Institute of Money Advisers Annual Conference & AGM MAS & UK Debt Advice. Caroline Siarkiewicz Head of Debt Advice

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1 Institute of Money Advisers Annual Conference & AGM 2015 MAS & UK Debt Advice Caroline Siarkiewicz Head of Debt Advice 1

2 Questions BIS funded 100,000 debt advice sessions across England and Wales in the year before funding changed in How many more sessions did MAS fund in 2014/15? What level of funding for debt advice delivery will MAS provide across the UK in 2015/16? 2 a.104,000 b.114,000 c.124,000 a. 37,236,000 b. 42,489,000 c. 45,637,000

3 Debt Advice in the UK MAS vision for debt advice The strategy The Independent Review 3

4 Vision for the next 5 years Everyone in problem debt accesses a consistent and effective advice sector at the right time to reach the best long-term outcomes for them

5 Aims Aims Aims Aims Aims Themes To support everyone to be able to recognise symptoms of problem debt To make the existence and benefits of debt advice common knowledge To support 3m people to access advice To encourage a culture of continuous improvement across the sector To turn the Money Advice Service into the recognised centre for insight into resolving problem debt Quality Access Funding To effectively influence the UK-wide funding for debt advice To support the provision of sufficient funding to meet need To prove and disseminate the value of debt advice To identify required solutions and the effectiveness of existing solutions for the existing cohort of over-indebted people Solutions Seamless journey To identify best practice for a seamless client journey into debt advice To ensure appropriate solutions are in place to get clients to the right outcomes To improve creditor and other referrals into debt advice

6 Access Outcomes Measures Activities 2015/16 Everyone in problem debt recognises that they are An increase in over-indebted people equipped to recognise the symptoms of problem debt To identify the symptoms of problem debt To communicate the symptoms widely Everyone in the UK knows about the benefits of debt advice and how to access it Advice-seeking behaviour is normalised An incremental rise in those people who understand the benefits of debt advice and where to go To establish a baseline of the UK population who understand the benefits and accessibility of debt advice To effectively promote the benefits of debt advice 3m people in the UK get debt advice Achieve a step change in our strategic commissioning in 2016/17 An incremental increase in over-indebted people accessing debt advice through funded services, partners and wider sector To conduct an appraisal of opportunities presented by technologies Monitor and review performance of funding objectives of 3 year grant agreements in E and W Assess any changes in need and effectiveness in all channels of advice

7 Funding Outcomes Measures Activities 2015/16 Funding for debt advice matches need The VFM that debt advice provides is widely understood Funding for debt advice matches need To convincingly demonstrate the social return of debt advice Design a mechanism that demonstrates VFM of debt advice funding Stable, flexible long-term funding is in place Number of joint funding agreements/ principles in place for three years and above To have a clear view of existing funding levels and the conditions attached to them Funding for debt advice is maximised with no duplication or over provision Number of funders agreeing and implementing complementary commissioning principles To design and prepare the ToR for a UK-wide strategic commissioning board

8 Quality Outcomes Measures Activities 2015/16 Debt advice sector is responsive to changing needs and continually improves Number of debt advice organisations who engage with quality initiatives To implement a Peer review Scheme To develop an implement an approach to sharing experience and best practice To continue to embed quality initiatives across the wider sector To establish a best practice model of advice delivery Share and disseminate best practice model The wider debt advice sector use the new SFS Number of clients helped using a new SFS Design and launch new SFS

9 Solutions Outcomes Measures Activities 2015/16 New solutions are identified and a process for identifying emerging needs is defined To conduct a research programme focussed on the effectiveness of existing solutions and unmet needs of the existing cohort Effectiveness of existing solutions is understood Appropriate solutions are in place A full range of solutions that meet the identified needs of all over-indebted people To work with statutory and non-statutory bodies to implement required solutions

10 Journeys Outcomes Measures Activities 2015/16 Integrate financial capability into the debt advice Journey. Number of clients who receive financial capability advice after debt advice. To pilot debt advice interventions post debt advice. Clients always reach the right outcome in a timely fashion An incremental increase in the number of people accessing advice earlier and achieving good outcomes. To reach agreement with advice providers on alignment of service delivery Customers are referred into debt advice at the right time to maximise client outcomes More customers are referred to debt advice. Evaluate current pre arrears interventions and pilot new ones using behavioural change techniques

11 Questions How many organisational codes and standards have been accredited against the MAS quality Framework? a. 3 b. 5 c. 7 How many client outcomes does the MAS Evaluation toolkit measure? a. 15 b. 18 c

12 Independent Review Report published 20 March 2015 Money Advice Service has an important job to do Endorsement of debt advice work Recognises consumers need support to make good financial decisions Acknowledges differing needs of consumers Calls for strengthening of strategic leadership role across both money advice and debt advice 12

13 Our response Welcome direction of report and agree with many specific recommendations Working closely with FCA / HMT and stakeholders Over-riding test is what will deliver best for consumers 13

14 Independent Review: Debt advice Recommendations 14 The recommendations around debt advice reflect existing work across the sector and the Money Advice Service: Strengthen strategic leadership role Establish high-level Debt Advice Steering Group to co-ordinate various aspects of debt advice Work with others to raise consumer awareness of free debt advice Integration of debt and money advice to help prevent over-indebtedness Promote adoption of common protocols Raise standards and share best practice Reach more clients, and reduce repeat rates

15 Independent Review: Debt advice Establishing a new Debt Advice Steering Group Aims of the steering group championing improved customer experience seeking to raise funding levels and match with need ensuring funding is deployed effectively promoting interventions to prevent and reduce overindebtedness Membership at senior level from debt advice providers and main creditors 15 To include 6 major high-street banks and BBA Keen to explore appropriate membership First meeting by end June 2015

16 Independent Review On a small number of review recommendations we are working with an external challenge panel and stakeholders to review the practicality and impact on consumers. Offering advice only where there is a gap in the market Providing an overarching helpline on financial products Accrediting other providers with a quality mark Offering grant funding where there are gaps in provision First meeting of the Independent Panel will be in May and will include retail bank representation. Report to HMT in autumn

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