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| * Please tell us the name of the organisation you work for | | |
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| * Did you refer any clients into the pilot? |
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| * We had a total of 282 referrals during the pilot, which is significantly lower than the original proposed 750. We’re aware of the issues that were faced over the exclusion criteria and gaining client's consent. Did you encounter any other issues or problems when finding clients to refer into the pilot? | | |
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| * Once you had agreement from the client, did you find it easy to refer them to StepChange? |
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| * Please explain what issues you had referring your clients to StepChange and how these could have been overcome | | |
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| * Were you happy with the amount of time between your referral of the client and a proposal being sent to you from StepChange? |
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| * Please explain why you weren't happy with the timescales and how we could have improved this | | |
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| * Overall were you happy with the quality of the budgets produced by StepChange? |
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| * Please let us know what could have been improved or what other information you would have liked | | |
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| * Were you happy with the advice that StepChange provided to your clients? |
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| * How could the advice have been improved? | | |
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| * Was there any additional information that you would have found useful to have when making a decision about whether or not to accept a client’s proposal? |
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| * What other information would you have found useful? | | |
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| * The initial timescales for responding to a proposal were set at 48 hours for B to G proposals and 5 days for H proposals. Do you think these timescales were realistic? |
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| * What changes would you make to the timescales for responding to proposals? | | |
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| * For the proposals that you were unable to accept, what were the main reasons for this? Were there any common problems or issues that you came across? | | |
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| * How satisfied were you with the waterfall outcomes you were offered? |
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| * From your experience what worked well with the waterfall outcomes and what could be improved upon? | | |
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| * How satisfied were you with the communications you received from StepChange? |
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| * How could the communications have been improved? | | |
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| * Did you send new paperwork to your clients to confirm their restructured payments? |
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| * What stopped you from sending this paperwork? | | |
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| * What percentage of your clients have managed to make and maintain their new restructured payments? | | |
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| How would you rate StepChange in the following areas:
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| * Were there any recurring issues or problems you had throughout the process? |
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| * Please let us know what these issues or problems were and if possible how they could have been resolved | | |
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| * Do you have any further comments or suggestions about the pilot or StepChange Debt Charity? | | |
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