INSIGHTS ¦ Case work requirements and workloads in the money advice sector

Summary
The IMA Research Report from January 2024 focuses on casework requirements and workloads in the money advice sector, reflecting on the experiences of advisers under the evolving conditions of public demand, case complexity, and organizational expectations. It builds on previous studies to offer a longitudinal perspective on the challenges and changes in the sector, with emphasis on workload management, adviser well-being, and service delivery effectiveness.
Key Points

Survey conducted with 300 IMA members in 2023 to assess casework and workload impacts.
Advisers report a decrease in overtime and a reduction in those struggling to meet client targets.
High public demand and case complexity continue to challenge advisers.
Increase in face-to-face appointments and difficulties engaging with creditors noted.
Majority of advisers undertake additional responsibilities beyond client advice.
Only 37% of respondents feel able to manage their workload effectively.
A significant portion ...