Citizens Advice North Herts volunteer Simon Hales explains how he supports clients who are in debt.

After starting a period of long-term sick leave from a career in Finance and HR I thought I would try doing some volunteer work. 

An ex-colleague was already volunteering with CA in Stevenage, so I talked it through with him and subsequently joined North Herts Citizens Advice in January 2012.

 After a full training and induction program I started volunteering on our Adviceline service. CANH put in place adjustments that allow me to do volunteer work.  I am able to take breaks as and when my health dictates, with support to ensure client work is maintained. It is a supportive environment for a person with a disability to volunteer. 

In 2016 I had the opportunity to move to debt work and, in particular, Debt Relief Order (DRO) applications. After training I began to process and submit client applications which I am still doing. We have submitted 84 DROs since 2015, with £942,142 of debt written off.

We never judge how the debt arose but see each client as an individual, although most have similar problems with the build up of debt and associated interest.

For some, it can also be difficult to engage in the collection process, especially if contact from creditors has become overwhelming. We make an individual assessment as to whether a DRO is the right vehicle for them. There are several other options for dealing with debt and one or more of those might be a better choice for the client.  

 It is important that a client recognizes the opportunity to ‘clear the slate’ of most of their debts (up to a total of £30,000). Some debts cannot be included, but it offers a chance to rebuild their finances and credit record. They have to meet specific eligibility rules and pay a £90 fee to The Insolvency Service in order to apply. 

 Should a client have a mental health condition it is important that the lender or credit card company know about it so they can adjust the debt recovery process as required by The Lending Code.

 Often, while doing DROs, we find the clients need other support and our specialist advisers become involved. CANH provide essential help to our clients with staff and volunteers working together as a team.

A grateful client who has had some of their worries lifted is one reward from volunteering.