Empowering frontline workers to tackle debt with practical steps to make a difference
Let’s be real—debt is a nightmare for millions. It’s a problem people rarely talk about, but it’s quietly ruining lives. The issue? The services that could help are already overwhelmed. The demand for debt advice is so high that there aren’t enough experts to go around.
8.1 million people in the UK need debt advice, and 12.6 million need early guidance to prevent things from getting worse. Most of these people are renters, under 35, and on low incomes. They’re already living paycheck to paycheck, and missing a bill or an unexpected expense can send them spiralling.
The debt advice sector is stretched, with more people needing help than there are services available. But here’s the thing: debt advice is only part of the solution. There’s a lot we can do before someone reaches that point, and that’s where we come in.
How Frontline Workers Can Make a Difference
Our work with tenants through the Quids in! Money Guidance programme has been going strong since 2020. Each year, we support around 650 tenants who are struggling financially, helping them navigate their money worries and take control of their financial future.
We’re not talking about offering financial advice—we’ll leave that to the pros—but we are talking about offering practical, everyday support that could make the difference between someone drowning in debt or finding a way out.
In February we ran a session called Paving The Way Out Of Debt.’ Hosted with the Wales Money Guiders Network, (run by the Money and Pensions Service [MaPS]), we presented practical tips for frontline workers on supporting people in debt. We explored the opportunities for non-debt advisers to book-end debt advice, drawing on our own frontline and strategic experience.
Here’s how:
- Reduce the Stigma
Talking about money is hard—especially when you’re behind on bills. But if we’re regularly in contact with people in our communities, we can help build trust and reduce the fear factor. When people feel comfortable talking about their finances, they’re more likely to take action. This is where lived experience can really help. As one Stonewater tenant put it, “Clean Slate understands that people are struggling with the cost of living, and they understand what people are going through.”
- Tackle the Post
Stacks of unopened letters? That’s often a sign of debt. You don’t need to be a financial expert to help someone sort through their mail, break it down, and see what’s actually important. Small steps like opening post can free up the emotional bandwidth to consider longer-term options. We can talk about what debt advice is, demystify the process and what to expect, refer them in, and keep them motivated if there’s a waiting list.
- Use a Benefits Checker
Looking for quick wins that build trust in the process, we can start with a benefits checker to see if there are any missed sources of income. (In 2024, Quids in! money coaches helped Stonewater tenants access £43,150 in additional welfare payments). - Review Income and Expenditure
Helping people take a good hard look at their income and spending can shine a light on where things are going wrong. We can look at expenditure that could be cut, for example through signing up to social tariffs for utilities and broadband, etc. There are calculators to show the impact of small cutbacks to smoking or drinking can make over a month or year, but care should be taken over appearing judgemental - Paving the Way
We’re not providing a formal financial statement, but we’re paving the way for debt advice while keeping the individual feeling in control. MaPS estimates it takes someone who has slipped into debt on average 12-18 months before they access debt advice services. In 2024, Quids in! money coaches doubled the number of indebted Stonewater tenants who were taking action on their debt or arrears within six weeks
The Impact of Early Intervention
Debt doesn’t happen overnight. It starts small—one missed payment, one late fee—and before you know it, you’re looking at a mountain of bills. That’s why early intervention is key. The sooner someone gets help, the less likely they are to spiral out of control.
Take Kelly, for example. She was struggling with a £400 energy debt, and by the time she finished a six-week money coaching programme, we had helped her halve that debt from £400 to £200. Not only that, she also received a £400 credit and saved a whopping £3,536 over the year. Early intervention can really make a huge difference. It’s not just about fixing a problem—it’s about making sure it doesn’t become a crisis.
Step Up Now
There’s lots we cannot do as non-financial specialists, and closer partnerships with debt advice providers may be required, but there’s still plenty we can do. Money guiders are an unsung and under-utilised resource in the fight against debt that is corroding our communities and tenants’ quality of life.
So, as frontline workers, it’s on us to step up and offer the support we can. It’s not about being a financial guru—it’s about being a guide, helping people take the first steps toward financial stability.
If there are ten times more people facing debt crisis than there are spaces for them in formal debt services, it’s time to ramp up what the rest of us can do to support them.
You can see a recording of the Paving The Way Out Of Debt and Maximising Impact Through Digital Comms webinars here. Forthcoming training programmes are advertised here.
Image: Billion Photos / Shutterstock