Keir Gale wrote:
>I'm sure this problem is not unique to Luton. The Luton CAB Money Advice
>team tell me that only a small proportion of people referred to them,
>including those who make an appointment, actually turn up for advice
>sessions. We would like to encourage greater take up of this advice, but
>I would prefer to base this on reliable evidence of why people are
>reluctant to use the service. Is anyone aware of any research into this,
>in particular into reasons why take up is so low?
Is it actually the client who makes the appointment? In my spell at an E Sussex
CAB, it was the practice for generalist advisors to make appointments for the
client to see a money specialist advisor if the problem was thought to need
more background detail. The client was asked then to bring in ALL details
about their income and expenditure. I suspect that many of these appointments
are not kept because a) the client wanted a quick answer/resolution there and then,
or b) they are reluctant to reveal so much personal detail to a stranger (this may
apply especially to older clients), even though they are made aware of
the CAB's policy on confidentiality.
Paul A
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