10
THE PERSONAL TOUCH.
Going the extra mile for vulnerable customers.
Helping vulnerable customers engage with support services
is a vital first step towards dealing with debt – but it’s often
the trickiest too. Here at UKAR, we are committed to treating
everyone fairly, whatever their circumstances, and seeing how
different agencies facilitate engagement can inspire and inform
our own approach going forward.
Debt Advice Policy Analyst, Stuart Laidler, recently spent time
working with Christians Against Poverty (CAP) to find out more
about their philosophy and methods. The debt counselling
charity is currently making a difference via 252 regional centres
across the UK. Here Stuart explains what makes their approach
stand out. He says: "We’re always looking to improve how we
engage and support our customers.
“Over the last few months I’ve spent time with a CAP project in
Newcastle which offers one-to-one help to those struggling to cope
with debt. As part of the CAP network, they are great at identifying
those in most need and delivering targeted, effective support.
“Staffed by a combination of paid teams and church-based
volunteers nationwide, the charity provides an initial telephone
service then a series of home visits, often to society’s most
vulnerable people. The overall aim is to alleviate crisis and then
help people improve their long-term prospects so they can
cope with future problems better.
“It is time and labour intensive but often, when working with clients
who have a complex combination of social, mental and financial
“ We’re always looking
to improve how we
engage and support
our customers.”
Stuart Laidler, Debt Advice Policy Analyst, UKAR.
10
UKAR ARENA SUMMER 2014
problems, taking a holistic approach is most effective. I’ve seen
for myself the difference it makes. I went out with teams from
the Newcastle branch to see a client who was struggling with
depression, alcohol addiction and financial issues. His benefits
were about to be stopped and he wasn’t coping with his debts.
“He contacted the group via their phone line and was then visited
at home. By meeting him there, they were able to work out a
budget – looking in detail at his income and expenditure – but
just as importantly, they coul [