Another great event for 2025 with StepChange at their partner event in Leeds. Some really powerful stories, insights and of course a reminder that change is always present and can appear at any time.
Some notes from the session below.
Key Take Aways
- StepChange’s five-year strategy aims to create a future where problem debt is less likely, less severe, and easier to recover from.
- The charity is transitioning to a digital-first, data-led, expert-powered service model to enhance accessibility and efficiency.
- AI and digital technologies are central to improving client experience and operational scalability.
- StepChange’s theory of change and benefits roadmap guide its measurable progress toward 2030 outcomes.
- Strategic partnerships with financial institutions like Barclays and Lloyds Bank are driving innovation funding.
- The charity aims to diversify away from reliance on “fair share” lender contributions and secure sustainable funding.
- Enhanced data systems will allow secure API integrations with partners, reducing duplication and improving customer outcomes.
- StepChange has achieved a 10% increase in advisor productivity and an 86% digital adoption rate for clients.
- A new communication platform and cloud infrastructure enable faster, personalised support.
- Agile working practices and data-led insights are transforming how the organisation measures and delivers value.
- Client stories highlight the emotional and psychological journey from shame to empowerment through debt support.
- The charity continues to campaign for policy reform, including stronger regulation of debt collectors and systemic change in financial inclusion.
Innovation
- Integration of AI-powered digital debt advice and chatbots for rapid client interaction.
- Development of API-based referral systems with real-time data sharing between StepChange and partner institutions.
- Use of cloud-based architecture and agile “future teams” to accelerate transformation.
- Introduction of virtual agent and co-pilot systems to enhance self-service and advisor efficiency.
- Deployment of omnichannel platform to unify telephony, messaging, and digital communications.
- Creation of bespoke energy-sector debt support models with partners like OVO and British Gas.
- Data-driven policy campaigning underpinned by insight and evidence from client outcomes.
Key Statistics
- 86% of clients begin their journey online.
- 89% complete their debt advice journey online.
- 10% uplift in advisor productivity.
- Over 2.5 million people advised online since 2007.
- 460,000 automated decisions made since January using API-based logic.
- 15,000 clients used new self-service features in 2025.
- 81 cloud migration events completed in ten months.
- StepChange supports over £4 billion of debt for partners.
- 200+ staff-led process improvements implemented in one year.
- 10% growth in online debt advice completions year-on-year.
Key Discussion Points
- How to remove the stigma and shame surrounding debt through open dialogue and storytelling.
- Balancing digital-first efficiency with the human empathy needed in debt advice.
- Ensuring AI and data tools support, rather than replace, expert human advice.
- The role of financial institutions in co-funding and co-designing sustainable support.
- Tackling over-reliance on the fair share funding model.
- Building resilience and savings habits among clients post-debt resolution.
- Using real-time data to measure long-term outcomes, not just crisis resolution.
- Expanding partnerships beyond lenders to include utilities and local government.
- Enhancing financial inclusion and early intervention before crisis points.
- Ensuring debt advice aligns with Consumer Duty and fair customer outcomes.
- The importance of trusted, regulated advice amid misinformation on social media.
- Empowering clients to transition from vulnerability to financial independence.
Description
StepChange Connected 2025 event brought together leaders from financial services, utilities, and debt advice to discuss the charity’s five-year strategy. The sessions explored financial inclusion, digital transformation, AI in debt advice, funding models, and the power of partnerships.
The event also featured deeply personal client stories illustrating the emotional journey from debt crisis to recovery, highlighting the real-world impact of StepChange’s support and the importance of collaboration across sectors.
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