Money Advice service

Pam was previously a Welfare Rights Officer at the local authority helping people claim benefits and challenge poor decisions. She became a Money Advisor after taking a secondment to the role from her then job as an Income Officer with the Group.

In total, she has 23 years’ experience in welfare rights work.

Pam says she likes to approach each customer’s case as it comes, depending on individual circumstances.

“Making a difference to people is the best thing about my job,” she said.

“Being able to take the pressure and stress from a customer is important to me. Whenever there's a successful outcome, it's a nice feeling for the customer and for me. This role has great job satisfaction.

“I don’t judge people. I have experienced debt myself first hand, so I know some of the fear customers may be going through.

“However, there's always a solution to a problem and I want to help. It can be a relief to solve your issues, so speak to us.

“If we can’t help you ourselves, we can signpost to a relevant agency that can.”

Angie has been a Money Advisor with us for more than 13 years, having previously worked in Supported Housing. Angie prefers to meet customers on a face-to-face basis as she feels it has a more personal feeling and helps her to get to know the customer better. Angie is a firm believer that everyone needs help from time-to-time and that it's nothing to be ashamed of.

Some of the regular cases Angie comes across include issues with Universal Credit, sorting out new benefit entitlements following the death of a partner and dealing with a range of Housing Benefit enquiries.

She said: “The most rewarding element of my job is when somebody that was struggling and in arrears gets sorted and has more income available to them, with no arrears.

“Seeing that person no longer worrying about their finances fills me with joy.

“Don’t be concerned about contacting us – advisors are here to help and nobody is good at everything, so it's nothing to be worried about.”

Stuart spent more than 20 years working for the Department for Work and Pensions, becoming increasingly disillusioned with the way the benefits system put obstacles in the way of those who needed the support.

He left the DWP and after some time with Citizens Advice, he joined us to take on a fresh challenge and to help improve lives.
Stuart believes in face-to-face meetings with customers and that by seeing them in their home environment helps to give him an idea of what matters to them and what their priorities are. He believes people are more relaxed and open in their own homes.

If this approach doesn’t suit a particular customer, Stuart is happy to talk over the phone but whichever way first contact is made, he's keen to build trust and show the customer that he's there to help them.

Stuart says many customers he sees experience difficulties with the benefits system, so a lot of his time is spent trying to pick a way through the problems of Universal Credit and PIP. This ranges from seeing if somebody is eligible to receive a benefit, right through to claims stages and challenging decisions.

He also helps customers sort out payment arrangements when they have fallen behind on their essential bills such as Council Tax or utility suppliers.

Stuart enjoys the feeling of helping to bring even a few extra pounds into a household so that they can manage life a little easier.

He said: “Times are hard for a lot of people. Nobody really chooses to struggle and sometimes having somebody who isn’t directly involved with what is going on to look at it can help get things a little clearer.

“We aren’t here to judge folks or tell them what they should or shouldn’t be doing, but to try and offer a bit of support, knowledge and fresh eyes to look at a problem.

“I would say that if you aren’t sure about making the call to us, then do it anyway. Unfortunately money problems rarely get better by ignoring them so at very least, after a conversation with one of the team, you will at least know where you stand, have a better perspective of how severe the issue is and what you could maybe do to change the situation.”

Penny joined the Group in November 2021 and has worked directly with tenants in housing for over 20 years.

Her roles have included Tenant Inclusion Officer, Welfare Reform Officer and Money Advisor. She's a qualified member of the Institute of Money Advisers (IMA).

Penny has significant experience both as a money advisor and a money coach, providing welfare benefits, budgeting and debt advice, guidance and support.

She enjoys helping customers to identify opportunities for maximising their income or reducing their outgoings, and supporting them with claims, appeals, and grant applications.

Penny aims to build a relationship of trust with customers, identifying the most appropriate solutions and breaking these into manageable bite-size chunks. Agreeing a way forward based on the customer's individual circumstances is key to success.

Penny also enjoys developing and delivering coaching on a range of money advice topics. Examples include switching energy suppliers, benefits for older people, healthy eating on a budget and Christmas on a budget, to name just a few.

Penny says the best part of her job is the satisfaction she gets from helping people to overcome their money worries and seeing them end up in a better place financially.

Penny would advise anyone with money worries to contact the Money Advice Team straightaway – you’d be surprised at the advice or guidance they are able to offer.