Navigate Social Impact Report 2019 - 2021 v2

Impact Report : 2019-2021

Funded and supported by:

Lucy found ways of working
with me and not against me.

She broke everything down
so I did not feel overpowered.

I never thought I would get out
of the hole I found myself in.

Your service saved my life.

Client CC

CONTENTS 4
6
WHO ARE WE? 8
OUR IMPACT 9
OUR APPROACH 10
WHERE DO WE WORK? 12
OUR CLIENTS 14
FINANCIAL EDUCATION 15
OUR FUNDERS 17
PARTNERSHIP MONEY & DEBT ADVICE SERVICE 19
COMMUNITY EVENTS, TRAINING & ENGAGEMENT 20
COMMUNITY WELLBEING EVENTS 22
MENTAL HEALTH FIRST AID TRAINING 24
RON’S STORY 26
JACK’S STORY 28
CLAIRE’S STORY 30
MOVING FORWARD 32
APPENDIX A 35
APPENDIX B
WHAT IT IS LIKE TO WORK FOR US Impact Report 2019 - 2021 3

WHO ARE WE? Objective Outcome

Navigate is a Charitable Incorporated Organisation (CIO). Equip individuals and Prevention of financial
We are a registered charity and provide: communities with hardship
• Accessible, free, impartial, confidential and effective knowledge, skills and
capabilities
money and debt advice.
• Financial education and capability courses. Educate individuals Building individuals and
and communities in communities knowledge and
We achieve: financial literacy by confidence to manage money
offering high quality, effectively
• Social benefit by tackling social and financial innovative services
exclusion in the communities we serve. that are accessible and
responsive
• Financial resilience and confidence for the people
we support. Empower individuals Building confidence and
and communities to engagement through
We work with: tackle social isolation community development
activities
• High quality resources and experienced staff.
• A network of organisations spanning the public, Share learning and Informing practice and
highlight social policy, encouraging
private, charitable and community sectors. inequality better integrated working
relationships and greater
N avigate’s Vision: sector investment.

To eliminate social isolation and financial hardship. The support I got was absolutely excellent.
I didn’t really know where I was going, but
O ur Mission: as we went through the process we worked
together. I had no confidence in myself to
To equip individuals and communities with the deal with these things. Now I can. I’m a
knowledge, skills and capabilities to overcome social different person. I’m in control of my money.
isolation and financial hardship through high-quality,
accessible advice services. Client CM

4 Impact Report 2019 - 2021

Navigate has a formal partnership with Encompass Our service currently operates in Devon and Somerset.
Southwest and Mind in Somerset known as Wis£rmoney. In West Somerset it is estimated that 16,500 (or 12%) of
households live in fuel poverty (2016 Dept. of Business,
The partnership was formed in 2012 and currently delivers Energy and Industrial Strategy). Across Devon: 41,000
a number of Financial Inclusion services across Devon households live in fuel poverty (Devon County Council
and Somerset and operates under a formal partnership Children’s Services 2019 report) and nationally 56% of
agreement. people who live in poverty are in working families (from
Joseph Rowntree Foundation UK Poverty 2019/20
Wis£rmoney specialise in providing comprehensive money Report).
and debt advice services to those who are facing financial
hardship and exclusion. We aim to respond to all clients within 24 hours of first
contact. Our immediate assistance, within a client’s home
Encompass Southwest (ESW) is a charity that works to is recognised as one of the most unique and innovative
prevent and resolve homelessness and rough sleeping; methods of eradicating poverty.
and reduce the impact of poverty and financial exclusion.
Wis£rmoney services are unique in
In 2015-16 the Wiser£money partnership expanded to providing debt advice, welfare benefits
include Mind in Somerset; a highly regarded provider of advice and income maximisation with in-
specialist mental health services. depth casework support, delivered through
home visits across Devon and Somerset.
The Wis£rmoney Partnership has developed a model AdviceUK is not aware of any other
of working that achieves outstanding results by fusing comparable debt advice service in England
specialist financial inclusion advice and support with or Wales that delivers a home visiting
specialist mental health services. It is unique in its service in rural areas.
delivery as one of the only partnerships providing home
visiting services in rural areas. AdviceUK

Both Navigate CIO and Encompass Southwest are
authorised and regulated by the Financial Conduct
Authority for debt-related activities and members of
AdviceUK.

Impact Report 2019 - 2021 5

OUR IMPACT 71% feel better able to cover essential living
costs like gas, electricity and rent
1,396 individuals contacted
us for help 88% feel less anxious
1,750 cases opened and worried about
to support clients money

27,425 interventions completed 65% feel more confident to
on behalf of clients manage money

100% of clients achieved 71% feel more equipped if
at least 1 successful they came up against
outcome a financial issue or
problem in the future
62% of clients achieved
their financial goals 1,490 financial statements prepared
£716,083 of debt written off
3,305 successful outcomes
recorded. £1.8million of debt identified and managed
£1.4million of annual gains in income

454 individuals participated in
Community Wellbeing events

6 Impact Report 2019 - 2021

All people taking part in our financial education As a result of our services,
workshops, Navigate the Money Maze, reported gaining
new financial skills and feeling more confident to tackle £4.5millionthe calculated savings to
their finances in the future.
the public purse exceed
87% created their own
personal budget this includes:
89% learned new tools for
money management £130,832Reduced stress and anxiety

Have a better understanding of: £390,897Reduced fuel poverty

93% money management £110,220Tenancy secured
choices
homelessness averted
96% support available
to them £2,883,305Ability to maintain tenancy

91% financial jargon/language Debt free £37,436

£952,087Able to obtain advice locally

We take pride in the quality of our service
The IMA said:
“The service overall is performing at a high standard.
It was evident from the cases reviewed that Navigate
provides a quality, client-focussed service. Navigate
meets the IMA’s quality assurance standards.”
✔ Independent Financial Audit
✔ Independent Case Reviews
✔ Independent Quality Audit
✔ Institute of Money Advisers (IMA)

Quality Assurance Standards

Impact Report 2019 - 2021 7

OUR APPROACH We know that everyone’s
circumstances are different.
We have a consistent approach We listen, and help our clients
across all projects, working set their own goals
collaboratively with our clients,
funders and other agencies

We meet people in their We respond promptly and We focus
own space and work at their respectfully with named on building
pace. We stay involved until caseworkers who are confidence
goals are met approachable, knowledgeable and skills to
and contactable help people
make informed decisions and
We leave people in We strive to enable maintain changes in their
control of their individuals and behaviour
situation and communities to be
aware of who more resilient and We build effective
to ask for help if provide a voice for partnerships, and
people who struggle believe
they need it to be heard in and
promote
progress through
partnership

8 Impact Report 2019 - 2021

WHERE DO WE WORK?

Across the predominantly rural areas
of Devon and Somerset:

West Somerset

North Devon

Torridge Mid Devon

West Devon

Impact Report 2019 - 2021 9

OUR CLIENTS

We specialise in designing and delivering services which are
accessible to people unable to access mainstream advice. Our
target client group are often socially and/or rurally isolated and
hard to reach. They might suffer fuel poverty, debt or digital
exclusion. They may have had a sudden change in circumstances,
be in financial hardship or at risk of homelessness.

70% of clients disclosed 34% 50%
a health issue
16%
69% recorded a 71% recorded
physical or long diagnosed Age Range % Of Clients
term health issue mental ill health
17 - 24 23.6%
25% have caring 22% disclosed an 25 - 34 15.7%
responsibilities addiction 35 - 49 23.9%
50 - 64 21.5%
22% were identified 25% are digitally 65+ 15.3%
as victims of excluded
financial abuse

22% have a learning
difficulty

10 Impact Report 2019 - 2021

Economic Status % of Housing Status % of
Clients Clients
Homeless
Registered Carer 3.5% Homeowner 1.8%
0.1% Shared Ownership 11.1%
Government Work or Training Scheme 19.4% Tenant - Council 0.3%
12.8% Tenant - Housing Association 15.3%
In Training or Education 3.0% Tenant - Private 21.3%
11.7% 50.2%
Jobseeker 3.1%
33.4%
Registered Unemployed 5.1%

Retired 3.1%

Self Employed 3.4%

Unfit for Work 1.2%

Working Full Time
(over 30 hours)

Working Part Time
(under 16 hours a week)

Working Part Time
(16 - 29 hours a week)

Working Part Time
(less than 16 hours a week)

Impact Report 2019 - 2021 11

FINANCIAL EDUCATION

‘Navigate the Money Maze’ (NtMM) is a series of highly Our courses
interactive workshops and courses which give participants
information, tips and tools to navigate their way towards • Introduction to Navigate the Money Maze/Taster
financial resilience and effectively managing their money. Sessions - The introductory/taster courses are
The courses and workshops are delivered through a series delivered over 2-3 hours. Available face to face or as
of interactive games and discussions. online workshops.

All of our courses aim to: • Certificate in Navigate the Money Maze - bespoke
workshops delivered over one full day or two half days.
• Contribute to lifelong educational achievement All participants receive a certificate of attendance.
Available face to face or as online workshops.

• Educate individuals in financial literacy and capability With thanks to funding from Somerset Community
by building skills, knowledge, and confidence to Foundation, Navigate have developed accredited Level
manage money effectively 1 and Level 2 Navigate the Money Maze courses during
2020. Due to the pandemic, accredited courses will be
• Increase housing and employment opportunities available from 2021.

• Create opportunity to meet others, increase
community involvement and inclusion.

How do the courses help? • Level one and level two Navigate the Money Maze.
Upon completion, participants will receive a level one
Most of us have to make financial decisions and or two award in Economic Wellbeing and Financial
manage money; as a young person receiving pocket Capability. Courses are delivered over 60 hours with
money or starting a first job, or as an adult managing a blended approach to learning including face to
a household budget. Money affects us all and having face group work, one to one work, home learning and
the skills, knowledge and confidence to make informed virtual sessions.
financial decisions can help in so many areas of life,
relationships, sleep patterns, anxiety and overall
wellbeing to name a few!

12 Impact Report 2019 - 2021

Yeah, it was good. The budget was
good, and I use it now to help sort
my bills. I had some help after the
course which was good and helped
me sort my stuff out
Course Participant - The Dairy House

Impact Report 2019 - 2021 13

OUR FUNDERS

Mid Devon Local Support Fund

Navigate work in partnership Awards for All funded a one-year project in partnership
with Churches Housing Action with Elim Connect.
Team (CHAT) to deliver the Mid
Devon Local Support Fund. Navigate worked in partnership with Elim Connect from the
heart of the Dairy House to provide weekly Navigate the
This fund was initially developed to support residents Money Maze Courses and one-to-one money and debt advice
facing financial hardship as a result of the pandemic. Mid to residents on their way to sustainable accommodation.
Devon aims to ensure continuity of support for residents
undergoing financial hardship while the continuing effects
of the Covid19 pandemic are impacting on people’s lives
and livelihoods.

To date, we have received over 300 applications and Funding from The National Lottery Community Fund,
provided practical support totalling over £27,000 in food, distributed by The Access to Justice Foundation has
fuel and essentials to help residents through financial helped us to adapt and respond to the pandemic and
challenges created by the pandemic. ensure consistent, quality service for our clients. Thanks
to National Lottery players for making this possible.
As part of this service both Navigate and CHAT provide
advice and support to applicants. Additional support may Navigate have also been supported by:
include debt advice, money advice, income maximisation,
budgeting, housing advice and financial capability education. The Clothworkers Foundation
to purchase IT and telephone
Pilot Projects equipment to support digital access during the pandemic.

In rural areas, homelessness is often hidden, with The Hobson Charity towards the cost of
people living in isolated circumstances rather than on resources needed to support those in financial
pavements. The Dairy House is a hostel on a working farm need after the Covid-19 crisis.
run by Elim Connect. It is a stepping stone to long term
accommodation. Their remit is to give people the skills Thank you to our funders for their support which has
needed to move forward with their lives. enabled us to adapt and respond to the pandemic and
ensure consistent, accessible advice to our clients.

14 Impact Report 2019 - 2021

PARTNERSHIP MONEY Partnership.
AND DEBT ADVICE SERVICES

All of our money and debt advice services are delivered through the
Accessible, client centred services, tailored to individual need.

Money

Welfare Form Filling
Benefits

Mental Accessible Budgeting
Health Advice

Debt Income
Maximisation

Impact Report 2019 - 2021 15

Our ethos makes us different needing casework. In the latter case, we embark on a
journey that can be a long one; we don’t place an upper
Our target client group are the hard to reach, who are timescale on our involvement. For someone who is
often socially or rurally isolated. They are people in fuel isolated and under pressure, this can take time and we
poverty, digitally excluded or in debt. They can be faced always work at the pace that works for our clients and
with a change in circumstance, financial hardship and in a space where they are comfortable – usually their
sometimes at risk of homelessness. Our service is unique own homes. We always have a named caseworker and
in its delivery as one of the only partnerships providing communication is through a means that works for our
home visiting services, working at our client’s pace to clients. We put in mental health support if that is needed.
ensure future financial resilience.
We record evidence of the issues found by us and our
Our role is to look at the whole situation, explain the clients, and use this to influence the development of
options and enable the client to make informed decisions. social and health policy throughout our region and
It is not a quick fix; clients may require multiple visits and beyond.
cases may be open for 6 to 12 months.
Applying the knowledge we have learned over a number
Our aim is to empower clients and build their confidence, of years, we run several different projects, always working
money management skills and resilience. in partnership with other organisations. We address gaps
in service for our clients as well as providing advocacy
When clients are referred to us, either by themselves or and advice for money and problem debt. We are very
agencies, we respond quickly and triage their referral to proud of what we do!
the appropriate level of our service or signpost clearly
to others. We identify whether there is a need for a Wis£rmoney is funded by:
short amount of focussed work or a longer involvement

I was struggling because I could not take any
more. I didn’t know who to cry out to. We went
on little steps and we worked things through.
I am a lot more in control. I’m budgeting.
I haven’t got the pressure. I can sleep at night.

Client JC

16 Impact Report 2019 - 2021

COMMUNITY EVENTS,
TRAINING AND ENGAGEMENT

has continued to build effective partnerships with 924 Referrals
likeminded organisations and with a wide range of
statutory and voluntary sector organisations. We received from
strongly believe that partnership work adds value partner agencies
to the activities and communities we work with.
It builds the financial resilience of individuals and 628 Referrals
reduces the stress and anxiety of many, enabling
them to open the door to greater community made to partner
engagement and improved wellbeing. agencies

Referral Partner consultation

In May 2020, we sent out an online survey to every
community partner who had made a client referral to
Wis£rmoney and given permission to be contacted about
their experience.

would recommend the Wis£rmoney For details of our projects and services please refer to
projects to others Appendix A.

of partners stated that it was an
essential or very important service

Impact Report 2019 - 2021 17

Most important aspects of our service as Referral partners rated improvement to clients’
rated by our referral partners wellbeing, from no improvement to significant
improvement. Referral partners saw a significant
5 improvement to clients’ wellbeing in all areas;
4
3 Improvement to clients’ wellbeing
2
1 80%
0
70%
1 = not important 5 = important
60%
Referral partners identified the following as key
barriers to clients accessing advice: 50%

Barriers our clients’ face 40%

100%
Money and 30%
debt advice
20%
Form
Filling
Home
visiting
No other advice
service available
Budgeting
Benefit
advice
Mental health
advocacy
Money capability
training
Signposting
Fuel and
energy advice

10%

0%

Reduced Reduced Reduced Help to Improved Reduced

money stress fuel maintain budgeting risk of

worries and anxiety poverty independence homelessness

Service gaps impacting on your service users

We asked referral partners to list any gaps in services
they felt were impacting on their service users.

Listed were: two areas of training, improving self-
esteem and basic budgeting, to run alongside our
Navigate the Money Maze; practical help for individuals
with benefit form filling; more access to face to face
advice; more support to help individuals who are
presently digitally excluded.

0% Talking Lack Poor Transport
to of mental
Confidence health
using a others money
computer

18 Impact Report 2019 - 2021

COMMUNITY WELLBEING EVENTS

Community Wellbeing events offer co-ordinated Great for networking
networking and signposting activities with opportunities Lots of information given out
to interact and consult with members of the public in Lots of brilliant connections
rural locations. Every event is unique and tailored to the
community, lively and fun. Stallholders

I’ve found out about ring and ride; there’s a Community Wellbeing events are a wonderful
friend who needs help to get organised with it, opportunity for people of all ages, to come along, try
so I’ve got a pack to help her. something new and meet organisations and services
to find out more about what is on offer locally. There
Member of the public are lots of stalls promoting social activities, help and
advice, health, learning, environment, staying safe and
lots, lots more.

Each event provides free activities, entertainment, hot
food and refreshments.

Due to the pandemic and UK lockdown we were only able I’m going to get involved with The Winkleigh
to hold three Community Wellbeing Events during 2019- Society, hopefully helping them with IT and a
21 in Hatherleigh, Torrington and Winkleigh. bit of editing.

These three events reached… Member of the public

241 members of 87 local 454 individuals
the public agencies

Impact Report 2019 - 2021 19

MENTAL HEALTH FIRST AID TRAINING

Mental Health First Aid (MHFA) is an internationally The project aimed to attract 90 learners in the first 18
recognised training course which teaches people how months and achieved 91. The figures would have been
to spot the signs and symptoms of mental ill health and much higher had it not been for the pandemic and having
provide help on a first aid basis. MHFA won’t teach an to cancel the final training day.
individual to be a therapist, but just like physical first aid,
it will teach them to listen, reassure and respond, even I feel the course was very beneficial not only
in a crisis. Adult MHFA courses are for everyone aged 16 for my working role but from a personal point
upwards. of view, it has definitely given me a lot more
understanding of the causes and warning signs
As part of the BGET project and
partnership with Mind in Somerset My reason for attending the course was to have
we aim to raise awareness of the importance of mental a greater level of knowledge and understanding
health and wellbeing. Through the provision of training, about Mental Health. We support clients in our role
we also aim to build the capacity and confidence of our through looking at their Health & Well-Being, but
referral and community partners to support individuals I never truly understood what everything means
with poor mental health. - each diagnosis, their personal journey. Through
attending the course, I feel confident in knowing
To achieve this, we offered free access to three two day how to listen and more importantly how to signpost
and four half day mental health first aid workshops.This to the right person - knowing that doesn’t have to
training is accredited and aimed at smaller organisations be me. In a sense the knowledge and understanding
for whom the cost of buying in this training would be gained through being on the course has given me
prohibitive. Due to this we focussed on promoting these freedom within my role not to be afraid to explore
opportunities to voluntary and charitable sector workers as I know where I can go for help
and volunteers as well as to our statutory partners.

Excellent, more companies should
make it compulsory to attend

20 Impact Report 2019 - 2021

Mental Health First Aid

Venue/date Number Average Uplift Average Uplift Learner
of learners confidence knowledge rating, good
Barnstaple 16 & 23/9/2019 before & after before & after /very good
Tiverton 1 & 2/10/2019
Williton 18 & 19 /12/2019 18 4.75/8.25 3.5 5.50/8.75 3.25 100%
Minehead 02/03/2020
Barnstaple 11/03/2020 14 4/7.25 3.25 5.25/8 2.75 100%
Crediton 13/03/2020
12 2.5/9.5 7 3.5/10 6.5 100%
Total and uplift average score
20 5.89/8.10 2.21 5.73/8.63 2.9 100%

16 7/8.58 1.58 6.25/8.58 2.33 100%

11 5.9/8.63 2.73 5.63/9.09 3.46 100%

91 3.37 3.53 100%

Half day training Having worked with many clients over the
years who struggle with mental health I have
The target was to deliver four workshops offering up to done a lot of self-led learning and research
25 free places, in Minehead, West Somerset, Barnstaple, into mental health issues and how to support.
Crediton and South Molton. The demand was enormous: This course has given me confidence that I
75 places booked by mid-February; both Minehead and am doing the right things and I now have a
South Molton had a waiting list. certificate to show that I have attended an
accredited course
However, understandably, with the emergence of the
coronavirus pandemic as we progressed through March
the figures booked began to drop. By the time we reached
Minehead, we had 25 booked, which dropped to 20;
Barnstaple, 22 booked, dropped to 16; Crediton, 20 booked,
dropped to 11; and we had to postpone South Molton
training as it became obvious it would be unsafe to go
ahead and we were heading for a national lockdown.

Impact Report 2019 - 2021 21

RON’S STORY

Ron had an interest only mortgage for £45k on a house Ron had no salvageable furniture and the house was
he had lived in for 50+ years, and which he couldn’t pay in such a state as to be unsellable. £61k of debt –
off. secured and unsecured.

“It was me Dad’s house. I been there a long time; “I have lost a lot of things. The furniture is all
most of me life. When me mother died, I stayed with my gone. It wasn’t fit to bring. All I had was me TV, DVD
Dad. He brought me up.” player. There was big problems. I was really worried
about it. There was credit cards. Credit cards and a
Ron could not afford to pay off the mortgage, being charge against the house; a couple of others… I used
retired and on a low income. to spend and go overboard.”

“I didn’t have the money to do whatever. Things Ron was moved into temporary respite accommodation
got on top of me and I ended up ill. I felt really awful. I for 6 weeks but due to be homeless as house was unfit
felt really low.” to return to.

Ron had hoarded for many years and lived in “As soon as I got there I had dinner. I had dinner!
completely inadequate accommodation. He was I had a shower and one of the care workers got me beard
not feeding himself properly and was unkempt and all done; cut me hair. I vowed I’ll never get like that again.
isolated. When I went back to the house I just had to come out
again. I felt awful when I went there. Respite brought me
“I know what I’d done; I let meself go. I just round a bit.”
chucked stuff down. If you’d seen me…my face, my hair..”
As he owned a property, he could not claim rent in
Ron’s kitchen and bathroom were inaccessible because advance, council tax support or housing benefit, so
of hoarding and a large hole in the communicating was trying to pay everything in full on his own and his
floor/ceiling. He lived and slept in the lounge for many temporary accommodation.
years.
138 separate interventions.
“I hadn’t shaved or nothing like that. The 9 home visits to date (case ongoing)
bathroom was all to blazes. The bedroom was as well. I
was on the settee. I was going to get it all sorted out but
it was all falling down amongst me. It couldn’t have been
worse for me.”

22 Impact Report 2019 - 2021

Financial outcomes:
Income maximised - £14,243.83
Debt managed/repaid - £62,677.60
“It’s a big weight off my shoulders. It feels a lot better.”

Social Impact/client wellbeing
Ron has carers 7 days a week, home help once a week and
someone to take him shopping.
“Anna (caseworker) helped turn my life around.”
We have set up telephone banking so he can keep on top
of income and outgoings; he has an organised folder with
correspondence so he knows who to contact and how.
“What’s the date? So, this week I should be getting a
monthly bank statement. I always have a look. When I know
what I’ve got in my account, I know what to do for shopping.”
Ron does his own washing in the communal laundry.
Attends to his personal care and keeps his bungalow clean.
“I shower in the morning. I dust, I hoover. I mop the
floor. It makes me feel better. I’m happy!”
Ron’s mental health, his entire outlook and way of life has
dramatically improved.
“I did something I never thought I’d be able to do –
treated my mate’s grandchildren. It made me feel lovely.

I’ve come round. I’ve got to do it for meself. I wouldn’t have done
it. I’d be in a worse position now but Anna put me on the straight
and narrow. I know where I am. I’m managing. I came through!

Impact Report 2019 - 2021 23

We went on little steps. I could
rely on her. I got me benefits
sorted now. I’ve got a beautiful
flat. I budget. I’ve got me folder
with all me paperwork in. It’s in a
format I can understand. I am a
lot more in control. I haven’t got
the pressure.
I can smile now. I can relax.
I can sleep at night.
I have a future.

24 Impact Report 2019 - 2021

JACK’S STORY

Low income/unemployment Mental ill health

“I moved back home again cos I could see Dad “I was worried about everything. Couldn’t
wasn’t coping. The best option was to give up work to care concentrate. Didn’t eat properly. I couldn’t sleep. I had
for him.” suicidal thoughts.”

Health needs Jack’s father was taken into care with a diagnosis of
dementia. Before this he had accrued many debts which
“Dad was going downhill. He was a hoarder. He’d Jack was left to deal with.
get confused. Not eat properly. I tried to keep on top of it
but it just piled up. I had a kind of breakdown.” He had signed their home away in an equity release
scheme; we were able to support Jack to find housing.
Not knowing where to start
Outcomes for Jack
“He was hiding letters. He’d taken out a bank loan.
The bank would ring. Bailiffs would turn up at the door. It Case opened in August 2019, to date 238 activities have
was chaotic.” taken place to support Jack totalling 114.5 hours of
caseworker time. Outcomes include:
Isolation • Supported to find suitable housing
• Feeling in control
“I couldn’t have friends round cos it was such a • Improved confidence to budget and manage money
horrible place. I was worried when the doorbell rang. It was • Improved wellbeing - able to sleep and smile again
like I was in a tunnel and I could see a little light at the end • £100 secured in emergency fuel support
of the tunnel. It was going further away from me.” • £3761 of debt managed
• £3006 of debt written off
Learning difficulties • £13,271 of annual gains in income
• £3925 of one-off grant payments secured.
“I left school with no qualifications because I
suffered from dyslexia. I needed help.”

Impact Report 2019 - 2021 25

CLAIRE’S STORY in her own words

“We moved here in June 2013. We had savings. I was was depressed because of John dying. I was depressed
working. I’ve worked all me life. I was the breadwinner, because of the debt. My sleep patterns were all over the
working full-time as a carer for the elderly. I took on some place. My anxiety levels were through the roof. I had no
private clients here in the village. (I don’t drive.) Life was confidence whatsoever. Nothing’s easy: having a shower;
really good. Things seemed really good. Then my partner mowing the lawn (where people could see me..). I wasn’t
died in Sept 2014. It was expected, but not so quickly. We going out.
were together for twenty years. We thought we had more
years together. I’ve got no family here, so when he passed January 2018: four years of self help and self-medicating
I had no support as such. with alcohol; I had no income, but the thought of signing
on… You have to register for Universal Credit which I was
I did carry on working, but I found it too much. Some dreading, but I got £380 a month. £380 a month; but all
mornings I just couldn’t get out of bed. Since I was in my your bills. I had a dog as well. I don’t know how I got by. I
early twenties I’ve suffered from depression on and off. didn’t eat properly.
I couldn’t get out of the door – just couldn’t. To try and
explain that to somebody is a difficult thing, you know. But I was desperate to pay the minimum amount on these
I met up with the clients’ families and explained, and that’s credit cards cos I thought at least it will stop the nasty
when I gave up working completely. So I had no income; letters. But then I couldn’t do that any more. They were
no benefits. I was just completely lost. I started drinking texting my phone all the time. I was getting voicemails. I
heavily. It was the only way I could get through the day. was in a right state. I had letters unopened. I was totally
And it was while I was under the influence of alcohol that I overwhelmed. I thought ‘God, I’m going to lose this house!’
would spend, spend, spend. Somebody else would say ‘Sell it!’ It sounds so easy. But
when your mindset’s like that, nothing’s easy. And I love
We put this house in both our names and with what this house. The memories here. John.
money we had left from selling our last property we
opened a joint account. So I had £30,000…and I spent My doctor had always been supportive and through the
it in two or three years. I took out a second mortgage village agent put me in touch with Maria and Gayle (from
on the house: £50,000. And I spent all of that as well. Wis£rmoney). I was nervous, but started to feel almost
Spend, spend, spend…cos it made me feel good. When immediately that a heavy weight was being lifted off my
that money started dwindling, that’s when I started taking shoulders. Maria was here for four hours. It was amazing
out credit cards. When I still had money, my credit score – I felt ‘I’m going to get some help!’ People with mental
was excellent. I thought ‘I could lose this house; this is health issues are scared of asking for help, cos it’s a
awful!’ But I was just so low I could hardly function. I big thing to admit, isn’t it? The stigma of mental health.
People looking in, who don’t understand.

26 Impact Report 2019 - 2021

The support I got from Maria and Gayle was absolutely
excellent. I didn’t really know where I was going. Day one, I
couldn’t do anything. But as we went through the process,
we worked together. And as the time went on, I realised…
well, yes – there is a light at the end of the tunnel. I was
gradually coming out at the other end. More in control
of my finances, and how to budget properly. It was
unbelievable – I didn’t realise how much my spending had
got out of control. Embarrassing.

Because of my mental health, both Maria and Gayle said
I could claim the higher amount (of benefit), which meant
going for an assessment. I wouldn’t have done it if it hadn’t
been for them. Before they came, there was no chance. But
that’s how much they helped me. I was actually able to go
to the assessment on my own. Going through this process
with Maria and Gayle, I could feel my confidence going up
and up. I thought ‘I’ve got to do this on my own.’ And I did. I
was awarded the extra payment.

I’m a different person to what I was when Maria and Gayle I can do doggy walks for people who can’t take their little
first came. I couldn’t have done a thing myself. I couldn’t pooch out. Maria and Gayle helped me through my debt,
make any decisions. I had no confidence in myself to deal and with my mental health as well. They helped me through
with these sorts of things. Now I can. I’m in control of my the whole thing. Through the help and support I was getting
money. And it’s all through the advice I got from Maria and through them, I went to Cruse bereavement charity. I was
Gayle that I’m able to do things. I had seven new heaters so angry at the world, at everybody; including myself. That’s
through a government scheme; I arranged all that myself. part of bereavement. I wouldn’t have gone. They helped
Before Maria and Gayle came on the scene, there’s no me get through so much more than my debt. I’ll be forever
chance I would have done that. I wouldn’t have even made grateful to the pair of them. They made me stronger. I am
a phone call. But it’s going through the process with them; patting myself on the back. I am totally debt free.
I came out the other end feeling that way.
It’s such a lovely feeling.”
I’m always going to have bad days; that’s my depression.

It never goes. But I volunteer for the village community
scheme now. I phone people who live on their own for a
chat.

Impact Report 2019 - 2021 27

MOVING FORWARD

Navigate will focus on five key areas of activity from 4) Social Impact
2021 onwards.
Continue to review and develop our social impact reporting
1) Operational Efficiency framework to capture and evidence the wider impact of
our work, e.g. mental and physical health, wellbeing and
Ensuring that all services remain high quality, efficient, savings to the public purse.
compliant, accessible and effective for our clients, staff,
funders and stakeholders. 5) Policy Change/Social Policy

Maintaining high levels of service quality and compliance. Continue to review and develop areas of identified social
policy and issues that impact on our clients – be a voice for
Providing clients with high-quality, accessible, those facing injustice by researching current and trending
comprehensive advice, education, guidance and signposting positions on key themes such as debt, benefits, poverty,
services delivering best practice and quality advice. financial resilience and mental health and wellbeing,
evidence issues through Navigate and the Wis£rmoney
2) Awareness and Fundraising Partnership that support our position, approach and
alleviation of these issues.
Increase awareness of Navigate and the Wis£rmoney
partnership through targeted marketing and social media
campaigns.

Build on existing, and develop new, funder relationships to
ensure continuity of services for clients.

3) Education

Increase delivery of Navigate the Money Maze educational
courses and workshops; supporting more individuals to
build the skills, knowledge and confidence to manage
money effectively and make informed financial decisions.

Continually review and develop course materials to ensure
they are relevant, compliant, engaging and meeting the
needs of our participants.

Deliver accredited courses across Devon and Somerset with
participants achieving level one and level two awards.

28 Impact Report 2019 - 2021

Accessible Advice

Navigate and the Wis£rmoney partnership are
operating over a wider geographical area with
services available in:

North Devon Sedgemoor
West Somerset

Taunton

Torridge Mid Devon

West Devon

Funded by:

Impact Report 2019 - 2021 29

APPENDIX A PRODUCTS AND SERVICES

TRANSITIONS by mental health caseworkers. We advocate and advise,
this enables clients to make sense of their situation and
In 2016, the National Lottery funded this project in rural develop realistic strategies to move forward with.
West Devon and Torridge for three years. Five years
on we are in our second tranche of funding, having In April 2020, we conducted a survey to measure
successfully achieved and surpassed our aims and the longer term impact of our work with clients. We
objectives. Built around our core offer of debt and money engaged with clients with whom we had closed cases
advice, Transitions also builds community resilience by in the previous six months, asking them four questions
networking and running Community Wellbeing events regarding how they felt following the experience of
in partnership with West Devon CVS. During 2020-21 working with us.
events were put on hold in response to the UK lockdown,
but networking has continued digitally. Online training 92% felt better able to cover
on debt awareness has also been offered and delivered. essential living costs
We have recently successfully held our first Community
Wellbeing event since the start of the pandemic in 81% said they felt better equipped
Winkleigh in the Torridge district. to deal with any future
financial problems
BRITISH GAS ENERGY
TRUST 78% said they continued to experience a
greater sense of wellbeing and health
Our BGET project has worked across West Somerset, after working with us.
North and Mid Devon since Oct 2018. Funded by the
British Gas Energy Trust and is currently funded until 85% felt more confident
March 2022. about managing
finances generally
BGET focusses on addressing fuel poverty, mental
health issues and money and problem debt advice. Rural TORRIDGE IN REACH PROJECT
isolation and lack of services compound these. We
network with agencies throughout the three areas and This project funded by Torridge District Council,
also work closely with energy advice organisations on provides advice and support to people who have been
a local and national level. Following our central ethos, housed following homelessness.
we work with people at their pace and in their choice of
place, with money advice caseworkers being supported

30 Impact Report 2019 - 2021

We work to ensure the correct income is being received. We • Food vouchers for local foodbanks (by referral to local
enable people to find ways of budgeting and managing their organisations);
money. We source grants to help provide essential white
goods and furniture. • Furniture/ white goods (by referral to local
organisations).
We support people to know what their financial commitments
and income are and how to stay in control of both. These are We worked alongside Mid Devon District Council to support
essential skills if their move is to be a successful one and individuals and families in need of support with debt and
prevent their returning to rough sleeping. We find strategies money issues. The LWA service has been a good example
that work for people and build relationships of trust by 1:1 of local statutory and community-based agencies working
working in their new accommodation. together in the best interests of residents.

LOCAL WELFARE ASSISTANCE COMMUNITY HEALTH & SOCIAL CARE TEAM
(CHSCT) VOLUNTARY SECTOR REPRESENTATION
Following a competitive tendering process Wis£rmoney was
awarded the contract to deliver Mid-Devon District Council’s The CHSCT voluntary sector representative role acts as a
Local Welfare Assistance scheme. single point of contact for all community-based nursing,
rehabilitation, and social care teams across the Northern
The contract commenced on 1 May 2013 and ended on 30th Devon cluster. This area includes Ilfracombe, Barnstaple,
April 2016. This was subsequently extended following further South Molton, Bideford, Torrington, Holsworthy and
competitive tendering processes to 31st March 2021. surrounding areas. The CHSCT refer patients if a need is
identified that voluntary or community-based organisations
The Local Welfare Assistance service aimed to achieve three would be better placed to support. An excellent
outcomes: understanding of the community provision available is key,
as well as working in partnership with all referral agents
1. To increase self-reliance and resilience and key support agencies such as social prescribers, One
Northern Devon community developers and both North
2. To offer swift and effective support for those with high Devon and Torridge District Councils.
priority short term needs
Each client referred to the project is provided with an
3. To provide help for people to establish themselves in or, holistic triage to determine their needs and what matters
remain in, the community to them. Time is taken to build rapport and ensure services
such as befriending support, community engagement,
This scheme provided a variety of services to assist local transport, caring responsibility support, furniture or
residents either experiencing, or at risk of experiencing, crisis. white goods replacement and financial advice (this list
The key elements of service delivered during 2019-21: is not exhaustive) are provided, either through effective
signposting or referral.
• Money advice (including debt, income maximisation,
budgeting, financial capability);

• Signposting & referral;
• Assistance to access charitable grants;

Impact Report 2019 - 2021 31

APPENDIX B METHODOLOGY

Methodology: measuring an organisations’ social impact Navigate and Wis£rmoney advice, learning and
needs to be effective, proportionate to the size and community development services reach specific user
resources available, GDPR compliant and mindful of groups:
the communication needs of its client base and time
constraints of its staff teams and partners. • our clients - those facing financial hardship and
exclusion by reason of youth, age, ill health,
disability, financial hardship or another disadvantage,
who find accessing mainstream advice difficult

• referral partners – organisations and individuals who
refer others to our advice service and training

• community partners – involved in signposting others
to local services but may not directly refer individuals
for advice

• members of the public – interested in participating in
our educational workshops and community wellbeing
events

Methods of collection

Navigate and the Wis£rmoney partnership has evidenced
its social impact through a co-ordinated approach using:

• qualitative methods: case studies, face to face and
telephone surveys, learner feedback, focus groups
and public event consultation;

• quantitative methods: data project reporting, online
partner surveys and comparison research with
national partners.

32 Impact Report 2019 - 2021

Financial values * HCA Additionality Guide https://assets.publishing.
service.gov.uk/government/uploads/system/
Through researching wider national good practice in uploads/attachment_data/file/378177/additionality_
measuring social impact we have collected financial guide_2014_full.pdf
values against six areas. This is a mixture of:
* Modelling the value of Citizen’s Advice 2016/17
• ‘savings to the public purse’ taken from well- https://www.citizensadvice.org.uk/Global/Public/
established research, for example the cost saving of a Impact/Modelling%20the%20value%20of%20the%20
client’s reduced use of local health services due to an Citizens%20Advice%20service%20in%20201617%20
improvement in their financial and mental health -%20FINAL.pdf

• ‘wellbeing social value’ the value individuals’ place * (a) HACT Measuring the Social Impact of Community
on the improvement to their own wellbeing and investment 2014 page 14 https://www.hact.org.uk/
circumstances – this is based on Government measuring-social-impact-community-investment-
national surveys to help politicians make informed guide-using-wellbeing-valuation-approach
policy decisions. It has been developed by HACT and
Simetrica who have analysed large national datasets * (b) Kings fund report ‘paying the price’ 2008 using
to identify how people’s wellbeing correlate to other 2007 figures page 45 Supporting public service
aspects of their life, including employment status, transformation April 2014 MN Treasure, New Economy,
financial inclusion, health, and feelings about their Public Service Transformation https://www.kingsfund.
neighbourhood. org.uk/publications/paying-price

These figures are useful as they provide comparative data * (c)Shelter briefing 2010/11 prices immediate costs
enabling us to calculate and estimate the wider value for to government of loss of home https://england.
money our service offers. shelter.org.uk/__data/assets/pdf_file/0003/415596/
Immediate_costs_to_government_of_losing_a_home.
Dead weight, is factoring into our assumption the impact pdf page 6
of our advice and training interventions and what might
have happened if we did not exist, or if our service was not * (d) National Schedule of Reference Costs 2011/12 for
used. We have chosen to use a dead weight factor of 50%. NHS Trusts and Foundation Trusts page 54 Supporting
Public Service Transformation https://assets.
The HACT social impact tool uses deadweight calculations publishing.service.gov.uk/government/uploads/
from the Homes and Community Agency’s 2014 system/uploads/attachment_data/file/300214/cost_
Additionality Guide* and these vary from 15% for training benefit_analysis_guidance_for_local_partnerships.pdf
and access to the labour market to 27% health and 28%
for development schemes. The Citizen’s Advice ‘modelling * (e) Under one roof, NEA June 2018 page 24
the value of Citizen’s Advice 2016/17’ standardised their referencing Stafford B 2014 The social cost of cold
deadweight as 50% and we have followed their example. homes in an English city. https://www.nea.org.uk/
research/under-one-roof/

Impact Report 2019 - 2021 33

Area of value HACT value to client & public Dead weight Number of Value
purse saving per client 50% clients/visits
Reduced anxiety £272
and stress *(b) Kings Fund 481 Clients. £130,832
£544 based on savings to local £771
Reduced fuel poverty 507 £390,897
health services £3,340
Tenancy secured 33 £110,220
homelessness averted * (e) NEA cost of cold homes
to NHS £1543 Common mental
Ability to maintain
tenancy health
Debt free
*(c) Shelter £6679.88
Able to obtain
advice locally (a) HACT £7,347 (a)£3,673 785 Clients. £2,883,305
47 £37,436
(a) HACT £1,593 (a)£796.5 775 £952,087

a) HACT £2,457 (a)£1,228.5 £4,504,777

TOTAL SAVINGS TO PUBLIC PURSE

34 Impact Report 2019 - 2021

WHAT IT IS LIKE TO WORK FOR US

I feel privileged to work for a charity and partnership “I feel part of a team who are making a positive difference
that genuinely cares about people. As an employee I to the lives of people.” “We’re stubbornly on the side of
feel empowered, supported and part of a team effecting people who are often overlooked; working for Navigate
positive change and achieving incredible, sometimes life makes you feel like you’re doing something to redress that.
changing, outcomes for the people we work with – it is an
incredible charity to work for. Julie Matthews, Partnership & Social Policy Lead

Mel Allen, Navigate CEO I enjoy working for Navigate and Wis£rmoney because
there is an evident collaborative and person centred
I enjoy witnessing the positive impact and the relief that approach to the support offered to our clients. Rather than
our work brings to our clients, and being able to tailor ‘quick-fix’ advice, all of the advisors across over numerous
our support for vulnerable clients who have struggled to projects look to build rapport and fully understand our
access services. clients at a physical, emotional and practical level. This is
important to me because ultimately it results in a profound
Abbie Doble, Money Advice Caseworker improvement in people’s lives. I feel like I can make a
difference.
I enjoy working for Navigate and Wis£rmoney because
we offer a bespoke service that has a positive impact Having worked for Navigate for nearly two years across
on the people we work with who are often struggling. two separate projects in North Devon and beyond, I have
Empowering people and giving them confidence to move always felt that my personal wellbeing is a priority as
forward is a special achievement and so worthwhile. well as my continued professional development through
effective supervision and training opportunities. All staff
Nikki Kitch, Delivery Administrator are able to work flexibly and with trusted autonomy
whilst retaining a clear vision, inclusive culture and open
Working for Navigate is great. I feel supported both in my communication across the partnership, creating a pleasing
professional role, but also with issues I face in my personal environment in which to work.
life. Despite the fact that we all work remotely, the team
is very supportive, inclusive and always on the end of a Roxi Reeder, CH&ST Representative
WhatsApp message, phone call or video call for advice
(or a moan!)

Becky Little, Money Advice Caseworker

Impact Report 2019 - 2021 35

Working to eliminate social isolation and financial hardship

Navigate CIO registered charity number 1182020.
Registered address: Heatherton Park Studios, Bradford on Tone, Taunton TA4 1EU.
Navigate is authorised and regulated by the Financial Conduct Authority 837950 for debt-related regulated activities. Tel: 01823 299050

Mind in Somerset Encompass Southwest
Registered Charity No. 1109626, registered in England. Registered charity 1145286, registered in England, company number 07149873.
Registered address : Sussex Lodge, 44 Station Road, Taunton. TA1 1NS.
Registered address: Suite 1,2 Bear Street, Barnstaple, Devon EX32 7BU.
www.mindinsomerset.org.uk Encompass Southwest is authorised and regulated by the Financial Conduct Authority
www.facebook.com/mindinsomerset | @mindinsomerset. Tel: 01823 334906
618752 for debt-related regulated activities. Tel: 01271 371499