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Smiling colleagues

People and Culture: Strengthening through change

Explore the Impact Report 2025

2025 was a year of significant transformation for StepChange. As we evolved to deliver our new strategy and meet the changing needs of people facing problem debt, we kept colleagues at the heart of our decision making. Throughout change, our focus remained clear: nurture a culture where people feel informed, supported, valued and able to thrive.

Headline stats

82%

2025 engagement score


86%

of colleagues feel proud to work at StepChange

94%

care about the future of StepChange

78%

reported a sense of belonging

3.5

score for Glassdoor

80%

CEO approval

3.8

score for culture and values

4.1

score for diversity and inclusion

Engagement

As we brought our new strategy to life and strengthened opportunities for colleagues to shape the journey, engagement was key.

  • Strategy launch celebrations across all offices, including a live‑streamed organisation‑wide meeting, catered colleague watch parties, CEO listening sessions to help colleagues understand the role they play in delivering the strategy, a StepChange time capsule and selfie stations.
  • Manager Strategy Away Day in April, equipping middle managers to confidently communicate strategic aims and support teams.
  • Quarterly feedback gathering in operational teams to gather insight during period of change and respond to emerging themes.
  • Introduction of an Engagement Manager role to drive year-round engagement.
  • Transition of Joint Consultative Committee into the Colleague Board, bolstering colleague voice.

Colleague Board

The Colleague Board comes together monthly and meet with the Executive Team and Senior Leadership quarterly, while Trustees connect with the Chair and Vice Chair twice a year. Crucially, drive every agenda is driven by the Board, making sure the topics that matter most to colleagues always lead the conversation.

This year, the Colleague Board will help shape some of the charity’s biggest priorities, including:

  • Influencing the design of our Digital Transformation Programme
  • Supporting the review of Performance Management and Total Reward
  • Play an active role in Environmental, Social Governance, Equality, Diversity & Inclusion and sustainability work
  • Help to embed our values and behaviours across the charity
  • Representing colleague voice at the heart of our governance

Richard Greenall, Colleague Board Chair:


“Last year was a major step forward for us. Based on colleague feedback, we replaced the Joint Consultative Committee (JCC) with our new colleague board to give a clearer, stronger way to influence how we work. Since then, the Executive Team has given us a formal seat at the table on key areas. This means colleague insights are built into decisions much earlier, helping make StepChange more transparent, fair, and accountable.”

Richard Greenall, Colleague Board Chair

Wellbeing Strategy

Our wellbeing approach in 2025 focused on supporting physical, mental, financial and social wellbeing.

  • Updated Wellbeing Hub as a central, accessible resource.
  • Webinars on menopause, mental health and varied wellbeing topics.
  • Wellbeing coffee chats connecting colleagues informally.
  • Continued support from Mental Health First Aiders.
  • Comprehensive Employee Assistance Programme offering counselling, legal and life-event guidance.

Reward

Our reward approach remained focused on fairness, equity and supporting colleagues through economic pressures.

  • Pay adjustments aligned with inflation and market data.
  • Real Living Wage: full 5% increase implemented.
  • Gender pay gap remains low and non-discriminatory for equal-value roles.
  • Expanded pension salary sacrifice in response to increases to employer National Insurance.

Learning & Development

We made major progress towards our three-year Learning & Development strategy: “A place where people learn and grow”. This work reinforces our ability to retain, develop and empower brilliant colleagues.

  • LinkedIn Learning rolled out to all colleagues, offering access to 16,000+ courses.
  • LearnFest 2025 celebrated Learning at Work Week with the theme “Get Connected”.
  • Leadership Programme maintained Level 5 Institute of Leadership accreditation — StepChange remains the first debt advice organisation with this status.
  • Mentoring Scheme launched charity‑wide.
  • Mandatory Learning resulting in extra capacity to support clients:
    • 410 days / 2,870 hours saved across the charity since introducing new approach in 2024
    • Average pass rates: 98.8%, ensuring high competence.

Equality, Diversity & Inclusion (EDI)

Our updated EDI Strategy and colleague-led actions drove meaningful progress in creating a more inclusive culture.

  • Launch of EDI e-learning module.
  • Establishment of an 18‑member cross-charity EDI Working Group.
  • Accessibility audits conducted across all sites.
  • Celebrating cultural diversity by taking part in Leeds Pride parade, International Women's Day, Black History Month, Eid and many more.
  • Updated EDI Strategy implemented.
  • Disability and neurodiversity training delivered in Scotland.

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.