Looking back at our impact – and forward to a bigger, more
accessible advice service.
Over the past two years, the cost-of-living crisis has continued to put huge pressure on people across London. While inflation may have eased, the reality for many is that budgets are tighter than ever – and the basics, from food to rent to energy, still feel out of reach.
Behind the headlines are real stories. People skipping meals to make rent. Parents juggling three jobs and still falling behind on bills. Young people unsure how to build a future when every option feels unaffordable. That’s the context our service has been working in – and the reason we’ve never been more needed.
Between 2023 and 2025, we supported nearly 24,500 people across London and helped them gain over £36.5 million in financial support – easing pressure, preventing evictions, reducing anxiety, and in many cases, laying the foundations for lasting change. Because we know that money problems rarely exist in isolation – they affect housing, mental health, relationships, and every part of life.
What’s made this possible is our network of advisors, volunteers, delivery partners, funders, and friends – who’ve stepped up with creativity, care, and an unwavering commitment to getting people the help they need.
This report looks back at that journey – how we’ve been supporting people through some of the toughest moments in their lives. But it also looks ahead.
We’re strengthening our reach – expanding our coalition of charities and increasing the number of places where people can access free, expert debt advice. With new partners on board, we’ll be able to support almost 4,000 more people in the year ahead. That also includes launching video advice kiosks in over 40 community locations – including our first in a prison – opening up advice access in places people already go for support.
And here’s what we’re doing next: simplifying how advice works – for the people receiving it, and the advisors delivering it. We’re piloting a suite of new tools designed to make the whole journey smoother, quicker, and more joined-up.
That includes:
- Client Connect, an app that lets people replay their advice sessions and stay in touch between appointments.
- FirstSteps, a smarter way to start the advice journey using Open Banking and CRM integration.
- MoneyPennie, our in-house AI assistant that gives advisors instant, in-session support – like having a supervisor on hand, without breaking the flow.
Each of these innovations is explored in this report, as part of our long-term vision to make debt advice more accessible, responsive, and human – for everyone who needs it.
We’ve done this by working closely with partners across London and beyond – from the our friends at HMP Brixton, to international collaborations like the Global Credit Counselling Alliance. And we’re proud that our clients continue to trust us, with 88% awarding fi ve stars on Trustpilot and an overall rating of 4.8 out of 5.
As always, we're proud to work alongside this coalition – and grateful to everyone who’s helped keep this service strong, innovative, and focused on the people who need us most.
Thank you for being part of the journey.