelmed, what they need to feel confident, informed and supported, and how different groups experience our services.

Following debt advice, we gathered regular updates on client wellbeing and the impact on their lives and identified clear patterns. Clients often experience:

  • Early signs of improvement, helping restore control
  • Growing confidence as they put advice into practice
  • Reduced worry over time as healthier financial habits take hold

These insights keep us focused on lasting resilience, not just short-term fixes.

Our Stats Yearbook also played a crucial role, taking a deep dive into client data, from emerging demographic shifts to changing socio‑economic pressures. This gave us a clearer picture of who is coming to us, why, and what barriers they face – important insight that helps us anticipate future need, adapt how we deliver support, and ensure our services remain relevant and accessible as people’s circumstances evolve.

Inclusion by design: Better support for those who need it most

We know that people facing additional barriers such as long-term health conditions, extra support needs, or neurodivergence are most at risk of poor outcomes.

Working with Equifax our research highlighted that debt advice is not always accessible for neurodivergent clients, particularly when communication formats don’t match preferences.

Read the Case Study
Explore the Research

Turning insight into action: What we improved in 2025

Insight didn’t just inform our thinking; it shaped concrete improvements that help us in directly enhancing long-term outcomes.

We strengthened the foundations of debt advice, reimagining the client experience to be clearer and more personal, and made digital services work around people’s lives - not the other way around. From quicker responses and 24/7 self-serve tools to easier payment journeys and streamlined processes, clients now get support with less friction and more choice.

With 93% of clients using digital channels, 2025 was a defining year in shaping a service that works around people’s lives:

  • Flexible, choice-led channels
  • Always available Self-Serve
  • Simplified journeys that reduce pressure
  • Full accessibility built into every design decision

Clients can now get support at the time and pace that suits them best.

Through Stepping Forward Our Service, part of our change programme focused on continuous improvements to the way we deliver our service, we removed friction and made support faster and simpler.

Highlights include:

  • Quicker responses through email integration using Genesys
  • Introduction of WhatsApp
  • Easier payment journeys for clients on Debt Management Plans
  • 11 streamlined processes reducing failure demand and improving call quality
  • More people taking control of their finances by activating a solution

Together, these changes mean clients can get help when they need it, in a way that works for them.

Find out more about our digital improvements.

We revised our suitability criteria for clients to apply for Breathing Space to ensure it is applied when it’s genuinely needed. Clearer eligibility, aligned adviser guidance and tighter reviews mean clients now receive:

  • More consistent experiences
  • Clearer explanations
  • Fewer unnecessary barriers
  • We launched secure data sharing with creditors to reduce stress on clients and enable quicker forbearance.
  • We introduced a new Later Life Lending referral partnership, giving clients access to specialist support and tailored long-term options.
  • Strategic partnerships, including a dedicated route for British Gas customers, further expanded support for vulnerable households.

Our policy and research work amplified the voices of clients facing problem debt. Key findings in 2025 included:

  • 40% of UK adults cannot cover a £1,000 emergency without borrowing
  • Neurodivergent people face unnecessary barriers to accessing debt advice
  • 58% of those experiencing coerced debt did not seek help with their debts

Delivering meaningful change through our influence and research remains one of our four strategic outcomes by 2030. These insights shaped not only our campaigning, but how we will continue providing support both now and in the future.

Read more about our policy and research work.

2025 moved closer to long-term financial stability for all

Across the charity, we took meaningful steps that improve long-term outcomes for clients.

Because when we listen deeply, design inclusively, and act on evidence, clients don’t just survive a difficult period. They rebuild stability, confidence, and control for good.

1. Impact Report 2025: Driving Financial Resilience

Hear from our CEO, Vikki Brownridge, as she reflects on our achievements and the challenges we faced in 2025.

2. Turning connections into impact: How we helped people in 2025

Read our key stats from 2025, highlighting the different ways we have supported people facing problem debt.

3. Our 2025-30 strategy: From impact to ambition and action

An overview of our new 2025-30 strategy, including our six strategic pillars and four outcomes for 2030.

4. Driving better long-term outcomes for clients in 2025

Find out how we deliver better outcomes through understanding our clients and their individual needs.

5. Digital first, data-led, and powered by experts


Transforming our services for the future and improving our digital tools to support clients and colleagues.

6. Meaningful change through our research and influence

How we are shaping national conversations with our policy, research and influencing work.

7. Financial resilience and partnership at the heart of our impact

Strengthening our financial position and future delivery capabilities with the support of our partners.

8. People and Culture: Strengthening through change

Evolving with our strategy to nurture a culture where people feel informed, supported, valued and able to thrive.

9. Partnerships


Working with partners to deepen collaboration, share innovation, and improve outcomes for people in debt.

10. Extending Support for Households in Financial Hardship

Working with British Gas to help households in financial hardship access early support to prevent escalation.

11. Supporting Neurodivergent Customers Through Insight‑Led Collaboration with Equifax

Our collaboration with Equifax highlights challenges faced by neurodivergent people in problem debt.

12. Strengthening financial support through seamless digital referral journeys

Modernising the referral journey and improving early access to trusted debt advice with the support of Very.