SCOTCASH WORKSHOP Co-location and partnership working

KEY ISSUES Up to 1.6m families who were entitled to HB did not claim - £4.86b went unclaimed (DWP, 2015/16) Up to 0.5m families who were entitled to IS/ESA did not claim - £2.76b went unclaimed (DWP, 2015/16) 2.1m households would benefit from debt advice – latent demand (MAS, 2013) Continued reductions in budgetary provision for money advice services (Improvement Service, 2016/17) 1.5m adults unbanked (Financial Inclusion Commission, 2016)

BARCLAYS / VIRGIN MONEY / BANK OF SCOTLAND SCOTCASH (LOANS) GCC / GHA SCOTTISH GOV RBS / BARCLAYS / VIRGIN MONEY / BANK OF SCOTLAND (BANK ACCOUNTS) CITIZENS ADVICE BUREAU (MONEY ADVICE) HOUSING ASSOCIATIONS (INVESTMENT, PREMISES,) REFERRALS) G-HEAT & HOME ENERGY SCOTLAND (ENERGY ADVICE) CREDIT UNIONS (SAVINGS) FOOD BANK VOUCHERS (TRUSSELL TRUST)

OUTCOMES 23,000 Affordable Loans 2900 basic bank accounts 900 savings accounts 1500 referrals to energy advice £6m client financial gains

SCOTCASH & GCCAB PARTNERSHIP

3rd Floor, The Mitchell Library, 201 North St, Glasgow G3 7DN Monday–Friday 9:00am–5:00pm, drop-in service begins at 9:30am and ends at 4:30pm.

Glasgow CAB at Scotcash 2 full time money advisers Money advice up to and including formal arrangements (bankruptcy and DAS) Benefits advice (up to mandatory reconsideration level with referrals for tribunals) Other general CAB advice such as housing and employment Assistance opening bank accounts (RBS) By appointment only

£205,000 Client financial gain CAB at Scotcash 2017-18 152 new clients £205,000 Client financial gain £546,300 debt managed 324 cases dealt with 37 bank accounts opened

Advantages and Challenges Known location and familiarity New clients who have not considered money advice Referrals from knowledgeable loan officers Assisting vulnerable clients with new bank accounts Social work and support worker referrals Clearly defining the routes of accessing service and who can be assisted Ensuring CAB and Scotcash remain separate in customer’s view The move online and reduction in footfall into the office and face to face referrals

Client M: 24 year old in full time employment Client M: 24 year old in full time employment. Came to Scotcash to apply for a loan to pay off pay day loans with high interest. Cycle of high cost borrowing. Assisted to set up new bank account and make affordable offers to some creditors as well as challenge two pay day lenders on FCA affordability criteria Clients G and J: Pension aged couple with mobility issues. Longstanding Scotcash customer. One previously bankrupt. Had started to rely on a credit card due to unaffordable benefit repayment increase. Provided evidence to reduce benefit repayment and maximised income enabling client to buy essentials and clear debts. Client A: 21 year old in temporary accommodation with social work assistance. Referred for bank account as was using account that charged for all transactions and withdrawals. Assisted in opening bank account and disputed council tax error. Continued support for permanent re-housing and budgeting.

Good Practice For clients: Data protection and sharing Continuous development of service and partnership Client’s right to choose 2. For staff Clearly defined service areas and referral routes Good understanding of all roles that interact Regular contact for staff located elsewhere with line manager and employees

Benefits of Co-Location and CAB Holistic Service provision widens assistance to customers and clients without need for further training Wellbeing gains and financial gains Responsible practice with access to social policy channels Strong network of assistance, training and resources for updated service