Crosslight’s 2020 Christmas Newsletter
As we all know, it has been a strange and challenging year. So many of you have lent your support in 2020, from our volunteers tirelessly giving us their time, to supporters taking part in virtual events to raise important funds. On behalf of all of us at Crosslight, thank you for everything you have helped to achieve.
When the COVID-19 pandemic hit in March, we successfully switched to telephone advice appointments. We have seen many clients responding very positively to these changes, and we will continue with remote appointments until it is safe to restart meeting face-to-face.
Despite all the challenges this year, we are proud of Crosslight’s achievements throughout this period. We have:
Assisted over 1,000 clients with debt advice, of which 624 were brand new clients
Written off over £1.38 million in debt this year, and increased clients’ income by over £538k annually.
Held over 3,000 appointments – more appointments in a 12-month period than ever before
Resolved double the number of cases during this period than the same period last year
These achievements have been a testament to the incredible hard work and dedication of staff and volunteers alike. Nevertheless, it has been a difficult period, which looks set to continue until well into 2021. As we expect an unprecedented demand for our service next year, we are proud to announce we will be opening at least 3 new branches. The branches will be in Balham, Ealing, and Swindon.
Crosslight remains committed to widening our reach. You will see that we have launched a brand-new website, which will enable us to better communicate with our prospective clients and effectively reach all who need our services.
We are also dedicated to providing accessible money education to all who require it, which is why our Money Course is now offered fully online and has gone from strength to strength despite the pandemic.
We have a few key highlights for you below, and we want to extend our sincere gratitude to everyone who has supported us this year. We could not carry on delivering our vital work without you – so a big thank you for your involvement.
We are committed to reducing poverty and hardship.
Our work is needed now more than ever.
Crosslight’s Money Education Work: Defying the Odds!
Crosslight’s Money Course, the foundation of our Financial Capability offering, has defied the odds and gone from strength to strength despite the pandemic and ensuing restrictions!
Not to be deterred by the challenges of COVID-19, our Chief Executive Bruce set up a home studio and set to work filming a series of videos which have formed the basis of our new Money Course Online. Running the course remotely via Zoom video call, supported by a team of fantastic volunteer facilitators, has actually enabled us to reach more people that we did with the face-to-face version - those who might previously have found travel and face-to-face learning a challenge for numerous reasons have responded well to the online option.
Since launching this new format in June, which sees participants joining in small groups to work through six interactive sessions together, 279 people have signed up for the Money Course Online. Feedback has been excellent…
...with 92% of respondents reporting they felt better equipped to manage their own finances after taking part in the course, and 96% saying they would recommend the course to a friend.
Crosslight has just launched a new Budget Coaching programme to supplement the Money Course Online – anyone completing the course is now eligible to receive up to four sessions of one-to-one coaching from one of our trained volunteers, helping them to put into practice the things they have learned in the group sessions and put in place practices and habits that will help them manage their money in the long term.
Visit crosslightadvice.org/money-course to join a course or find out more about hosting a course in your community.
What has lockdown meant for Crosslight Branch Managers?
We caught up with Sarah, who runs our Kensington branch, on what being an adviser and managing a branch has been like throughout this uncertain period. Kensington was one of the few branches that has restarted very limited face to face appointments, for those who struggle with using technology or communicating over the telephone.
What’s lockdown meant for you in terms of running a branch?
The move into lockdown was a challenging experience. As a team we have had to learn new technology fast to continue helping clients as seamlessly as possible. We have also had to familiarise ourselves with all the new benefit changes as a result of COVID-19, as well as continue engagement with our volunteers who have been used to a face to face service.
At the beginning of the first lockdown, many clients had sudden changes to their circumstances which meant the case managers had more clients needing help on an emergency basis than we would normally expect. Juggling a new way of working while striving to continue a first-class service to our clients meant that the three months of lockdown was an incredibly busy time.
We have however learned new ways of best practise giving us the ability to help more clients than ever before. This will change the way we work in the future for the better in terms of being able to offer more options to our clients as to how they can receive debt advice depending on their individual needs.
What has it been like to restart face-to-face and why has that been so important for clients?
Learning how effective telephone advice can be has been a wonderful discovery for some clients. However, for many of our clients, there is no substitute to the emotional impact of meeting someone face-to-face and being able to talk through difficult issues with someone you can physically interact with.
It takes a lot longer to build trust and rapport with someone over the phone and being able to support someone in person can be incredibly powerful. Phone advice can also be particularly difficult for those whose first language is not English or for those who struggle to use the technology needed to get the best advice.
Face to face advice means that we support the most vulnerable people in our community that would usually slip through the net using a telephone process. It is a great experience for both the adviser and client because real relationships can build in what feels like a more organic environment to open-up, connect and talk about personal issues. It is very empowering, and so we are delighted that we have been able to open the doors of our COVID-secure shelter at HTB church to those who need it most.
Can you share a positive story from this difficult year?
Laura came to our Kensington branch recently with over £23,000 worth of debt. She sadly had breast cancer in the past and suffers with depression which causes her to sometimes feel suicidal. She works for the NHS and money is very tight. We immediately began working on her case, and after a request to creditors to informally write debts off we were able to inform the client that we had so far agreed just over £12k to be written off. The client was overjoyed, and told us that Crosslight had literally saved her life.
Spotlight on the new Crosslight South London – opening in 2021
We are very proud that in the coming months, we will be expanding our network and reaching further communities by opening a Crosslight branch in Balham. Crosslight Balham will be serving the wider south London community and based in Ascension Church, led by Sue Manning, who shared a little of her experience launching a Crosslight branch:
“I have been aware over a number of years about the effect debt can have on individuals, families and communities. From a personal point of view, I am keen that the "facts of financial life" are communicated early to give skills which help prevent or reduce debt as far as possible.
Ascension Church in Balham has opened a Community Hub and Café and is actively seeking ways to engage with our community and show the love of Christ in Balham and beyond. With needs multiplying due to COVID-19, alleviating debt poverty is one of several practical steps we are taking. Partnering with Crosslight gives us a fast track to offering debt advice. We are now well on the pathway to opening the Balham (and South London!) branch in early 2021.
We have used our local networks to find volunteers willing to train and are excited to get started. As a new branch manager, I have been welcomed by the team and know I will be well supported. I am optimistic that we will soon be making a difference in our community, for what we expect will be a challenging year for many.”
Rachel's Story
Rachel* contacted Crosslight having just escaped an abusive relationship. She has been in and out of temporary accommodation with her seven-year-old son and is still waiting for a permanent address to call home. With her brother recently passing away, she was struggling to focus on her finances.
On top of this, she was having sleepless nights from sleeping on her sofa, because she did not have a bed for herself. Due to the constant upheaval, she fell into debt trying to keep herself and her son safe. Rachel came to Crosslight for help with £18,000 worth of debt that she could not afford to pay back. We started on Rachel’s casework during the first coronavirus lockdown, applying for a Debt Relief Order which is a formal debt solution to write off debts.
Thankfully, the Debt Relief Order was approved. Crosslight also secured a donation to buy a bed for Rachel through our client grants programme. When we told Rachel the good news, she was so relieved to know that the letters and constant demand for payments would finally come to an end, and is now looking forward to a good night’s sleep.
*client’s name has been changed
Thank you and keep in touch
Thank you again for all you have helped us achieve this year, and we look forward to accomplishing more together in 2021.
If you are looking to get involved in a running event for Crosslight next year, we are excited to have one spot available for the 2021 London Marathon, raising important funds for Crosslight services throughout West Kent. Please do get in touch with us directly if you are interested in taking this spot or need further information.
Lastly, if you will be making a donation to support Crosslight’s vital work this Christmas, a very sincere thank you. We look forward to updating you on how your gift is making a difference next year.
From all of us at Crosslight, we wish you a very Merry Christmas and Happy New Year.