The Last Word Comment


The last line of defence


True partnerships are already providing a way to tackle poverty on the doorstep


Dawn Stobart Director of external affairs, Christians Against Poverty


The reality of poverty is often concealed behind closed doors. According to the Office of National Statistics, one in three people fell into poverty sometime between 2012 and 2015; this is a stark reminder that no-one is exempt from financial difficulty. But who are these ‘people in poverty’?


They are neighbours, work colleagues, family members and friends. Perhaps even we ourselves are familiar with what it means to go without and face a daily struggle to get by. When doors are closed, none of us can


see the failing plumbing, rising damp, dirt or broken furniture. We are unaware of the despair, the isolation, the complex needs and the mental-health problems. Sadly, this is the hidden reality for many


of our clients, but Mark is one example of how a life can turn around by opening the door. His situation began to deteriorate rapidly when mental-health problems arose. He was unable to work and became disinterested in life. As a consequence, his studio-flat fell into


disrepair, becoming dusty, dirty, and full of broken furniture. The bathroom pipes were broken and the floor was covered in rotten clothes, he only ventured outside to use the toilet of a local pub. Often poverty goes unnoticed and ignored,


until bills are not paid and customers stop responding. It is at this point that creditors may intervene and enforcement action might be taken. It is hard to truly understand a customer’s circumstance when they are not responding or do not disclose this information over the phone. We know that lack of engagement is common and fear is a big part of this. In a survey we conducted, it was found that, before our help, one in five clients were


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But who are these ‘people in poverty’? They are neighbours, work colleagues, family members and friends. Perhaps even we ourselves are familiar with what it means to go without and face a daily struggle to get by


afraid to leave their home and three-quarters were afraid to open their post. Whilst field visits can cause anxiety, visiting people in their homes provides a valuable touch-point where all else has failed. Mark knew that he would soon be faced


with eviction and did not know where to turn. Having missed too many mortgage repayments, he was visited by a field team, who discovered the state of his home and referred him to us – our volunteers helped him to clean his home and even bought him a bed. Through the face-to-face contact, from


his mortgage provider and CAP, Mark’s situation was turned around. Home visiting provides an important


opportunity to identify the needs of a household and signpost accordingly. We have always operated using a home visiting service and as a result have broken isolation, offered help, and brought hope to thousands of people, helping them in a time of crisis. There can be a powerful positive impact


when creditors and debt advisers work together, helping to secure the right customer outcome. Forbearance gives time to begin to sustainably repay debts without the pressure of enforcement action creating more instability. Yet, even when an enforcement agent is


at the door there is still opportunity to offer the help and support people need. We see real value in all organisations,


within the credit industry, working together to help customers in desperate situations. This helps customers to receive the best service, get the best advice and learn to live financially healthy lives. The power of partnership is indisputable, and Mark’s story is testament to that. CCR


September 2017


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