For London Challenge Poverty Week, we spoke with Hazira, one of Toynbee Hall’s debt advisors about her work and the changing nature of debt 

For London Challenge Poverty Week, we spoke with Hazira, one of Toynbee Hall’s debt advisors about her work and the changing nature of debt 

Toynbee Hall Debt Advisers meet with members of the public at a debt advice pop up

What it’s like to be a debt advisor?

When clients come to me for an appointment, they’re very stressed. And within that hour, they’ve come to a stage where they have a bit more control over their finances, and that makes them feel a lot better. And seeing that mental health journey within just one hour, I think it’s definitely what keeps me in this work.  

At first, clients are very agitated. They want to tell their story and they want to get straight into it. I validate their feelings, telling them the way they’re feeling is completely normal. And then I tell them about how we can help so they have realistic expectations. I think clients respond well to this approach because this gives them control over what they can expect from us.  

I always make sure I go through the consequences of every holistic approach that we give, and I always make sure that I repeat that, because the option that they go for needs to be comfortable for them and it needs to match their values. When we do things according to our values, we are a lot happier”.

When I go into their income and expenses, it can sometimes be very nerve-wracking for clients. But I always explain why we’re doing this so that they feel quite open about sharing. I always make sure I go through the consequences of every holistic approach that we give, and I always make sure that I repeat that, because the option that they go for needs to be comfortable for them and it needs to match their values. When we do things according to our values, we are a lot happier.  

What changes have you seen in clients’ debt situations over the past three years?

Now, debt doesn’t have an age. It can be anybody. Anybody can be worried. People can’t afford their rent anymore. A lot of people are spending less money on food when I first started.  

These days it’s more often unexpected situations, such as health issues, that lead to debt. For instance, someone’s who’s been in employment for all their lives and then after 20 years they’ve realised that they’ve got this health issue. Because they’ve relied on their salary all their lifes, they’re not really aware of benefits that they could be eligible for. I feel like the benefit system is designed to support people who are in need, but the way it is done is  complex for individuals to understand.  

It’s not necessarily that people are spending too much money. I see less of that. But I see more of the unexpected changes and circumstances.”

Another example is someone budgeting on a day-to-day basis and their child needs a new bed. They feel they the need to prioritise debt over the well-being of their child. There might not be money to pay their rent that month. I’ve seen some very sad stories. It’s not necessarily that people are spending too much money. I see less of that. But I see more of the unexpected changes and circumstances. 

What it’s like to call a creditor to try to get them to agree better terms for a client?

I think contacting creditors is one of the most difficult parts of the job, because sometimes they can be quite reluctant in helping. And usually, the first point of contact is very difficult because they don’t want to speak to you even if you’re speaking on behalf of a vulnerable client or someone who’s digitally excluded. If a client doesn’t have any disposable income, I pester and I really fight till the end and we do usually come out with a positive outcome. 

What should the government be doing differently?

People should not only be getting support when it is a crisis situation. For instance, during covid, people could pause mortgage payments. That type of system helps. As would a cap on rent in London. That would  give people security. 

We should also focus on the basic needs. Things like food insecurity. I really think that needs to be explored because people shouldn’t have to decide between food or an essential expenses. I have a lot of clients in temporary accommodation facing homelessness. The government needs to give them more support. 


Debt Free Advice

Toynbee Hall is the lead partner of Debt Free Advice, a partnership of 15 charities working across London to help Londoners tackle debt. We provide support at our Advice Hub and locations in Newham, Greenwich, and Barking & Dagenham. Find out more about Debt Free Advice.

Read more about London Challenge Poverty Week.

 

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