A Review of...

2,059

Individuals referred to CHAP services (including enquiries).

1,543

Referrals required direct support from our advisers and were offered an appointment.

516

Number of people only needing light-touch advice or information over the phone or were signposted to a relevant service.

220

Number of clients who booked an appointment but failed to attend.

£3,295,367

The total financial gains achieved for clients in 2024.

£85,988

Total amount of debt written off.

99%

Percentage of clients rating our service as either 'Excellent', 'Very Good' or 'Good'.

100%

Percentage of clients who said they felt comfortable and at ease with our staff.

2024 has been another record year for the team here at CHAP, in terms of the demand for our services - evidenced by the 2,059 individuals who have been referred to us. The results we have achieved for our clients this year have also reached a record high, totalling just over £3.29 million.

Putting this money into the pockets of our clients not only helps to improve the persons’ financial situation, but the overall support we provide helps in so many other ways. The majority of our clients said that our services helped to reduce their stress (72%), whilst various clients also said that our services had a positive impact on their confidence, health, education, employment, improving their social circle and activities, and with their general overall quality of life.

Below is the breakdown of the issues our clients needed support with this year (some clients needed help with various issues).

Housing: 465

Rent Arrears - 22

Private Let Issues - 40

Homelessness (inc. homeless appeals and evictions) - 54

General Housing Options - 84

Housing Applications - 99

Housing Offer Appeals - 63

Court Representation - 59

Disrepairs - 34

Mortgage / Secured Loans - 10

Welfare Rights: 1,061

General Benefit Advice / Income Maximisation / Applications - 964

ESA Disputes / Appeals - 1

UC Disputes / Appeals - 41

Housing Benefit / DHP Disputes - 4

Adult Disability Payment Disputes / Appeals - 50

DLA Disputes - 1

Debt: 277

Council Tax Arrears - 79
Other Unsecured Debts - 198

1,503

Individuals referred to CHAP services, including ‘enquiries’*.

1,165

Of those referred required direct support from our advisers and were offered an appointment.

338

Of those who contacted us or were referred only needed some light-touch advice or information over the phone or were signposted to a relevant service.

301

Number of clients who booked an appointment but failed to attend.

£2,822,262

The total financial gains achieved for clients in 2023.

£69,957

Total amount of debt written off.

98%

Of clients rated our service as either ''Good' or 'Very Good'.

99%

Felt comfortable and at ease with staff.

2023 has been a record year for the team here at CHAP, in terms of the demand for our services - evidenced by the 1,503 individuals who have been referred to us. The results we have achieved for our clients this year have also reached a record high, totalling £2,882,262.

Putting this money into the pockets of our clients not only helps to improve the persons’ financial situation, but the overall support we provide helps in so many other ways. The majority of our clients said that our services helped to reduce their stress (76%) and improve their finances (66%). Various clients also said that our services had a positive impact on their confidence, health, education, employment, improving their social circle and activities, and with their general overall quality of life.

Below is the breakdown of the issues our clients needed support with this year (some clients needed help with various issues).

Housing: 368

Rent Arrears - 60

Private Let Issues - 39

Homelessness (inc. Homeless Appeals and Evictions) - 60

General Housing Options - 43

Housing Applications - 53

Housing Offer Appeals - 15

Court Representation - 17

Housing Costs - 11

Disrepairs - 53

Mortgage / Secured Loans - 17

Welfare Rights: 625

General Benefit Advice / Income Maximisation / Applications - 516

PIP Disputes / Appeals - 20

ESA Disputes / Appeals - 3

UC Disputes / Appeals - 30

Tax Credit Disputes - 1

General Benefits Disputes - 4

Scottish Welfare Fund Disputes - 2

Benefit Sanction Disputes - 1

Child Disability Payment Disputes / Appeals - 1

Adult Disability Payment Disputes / Appeals - 47

Debt: 300

Council Tax Arrears - 99
Other Unsecured Debts - 201

893

Individuals were referred to the Advice and Information Service.

165

Failed to attend pre-arranged appointments.

£1,936,801.29

The total financial gains achieved for clients in 2022.

£50,617.89

Total debts written off.

98%

Client Satisfaction.

99%

Felt comfortable and at ease with staff.

893 individuals were referred to the Advice and Information Service in 2022, 165 of these failed to attend pre-arranged appointments. The total financial gains achieved for clients in 2022 was £1,936,801.29 which includes £50,617.89 of debts written off.

Below is the breakdown of issues presented to us in 2022 (some clients presented with several issues to be addressed).

Housing: 361

Rent Arrears - 68

Private Let issues - 89 

Mortgage/Secured Loans - 22

Homeless Appeals - 37

Housing General / Options - 145

Welfare Rights: 499

ESA Appeal -1

PIP Appeal - 54

DLA Appeal - 3

Universal Credit Appeal - 19

Adult Disability Payment Appeal - 1

Child Disability Payment Appeal - 3 

General Benefit Advice / Income Maximisation / Applications - 403

Scottish Welfare Fund & Community Care Grants / Appeals of these decisions - 8

Sanction Disputes - 1

Tax Credit Disputes - 2

Pension Credit Disputes - 4

Debt: 212

Council Tax Arrears - 52
Other Unsecured Debts - 160

661

Individuals were referred to the Advice and Information Service.

115

Individuals failed to attend pre-arranged appointments.

£1,251,484.12

The total financial gains achieved for clients in 2021.

£49,993.83

Total debts written off.

98%

Client Satisfaction.

99%

Felt comfortable and at ease with staff.

662 individuals were referred to the Advice and Information Service in 2021, 115 of these failed to attend pre-arranged appointments. The total financial gains achieved for clients in 2021 was £1,251,484.12 which includes £49,993.83 of debts written off.

Below is the breakdown of issues presented to us in 2021 (some clients presented with several issues to be addressed).

Housing: 301

Rent Arrears - 33

Private Let Issues - 34 

Mortgage / Secured Loans - 25

Homelessness - 141

Housing General / Options - 68

Welfare Rights: 235

ESA Appeal - 4
PIP Appeal - 28
DLA Appeal - 1
Universal Credit Appeal - 11
Attendance Allowance Appeal - 1
Form Filling (making claims) - 136
General Benefit Advice / Income Maximisation - 34
Universal Credit Applications - 12
Scottish Welfare Fund & Community Care Grants / Appeals of these decisions - 8

Debt: 364

Council Tax Arrears - 52
Other Unsecured Debts - 312