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Here is a summary of feedback from our clients who completed and returned the general exit questionnaire (April 2022 to March 2023), the Financial Support Line for Victims of Domestic Abuse, the Warmth For Wellbeing exit questionnaire and the Lift Up exit questionnaire.
Throughout the year we sent an exit questionnaire to every client when our support and advice comes to an end. Between April 2023 and March 2024 we received 37 completed exit questionnaires. Below here is the feedback from those clients who completed and returned the exit questionnaire:
95% of clients were satisfied with our services and support
100% of clients knew who to talk to about immigration queries
86% of clients felt that the help and advice received made them more independent
97% of clients felt more confident in accessing help if needed in the future
86% of clients felt less stressed and anxious
88% of clients felt they knew more about benefits available to them
100% of clients felt more confident and in control of their money
77% of clients felt in control of their debts
88% of clients felt in control of their finances
86 % of clients contacted the advice organizations which they were referred to, and 100% of those clients were happy with the service received
Clients also commented:
“You helped me whilst I was in the middle of a mental health crisis. The help and reassurance I received had a direct positive impact on my mental state and feelings of being able to cope. I am so very grateful, thank you“
“My advice worker has been a God send and I want to thank her for being so patient with me and helping me through this process“
“Thank you so much for your help. I don’t know what I would have done and how long I would have been aware of the help I could receive. Thank you so much for your help“
“Thank you very much for helping doing PIP review and also for the advice about other services that might be of some use to me. thank you“
“Thank you for all your help. I feel much more confident and not so anxious about my finances now after speaking to you. Thank you“
“It was a pleasure to deal with you because of the interest, accuracy and ease in dealing with my case and your constant support for me. You have all the kindness, respect and appreciation. Thank you!“
Financial Support Line for Victims of Domestic Abuse
Throughout the year we sent an exit questionnaire to every client when our support and advice comes to an end. Between April 2022 and March 2023 we received 7 completed exit questionnaires. Below here is the feedback from those clients who completed and returned the exit questionnaire:
100% of clients found the phone service helpful and informative
86% of clients felt in control of their finances
Clients also commented:
“I found the service very helpful. The adviser was very compassionate about my circumstances. I found it easy to talk with her in detail about my circumstances”
“My caseworker, who helped me with a huge debt of my ex-husband, was so supportive and knowledgeable. Nothing was too much trouble for her, she was kind and effective. I felt she really had my back. She got the debt written off as I was in an abusive relationship. This has eased the burden of my mental health so much. I’m very grateful”
“I am so grateful to my case worker for the work she did on our behalves. She is a wonderful, caring and professional person and handed our case brilliantly!”
Warmth For Wellbeing
The project’s aim is to reduce the health impacts of both fuel poverty and cold homes and, of food poverty on vulnerable residents. Throughout the year we sent an exit questionnaire to every client when our support and advice comes to an end. Between April 2022 and March 2023 we received 45 completed exit questionnaires. Below here is the feedback from those clients who completed and returned the Warmth For Wellbeing questionnaire:
71% of clients were less worried about paying for their electricity and gas
69% of clients felt less worried about keeping their home warm
69% of clients felt a bit more in control of their budget and had more money to buy food
Clients also commented:
“Receiving support and advice has given me the confidence and self-worth that I needed in order to start taking control of matters and believing I can! Not feeling judged or criticized helped enormously; sound, clear guidance has enabled me to start building my life again. This hasn’t just affected me but my family too. Thank you! On behalf of us all!”
“Due to eyesight issues, I am unable to go on line to seek detailed advice, hence to have conversation I had with your advisor I found it extremely helpful and it helped to ease my energy bill worries”
“I found Money Advice Plus very supportive, nothing was too much trouble, contact was always very good, i.e., telephone calls, correspondence, and knowing the help is there in the future if needed. And referral to the food bank has been less stressful than before and has been a huge help”
Lift Up
The aim of the Lift Up Project is to help clients who are just about managing to cope with the current financial situation by increasing their financial resilience through a combination of specialist debt, benefit advice, grants and financial capability coaching. Below here is the feedback from those clients who completed and returned the Lift Up questionnaire:
Clients also commented:
“The case worker was fantastic when helping me; it is a really difficult time for me mentally and financially at the moment. My case worker was really empathetic and understanding of my situation and really went the extra mile to help me . The advice she gave was clear and easily understood. I was really grateful for the money I received and spent it on food for my child. Sadly, I am still struggling to make ends meet. Thank you for everything. King regards”
“The service has helped me become a little more comfortable talking about finances, which in itself has reduced some of my anxiety around money and the future. The call appointments acted as ‘deadlines’ for me to complete certain tasks around money (for myself) i.e. taking out a credit card to improve credit score/changing payment DD dates, which made me take control and initiative of my finances. I feel more organised around my payments/savings now”
“The advisor I went through the Lift Up project for with was very helpful and signposted me clearly to ways of resolving the difficulties I face in living through high over-heads and being on low wages. The funding I received helped to get me out of a stress point and financial hole and has ensured that I am now able to manage my situation smoothly on a weekly basis”
Client Annual Survey
We also annual surveys, which are a way for clients to suggest any changes and/or improvements to the way we provide our services; in doing so we enable our clients to be at the centre of what we do.
For the 2019 Client Annual Survey we decided to explore how our clients felt about accessing our premises and services. Money Advice Plus ethos is that all our projects are available to everyone, respecting their individual needs, dignity, independence and equal opportunity.
The Equality Act 2010 stipulates that it is against the law to discriminate against someone because of a protected characteristic, these are disability, gender or gender reassignment, marriage and/or civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.
With this survey we wanted to make sure that our clients were able to feedback to us if they felt discriminated against because of belonging to one or more of the protected characteristics identified in the Act. We sent out a total of 711 easy read questionnaires to clients from 13 different projects. 109 questionnaires were completed and returned to us, a response rate of 16%.
Below here is summary of percentage of clients who completed and returned the questionnaire in relation to each protected characteristics.
Below here is summary of clients responses to the two final questions which we included on the easy-read questionnaire.
To the question –‘During your phone call, visit or appointment with Money Advice Plus did you feel that you were treated unfairly due to you age, gender, gender reassignment, ethnicity, sexual orientation, disability, marriage status, pregnancy and maternity/paternity or other reason?’ – our clients reported:
To the question – ‘Do you think we should improve the way we provide our services and support?’ – the clients told us:
