Money Advice Plus Stakeholder Survey 2021

With this survey we would like to hear about your experience of referring or signposting your clients to Money Advice Plus (MAP) or using/benefiting from information provided by us during the past 12 months. Feedback received from you and other agencies will help us understanding if our services reflect what your clients need and what adjustments and/or changes we should put into place.

This 10 questions, short survey can be completed anonymously and should take no more than 10mins to complete. If you have questions at any time about the survey or the procedures, you may contact Paolo Boldrini at paolo.boldrini@moneyadviceplus.org.uk

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* 1. What is your relationship with MAP?

I refer clients

I signpost/give out information about services

I work with mutual clients

I commission services

Other (please specify)

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* 2. Where do you work?

Brighton & Hove

East Sussex

Other

Other (please specify)

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* 3. What type of organisation do you work for/what's your role?

Housing Association

Social Worker

Local Authority

Mental Health Team

Support Worker

Community Worker

Other (please specify)

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* 4. Have you made a referral to MAP in the last 12 months?

Yes

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* 5. Below here is a list of what MAP does. Have you used or know about our different services? (tick all that apply)

	I have made a referral for or used this service	I did not know you did this	I knew you did this but have not referred or used
Specialist level welfare benefits advice	Specialist level welfare benefits advice I have made a referral for or used this service	Specialist level welfare benefits advice I did not know you did this	Specialist level welfare benefits advice I knew you did this but have not referred or used
Specialist level debt advice	Specialist level debt advice I have made a referral for or used this service	Specialist level debt advice I did not know you did this	Specialist level debt advice I knew you did this but have not referred or used
Budgeting advice	Budgeting advice I have made a referral for or used this service	Budgeting advice I did not know you did this	Budgeting advice I knew you did this but have not referred or used
Money handling	Money handling I have made a referral for or used this service	Money handling I did not know you did this	Money handling I knew you did this but have not referred or used
Debt management plans	Debt management plans I have made a referral for or used this service	Debt management plans I did not know you did this	Debt management plans I knew you did this but have not referred or used
Appointee or Deputy in the Court of Protection	Appointee or Deputy in the Court of Protection I have made a referral for or used this service	Appointee or Deputy in the Court of Protection I did not know you did this	Appointee or Deputy in the Court of Protection I knew you did this but have not referred or used
Training and workshops	Training and workshops I have made a referral for or used this service	Training and workshops I did not know you did this	Training and workshops I knew you did this but have not referred or used
Website information resources	Website information resources I have made a referral for or used this service	Website information resources I did not know you did this	Website information resources I knew you did this but have not referred or used

Other (please specify)

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* 6. How do you rate MAP for the following? (1 not good / 5 excellent)

	1	2	3	4	5
How we respond to a referral	How we respond to a referral 1	How we respond to a referral 2	How we respond to a referral 3	How we respond to a referral 4	How we respond to a referral 5
Length of wait for client	Length of wait for client 1	Length of wait for client 2	Length of wait for client 3	Length of wait for client 4	Length of wait for client 5
Keeping you informed about the progress of referrals	Keeping you informed about the progress of referrals 1	Keeping you informed about the progress of referrals 2	Keeping you informed about the progress of referrals 3	Keeping you informed about the progress of referrals 4	Keeping you informed about the progress of referrals 5
Keeping you informed about our work with a client	Keeping you informed about our work with a client 1	Keeping you informed about our work with a client 2	Keeping you informed about our work with a client 3	Keeping you informed about our work with a client 4	Keeping you informed about our work with a client 5
Support for the client	Support for the client 1	Support for the client 2	Support for the client 3	Support for the client 4	Support for the client 5
The outcome for a client	The outcome for a client 1	The outcome for a client 2	The outcome for a client 3	The outcome for a client 4	The outcome for a client 5

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* 7. How could we improve our service? (tick all that apply)

More of what you do / increase capacity

Regular updates on referral made by you/improve the way we communicate with you after you made a referral

Waiting list too long

Send in a referral on an online/website form

Provide regular feedback in terms of people helped, money gained, appeals won etc.

Better information for referrers and clients on the services that you offer

Nothing I can think of

Other (please specify)

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* 8. What do we excel at? (tick all that apply)

Helpful

Call back quite quickly

Accurate and supportive service

Excellent communication and professionalism

Knowledge

Listening

Reliable

Holistic support

Take out the stress and anxiety of dealing with creditors for service users

Flexibility for vulnerable people

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* 9. In relation to what MAP does, do you agree or disagree with the following statements?

	Agree	Disagree	Not sure
Is uniquely placed to handle people's money and is approved and regulated by the Financial Conduct Authority	Is uniquely placed to handle people's money and is approved and regulated by the Financial Conduct Authority Agree	Is uniquely placed to handle people's money and is approved and regulated by the Financial Conduct Authority Disagree	Is uniquely placed to handle people's money and is approved and regulated by the Financial Conduct Authority Not sure
Helps give greater peace of mind	Helps give greater peace of mind Agree	Helps give greater peace of mind Disagree	Helps give greater peace of mind Not sure
Helps people regain control over their lives	Helps people regain control over their lives Agree	Helps people regain control over their lives Disagree	Helps people regain control over their lives Not sure
Helps prevent financial abuse	Helps prevent financial abuse Agree	Helps prevent financial abuse Disagree	Helps prevent financial abuse Not sure
Helps keep people in the community and out of care	Helps keep people in the community and out of care Agree	Helps keep people in the community and out of care Disagree	Helps keep people in the community and out of care Not sure
Provides a fully accessible, comprehensive and personalised service across the UK for both debt and welfare benefits advice and casework	Provides a fully accessible, comprehensive and personalised service across the UK for both debt and welfare benefits advice and casework Agree	Provides a fully accessible, comprehensive and personalised service across the UK for both debt and welfare benefits advice and casework Disagree	Provides a fully accessible, comprehensive and personalised service across the UK for both debt and welfare benefits advice and casework Not sure
Reaches out to people who need money advice and support the most	Reaches out to people who need money advice and support the most Agree	Reaches out to people who need money advice and support the most Disagree	Reaches out to people who need money advice and support the most Not sure
Specialises in working with people who find it hard to access mainstream advice service	Specialises in working with people who find it hard to access mainstream advice service Agree	Specialises in working with people who find it hard to access mainstream advice service Disagree	Specialises in working with people who find it hard to access mainstream advice service Not sure
Tailors its support to individual client needs	Tailors its support to individual client needs Agree	Tailors its support to individual client needs Disagree	Tailors its support to individual client needs Not sure
Provides a broad range of money advice services from one-off advice to in-depth support	Provides a broad range of money advice services from one-off advice to in-depth support Agree	Provides a broad range of money advice services from one-off advice to in-depth support Disagree	Provides a broad range of money advice services from one-off advice to in-depth support Not sure
Is the trusted debt and benefit expert	Is the trusted debt and benefit expert Agree	Is the trusted debt and benefit expert Disagree	Is the trusted debt and benefit expert Not sure

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* 10. As for everyone else, the ongoing pandemic had had an impact on our capacity and on the way we provide some of our services. Because of the urgency of the situation we were unable to consult our stakeholders before changing the way we work. Are there any adjustments in relation to our services we should consider?

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* 11. Are you happy for us to contact you in the future with news or information about our activities? To contact you and/or help us better analyse replies, please provide your name and organisation that you work for. Leave the box below blank if you wish to remain anonymous.