MONEY ADVICE SERVICES. Research Report

Transcription

1 MONEY ADVICE SERVICES Research Report Shirley Lamb Development Worker Midlothian Financial Inclusion Network January 2014

2 CONTENTS Page 1. MIDLOTHIAN 3 2. MIDLOTHIAN FINANCIAL INCLUSION NETWORK 3 3. METHODOLOGY 5 4. BACKGROUND 6 5. FINDINGS Money Advice Services 8 6. CONCLUSION AND RECOMMENDATIONS FURTHER INFORMATION/WHAT DO YOU THINK? 15 APPENDICES APPENDIX I - References APPENDIX II - Organisations who participated in the Research APPENDIX III - MFIN Questionnaire Money Advice Services 2

3 1. MIDLOTHIAN Midlothian is a semi-rural local authority area that lies to the south of Edinburgh. The population of Midlothian in 2012 was approximately 84,240 people, living in approximately 35,528 households. Midlothian has the second smallest population of any mainland local authority in Scotland. In Scotland, the number of lone adult households is projected to increase by 49 per cent over the period In Midlothian, the number of lone adult households is projected to increase by 56 per cent, and the number of larger households in Source: University of Dundee Midlothian is projected to fall, with the number of households of 2 or more adults with children decreasing by 17 per cent over the 25 year period. The average household size is projected to decrease from 2.27 in 2010 to 2.05 in Throughout Midlothian, households headed by year olds are projected to increase in number by 17 per cent, and those headed by the 75+ age group are projected to increase in number by 103 per cent between the years 2010 and MIDLOTHIAN FINANCIAL INCLUSION NETWORK 2.1 Introduction Midlothian Financial Inclusion Network was constituted in May 2004 to raise awareness of money advice and increase access to money advice services. Membership of MFIN includes money advice agencies, local organisations and statutory bodies. MFIN is run by a voluntary Board of Directors and MFIN s key objective, as outlined in its Memorandum of Association is: 2.2 Aims To relieve poverty and to advance public education in all matters relating to the management of personal finances. MFIN aims to: increase awareness of money advice increase access to money advice services target help to vulnerable groups and areas and build the capacity of community-based groups to support their clients 2.3 Financial Inclusion Strategy Throughout the past year MFIN has extensively updated their Financial Inclusion Strategy and this document now covers the period The purpose of the Strategy is to: provide background on financial inclusion issues affecting Midlothian identify current and planned activity on financial inclusion in Midlothian identify gaps in provision and outlines a plan of action to address these gaps 3

4 Copies of the strategy can be downloaded from the Midlothian Financial Network s website: The Strategy also links in to other local financial initiatives, including the Child Poverty and Mental Health Strategies Partnership Working MFIN also works in partnership with other local organisations to promote financial inclusion. Furthermore, MFIN has an extensive mailing list for information on local training and articles of interest. A number of organisations also attend MFIN s regular meetings held in Dalkeith MARCH Project The Midlothian Area Resource Coordination for Hardship Project (MARCH) is one of a number of local projects funded until March 2015 to supplement local services to help mitigate the affects of welfare reform. The March Project was launched on 6 November to coordinate and improve resources available for hardship in Midlothian. The Project is a partnership between Midlothian Council, Changeworks and MFIN employs three people and has four strands: 1) Crisis Response: Improving services to people in hardship by providing a single point of contact for organisations whose clients are in need. 2) Increase the Range of Hardship Support: The Hardship Coordinator will also work to increase the range of hardship provision 3) Welfare Advice: providing additional welfare advice by the creation of a Welfare Rights Officer post, who will target people affected by the welfare reform changes and provide increased outreach in local communities and with high risk groups 4) Financial Skills Training: Targeting people in hardship due to welfare reform, the Affordable Living Adviser will provide budgeting skills, fuel poverty advice and food waste advice to people on very low incomes Making Advice Work A recent joint bid by Penicuik and Dalkeith CABx (drafted by MFIN) to the Scottish Legal Aid Board (SLAB) has been successful. Dalkeith CAB is currently recruiting a full time money adviser, who will work alongside a full time welfare rights officer employed by and based in Penicuik CAB at outreach locations throughout the priority areas of deprivation in Midlothian. The Making Advice Work Project is aimed at assisting people who are adversely affected by welfare reform with benefit and debt issues Research Part I of MFIN s research on Employment and Support Allowance identified agencies in Midlothian who were currently giving welfare advice to their clients and ascertained their current waiting lists. Some of the relevant data obtained will be revisited in the Findings section of this report. 4

5 2.5 Welfare Reform The Welfare Reform Act 2012 provides for the introduction of a universal credit to replace a range of means-tested benefits and tax credits for working age people starting from The Act follows on the Government s 2010 White Paper, Universal Credit welfare that works. As well as introducing Universal Credit and related measures the Act makes significant changes to the benefit system, including the introduction of Personal Independence Payments to replace Disability Living Allowance and caps on the total amount of benefit that can be claimed. In an assessment of the welfare benefit reforms, Rights Advice Scotland estimated a total annual loss to Midlothian residents of between 7,785,130-9,160, Research Part I of MFIN s research on Employment and Support Allowance identified agencies in Midlothian who were currently giving welfare advice to their clients and ascertained their current waiting lists. The data obtained will be revisited in the Findings section of this report. 3. METHODOLOGY 3.1 Introduction Feedback from advice agencies throughout Midlothian and discussions with Midlothian Council identified important issues and concerns around money advice. Members of MFIN were also worried that the recent Welfare Reforms and financial hardship were having a negative impact on residents ability to access sufficient support locally. 3.2 Aims At the Board Meeting on 23 August 2012, members of Midlothian Financial Inclusion Network agreed to undertake research and map Money Advice Services in Midlothian. It was expected that the results of this research would: Map existing service provision Identify gaps in service provision Develop a strategy for going forward 3.3. Process Between September and October 2013 a questionnaire was developed with input from members and key agencies. A copy of the questionnaire can be found in Appendix III. A balance was sought between finding out relevant information from which to draw an analysis and not over-burden organisations with requests for data. 1 People, Councils, the Economy, Rights Advice Scotland, September

6 The final Questionnaire was approved and distributed to a wide range of relevant agencies via Midlothian Voluntary Action during October 2013 with a two week deadline for returns. A reminder was also sent out just before the deadline. As well as the tick box questions, organisations were encouraged to expand their answers to questions. Once data had been obtained it was entered into several spreadsheets for analysis. This report sets out the background, examines the research findings and identifies a strategy for moving forward. 4. BACKGROUND 4.1 Money Advice The landscape of money advice in Scotland is very diverse, with numerous service providers providing a wide range of services through various delivery channels. The recently published report Money Advice Services across Local Authorities 2 indicates that money advice services play an important role in supporting vulnerable individuals and families across Scotland. Effective and efficient money advice services can influence a range of important outcome areas, including those relating to financial capability, health and wellbeing and community safety. The money advice sector is currently facing difficult challenges, including the ongoing impact of the recession, significant levels of poverty and inequalities, the impact of Welfare Reform and the relentless rise of Payday lending and substantial increase in rent arrears. This is resulting in significant increases in demand for money advice services, at a time of constrained public sector resources. The majority of Local Authorities in Scotland provide a mix of both a Council-run money advice service, as well as commissioning third sector organisations to deliver elements of local advice, principally Citizens Advice Bureaux. It is estimated that Scottish Councils investment in money advice services is in the region of 20 million a year, with Midlothian Council spending 376,504 annually overall, which includes the service level agreements with CABx as well as Fairer Scotland Fund projects. 4.2 The Definition of Money Advice One of the main issues concerning money advice is defining exactly what the term means. Whilst many people regard money advice as principally debt advice, others take the view that it includes budgeting advice and more general financial advice for individuals (e.g. advice on savings and mortgages). Money advice may include what benefit is appropriate, debt advice, budgeting or complex casework which may result in representation at a tribunal. Debt advice may include negotiation with creditors over reduced payments, income maximisation or an application for sequestration (bankruptcy) where appropriate. Money advice can also refer to the use of self-help material, e.g. tools on the internet, peer support groups and informal advice from family and friends or advice to contact an Independent Financial Adviser. Many definitions of money advice in the public and third sector are based on the assumption that money advice should be confidential, problem-solving, comprehensive, independent, impartial, client-centred, accessible and free-to-client. 2 Money Advice Services Across Local Authorities, The Money Advice Service, August

7 4.3. Standards for Information and Advice Providers Scottish National Standards Scottish National Standards for Information and Advice Providers 3 have been developed by the Scottish Government in consultation with the advice sector. They are designed to set a standard for delivering effective information and advice services. The Standards recognise that people access information and advice from a range of agencies. These agencies range from those that deliver a service specialising in specific topics of advice, for example, housing or money or welfare rights, income maximisation and generalist advice services offering their services to all members of the public to agencies where information and advice form only a small part of their remit Money Advice Scotland Lay representatives in Scotland generally work to recognised standards such as Money Advice Scotland. The Money Advice Service is currently developing a debt advice quality framework with a focus on measuring the outcomes of money advice. This framework will be used to evaluate the impact of their own services and the Money Advice Service will also encourage its wider use by other funders across the sector Future Changes Debt Advice By 2015 many significant changes to debt advice legislation and regulation will come into force. By April 2014 the regulation and licensing of consumer credit (including debt advice) will come under the Financial Conduct Authority. The FCA will be more proactive and responsive to consumer detriment, will have more resources to tackle problem area and will be following a rules based approach, rather than giving guidance. Furthermore, Citizens Advice Bureaux will no longer have a group licence each bureau will have their own licence Debt Arrangement Scheme/Sequestration (Bankruptcy) Some organisations also have advisers who receive specialist training and are registered as competent to advise and make an application to the Debt Arrangement Scotland (DAS) scheme. This statutory scheme is designed for clients to repay multiple debts (in full) over a reasonable timescale (usually no more than 10 years). During the lifetime of a Debt Arrangement Scheme enforcement and sequestration actions are prohibited. As long as the client maintains payments to the Scheme, no further interest or other charges can accrue. Some organisations may also register competent advisers as lay representatives for home owners facing action in the heritable court and/or issuing Certificates of Sequestration under the Home Owner and Debtor Protection (Scotland) Act Scottish National Standards for Information and Advice Providers, A Quality Assurance Framework 2009, The Scottish Government Edinburgh

8 5. FINDINGS 5.1 Introduction The Money Advice Services questionnaire comprised of eleven questions focussing on organisation s clients and services, what assistance agencies provide, quality of advice and demand on services. Thirteen completed questionnaires were returned and are mapped out in table below:- Organisation Base Number Dalkeith 5 Penicuik 2 Loanhead 1 Edinburgh 4 Musselburgh 1 A full list of organisations who participated in the research can be found in Appendix II. The first question asked for details of the person and organisation completing the questionnaire. Three of the completed forms included details of the organisation s OFT licence number, which is required to give debt advice. As noted in the above table, the majority of organisations were based in either Dalkeith, or with their main base in Edinburgh, although Midlothian was included in their remit for certain projects. The majority of organisations covered the whole of Midlothian Question Two Clients and Services in Midlothian The organisations who provided services in Midlothian provide assistance to the following specific groups as detailed in the following bar chart:- 8

9 Other included carers, tenants and members of the household, carers, deaf people and anyone at risk of fuel poverty. The best supported groups were/are families, disabled, older and unemployed people Question Three What services do you provide to these clients? Organisations provide an extensive range of advice services in Midlothian, as detailed below. Please note that whilst seven organisations ticked the debt box some of them simply signpost and do not provide advice: 9

10 Other services provided included: Various advice and information on all topics 5.4. Question Four What methods of service delivery are used in this provision? Organisations were asked what methods of service delivery are used in the provision of money advice services. The table below illustrates that the vast majority of organisations undertook outreach services, closely followed by telephone advice, home visits, signposting and completion of forms: *Outreach services face to face advice for individuals who cannot access advice in the main office Question Five Levels of Expertise Organisations were asked what level of expertise they provided. A number of organisations provided money advice at basic, advanced and complex levels. Basic level money advice may include signposting clients to other more specialised providers or to routes for accessing self help materials or basic budgeting. Advanced level advice may involve completion of forms and casework. Complex cases for example, include clients presenting with a range of problems such as multiple debts, which are significantly more complex and challenging than the average CAB client, which may involve DAS/sequestration, or requiring representation at social security appeals. Organisations generally offered different levels of expertise for different categories as shown in the following table. For example - Changeworks provided budgeting at a basic level, food waste at an advanced level and energy at a complex level. 10

11 Table Levels of Expertise Money Advice Debt Advice Benefits Advice Fuel Advice Organisation B A C B A C B A C B A C Castle Rock/Edinvar Housing Association Changeworks Christians Against Poverty Dalkeith CAB Deaf Action Melville Housing Money Advice Service Older People s Project (Welfare Rights) Penicuik CAB The Action Group Welfare Rights Working with Families (Midlothian Council) *Code B Basic A Advanced C - Complex Basic level advice may include an element of signposting to other appropriate agencies. 11

12 Supplementary Information: Melville Housing s Money Advice Service is provided by CHAI and funded by Melville Housing for tenants and their families. Midlothian Council Welfare Rights Service employs 3 Income Maximisation Officers and 2 Welfare Rights Officers who assist people with Benefit matters, including tribunal representation. There are two vacant posts at present. With funding from Macmillan Cancer Support, Midlothian Council also provides a benefits advice service for people affected by cancer and their families. The service offers help through home visits and telephone advice and covers all levels from information and form filling to advocacy and tribunal representation. Advice is offered on other issues such as debt, housing, employment, transport, etc as well as welfare benefits. Although not included in this report, the service featured in Part I of the ESA report Local Advice Services. The Action Group works with children and adults who need additional support to live in the community and their families. They provide regular support and advice to around 1,000 individuals and families across Edinburgh, the Lothians and Falkirk. Due to exceptional demand for the Benefits and Money Matters Advice Project the service is temporarily suspended for new referrals. Working for Families caseworkers can refer clients to the dedicated WfF Money Adviser based in Dalkeith CAB. The adviser is an approved money adviser under the Scottish Government s Debt Arrangement Scheme (DAS). Midlothian CABx provide a holistic advice service with specialist workers registered to undertake complex debt work, including DAS, Certificates of Sequestration and representation in the heritable court. Penicuik CAB also represents clients at benefit tribunals. Midlothian CABx deliver complex independent fuel advice, but also refer clients to the very popular Changeworks surgeries within the Bureaux Question Six DAS/bankruptcy services Organisations were asked whether or not they provided DAS/bankruptcy (including Certificate of Sequestration). Twelve organisations answered this question. Organisations offering this service included Midlothian CABx, Melville Housing and Christians against Poverty Question Seven Customer Feedback Organisations were asked how they record customer feedback. Several organisations included a mix of different methods: Surveys Evaluation Forms Questionnaires Audit Accompanied Visits 12

13 Complaints Procedure (leaflets displayed) Outcomes Thank you cards The most popular system was Evaluation Forms, used by the majority of organisations Question Eight Quality of Advice Organisations were asked how they monitor the quality of their advice. All organisations had some framework in place to check on the quality of their assistance. Answers included the following: Checks of cases carried out Benefits advice accredited through National Standards Independent audits Review of case files Feedback review from service users Monitoring and Evaluation reports Staff training, support and supervision on regular basis Telephone survey to clients Complaints process 5.9. Question Nine Liability Insurance Organisations were asked whether or not they had liability insurance. All of the organisations who completed the questionnaire answered yes to this question Question Ten Demand on Services Organisations were asked whether they were able to cope with the demand on their advice services in Midlothian. Exactly half of the twelve organisations who completed this question could not cope with the demand on their services. Waiting lists varied from one to four weeks. Organisations particularly under pressure included the Citizens Advice Bureaux, Welfare Rights, the Action Group and Housing Associations. Welfare Rights work with their partners/advice agencies in Midlothian to signpost clients to ensure that their waiting times are kept to a minimum. In a similar way to our findings in our recent Employment and Support Allowance Report, organisations who were managing at the moment felt that this could change in the near future due to Welfare Reform. 13

14 5.11. Question Eleven Barriers to Money Advice Provision Organisations were asked what they felt were the main access barriers to money advice provision in Midlothian. Several agencies felt that there was a lack of awareness of services, including what organisations could offer their clients and furthermore their client group did not engage with services. Organisations felt that there was an unrealistic expectation of what agencies could deliver with television and radio advertisements confusing the issue. Agencies felt that there was client fear and stigma/embarrassment surrounding the term money advice. Two agencies also felt that literacy problems could be a factor in addressing advice provision and long waiting lists were also a factor. Agencies felt that there should be more willingness to make cross-referrals amongst local organisations. Organisations who refer to the Citizens Advice Bureau service quoted demand on services meant their clients had to wait seven to ten days for an appointment with a specialist worker. It was felt that clients need the support of a face to face appointment. Furthermore, an experienced adviser will also identify other issues that may need addressing. Several agencies thought that there was not enough provision to meet demand, particularly in rural areas. Finally whilst many of the clients have access to the internet on their smart phones they lacked broadband access or capacity for tablets or computers. As a result they had difficulty filling in forms or downloading information. 6. CONCLUSION AND RECOMMENDATIONS 6.1 Conclusion This report, together with our previous research provides an overview of Money Advice Services in Midlothian. The landscape for Money Advice Services is extremely diverse with a wide range of service providers providing a range of services through various delivery channels. The research indicates that money advice services play an important role in supporting vulnerable people. It is recognised that appropriate and effective money advice services can influence a range of important outcome areas, including those relating to financial capability, health and wellbeing, community safety, income maximisation, prevention of homelessness, mitigation of poverty, hardship and debt. Half of the organisations who participated in the research indicated that they struggled to cope with the demand on their services. Other organisations indicated that whilst they were able to manage at the moment, this could change in the future, particularly in light of the welfare reforms and the high cost of available sources of credit such as payday loans. Furthermore the high demand for recent innovations such as the Midlothian Foodbank, indicate significant levels of poverty and hardship continues to exist throughout Midlothian. Whilst an increase in the number of new projects in recent months such as the Making Advice Work is broadly welcomed, the majority are short-term funded and the subsequent increase in management/monitoring demands can adversely impact on their core services. There are also concerns that there may become a reliance on short term project funding to provide services to the detriment of core services. 14

15 Benefits of having multiple providers may include greater innovation, improved choice and more effective targeting of groups and services. However a number of organisations indicated that they were unaware of all the money advice services available in Midlothian. This can result in elements of overlap, gaps and organisations/clients confusion over provision. Organisations were also unsure who offered, basic, advanced or complex level of expertise. The research also indicates a wide range of different methods of recording customer satisfaction and monitoring quality of advice. This makes it difficult to measure and compare different money advice services. It is recognised therefore that the issue of measuring/aggregating the impact of money advice is likely to remain challenging. A number of organisations undertake budgeting and/or financial skills training to clients. However in many cases it is lack of income which is the main factor and/or clients who would benefit from skills training being unwilling to engage with the provider. Web-based advice did not feature strongly in this research with the lack of broadband access, or privacy settings mentioned, together with lack of access to mainstream bank accounts. This is of major concern with Department of Work and Pensions commitment to move to on-line benefit applications paid into bank accounts. 6.2 Recommendations There is a need for a register of advice services in Midlothian updated on a regular basis to map out clearly what level of advice they offer in regard to money advice and welfare rights advice having regard to the Scottish National Standards for Information and Advice Providers - Type I, Type II and Type III, so that there is a clear picture of the level of advice available. There is a recognised need to improve access and reach of money advice provision for specific target groups, especially the most vulnerable clients. The majority of organisations do not provide any aftercare support for a client once they have found a solution to manage their problems. This could perhaps lead to better outcomes for clients, although there are resource implications involved. Innovative ways of involving clients, particularly for certain groups who would benefit from financial skills training should be explored. For example reaching out to young people through the introduction of money management into the school curriculum or adopting the holistic approach for people with mental health difficulties. The tagging on of budgeting to other courses may be a possible way forward and/or through the MARCH Project. There is a need to strengthen networks between organisations offering money advice services. MFIN, including the new MARCH Project has a continuing partnership role to play in this respect. The MARCH Project has recently published a useful Crisis Response Guide detailing local resources for people experiencing hardship as a result of welfare reform. 15

16 The visibility of money advice services needs to be improved, particularly in relation to new initiatives. A distinction should also be made between tackling existing demand and future anticipated needs. Clients lack of access to broadband and relevant computer skills will be exacerbated by the introduction of on-line applications for Universal Credit, etc. Additional provision and training in the statutory and third sector will be essential, including provision/awareness of data protection, privacy and security. There is a need to improve the referral service between providers, the MARCH Project is looking at a joint referral sheet, but issues surrounding data protection, robust systems and confidentiality remain challenging. 7. FURTHER INFORMATION/WHAT DO YOU THINK? Midlothian Financial Inclusion Network is committed to listening to the views of other agencies and most importantly, the people who live in Midlothian. If you have any views on the Money Advice Report, would like the document in a different format such as large print, or need any additional information on the contents of this report please contact: Shirley Lamb Development Worker MFIN mfin54@googl .com Sue Peart Chair MFIN E mail: suepeart@penicuikcab.casonline.org.uk Midlothian Financial Inclusion Network, January

17 APPENDIX I - References People, Councils, the Economy, Rights Advice Scotland, September 2010 Money Advice Services across Scotland s Local Authorities, August 2013 Scottish National Standards for Information and Advice Providers, A Quality Assurance Framework 2009, The Scottish Government Edinburgh 2009 Employment and Support Allowance, MFIN March 2013 Midlothian Foodbank Statistics, October 2013 MFIN Financial Inclusion Strategy

18 APPENDIX II - List of Organisations The following organisations participated in the Research Dalkeith Citizens Advice Bureau Penicuik Citizens Advice Bureau Midlothian Welfare Rights Midlothian Older People s Project The Action Group Melville Housing Working for Families Changeworks Deaf Action Christians Against Poverty The Money Advice Service Castle Rock/Endivar Housing Association Loanhead Community Learning Association CHAI (joint response with Melville Housing) 18

19 APPENDIX III MFIN QUESTIONNAIRE Midlothian Financial Inclusion Network is a local charity that deals with issues of financial exclusion. We are undertaking research to find out more about local voluntary organisations current provision of money advice services. This will be used in conjunction with the evidence already obtained in Part I of our report on Employment and Support Allowance. This research will help us to develop money advice services in Midlothian, identify training needs and address gaps in service provision. The data will be added to a database, which will in turn be collated and a report published in December All information will remain strictly confidential and individuals will not be personally identified in the report. 1. Your name... Organisation... Address......OFT Licence no Your Clients and Services in Midlothian Which of the following clients groups do you support (please tick all that apply)? Families Lone Parents Children and Young People Disabled People Unemployed Young People Older People People with addiction People with debt problems Minority Ethnic Groups Homeless Service Personnel Other (please state) What money advice services do you provide to these clients in Midlothian? (Please tick all that apply)? Advocacy Services Advice and Information Counselling Debt Advice Accommodation/housing Other (please state)... Education and Training Benefits Advice Energy Advice and Fuel Income Maximisation Billing Advice 19

20 4. What methods of service delivery are used in this provision? Signposting Completion of forms Budgeting Telephone advice Web-based advice (Assisted) self help Outreach services Aftercare Home Visits 5. What level of expertise do you provide? Basic Advanced Complex 6. Do you offer DAS/bankruptcy (including Certificate of Sequestration) Yes No 7. How do you record customer satisfaction? How do you monitor the quality of your advice? Does your organisation have liability insurance? Yes No 10. Are you able to cope with the demand on your money advice services in Midlothian? Yes No If no, (a) how many people are on your waiting lists?... and (b) how long do they have to wait?... weeks 11. What, in your opinion, are the main access barriers to money advice provision in Midlothian? Deadline for returned questionnaires: Monday 28 October 2013 Please return completed questionnaires to MFIN at or by post to MFIN c/o Midlothian Voluntary Action, 4/6 White Hart Street, Dalkeith EH22 1AE. THANK YOU VERY MUCH FOR YOUR TIME Scottish Charity Number: SC Registered as a Company in Scotland: Company Number SC

21 Midlothian Financial Inclusion Network is a registered Charity No.: SCO Registered as a Company in Scotland: Midlothian Financial Inclusion Network mfin54@googl .com Web: MFIN receives funding from the Fairer Scotland Fund Midlothian Financial Inclusion Network is a registered Charity No.: SCO Registered as a Company in Scotland: SC