Benefits and Debt Advice - Service Review Online Survey

We're currently reviewing how Benefits and Debt Advice is provided across the borough and we asked how residents currently use our services and what they would like to see in the future. 

• Language and interpretation are major barriers
• People rely on face‑to‑face because they can’t access services any other way
• Residents value trust, familiarity, and being seen quickly
• People need clearer information about what services exist
• Debt advice is reaching people too late – often at crisis point
• There was high demand and strong face‑to‑face usage
• Residents need holistic support, not fragmented services
• Some communities are over‑represented and may be dependent on the service

The survey results are feeding into a wider benefits review model. We are piloting a advice hub in Smethwick where we will test our model:

• Built community‑language support into the pilot hub model
• Ensured the hub design supports culturally inclusive advice
• Designed the pilot hub to retain strong face‑to‑face access
• Added assisted digital support for UC journals and online forms
• Included digital skills and IT literacy as a core support strand
• Ensured the hub will test multiple access channels, not just digital
• Embedded a continuity‑of‑advisor approach in the pilot
• Ensured the hub model includes triage and quick‑access appointments
• Retained community‑based delivery
• Built in warm handovers between benefits, debt, and immigration support
• Test a  handover model between Welfare Rights and specialist debt teams
• Working with DWP to implement an enhanced debt provision for clients through a Money Advice Network
• Ensured the hub model includes co‑located benefits, debt, and immigration support
• Designed the pilot hub to bring benefits, debt, immigration, ESOL, employment, energy advice, housing advice and digital support together
• Built a no‑wrong‑door model so residents can access multiple services in one visit
• Ensured the pilot tests joined‑up referrals across council and VCS partners
• Introduced self‑help tools and digital support to build independence