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Putting clients at the heart of everything we do

Our four-year strategy

Stepping Up in a Changing World: Our four-year strategy

The financial shock of the pandemic now seems to be the precursor of a prolonged period of financial uncertainty, marked by high inflation, rising interest rates and a cost-of-living crisis. Together, these conditions make our clients’ circumstances worse and our operating environment significantly more challenging.

As we address the financial squeeze that is impacting households across the United Kingdom, it’s more important than ever that we prioritise effectively, so that we deliver the vital services required to support our clients’ changing needs. 

In order to do this, we’re adopting a multi-stage approach over the next four years to develop and strengthen the charity and its impact and to ensure we’re clear about what we want to deliver, and by when.

Stage 1: Excellence, influence and collaboration

By September 2022 we will:

  •  Further develop a truly client-centred culture
  •  Ready ourselves to adapt to the requirements of the new Money and Pensions Service commissioning environment
  •  Maintain, grow and expand meaningful partnerships with creditors and other charities
  •  Influence policymakers to protect households from problem debt
  •  Improve our systems and technology infrastructure

Stage 2: Help clients on their journeys to be free of problem debt

Extending into 2023, we will:

  •  Quantify the value and impact of our positive results for our clients and our funders, by developing a comprehensive Social Return on Investment (SROI) model
  •  Invest in ongoing infrastructure changes (such as making use of Open Banking) to improve outcomes for clients
  •  Focus on our quality measures as much as on volumes and costs, continuously improving the excellence of our service
  •  Use valuable insight from our clients to continue to help policymakers across the UK to shape measures that will help prevent problem debt
  •  Ready ourselves for the implementation of Statutory Debt Repayment Plans

Stage 3: Evolve and enhance our service to adapt to changing client needs

While we continue to believe that earlier interventions and other innovations have a valuable role to play in reducing the harm of problem debt in the UK, we recognise that that there are a number of important milestones to cross before we can return to these wider ambitions.

These are likely to be fully realised only after Statutory Debt Repayment Plans (SDRPs) have been embedded into the debt advice landscape, likely to be in 2024.

Stepping Up In A Changing World

Download the strategy to learn more about our plans and commitments for the next four years.

Download now