Measuring Client Outcomes: research from our pilot project
Since 2017, we've been piloting a project which regularly measures the outcomes of our clients in problem debt.
We define a ‘client outcome’ as the changes, or lack of changes, in a client’s situation after receiving debt advice. This includes their financial situation as well as other aspects of their life such as overall wellbeing.
The report looks at the process of conducting this research and our initial findings, as well as thoughts and reflections about what the results may mean for the charity, the wider debt advice sector, creditors and legislators. For our full findings, download the report.
Getting debt advice helps people's financial situations
The evidence from this pilot suggests that debt advice is working particularly effectively for certain groups of people in problem debt. Three months after advice, 60% of clients said their overall financial situation was better than before seeking advice. Even better, 12% said their debt problem was now completely sorted.
But many clients are still living on a knife edge
For most clients, including those with positive budgets, debt problems can’t be solved after just three months, and the severe impact of problem debt is still being felt at 15 months after advice. At three months, 14% of clients were still using credit, with 4% using it for housing costs and essential bills.
Recovery from debt is often a marathon, not a sprint
For many clients with additional vulnerabilities, particularly those who also have negative budgets, making ends meet each month can be difficult. More than a third (36%) of clients with a negative budget and additional vulnerability say they don't think they’ll be able to make ends meet.
Download the report now to see the full findings and reflections on our Measuring Client Outcomes pilot project.