Clients experiencing domestic violence and abuse

Financial Capability Toolkit

This toolkit has been produced as part of Citizens Advice Financial Skills for Life.

Although care has been taken to ensure the accuracy, completeness and reliability of the information provided, Citizens Advice assumes no responsibility. The user of the information agrees that the information is subject to change without notice. To the extent permitted by law, Citizens Advice excludes all liability for any claim, loss, demands or damages of any kind whatsoever (whether such claims, loss, demands or damages were foreseeable, known or otherwise) arising out of or in connection with the drafting, accuracy and/or its interpretation, including without limitation, indirect or consequential loss or damage and whether arising in tort (including negligence), contract or otherwise.

Copyright © 2016 Citizens Advice All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, rd Registered number 1436945 England. Registered office: Citizens Advice, 3 Floor North, 200 Aldersgate Street, London, EC1A 4HD.

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Introduction Last year one in every fifteen women, and one in every thirty-three men experienced domestic abuse at the hands of their partner or former partner. Around a third of those who are victimised experienced ‘severe force’, and for some this is an almost continuous feature of their lives: three per cent of victims experienced abuse in the previous year “more than fifty times or too many times to count”. Specialists - in the form of refuges, legal professionals and police, and helplines or support services - play a critical role for many victims. However, many victims don’t engage with these groups, and this is the problem we are attempting to address. Separate to this toolkit is a new Citizens Advice programme (the ASK RE programme) to help victims of all forms of domestic abuse - including financial abuse. Local advisers are trained and supported to identify instances of domestic abuse with a simple but sensitive approach during face-to-face advice sessions. The staff and volunteers are then able to provide support and advice to those who are experiencing, or have experienced, any instances of domestic abuse. The pilot of this programme in 2013, led to an 800 per cent rise in the number of people who told Citizens Advice they were experiencing a form of domestic abuse. The ASK RE Programme is a phased training and support programme for all local Citizens Advice, enabling advisers to ask a routine enquiry to those who come to seek advice in Citizens Advice local offices in debt and benefit enquiries, asking whether they are experiencing, or have experienced, domestic abuse, or other forms of gender-based violence.

We use the following definition of domestic abuse: Any incident or pattern of incidents of controlling, coercive, threatening behaviour, violence or abuse between those aged 16 or over who are, or have been, intimate partners or family members regardless of gender or sexuality. The abuse can encompass, but is not limited to psychological, physical, sexual, financial and emotional behaviours.

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Providing financial capability for clients experiencing domestic violence and abuse Introduction This toolkit is designed to help advisers provide financial capability for clients experiencing domestic violence and abuse. Due to the nature of the issues that surround the need for financial capability, this toolkit does also cover other supportive guidance for this specific client group. Advisers are welcome to provide tailored information to the client at their own discretion. Subject information The toolkit contains all the key information for the topics covered. The majority of this toolkit is designed for advisors to use with clients, in a one-to-one setting. Advisers are encouraged to add and amend to their own copy of the toolkit as they see fit: any additional information that is given should be taken from an up-to-date and accurate source such as: •

The debt and money section of the Citizens Advice website.

•

The Money Advice Service.

•

Other online services as appropriate for the client needs

Advisers are encouraged to feed back any recommended online resources and activities they would want incorporated into the toolkit, so that it can be assessed and added it for use by their colleagues as appropriate. The different elements of this toolkit have three linked aims: o Providing money guidance for clients that may be considering leaving a situation of domestic violence and abuse o Supporting clients who are in a refuge or other temporary safe place develop the essential skills they need to stay out of their previous circumstances and ultimately to move on o Helping clients transition from support in a refuge to independent living

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Contents Toolkit user guide for advisers

6

A – First contact

19

Where to go for further support

20

How to plan to leave*

25

Action plan 1

53

B – Leaving for a refuge or other safe place

55

Action plan 2

56

Cutting Ties*

57

C – Improving financial capability

73

Action Plan 3

75

Financial Capability Topics*

76

D – Independent living

179

Independent living*

180

* These pages will break into sub-content pages for ease of reference

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Introduction to the toolkit Welcome to the Domestic Violence and Abuse Financial Capability toolkit. Over the next hundred or so pages, you will find resources and guidance to help front-line practitioners working with clients that are experiencing or leaving domestic violence. Serious Crime Act 2015 – Section 76 This Act makes it a criminal offence to be controlling or coercive in intimate or familial relationships. It has legal footing and, as such, emotional, financial and psychological abuses are all criminal acts for which perpetrators can be arrested. It’s a relatively recent law, so many victims may not even realise that the behaviours they’re experiencing are criminal. It is important that they are reassured that the law takes every form of abuse equally seriously.

Financial capability Development of this toolkit has been led by a financial capability specialist, and it is hosted within the Financial Capability section of the Citizens Advice website. It exists to help and support agencies – and local Citizens Advice offices – provide financial capability to a specific demographic group of clients.

Non-financial capability advice There is supporting advice in this toolkit (Stages A, B and D) that exist to support clients in a broader sense that pure financial capability. These include topics on identity documents, and renting a property. They may seem unrelated to financial capability, but they actually still fall under the broader theme of ‘building resilience’ of which financial capability is an essential part. All the advice in these supporting sections is aimed at helping a client get into a position where they are best equipped – given their individual circumstances – to make the best and most informed choices about their money in both the short-term and the long-term.

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Who is this toolkit aimed at? This toolkit is designed to be used - in part - by advisers working at local Citizens Advice, and also by front-line staff in other organisations working specifically with victims of domestic violence. This toolkit is not designed to be used in its entirety by Citizens Advice. It has been developed with the specific aim of supporting the wider third sector in three ways: •

By consolidating guidance and tips from a variety of specialists in Domestic Violence

•

By providing and sharing financial capability expertise from Citizens Advice

•

By providing a singular toolkit that agencies across the sector can use to support working in partnership.

Provided on our public website to all partner organisations, this toolkit is one that is split into three clear areas. Stages A, B and D are ones that we strongly feel are best used by a partner agency that specialises in helping those experiencing domestic violence. Stage C is one that Citizens Advice is ideally positioned to provide, but is also made available in a way to support other organisations to provide.

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What will the client journey look like? A client experiencing domestic violence is better suited to seeking for help from specialist agencies that have expertise in that. However, such agencies don’t often have expertise in providing robust financial capability support. This toolkit is designed to pool knowledge and good practise whilst increasing partnership working. The client Journey A person experiencing domestic abuse will come into contact an advice agency. They may or may not be looking to leave their situation immediately.

First - This client will speak to an advice agency – this could be a domestic violence specialist, or a general advice agency like Citizens Advice – who can offer them support, guidance and information from Stage A of this toolkit. Much of this information involves signposting, or taking small preparatory steps that will make a transition away from their current situation much easier. We would generally recommend that a generalist advice charity try to involve a specialist charity to provide this support, but there are times this is not practical. For example, a client may only be available for the one advice session they are having, and are not willing - or able - to have a secondary session with another agency. Second – The client is choosing to leave their situation by going to a refuge or a safe place. At this point, the most crucial step is ‘Cutting Ties’, which is covered in Stage B of the toolkit. As with Stage A, this is a step we recommend a specialist charity undertakes, but again there may be some circumstances when generalist charities find themselves involved in providing some of this support. Third – Now the client is in a refuge or safe place, they need to begin to improve their financial skills and confidence so that they can be better equipped for eventually living independently. This will require using Stage C of the toolkit.

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This is the largest part of the toolkit, and contains detailed financial capability advice and information. Although there is nothing preventing a specialist agency using these materials, Citizens Advice advisers are trained to deliver financial capability, and familiar with an entire resource library beyond the confines of this toolkit. As such, specialist domestic violence agencies now have the option of working in partnership with their local Citizens Advice office. This can be in various ways – sending their client to speak to a financial capability specialist on a regular basis, or asking the local office to run in-house sessions – but no matter how this is done, both the specialist agency and the local office are working from the same toolkit. This means that the front-line workers in both agencies will have a common set of processes, tools and resources that they can user to inform their combined approach with their client. More importantly, this allows agencies to support their clients in their area of expertise, but to also ensure their client is supported by another agency in similarly specialist areas. Crucially, this allows each agency to free up resources to tackle their own specialism. Fourth – As clients develop their financial skills and confidence, they will eventually transition to living independently. This will require support from the materials in Stage D of the toolkit, which focus on topics such as employment and renting. Much of this is ideally placed for specialist agencies to use, but some of it – relating to tenancy and employment in particular – is an area where Citizens Advice has established expertise and can support clients if needed.

We hope that this demarcation of expertise will allow local offices to offer more in-depth help to referred clients, whilst also making such referral pathways much clearer and straightforward for other agencies.

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Can clients use it? The toolkit is written in language that is appropriate for clients to access and use any part of it that they wish. In fact, it contains many handouts and factsheets that advisers are encouraged to give to clients to take away. That said, some sections are aimed more directly at advisers. These sections will be noted clearly in the top-right corner of the page, and those sections aimed directly at clients will similarly be labelled clearly as shown.

or

What if a page has no corner flag? If a page does not have a corner flag like the ones above, then the page has a more general audience and can be of use for both advisers and clients. What are these ‘factsheets’?

Factsheet

A sheet that has the vertical ‘factsheet’ banner on the right of it is one that is designed to be given to clients. They tend to have a lot of detailed information in them, but make good handouts.

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The spectrum of advice This toolkit has been designed for the full-spectrum of domestic violence Number of clients affected

people may experience. General tips

Specific tips

Less acute situations

Severity of domestic violence and abuse

Increasingly acute situations

Although there will be some clients who live in a situation of extremely acute domestic violence and coercive control, we recognise that this is the minority of clients. Similarly, although some clients experiencing domestic violence may not be in an acute situation, and may have a great degree of personal and financial freedom, we recognise that this is also an uncommon situation. Instead, we recognise that most clients fall somewhere between these two extremes. As such, the advice and tips contained in this toolkit are ones that are offered for advisers to select from. We do not recommend that all clients be offered every tip in these resources: advisers need to choose what is suitable for the client they are helping. Tips are broadly broken down into two types: General tips – These are tips that most clients will find useful Specific tips – These are tips aimed at clients with very little personal or financial freedom. Remember – Some clients will be in such an acutely difficult situation that there is no real advice that they can be given prior to leaving: the risk of discovery is simply too great. ©2015 Citizens Advice 11

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Stages of the toolkit

Stage A – Aimed at supporting those who have not yet left a difficult situation.

Stage B – Called Cutting Ties, this tackles the immediate needs of a client entering refuge.

Stage C – The largest section is focussed on supporting clients build financial capability.

Stage D – Aimed at clients who are preparing to leave refuge and live independently.

Toolkit structure and use This toolkit is broken into three discrete sections to make it easier to help clients. Stage A is for the first contact advisers are likely to have with a client. As such, it is designed as a one-stage contact rather than a sustained intervention. It addresses issues that relate to clients who are currently experiencing domestic violence and abuse, but are not necessarily in a position to leave immediately. The emphasis in this section is providing money guidance that raises a clients awareness of what preparations are sensible and practical if they later choose to leave this situation and live independently. Advisers need to appreciate that many clients will not be receptive to all the guidance here, but even if the client seems unreceptive, covering these areas can provide some guidance and tips for a later stage in their domestic situation where the discussions in Stage A will – hopefully – have prompted them to consider things they may otherwise have not. The action plan provided is composed of short memory prompts, and specifically encrypted in order to prevent a partner uncovering it (http://txtn.us/mirrorwords).

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Stage B is for use with clients who have left domestic violence and abuse and are now seeking a place in a refuge. It is split into two sections. The first section contains a small, very achievable and bite-size action plan that focuses on the most effective ways to stay safe and consolidate their departure.

Stage C starts with a much larger action plan is available (this actually covers Stage D as well), which will encompass both the remaining support offered whilst the client is in a refuge, and the actions needed for Stage D. The supporting financial capability materials provided here are made specific for this target group, and rely on the fact that clients in a refuge will have repeated sustained contact with their adviser or support worker. Nonetheless, advisers are encouraged to use the rest of the resource suite available on the Citizens Advice website as they see fit.

Stage D is the final stage for advisers to support clients with, where they are transitioned to living independently. It is again composed of two sections: primarily it addresses the practicalities of getting a flat and living alone, and then it covers more advanced and general tips, including new employment.

Although Citizens Advice will maintain a co-ordinating role for the information included in stages A, B and D, we recognise that we are not specialists in this area, and nor do we wish to in any way detract from the expert assistance offered by other organisations.

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Frequently Asked Questions Why is Citizens Advice making this toolkit? Citizens Advice provides a robust financial capability offer to the third sector. This includes a large suite of publicly-accessible and award-winning resources, a flexible program of training days and an evaluation tool developed from indepth user-testing. One of the areas we are constantly developing is that of our toolkits, where we develop resources and approaches to address the specific needs of particular demographic groups of clients. This toolkit is considered to be another part of that process. Why is Citizens Advice making a toolkit for other agencies to use? We acknowledge that we do not have the appropriate expertise to help many people experiencing Domestic Violence, yet many such people need support developing their financial skills and confidence. A toolkit aimed to support other agencies can promote partnership working when their clients require specific help that local Citizens Advice offices are best-placed to offer. This not only gives the client the best possible support, it also frees up resources for every agency involved to focus on what they do best. Why is the toolkit for Domestic Violence and not more broadly for Genderbased Violence and Abuse? Gender-based violence and abuse (GVA) is a broad term that includes areas such as elder abuse and honour-based violence. As each of these areas has its own particular characteristics, they would warrant a toolkit of their own. Domestic Violence is in many ways the most widespread form of GVA. As such, it is the first demographic in this field we chose to address with a financial capability toolkit. If this toolkit proves to be a success, then the Financial Skills for Life team will look at the potential for developing similar toolkits addressing the needs of clients experiencing other forms of GVA.

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Why is this toolkit aimed at people leaving difficult situations instead of managing them? The toolkit was developed by the Financial Skills for Life team at Citizens Advice. The core activities – and the substantive part of the toolkit – are related to supporting a client develop their financial skills and confidence. If a client wants to improve their financial capability, sessions and specialist support on this is offered in 96% of the local offices within the Citizens Advice network. The reason this toolkit exists is to address the different financial capability needs that this group of clients – those experiencing domestic violence – have in relation to mainstream clients. These differences are only manifest if the client is either trying to establish an Emergency Fund to allow them to leave, or has left and is trying to re-establish an independent life. These clients will of course still require support from specialist agencies, but we don’t feel that we have the expertise to offer expert support for a client who is not leaving their situation, or who does not require support in areas we cover. Why is the toolkit aimed so strongly at clients in refuge? The toolkit was developed by the Financial Skills for Life team at Citizens Advice. The core activities – and the substantive part of the toolkit – are related to supporting a client develop their financial skills and confidence. We know that this is something that takes time to do properly, and nudging a clients attitudes, behaviours and mindset is something best done in regular and repeated interventions over time. As a result of this, we have included a suite of resources that can be used by a caseworker or coach over a series of sessions. Of course, having a series of sessions means that the client will need to be in a refuge or safe place themselves. For those clients that do not wish to be in refuge, we hope that Stages A, B and C will be of use in both leaving their difficult situation and in establishing a independent life of their own.

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How was the toolkit developed? The toolkit was developed by detailed conversations with Domestic Violence charities and from taking into account first-hand experiences from victims of varied forms of GVA. It was subsequently sent out for consultation by the Citizens Advice Equalities team to external agencies and local offices within our network. This consultation feedback was then collated and incorporated into a final version for inclusion in the financial capability resource offer. You have a library of over 300 resources and activities. Why have you chosen the specific ones that you’ve included here? The activities included here are core, fundamental activities that we think are the most crucial ones for this particular group of clients. Of course, there are many other areas that both underpin and expand on the ones included here: we would really hope that the adviser supporting the client feels confident enough to access and use our wider library of resources as they see fit. Who is responsible for the toolkit? The toolkit is the responsibility of the Financial Skills for Life team at Citizens Advice. Any updates or corrections will be undertaken by the team, and the final approval for the content contained within is also with them. What else is Citizens Advice doing in the area of Domestic Violence? Citizens Advice is running the ASK project. Details are here.

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What if the clients need advice in other areas of financial capability? Citizens Advice provides access to a financial capability resource library of over 300 different activities, session packs and toolkits, all with a core theme of financial capability but covering topics such as energy, digital skills and consumer rights. These resources are located here, and advisers should be confident of using whatever resources and supporting activities they feel are suitable for their client. They are organised in bite-size blocks: an adviser can use them to put together a tailor-made session very easily. In addition, we offer a suite of four training days on financial capability. These cover the use of our resources, the approach to helping clients acquire confidence using technology, technical financial knowledge, and group training skills.

Trainers are encouraged to feedback to the Financial Skills for Life team with any feedback about training materials or resources. If you have any comments, please contact: [email protected]

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‘8.2% of women and 4% of men were estimated to have experienced domestic abuse in 2014/15, equivalent to an estimated 1.3 million female and 600,000 male victims’ Source: House of Commons Briefing paper 6337 (6 May 2016)

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Stage A First Contact

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Where to go for further support The following organisations are dedicated to helping those experiencing all forms of gender-based violence and abuse. The opening hours are only approximate and subject to change: please check respective websites.

General The National Domestic Violence helpline - 0808 2000 247 This is a free, 24-hour number run by Womens Aid and Refuge Live Free From Fear - 0808 8010 800 The domestic abuse and sexual violence helpline for people living in Wales – supported by Welsh Women’s aid - is open 24 hours. The Men's Helpline - 0808 801 0327 Providing help and support for male victims of domestic violence. Available Mon-Fri 9-5pm Mankind – 01823 334 244 Confidential helpline for male victims of domestic violence and abuse, available MonFri 10-4pm Respect - 0808 802 4040 If you or someone you know is being abusive or violent to a partner or family member, support is available on this number 9-5 Mon-Fri The National Stalking Helpline - 0808 802 0300 Offering support to those feeling harassed or intimidated by another person’s behaviour. Run by the Suzy Lamplugh trust, available 9:30-4pm Mon-Fri National LGBT Domestic Abuse helpline - 0800 999 5428 Emotional and practical support for LGBT people experiencing domestic abuse, open 10-5pm Sun-Fri Dyn Cymru – 0808 801 0321 Free, confidential support to men who are experiencing domestic abuse from a partner, available Mon-Wed 10-4pm.

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Broken Rainbow – 0800 999 5428 Dedicated to confronting and eliminating domestic violence and abuse within LGBT communities BAWSO – 0800 731 8147 An all Wales service providing support to people from Black and Minority Ethnic backgrounds who are affected by domestic violence and abuse. Helpline is open 24 hours a day. Rape Crisis - 0808 802 9999 Support, counselling and information for women who have suffered sexual violence. Various opening hours. National Association for People Abused in Childhood (NAPAC) - 0808 801 0331 Providing services to support adult survivors of childhood abuse. Available 10-9pm Mon-Thurs, and 10-6pm Fri. The NSPCC (child abuse for those still under 18) - 0808 800 5000 Available 24 hours Childline – 0800 1111 For people under the age of 18 that require support Supportline – 0808 1689 111 Delivered by Victim Support, this offers free help Mon-Fri (8pm-8am) and 24 hours on the weekend. Advisers can offer any of these in addition to those on the ‘Getting more support’ handout provided later, as per the clients need and circumstances.

Wider forms of gender-based violence and abuse The FGM National Helpline - 0800 028 3550 Run by the NSPCC, and open 24 hours a day The Forced Marriage Unit - 0207 008 0151 Specialists on honour-based violence and forced marriage, available 9-5pm Mon-Fri Action on Elder abuse – 0808 808 8141 Protecting and supporting vulnerable older adults, available 9-5pm Mon-Fri ©2015 Citizens Advice 21

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Useful Websites Legal information on the rights of women - http://rightsofwomen.org.uk/ Including: o Family law - 020 7251 6577 o Criminal law - 020 7251 8887 o For women in London - 020 7608 1137 o Immigration and asylum law - 020 7490 7689 The Womens Aid survivors handbook - https://www.womensaid.org.uk/thesurvivors-handbook/

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Local contacts and details This is an area where we ask advisers and local offices to research and input their own local support bodies. Most third-sector organisations should have referral pathways to at least one of the following: o The local police

Insert specific details of local support here

o Local child protection services

Insert specific details of local support here

o Local food banks

Insert specific details of local support here

o Local specialist gender-based violence and abuse organisations

Insert specific details of local support here

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Providing support to clients The adviser needs to gain an understanding and empathy of the interlinked relationship and abuse, and assess which stage the client is at before overloading them with information or options to consider. The rest of this stage – stage A - is designed to provide information to the client that will be support them if they should choose to leave their situation. However, it acknowledges the reality that the first time a specialist agency makes contact with a client is often not at the point where they are ready to leave an abusive relationship. Why provide any guidance here at all? Many clients will contact a support agency whilst experiencing abuse, but they will often return to their domestic situation soon after. When the client is eventually in a position to leave this situation, they often do so having made very little in the way of preparation. The information here are areas and ideas that an adviser can discuss with clients to help them consider a new mindset: the mindset that it is possible for their situation to end, and that taking small precautions now (such as setting up a spare, private bank account for example) could save them a lot of difficulty in the future if they do choose to end their abuse by leaving their situation.

Remember – We are not saying that advisers need to provide all - or in fact any – of this information to clients. They have to use their own understanding of the client and the clients personally situation to guide their decision of what support to offer. Advisers should also keep in mind the ‘spectrum of abuse’ referred to in the introductory section. Not all the advice is applicable to the difficult situations of all clients experiencing domestic violence and abuse. ©2015 Citizens Advice 24

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How to Plan to Leave Building up emergency money

25

Emergency routes and bags

30

Protecting some crucial IDs

32

Useful paperwork to prepare

35

Preparing a private bank account

36

Controlling your post

39

How to cover your tracks online

41

Securing furniture and appliances

44

Safeguarding childrens details

46

Protecting Pets

47

Talking to your employer

49

Preparing for the actual day

51

Getting more support

52

Action Plan 1

53

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Building up emergency money It is important but not crucial for clients to build up some small savings pot before leaving a situation of domestic violence and abuse. Physical safety always comes first, and whilst some clients may have the option to save up some money discreetly, others may be putting themselves at risk of harm by doing so. General tips A client should be encouraged to open their own account if possible, and set up a small regular amount to go into it. This may not be practical for most clients, as it involves having a fair amount of personal and financial freedom already. If a client wants to do this, here are the tips we recommend: o Open a simple basic bank account or saving account. o Pick a high street bank (or building society), or a credit union with a very wide presence. If the client moves to a whole new area, a well-known national bank is much easier to access than a local credit union. o Once they have the account, move to paperless billing as soon as possible so that nothing is sent to the house. We have information later on about covering their tracks online. o Keep the debit card in a safe place. This doesn’t even have to be in the client’s possession; they can give it to a friend, or post it to a forwarding address. Either way, it should be safe from discovery but easy to access. High-tech tip It can be tempting to try to get clients to think about more high-tech alternatives, and there are many available. For example, clients can set up a Paypal account, or ApplePay via their mobile. The problem with these systems is that they require money to exist in a bank account first before they can be transferred to the virtual account. This is quite obvious, and is likely to be spotted.

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However, if clients can get money into such a virtual account, they can store it there till they need to spend it, or they can send it to any new account of their choice. To get the money there they can: o Send it from their account, as long as they are certain this won’t be detected. o Give cash to a friend who can then wire money to their virtual account There are risks with both of these options. However, using a virtual account like this also has some major advantages: o There is no risk of storing physical money that may be discovered. o There is no post sent to the home (you will however get regular emails about it).

Specific tips If possible, a client should try to put very small change aside every time they spend money. This can be as little as just keeping the coppers from any change, or – as long as it doesn’t increase risk of discovery – larger coins up to £2 pieces. Missing coins are much easier for abusers to overlook than missing notes. If possible, clients can try to take some items back to the shop it was bought from when they are alone, asking for a refund. If an item was bought by cash, the store should refund as cash: if it was bought on a card, most stores will only refer it onto the card which obviously isn’t very useful. However – depending on the individual store’s policy – they can refund it as cash if they wish, or provide a credit note for use in the store later. Even if the store only offers a voucher or credit, see if the client can sell this for cash. If not, vouchers or credit at useful shops like supermarkets can be kept for several months without expiring.

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Clients should only keep any money together in a safe place if they are certain it is safe. Shelves and cupboards are not often safe: better locations can be o taping money to the bottom of drawers o Hiding small notes in picture frames behind photos or pictures o burying a small sealable container containing money o Giving the money to a friend, but only if they can definitely be trusted We’ve seen examples where clients have held car boot sales or taken to selling items online, and then used this as an opportunity to put some money away for themselves without disclosing it to partners or family members. Keep in mind that this should not be attempted in secret from their partner, but it can allow the client the chance to be handling a lot of loose, unspecified cash in a busy environment. They can claim the car boot sale yielded £200, and keep £50 for themselves in secret, for example. Similarly, if working for an employer, a client needs to start putting away some of their earnings. This may mean taking on extra hours (and excusing the delays on traffic or similar issues) so that a partner does not see a change in their earnings. If a client is in the rare position where they have money to buy their own work lunch (for example) they may need to consider tightening what they spend their lunch money on in order to save the excess. If the client normally pays for buses, they may want to consider walking to save the cash.

Other more general budgeting tips can be found on the Citizens Advice website (www.citizensadvice.org.uk/financialcapabilityresources).

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For advisers Different local authorities and organisation offer hardship grants that clients may be eligible for. We encourage advisers to build up this local knowledge, and keep a record of it here.

Insert specific details of local hardship grants here

Remember – the goal here is to at least help the client consider that their situation does not need to be a permanent one. Many clients will feel there are too many financial obstacles to seeking independence: an adviser should do their best to see that these obstacles are not insurmountable. We appreciate it’s difficult to ask clients to keep things from their partners or from family members: however, they should consider it as potential necessity in order to keep themselves safe. They need to consider their own circumstances, and exactly how acute their own situation is. Some clients may not be able to risk even the slightest change in their routine, as it may alert their abuser. Remember, personal safety comes first. ©2015 Citizens Advice 29

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Emergency routes and bags It is really useful for a client to consider what the best emergency route to leave their home and situation might be. This can take into account lots of different factors, including: o The best route out of the home if their safety is in immediate danger o A final place of safety to get to o Where the car is (including having spare keys and ensuring it’s fuelled) o Public transport/taxi options o Using public or crowded spaces to keep safe o Code words for family, in order to notify them of your departure o Reverse charge call instructions Similarly, having an emergency bag is very important; in fact preparing an emergency bag that takes into account everything in Stage A is probably the most important thing a client can do for their situation. The bag should contain: o All crucial paperwork, including that need for any children. o Emergency money o Spare keys (this can be for home, car or garage etc) o Spare mobile. A cheap pre-paid handset can be purchased with credit for around £30.

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This should be stored in a safe place in the home where it definitely won’t discovered, or alternatively kept with a trusted friend. If a client can’t think of a safe place, encourage them to just keep the ‘idea’ of it. This means to know where everything is that would go into the emergency bag, and to know where an empty bag is being stored. The more detail and precision the client has of this ‘idea bag’, the quicker it will be to pull it together at a moments notice. This difference between taking ‘two minutes’ and ‘half an hour’ to leave can make all the difference. Remember – The spectrum of abuse highlighted earlier in the toolkit should remind advisers that not all advice can be applied to all clients. Whereas some will be able to use all these tips, others will only be able to use some, or even none at all. Remember, a clients safety is the absolute most important thing: they should not take any unnecessary risks of discovery.

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Protecting some crucial IDs A client needs certain forms of identification if at all possible. Identification is critical for many things when making a new start, and is one of the most common things that clients fleeing domestic violence and abuse are lacking. The most valuable forms of ID are: o Birth certificate (and if they’re married, a marriage certificate) o Passport o Driving License Older clients may worry about their national insurance card: this is not important as long as they know their national insurance number. They can write this down, or text or e-mail it to themselves. Utility bills are of limited use, as they are linked to a clients old address (which will be on the bill) and once they leave this address they should not use this for anything whatsoever. However, knowing the reference numbers and so on can be really useful, so a scanned copy or a photocopy is good to have.

Cloud storage A useful compromise with forms of ID such as passports and driving licenses is to scan them and e-mail them (to themselves, or a friend). This way, they stay in the ‘cloud’ and the client can access them whenever and wherever they need. If a scanner is not an option, a good quality photograph from a smartphone is worth sending. However, although this will keep all the details of the ID, most bodies will still not accept this form of ID as sufficient proof and will want original copies instead. It does mean however that a client can print out copies of their ID to have certified by a professional (for example, a doctor can sign the back of a photocopy of a passport to confirm it is an accurate likeness of the client). In addition, due to centralised databases, it is always useful to have things such as the passport number itself.

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Using Arkhive This is a new service offered by Timpsons. It creates safe online storage for important documentation which can then be accessed through Timpson stores on the high street if a client needs approved hard copies printed out. The ArkHive app allows a person to keep your important documents such as their driving license, passport and birth certificate in a hyper secure online data store. They can then choose to securely share this information with another user. For example, they might choose to share a verified digital copy of their passport with your employer. An ArkHive account is free, including storage of verified documents. More information on it can be found at https://arkhive.com/#/

Advisers should look into ‘arkhive’ themselves and make a judgement as to whether it will be useful for clients. It is a new service, and clients may not trust the idea of it. It may also require quite a high degree of digital skills and confidence from clients, as it is run through a smartphone app.

Substitute copies Some clients may be able to access their ID, but will have concerns that taking it may alert their partner to their intentions to leave. They may either leave it there (see section on Awareness) or get a high quality colour photocopy of their birth certificate or driving license and substitute it with the original. They can then keep the original safe somewhere that it won’t be found, leaving the copy in its usual place in the home so as not to arouse suspicion. This approach is only worth taking if the ID is only infrequently accessible and the client may not be able to get hold of it at the time they choose to leave.

Although it’s not impossible to get any and all of these forms of ID later once having left the situation, the reality is that there are costs associated with doing this and this will come at a time when a client will find their financial situation to be very taxing. If a client can safely get these details themselves, it makes things easier later on. ©2015 Citizens Advice 33

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Key tip - Awareness Many clients will be in a position to access ID, but often leave in such a hurry that it is left behind. Ask a client to find all their crucial ID one day when they have time, even if they do not plan to leave their situation immediately. This means that they will then know where it is (and can even move it somewhere safe), which in turn means that they won’t need to spend hours looking for it if their need to leave becomes urgent. This can form part of the process of having an ‘idea bag’, mentioned earlier.

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Useful paperwork to prepare Important paperwork is often scattered around the house and takes some time to get together. It’s really important to know where it all is, and if possible to keep it all in roughly the same place. That way it’s easy to drop into a bag if you have to leave in an emergency and only have a few minutes to get things together. This is a list of some of the other important things to keep: o Passport o Driving license o Pay slips, or a P45 or P60 o Details of any benefits you are receiving o Bank statements o Documentation relating to the ownership of your home, mortgage or tenancy o Utility bills in your name o Details of any credit cards that are in joint names o Documents relating to immigration status and Right to Remain If you have children: o Their birth certificates o Their passports, if they have them o Their savings books or details of their accounts

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Preparing a private bank account For Advisers Advisers need to be careful when considering whether or not a client should open a bank account before they leave their situation. The biggest issue is that there is no way of being 100% sure that they will get no post to the house. Banks will do their best, but there is no guarantee. As an alternative – and this can be emotionally demanding - on the day of departure, a client can go to their bank and take out the money (half if it is a joint account). They can then go and open a new account with another bank and a new address.

Remember - not every option is safe for every client but they are options that can be discussed. It is worth noting that sometimes people who are living with high levels of risk over a period time begin to minimise these risks for all sorts of reasons. The adviser should trust their own instinct if they feel that the person is underestimating the risk they are facing, and not give unsafe options.

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Preparing a private bank account It is much easier for you if you are able to set up your own private bank account - without anyone else knowing – whilst still at home. Not only will you often have access to all the necessary ID, but it also means that you will already have a bank account available to you if you do leave home. This not only helps you with building up a small savings cushion before you leave, but also means that you don’t have the added stress of trying to get a bank account when you are in a refuge or temporary safe place. IF you have enough freedom to access your own ID, the best thing to do is to apply for a simple bank account: most current accounts are suitable. This can be done in person or online: either way, there are always still a few forms of ID you need to submit in person. These are split into two types:

Who you are For this, you will need to provide: o A passport o A driving license o An EU national ID card

Where you live For this, you can use: o A driving license (as long as you haven’t used it to prove who you are). o A utility bill (council tax, gas, water or electricity). Other bills, like mobile phone statements, won’t be accepted. o A mortgage statement. o A bank or credit card statement. It has to be the original, sent to the address that will be registered as your home, and it has to be within the last 6 months (12 for the mortgage statement). ©2015 Citizens Advice 37

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How to do it The problem is making sure that no information on this new bank account is sent to your home, where it may be intercepted. Most banks offer online banking now, which means that you can choose to have paperless billing. This is really useful for minimising post, but it’s not foolproof and it doesn’t stop other information from your bank being sent through to the home. It’s never simple, but here are some options. 1 – Update the address on your driving license to the address of someone you trust. This doesn’t cost anything and takes a few weeks once you post off the license. 2 – Use your passport and driving license to open a new account in your own name. Immediately move to paperless billing, and change your address online as soon as possible. Whether or not you change your driving license address back will depend on how soon you plan to leave home. 3 – Email any account information to yourself to remove a physical paper trail. 4 – If any promotional material does arrive in the post, this can be regarded as standard advertising junk if the bank is the same as your existing/joint one. 5 – If the bank does send information to the home and it is intercepted, this can always be blamed – in the short term - on identity theft. This all obviously will need you to have some personal freedom: not all people are in a position to do this.

Remember – It’s not criminal to have an address on your driving license which does not match where you live. However, if stopped by the police whilst driving a vehicle, they can potentially fine you up to £1000 for this. That’s why we recommend changing it back unless you’re planning on leaving soon. Changing your address is free, and can be done online at the gov.uk website. ©2015 Citizens Advice 38

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Controlling your post One of the big problems with leaving home can often be controlling the post. Letters to the home can contain important personal details, be crucial when setting up new bank accounts and services, and be impossible to get back. Changing an address before leaving home will always mean using a temporary address. This could be a friend, family, or even a PO Box. Depending on your situation, it may simply be impossible for you to exercise any control over your post. However, if you do have limited control over your post, you can consider the following options:

Changing the address for your mail This means calling the important providers with new address details. You need to be aware that: o Some providers will send an e-mail confirming a change of address. Is this email address secure? o Providers can make mistakes: the address change may not take effect immediately or at all. o Data breaches shouldn’t happen, but do occur. Does the new address you’ve chosen belong to someone that will is aware of your situation in case a former partner approaches them? o You don’t always need your physical mail. Scanning and keeping a copy of the most recent letter will often contain all the reference numbers and information you need to talk to the provider later (see ‘Cloud Storage’ ). Why change your postal address now? As always, this depends on your circumstances. If you are able to do things like set up a private bank account, or even organise renting a new property, then it’s important that there is no possible trace of this that can go to your old home. Even if you change to your new address straight away, systems take time to update and letters can cross in the post: this can be quite a risk to take. Of course, if you do not have the freedom to take these steps, then there is nothing to gain by worrying about your post. ©2015 Citizens Advice 39

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Royal Mail redirection This costs £31.99 for three months, but can let you redirect mail to a PO Box number if you don’t want to send anything to friends or family. It is meant to take 5 working days to set up, although the post office recommends doing it three weeks in advance: we recommend five weeks if you can. The benefit is that you can redirect mail for you and your children whilst leaving mail for a partner untouched. Unfortunately, mail relating to benefits cannot be redirected. Also, if you redirect mail in joint names, your partner may be able to redirect it back.

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How to cover your tracks online What tracks do I leave online? As you surf the internet, your computer will automatically save certain information such as which sites you have visited and files you've downloaded. If you are worried that this information might be found by someone else, you can cover your tracks by taking a few simple precautions. Remember - If you have any doubts about covering your tracks, you may want to use a computer at a friend or family members house. Alternatively, you can try using computers at work, local libraries, or internet café. You should only use your own computer if you are sure there is no risk of discovery.

Deleting cookies, files and internet history Different types of internet browser have different ways to covering your online tracks. There are a lot of different types of browsers – and search engines – and the way they work is constantly changing. If you’re not sure what to do, you can always do a search online of how to delete the cookies and files in any particular browser. The information is usually very easy to find. Some examples for the most common types of browser are covered below: Internet Explorer Click on the Tools menu and select Internet Options. On the General page, under Temporary Internet Files: Click on Delete Cookies and then OK Click on Delete Files, put a tick in the box labeled Delete all offline content and then OK Under History, click on Clear History and then OK Now look at the top of the window and click on the Content tab, select AutoComplete and finally, Clear Forms.

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Firefox/Chrome Click on Tools and then Options, then click on Privacy. Click on History and then Clear Browsing History Now. Click on Saved Forms and then Clear Saved Forms Data Now. Click on Passwords and then untick Remember Passwords. Click on Download History and then Clear Download History Now. Click on Cookies and then Clear Cookies Now. Click on Cache and then Clear Cache Now.

Private browsing All web browsers have a “private browsing” mode that stops the computer remembering any data at all from your searches. It won’t leave any traces of your activity on your computer (no history, cookies etc), and so it’s always a useful first step to take. Here are some common ways to enter Private browsing: remember, there are lots of types of smartphone, tablet and computer so if in doubt, just search online to find how to enter ‘private browsing’. Internet Explorer: Click on Safety, then Tools, and then ‘Private Browsing’. Firefox: Click the Menu button with three horizontal lines, then ‘New Private Window’. Chrome: Click the Menu button with three horizontal lines and select ‘New Incognito Window’.

Email If an abuser has access to your email account, they may be able to read your incoming and outgoing mail. Make sure that you choose a password that an abuser will not be able to guess - and change it regularly, just in case. Remember: o Any email you have previously sent will be stored in Sent Items. o If you started an email but didn’t finish it, it might be in your Drafts folder.

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o If you reply to any email, the original message will probably be in the body of the message, so delete the earlier email messages if you don’t want anyone to see them. o When you delete an item in any email program it does not really delete the item, it just moves the item to a folder called Deleted or Bin. You have to delete the items from this folder separately. Search engines Search engines such as Google keep a record of the search words you have typed into the search box. In order to erase all the search words you have typed in, you will need to check the individual instructions for each type of search engine. For example, for Google all you need to do is click on the Google icon, and choose ‘Clear Search History’. Don’t forget to log out Don’t forget to log out of your account when you have finished using the computer. Otherwise, the next user can log into your accounts as you.

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Securing furniture and appliances For advisers This is quite a long-term thing to consider, but one to raise with clients even if they don’t seem immediately interested. Clients need to be aware that making a new start can be very difficult even with money and support. The clients should take small steps now to make this difficult step less stressful. When clients live independently, they will need basic furniture and appliances. They can buy this when they move in, but this can be very expensive and an easy way to get into debt. If clients avoid debt, it can take a long time to afford even basic furnishings and this can be very demoralising.

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Securing furniture and appliances The following tips are offered as guidance. If you have any old toasters, kettles and so on, say that you’ll give them to a charity shop but instead give them to a friend to store for you safely. Even simple things like crockery and cutlery are worth trying to keep; if you have a large range of plates and cutlery, try to put away one plate, bowl, knife, spoon, fork and small saucepan. Again, either give them to a friend to mind or put them somewhere safe. Any old clothes, bedding or towels that would otherwise be thrown out are ones you can store away without being noticed. Alternatively, rotate the items in your wardrobe so that you are wearing clothes that you don’t plan to keep increasingly often; this way, essential clothes you want to keep can be pushed to the back and eventually passed out for safekeeping (to a friend, for example) when they are forgotten.

Where to store things Not everyone will have a friend that can support them. Clients are unlikely to be able to afford or organise a storage unit from an official national chain: if they do, we recommend Safestore over other chains due to its simple 24 hour access. For most clients however, that is not an option and so they can try looking for storage space for rent online. Gumtree can be an option here, as people can sometimes rent out garage space etc. However, clients need to be careful here: o Do not store anything expensive like phones or computers o Make sure you have some kind of written agreement with the person you are renting the space from. o Take a picture of your items so that you can prove the condition they were in when they went into storage. o Make sure you have access to your items whenever you need. For those clients with absolutely no money for this, the final option is to hide or bury small items somewhere public, but remote. ©2015 Citizens Advice 45

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Safeguarding children’s details When leaving a situation where you and your children are at risk of domestic violence or abuse, it is important to continue to protect their safety. One of the first steps you may wish to consider is to take them out of school. The school will need to be notified of the situation; this is best done over the phone as it is one location where an abusive partner will definitely try to reestablish contact. If you have older children, you will need to discuss their use of social media (things like Facebook and Snapchat) with them. Key points are: o Do not disclose your location o Do not post up any pictures at all o Do not post up any information that may be used to track your location or activity o Do not accept friend requests from anyone new, at least for a while o Disable GPS function on the phone The best rule is to simply stop using social media, but your children might not be happy to agree to that. Remember, they are also feeling the stress of what is happening, and staying in contact with their friends may be one of the ways they cope with all this change.

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Protecting pets People with pets are often extremely concerned about leaving them behind if they leave home. Pets are an easy target for cruelty by an abuser, or for use in emotional blackmail. You may feel that you are absolutely unwilling to leave your pets behind if you are looking to leave your home. There are no clear and simple options for protecting pets. Some possibilities are listed below, but these don’t all apply to everyone.

Friends or family Many pets can find the absence of their owner and/or a change of routine stressful. Asking responsible familiar friends or family to look after them can often be the least stressful option. It is important that all of your pet’s needs are met, and that you leave clear instructions on how to look after your pet, including: o Dietary requirements o How and when to exercise them o If and when they may need any medication and how to give it to them Make sure they have an identification disc with their temporary address.

Pet-sitters If you do not have family or friends who can look after your pet, another option is to arrange for a pet-sitter. This can be quite expensive, but some clients may find it useful in the short-term When choosing a pet-sitter, make sure that you: o Meet them before employing them. o Check their references o Are confident that they will care for your pet properly; ©2015 Citizens Advice 47

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o Give them clear instructions on how to care for your pet; o Leave the name and number of your vet and, if possible, a number where you can be contacted The National Association of Registered Petsitters (NARP) can provide you with a list of their members.

Boarding establishments (kennels, catteries, etc) Choosing where to send your pet can seem very daunting so here are a few things that you can check when visiting potential boarders: o Do they have an up-to date licence from the council? o Are the facilities clean, dry, draught-free, secure and do they provide shade? o Will they exercise your pet, and provide it with the appropriate social contact? o Do they ask for proof of vaccination? o Do they ask about your pets diet and health, and if your pet has any special needs, or medical requirements? Much more detailed advice is available online from specialists such as the RSPCA. Your adviser should be able to signpost you to appropriate agencies.

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Talking to your employer Trying to hold down a job whilst leaving a situation of domestic violence and abuse is very difficult. It is not realistic to consider changing your employer, but going to a known place of work does put you at risk. If you are working, and cannot combine leaving the home with a change of employer, the following tips are guidance that might help you. Remember – Although your rights as an employee are stronger after you have been in a job for over two years, employers still have a duty of care to you. More importantly, most people – not just employers –will often be supportive and helpful once they know the circumstances and are in a position to offer some kind of help.

If you do not have a good relationship with your employer, then these points may not be useful. However, if you do think your employer is likely to be decent and sympathetic to your situation, these points may give you some ideas on how to speak to them. The first thing to do is to actually talk to your employer. By law, an employer must make reasonable accommodation for any personal requests. They may also actually have a policy in place for circumstances like this. The last thing most employers want is an incident that could put anyone in danger, or leave them liable for anything. Anything that happens on their premises can lead to this, so it is in their benefit to be helpful. Employers can raise the issue with local police, meaning that their address can be flagged as one that will need an immediate priority response. Employers can change your hours so that it becomes very difficult for your partner to contact them. Employers may be able to change your role so it is not public-facing, or alternatively move the site you work at. Explain the situation to your payroll department. They will need to start paying money into your new bank account, or at least not into the old one. They often

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have some rigid processes here, but discuss it with them and see what way they can work around any issues about payments. If you are part of a union, you should speak to their union rep. Unions can often help in discussion with an employer, especially for sensitive situations like this, and may also offer legal advice. If your payslips are being sent home, see if you can collect them in person or have them redirected. Again, an employer won’t want to be held liable if their lack of co-operation causes harm to an employee. You may want to ask an employer for unpaid leave for a while. This will give you time to cut ties and get settled, but ensures that you have a job to return to.

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Preparing for the actual day People leave in many different ways for different reasons; remember that even an hour to get things together is better than leaving with nothing.

Short-term tips Take whatever cash is available in the house. Take basic ID: passport, birth certificate and driving license if possible. Take some paperwork. Utility companies, benefits and council tax are best. Put on as many clothes as you can. Taking two jackets now saves having to buy a new one later. Try to take one big rucksack or bag to put things in; you’ll be using it for a while. When you fill it, load the heaviest things nearest your back; it makes it easier to carry. Don’t worry about things like toiletries: you can buy cheap replacements from anywhere, and you need the room for more important things. If you’re taking the phone, do not forget the charger. If it’s not a smartphone, try to remember to take some kind of tablet too; they’re very useful. Don’t forget any medication that you need.

Longer-term tips Try to pick a day where the house is empty. If your abuser is out, you not only have more time to leave, but have longer before your abuser is aware of your departure. If possible, get a friend to bring a car to load with essentials. If no car is available but you have access to some cash you can hire a van, or a van and driver.

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Getting more support Leaving a situation where you are experiencing domestic violence and abuse is emotionally difficult in many ways. Support is available to offer you help at this time.

Victim Support Their IDVA (Independent Domestic Violence Advocates) services are staffed by specialist caseworkers and supported by specialist volunteers. These workers provide support and help, and will help you to decide what action you want to take. IDVAs often support survivors through the criminal justice system, if you choose to report the crime, and co-ordinate health and support services. They also have domestic abuse outreach services, which are provided by specialist caseworkers and volunteers who will work with you in the community, co-ordinating support and providing direct practical and emotional support. We work from health services, police stations, hospitals and community centres.

Supportline – 0808 1689 111 Delivered by Victim Support, this offers free help Mon-Fri (8pm-8am) and 24 hours on the weekend.

There are many other organisations that can offer you support at a time like this: Citizens Advice - 03444 111 444 in England or 03444 77 20 20 in Wales. The National Domestic Violence helpline - 0808 2000 247 Live Free From Fear - 0808 8010 800 (Wales only) The Men's Helpline - 0808 801 0327 (for male victims) National LGBT Domestic Abuse helpline - 0800 999 5428 Rape Crisis - 0808 802 9999 ©2015 Citizens Advice 52

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Action Plan 1 The following action plan is for the client to keep: even if they don’t want it or feel it is a route they will go down, it contains crucial prompts for how to prepare to leave, if their circumstances change in the future and they need to seek refuge. Note the handout is written in mirror text, to make it less likely to be uncovered and cause an incident.

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Remember – This sort of action plan is not suitable for all clients. Remember the ‘spectrum of abuse’: for some clients even something like this can lead to an increased and unacceptable risk of discovery. Advisers should use their discretion when offering this to clients. Advisers may be aware of similar, more developed information leaflets produced by local specialists which can be used instead. ©2015 Citizens Advice 53

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‘The primary weapon of emotional abuse is the deliberate infliction of guilt. They use guilt the same way a loan shark uses money: They don’t want the “debt” paid off, because they live quite happily on the “interest”.’ Andrew Vachss

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Stage B Leaving for a refuge or other safe place

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Action plan 2 Take your name off all your old bank accounts Take your name off all your old utility and household bills Stop any joint accounts and credit cards Change the address of your benefits Moving from joint to single benefit claims Seek advice on your benefit entitlement and how to claim Changing the address on your employers records Claiming housing benefit (or Universal Credit) Change your name Update your benefits with the new name Update your various forms of ID with the new name Update your employer with your new name Fill in your ‘right to remain’ form Provide evidence that you are destitute Set up new social media accounts safely

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Cutting ties For advisers

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Changing benefits

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Changing names

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Sorting old bills

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Closing old bank accounts

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Spousal visas

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Social media

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Legal rights and the family home

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The next stage – financial capability

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For Advisers When do I use this stage? This stage is a consolidation of tips, guidance and checklists that we have pulled together from various experts and sources. The adviser best placed to use these tips would one from a frontline agency specialising in supporting people who have experienced domestic violence and abuse. However, Citizens Advice advisers and volunteers can refer to this if more specialist support is not available in their area.

Where is the legal stuff? This stage does not include guidance on the legal steps a client can and should take once they’ve left their previous situation. There are several such steps that specialists should consider discussing with clients. For example, if a client has suffered or been threatened with domestic abuse, the police can issue a Domestic Violence Protection Notice and then apply to the magistrates' court for a Domestic Violence Protection Order. A Domestic Violence Protection Order can protect them from further abuse, and if they live with the perpetrator, ban them from returning to the home and getting in contact. It last for 28 days, and if the perpetrator does not keep to the Order, they can be arrested and brought before the court. Similarly, the section on ‘Legal rights and family home’ stresses the need for specialist legal advice.

In all cases, seek expert legal help and support. Most police stations have Domestic Violence or Community Safety Units that can help, and specialist agencies can provide detailed and technical guidance on the legal aspects of the clients situation. Remember – The details in this toolkit do not replace the legal actions and police interventions that should also be considered. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 58

Changing benefits The first thing to do is change the address on their benefits. Remember, clients can’t use any kind of mail redirect on benefits letters. Other things to keep in mind: They are likely to be moving from making a joint claim to a single claim. This involves contacting their local benefit paying office, but can take some time – up to around 4 weeks – for it to kick in. This can lead to a break in any benefits they receive. They may need to change their JSA (jobseekers allowance) to ESA (employment support allowance). This is because – once they are in refuge – they may not be emotionally or physically in a position to continue searching for a job. This is understandable given the circumstances, but means that if they are no longer searching for a job, they will need to change benefits. Claiming ESA is really difficult, as it is tested much more harshly than incapacity benefit, and will also require them to get a fit note from their GP. One thing to consider is whether or not working – whilst in a refuge – is actually going to get them more money than simply claiming benefits. Due to their new circumstances, they may need to start to apply for (or continue claiming) housing benefits. In some areas, this will now be Universal Credit. If they do start or continue to claim Housing Benefit (or Universal Credit) and intend to return to their home eventually, it is possible to make a dual claim for up to 12 months: this will cover both the rent for their refuge accommodation, and also the rent/mortgage payments on their home. If they decide they do not want to return to their home, it is still possible to make a dual claim for four weeks: this is intended to be used to protect them from being liable for any arrears on their old home. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 59

If a client has decided to change their name, they will need to ensure that this is reflected in their benefits. Benefits will be paid in their old name until the benefit paying office is told otherwise, so they should really consider what name their banking details is in. o If their new bank account is likely to be in their previous name, then clients should sort out benefits issues first before using their deed poll to update all details. o If their new bank account is in their new name, they will need to update their benefits immediately, but need to be aware this may add a delay to their first new payment.

Remember - Citizens Advice are specialists in offering benefits guidance. The local office should be able to help a client fill in forms, apply online, and otherwise resolve all of the above issues

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Changing names Changing a name is not complicated, and only takes about ten minutes. There are three ways to change a name. •

Most people will recommend that clients go to a solicitor with a form of ID (such as a passport). They will charge clients for a deed poll, which then has to be counter-signed by another solicitor for a second charge. These charges vary, but can go up to £50.

•

The most official way is to enrol at the UK Royal Courts of Justice. This sounds intimidating, but is very simple; just print off the forms here and send them in with £36 payment. They take cheques, postal orders, or bankers drafts. There is a small risk attached to this method, as a record of this is kept in the London Gazette.

•

The cheapest – and our recommended way – is to do it themselves, absolutely for free. This website here is a great resource for this, but basically clients just need to write a clear, straightforward letter explaining what you’re changing.

Once they’ve got a deed poll, the next thing to do is to start to change their name on all their official documents. One word of warning; most organisations will stress they need the ‘original’ deed poll, but this is basically just the deed poll the client has just produced. If anyone loses it, they can just make another identical one for free. People to update includes: o Passport Office They’ll need to pay for a renewal of your passport, and it'll take time to issue a new one, but this will give them photographic ID with their new name, which is really helpful.

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o DVLA Getting their drivers' license changed gives them another form of photographic ID with their new name. Use a D1 form, which they can get from a post office. Also make sure they update their vehicle registration document if they own a car. o Their employer. o Any banks or credit cards that they have; this is really important so they’re not accused of attempting fraud. o Insurance companies, although make sure they still need the insurances. o Finance and loan companies: again, they don’t want to be accused of attempting fraud. o Inland Revenue (make sure that they update their National Insurance records, too). o Doctor & dentist. They will update the NHS record on the client’s behalf. o HM Land Registry (if they own their home, even if they are not living in it). o Local authority (for council tax payment and electoral roll). Doing the passport and driving license first is recommended, as they are photo ID’s and often biometric, which makes getting subsequent things changed much easier.

A new name Encourage clients to pick something sensible and low-profile if possible. There is guidance on the .gov.uk website about what restrictions there are on names in the UK, but it’s actually very broad and liberal. Clients should pick a name that is not going to stand out, or bring any attention to them.

Electoral information We consider how to best – and safely – get on the electoral register during a later section, where we look at ways of repairing credit ratings. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 62

Sorting old bills It’s really important that clients contact providers in their old property to remove them from the account. This is when it’s useful to have the reference numbers from their utility bills, although some can track people down from their personal details and a series of security questions. The main providers they will need to contact are: o Council Tax o Water o Gas o Electricity o Phone o Internet o TV package

Why is this so important? Sometimes when people leave their partner, their partner then proceeds to build up huge bills if they know the account is in the victims name. Similarly, council tax has a joint and several liability so if the partner refuses to pay, the victim will be pursued for the entire amount. What this means is that a client will be pursued for council tax on a joint and several liability account unless they have confirmed that they have moved (remember that a person is liable for council tax on the property that is their sole or main residence). However, complications can arise where the property is owned (this is something called a ‘hierarchy of liability’ that Citizens Advice can offer detailed expertise on) or alternatively if it’s rented solely by the client and the tenancy still has time to run. It can help to provide clients with a list of these general utility and household bills so they can tick them off as they close or move each account. This can then lead into the single item on Action Plan 2 that encompasses all of these. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 63

Closing old bank accounts If clients have any kind of joint bank accounts or credit cards, it’s essential that they act to stop them as a matter of urgency. An abusive partner can not only empty the account, but they can also rack up huge debts (either as overdrafts or credit cards) that they will liable for. We recommend the following steps:

To stop using the account at all. Their partner may know the passwords and PIN, and be able to access it. Also, seeing where a client is withdrawing cash will also give them information as to where they are now staying.

Contact the bank to say the account is in dispute. When two or more people open a joint bank account, they have to sign a form called a mandate. The mandate sets out things like – for example - who can sign cheques and take money out. Either named person can cancel this mandate without the others permission: the client can therefore cancel the joint account mandate straight away and this will lead to the account being frozen. Although the client can no longer access their money, neither can their abuser. The law states that if all the people pay money into the joint account, it is assumed that they all own the amount jointly (it doesn't matter how much each person pays in). For a husband and wife or civil partners, it is assumed the money in the account belongs to both people equally, even if only one of them pays into the account. However, for those clients who are not married or civil partners, if one of them isn't paying into the account, it isn't assumed that they are owed any money at all. At the end of the day, the final decision may rest with taking the issue to court.

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Contact the issuer of any joint credit cards. These are – unlike bank accounts – never actually joint. There is only one primary user, and one secondary user. o If the client is the primary user, get their partner removed as the secondary user. o If the client is the secondary user, get their own name removed from the card. This way, any further costs incurred by their partner will no longer be their liability.

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Spousal visas Clients have ‘a family of a settled person’ visa when they were originally staying with a family member or partner who’s living in the UK permanently. The client will need to be from outside the EU, and their partner/family will need to be: o A British citizen o Already settled in the UK o Receiving asylum/humanitarian protection by being in the UK If the relationship with their partner/family breaks down due to gender-based violence and abuse, they will then need to apply for settlement (often called a ‘right to remain’). This establishes the right for the client to remain in the UK without any time restriction. This process is begun online, by clicking here. The client will need to start by asking for permission to remain in the UK for 3 months because of your circumstances (this is called the Victim of Domestic Violence Concession). Even victims of domestic violence will have to pay the fee – which is £1500 – unless they can prove that they are destitute. To prove they are destitute, they have to: o Send in the form which is here o Attach a letter saying that you are totally reliant on a third party for essential living costs o Provide documents as evidence (bank statements or payslips normally) A letter from the refuge is normally acceptable as evidence, but the full rules are found here.

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For further information, the Rights of Women website (here) has a lot of really useful legal information.

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Social media It is very important to control use of social media when cutting ties from a violent or abusive situation. Those clients with social media accounts such as Facebook or Twitter are recommended to close their accounts entirely. Even after time has passed – and even if they change their name – it is unwise to set up a social media presence without a lot of care. Having shared or known acquaintances means that a previous partner may still be able to locate a client, and identify them from pictures. However, practically speaking it is unlikely that clients who use social media will view completely shutting it down as an option. There are two tiers of tips offered: For clients who keep their social media accounts: o Not to post any updates about their location or circumstances o Not to post any pictures at all. Many smartphones have GPS coordinates embedded in picture and video data. o Never state any plans for the future, no matter how trivial or mundane. This information can be used to work out where someone is likely to be at a future date or time. o It is important that they check the security settings on their profile so their details and posts are only visible to their friends/followers. For client who set up new social media accounts: o Do not use their original name, or something from an existing email address or account, as a former abuser will be able to recognise it. o Do not use a profile picture with their face, or showing anything that personally identifies them.

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o Friends and connections they make should all be people they know, and have met in person. They should not accept anyone unless they’re certain who it is. o Don’t make public posts. They should set their privacy settings to keep their data private. o They should not mention details about the refuge, or the process they are going through.

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Legal rights and the family home Although the toolkit is designed to provide support for clients that are leaving their family home, we do not want to suggest that a person experiencing abuse or violence cannot by ‘independent’ unless they leave their home. However, clients wishing to remain in the family home will need more in-depth legal advice than we are in a position to offer. Specialist advice on this can be sought from specialist agencies or the police. Situations to consider: o The client may have a beneficial interest in the family home either because they have contributed to the purchase price/mortgage or through the length of their marriage. o Some clients may want to remain in the family home for various reasons i.e. it may be specially adapted for their needs or they may need to be close to a family member that requires care. Clients that want to remain in the family home may be able to apply for a occupation order and the court may be able to readjust the ownership of the property. However, we recommend that they seek specialist advice from a solicitor as such situations often involve divorce/relationship breakdown and disputes can involve property ownership or even involve access/custody of any children.

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The next stage: financial capability This represents the main core of this toolkit. Financial capability focusses on improving a clients ability to manage their own day-to-day spending, whilst also understanding financial products and beginning to make plans for the future. The following topics are put forward as critical ones for clients in refuge to learn to prepare them for independent living. They cover the essentials, but some clients may already know some of these areas quite well. To others, some areas may not seem relevant. The adviser should use their judgment on what to cover with a client, and when. As clients can stay in a refuge for several months as they are supported, an adviser has the scope to choose whatever areas they like, in whatever order and complexity. They can then return to the same areas at a later date, and make sure that the learning has embedded in the client. More detailed resources are available at www.citizensadvice.org.uk/financialcapabilityresources

This resource library contains: o Over 230 financial capability activities in ‘topics’ o Almost 100 activities to improve digital skills and confidence in ‘Digital money coaching’ o A range of award-winning toolkits o Over 80 supporting resources, apps and packs. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 71

My doctor just told me to ring the Samaritans. I didn’t know what a refuge was, there was no information - I didn’t know there was anything I could do to change my situation. If I hadn’t gone to the housing agency I don’t know what I would have done’ Survivor’s voice

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Stage C Improving financial capability

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Financial capability This represents the main core of this toolkit. Financial capability centres on improving a clients ability to manage their own day-to-day spending, whilst also understanding financial products and beginning to make plans for the future. The following topics are put forward as critical ones for clients in refuge to learn to prepare them for independent living. They cover the essentials, but some clients may already know some of these areas quite well. To others, some areas may not seem relevant. The adviser should use their judgment on what to cover with a client, and when. As clients can stay in a refuge for several months as they are supported, an adviser has the scope to choose whatever areas they like, in whatever order and complexity. They can then return to the same areas at a later date, and make sure that the learning has embedded in the client. More detailed resources are available at www.citizensadvice.org.uk/financialcapabilityresources

This resource library contains: o Over 230 financial capability activities in ‘topics’ o Almost 100 activities to improve digital skills and confidence in ‘Digital money coaching’ o A range of award-winning toolkits o Over 80 supporting resources, apps and packs. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 74

Action plan 3 Know what bills you need to pay Understand priority and non-priority bills Get a full range of IDs Get a new bank account Get help to deal with your old debts Understand credit ratings Find out your own credit status Repair your own credit status Understand the risks of loans and borrowing Know where and how to get cheap furnishings and appliances Understand how to cook on a tight budget Be able to find a flat Understand how to start a tenancy agreement Know your rights as a tenant Set up bills Understand payslips Know how to manage running your own car

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Financial Capability Topics Budgeting and bills

77

Bank accounts and IDs

97

Dealing with debts

120

Credit ratings

132

Loans and borrowing

154

Cheap furniture and appliances

165

Employment

169

Children

170

Cooking

175

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Budgeting and bills This is the fundamental part of financial capability that clients need to understand. There are several exercises that follow that cover the very basics that clients need to know before they can consider living independently. These activities and factsheets only cover certain specific areas. There are lots more activities and learning resources on the Citizens Advice website. These can be found at www.citizensadvice.org.uk/financialcapabilityresources and are free to access and use. The topics included here are the recommended ones that are critical for clients that have experienced or are experiencing domestic violence and abuse. Of course, some clients will have a high level of financial literacy but will not have had the freedom to use it themselves, whilst others will not be aware of any of the information here. Advisers will need to select which parts of these activities will need to form part of a clients unique action plan. We highly recommend that advisers use other activities from the online library of resources to supplement the following exercises. Depending on how long the clients are in refuge or being supported, the more topics can be covered by an adviser. Advisers should take as much time as they want for each topic, and feel free to return to them again and again in later sessions.

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Factsheet

14 ways to make your money go further 1.

Shop around: this can be on foot or on the internet.

2.

Look out for Buy One Get One Free (BOGOF) deals.

3.

Look out for special offers.

4.

Use ‘money off’ vouchers and coupons.

5.

Look out for the ‘Sales’.

6.

Save loyalty card points.

7.

Take advantage of payment incentives, such as paying a bill on time to get money off.

8.

Pay cash and ask for a discount.

9.

Use charity shops / second hand shops.

10. Buy at car boot sales. 11. Buy services in advance: for example, bus passes. 12. Book in advance if travelling by train, as it’s often cheaper. 13. Swap favours with people: for example childcare for childcare, DIY for dinner, child care for haircut etc. 14. Look at what triggers a spending spree. Emotions can affect what you spend.

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Energy can cost a lot, but there are lots of schemes that can help you. The Citizens Advice website has a lot more information on this. Watch out for: •

Estimated bills: make sure you are only paying for what you use.

•

Standard tariffs: don’t just accept the tariff wherever you move in. Contact Citizens Advice for help with this by asking about their Energy Best Deal program.

•

Your annual statement: it will include an estimate of your energy costs for the coming year and will help with making price comparisons.

Do: •

Pay by monthly direct debit to get the cheapest deals, but for this you need a bank account.

•

If you don’t want to switch suppliers, call your energy company to ask if you can get a cheaper deal – they will never call you!

•

Submit regular (quarterly) meter readings. Don’t rely on their estimates.

•

Look for dual fuel deals (gas & electric from the same company).

•

Tell your electricity supplier if you do not have gas (they should offer you deals as good as dual fuel customers).

•

Tell your energy supplier if you are having difficulty paying: you’ll be surprised at what help is available.

If you can: •

Manage your account(s) online to get the best deals.

Remember:

©2015 Citizens Advice DVA Toolkit/Nov16/v1 79

Factsheet

Top tips for saving money on your energy bills

The quickest way to cut your bills is to use less energy. Do try to make your home more energy efficient. There are lots of tips on this available on the Citizens Advice website.

•

Ask if there are any free offers available to install loft or cavity wall insulation. If there are, tell your landlord.

•

Hang onto any paperwork, keeping it safe. It’s really useful as a form of ID.

Help is available at your local Citizens Advice. Please get in touch if you need help or advice on energy or any other issues

©2015 Citizens Advice DVA Toolkit/Nov16/v1 80

Factsheet

•

Which are essential or non-essential?

Use the next page as a platform to launch discussion with the client. The client should try to split priority and non-priority debts from the list provided. Guide clients into considering what criteria they have applied to make their decision. Clients will often think about what was most important in their previous domestic situation, which often means what was most important to someone else. When living alone, they need to start considering the effect of non-payment in each case. Some of the clients will understand this, whereas others will have been insulated from ever considering things like bills. Priority debts are ones where serious action can be taken against a person if the debt is not paid, such as losing one’s home, being disconnected for energy supplies or going to prison. Stress to clients that once they live alone, this will mean that they can’t return to the refuge if they then lose their home. You can't be sent to prison for not paying non-priority debts. But if an offer to pay is not made, the creditors may take that person to court. If the debt is not paid when the court has ordered it, the creditors can take further action. Priority debts usually include things like:

Non-priority debts include things like:

Mortgage repayments (even if a client is no longer at home).

Credit card and store card payments

Secured loans (the ‘security’ can be lost if payments are missed)

Bank loans (as they are not secured)

Rent

Overdrafts

Council tax (welsh clients may get assistance with this)

Home-collected credit (for example provident loans).

Utility bills (excl. water)

Catalogue repayments

Court fines

Money you've borrowed from family or friends

Taxes

Water

©2015 Citizens Advice DVA Toolkit/Nov16/v1 81

Which are essential or non-essential? Step 1 - Next to the words below, please mark ‘E’ if you feel that the word is an essential priority, and ‘N’ if you feel it’s not essential to pay it. Step 2 - Of those items you marked essential (E), choose the ones you think are the most important.

Rent

Service charge

Loans and late fees

Credit and store cards

Council tax

Electricity and gas

Mobile phone

Food

Petrol / diesel

Cigarettes / tobacco

Snacks and treats

TV licence

Laundry costs

CDs / DVDs / streaming subscriptions

Going to the pub

Magazines/ books

Taking part in sports

Trains and buses

School fees

Child maintenance

Clothes

Toiletries

Savings

Insurance

Water

Broadband

Birthdays / Christmas

Online memberships and subscriptions

©2015 Citizens Advice DVA Toolkit/Nov16/v1 82

How to reduce these bills?

No handout required. This activity should be done over several sessions, and returned to time and again. It is good practise to help the client embed this information. The client should come up with a list of ways that particular bills can be reduced. The following is a non-exhaustive list, with many more examples on the Citizens Advice website here. Water

- Have showers instead of baths. - Fix any leaky taps. - Turn off the tap when brushing teeth. - Only do full loads of washing (and wash at lower temperatures)

Gas

- Don’t cover your radiators. - Lowering your thermostat by 1 degree can save £75 a year. - Use less heating and wrap up more warmly.

Electric

- Only put as much water as you need in the kettle. - Energy saving lightbulbs. - Try not to leave appliances on standby unless you use them regularly.

Other

- Single person discount for council tax. - Online streaming apps like All4 and ITVplayer does not require a TV licence (apart from iPlayer). - Don’t have a TV package with channels you don’t really watch. - Clients in Wales can apply for extra funding from their local authority. This used to be called ‘social funds’ but can now be called council tax support, discretionary housing payments or hardship grants.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 83

AIC 20 – B

Activity: Converting between weekly, monthly and yearly

Converting amounts into various formats is a key skill when budgeting, but one that can be quite tricky. This activity will allow clients to practise this, and can be done individually or in groups, with or without supervision from the trainer. Key point A budget needs to use the same time period throughout and generally it’s best for a client to use the one that works for their income, for example if they get most of their income on a monthly basis then a monthly budget would be most useful. If they get their income on a weekly basis then a weekly budget would be most useful. Top Tip Some payments will be received on a four-weekly basis, but the others on a monthly basis. The client needs to understand that this is not the same thing.

Trainers need to be aware that other possible timeframes may be needed by the client, and that conversion can go both ways. The following questions, and handouts, are not meant to be an exhaustive list.

If this activity was of use, why not try… Budgeting – Budget Building Guide

©2015 Citizens Advice

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Citizens Advice financial capability

Budget calculation exercise

Calculate the following into weekly amounts: Essential calendar facts • • •

There are 2 weeks in a fortnight There are 52 weeks in a year There are 12 months in a year

£30.00 per fortnight

£________________________________

£149.50 per year

£________________________________

£89.00 per month

£________________________________

£80.00 per quarter

£________________________________

£36.32 per 4 weeks

£________________________________

Calculate the following into monthly amounts: Handy hints • •

Remember you might have to work out the cost for the whole year first If your calculator answers show something like 3.4 remember this means £3.40

£1,298.00 per year

£________________________________

£15.00 per week

£________________________________

£6.95 per fortnight

£________________________________

£75.00 per quarter

£________________________________

£90.00 per 4 weeks

£________________________________

©2015 Citizens Advice

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Citizens Advice financial capability

Answers : Budget calculation exercise Calculate the following into weekly amounts: £30.00 per fortnight =

£15 per week

£149.50 per year =

£2.88 per week

£89.00 per month =

£20.54 per week

£80.00 per quarter =

£6.15 per week

£36.32 per 4 weeks =

£9.08 per week

Calculate the following into monthly amounts: £1,298.00 per year =

£108.17 per month

£15.00 per week =

£65.00 per month

£6.95 per fortnight =

£15.06 per month

£75.00 per quarter =

£25.00 per month

£97.50 per 4 weeks =

£90 per month

©2015 Citizens Advice

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Citizens Advice financial capability

How to calculate weekly amounts To work out a weekly amount from a fortnightly amount: • Step 1: enter the fortnightly amount into your calculator •

Step 2: press ÷

2

and then

=

To work out a weekly amount from a yearly amount: • Step 1: enter the yearly amount into your calculator •

Step 2: press

÷

5

2

and then

=

To work out a weekly amount from a monthly amount: • Step 1: enter the monthly amount into your calculator •

Step 2: press X

1

2

•

Step 3: press

5

2

÷

and then and then

= =

To work out a weekly amount from a quarterly amount: • Step 1: enter the quarterly amount into your calculator •

Step 2: press X

4

•

Step 3: press

5

÷

and then 2

=

and then

=

To work out a weekly amount from a 4-weekly amount: • Step 1: enter the monthly amount into your calculator •

Step 2: press

©2015 Citizens Advice

÷

4

and then

=

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Citizens Advice financial capability

How to calculate monthly amounts To work out a monthly amount from a yearly amount: • Step 1: enter the yearly amount into your calculator •

Step 2: press

÷

1

2

and then

=

To work out a monthly amount from a weekly amount: • Step 1: enter the weekly amount into your calculator •

Step 2: press

X

5

2

and then

=

•

Step 3: press

÷

1

2

and then

=

To work out a monthly amount from a fortnightly amount: • Step 1: enter the fortnightly amount into your calculator •

Step 2: press X

2

6

and then

=

•

Step 3: press ÷

1

2

and then

=

To work out a monthly amount from a quarterly amount: • Step 1: enter the quarterly amount into your calculator •

Step 2: press X

4

•

Step 3: press ÷

1

and then 2

=

and then

=

To work out a monthly amount from a 4-weekly amount: • Step 1: enter the 4-weekly amount into your calculator •

Step 3: press ÷

4

•

Step 2: press X

5

2

and then

=

•

Step 3: press ÷

1

2

and then

=

©2015 Citizens Advice

and then

=

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Citizens Advice financial capability

Make a list of everything you spend money on in an average month. That includes the normal big bills, but also things like food and travel.

If you have the time, it always helps to keep a spending diary for a few weeks before you budget, just so you can see exactly how much you really spend on things like food, drink and travel. It’s really easy to underestimate them!

Make sure amounts are realistic. There’s no better way to do this than to look at your bills for the last few months. Remember your heating bill is normally more in the winter months than the summer!

Decide if you want to do things weekly or monthly. Once you’ve decided, then convert everything to that and don’t mix them up! Make a rough copy first, so you can make mistakes.

Make your first draft budget; it should list all the money going out and all the money coming in.

Include an amount for emergencies and things like Christmas and birthdays.

Once you’ve done your budget, it’s worth adjusting the figures to see where you can save. For example, if you find you spend £10 a week more than you earn, you might need to look at some of your outgoings to make that balance. It’s a good tip to make sure you have a small surplus in the budget, even if it’s only £20. This covers unexpected expenses, which always seem to crop up!

It is worth re-doing a budget when things change – a job, moving house, leaving or moving in with a partner or taking out a loan.

89

Factsheet

AIC 20 - B

Budget-building guide

AIC 20 – BD

Activity: What bills do I need to consider?

Handout attached. In the first stage of this exercise clients will start to consider what these various monthly bills will be: most will be able to list these effectively. The second stage will be to encourage the clients to estimate what the monthly costs for all these outgoings would be (for an average house in a local area with two adults and two children). Most clients will be paying these bills ad hoc or weekly. Rough guesses are fine for this activity; more precise conversion from weekly to monthly is covered in the activities recommended below. Water Bills - On average the cost would be about £398 per year. Council Tax - £1256 per year per house Gas - British Gas charge about £782 per year. Electric - British Gas charge about £441 per year. Standard Building Insurance would cost about £219 per year Standard Contents insurance would cost about £126 per year TV License - £145.50 per year for colour TV Broadband, Landline and Satellite TV - £702 per year for an unlimited entertainment package with BT

The trainer is expected to provide figures for an average house in the clients’ area if they differ noticeably from these figures.

If this was useful, why not try… Budgeting – Conversion chart Budgeting – Converting amounts between weekly, monthly and yearly

©2015 Citizens Advice

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Citizens Advice financial capability

What bills do I need to consider?

For an average house in your area, with a family of 4 people (2 adults and 2 children).

Water Bills •

Some houses are on a water meter and so you pay for what you use. For other houses you pay a Set Rate and for that rate you can use as much water as you like for that price. On average the cost would be about £_______________ per year.

Council Tax •

£_______________ per year per house.

Gas •

British Gas charge about £_______________ per year.

Electric •

British Gas charge about £_______________ per year.

House Insurance: AA • •

Standard Building Insurance would cost about £_______________ per year. Standard Contents insurance would cost about £_______________ per year.

TV Licence •

£_______________ per year for colour TV.

Broadband, landline and satellite TV •

£_______________ per year for an unlimited entertainment package with BT.

Remember to shop around. There are a wide range of companies you can choose from: always check minimum contracts too.

©2015 Citizens Advice

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Citizens Advice financial capability

AIC 20 – DE

Activity: Bills and consequences of non payment

This activity is intended to highlight the difference between priority and non-priority debts. Remind clients that debts are categorised as priority or non-priority based on the consequences of non-payment. Useful facts to highlight in discussion include: • • • •

Trying to send you to prison is a last resort for most councils for non-payment of council tax Creditors have to go to court before they can employ bailiffs Bailiffs have no right to enter your house if they haven’t already been in You can’t go to prison for not paying a catalogue bill or other ‘non priority’ debt

Priority debts

Non priority debts include

• • • • •

Electricity and gas Rent or mortgage TV licence Council Tax Maintenance for others, including support for children

• • • • • •

• • •

Secured loan Income tax and V.A.T. Court fines

• • • •

Catalogue Credit Card Store Card Personal loan Bank overdraft Doorstep lenders and payday loans Student loans Water and sewerage Money borrowed from family and friends Benefit overpayments

Trainers may wish to engage clients in a discussion on how they currently prioritise debts. For example, is this by: • Amount owed? • Frequency of letters? • Frequency of phone calls? • Threats of action? • Age of the debt?

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‘What if’... What do you think could happen if you fall behind with the bills below? Draw a line to match each bill with what could happen if it isn’t paid (an example line is already drawn in). You can use any answer once, more than once, or not at all. Electricity

You could lose your home

Local lender

The amount you owe could go up a lot

Credit card

You could be cut off

Fines from the Magistrates court

You could get a very big fine

Rent or mortgage

A bailiff could take your belongings

Catalogue

You could be taken to a county court

TV licence

You could be sent to prison

Council tax

Your credit rating could go down

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Answers What do you think could happen if you fall behind with the bills below? Draw a line to match each bill with what could happen if it isn’t paid (an example line is already drawn in). You can use any answer once, more than once, or not at all. Electricity

You could lose your home The amount you owe could go up a lot

Local lender Credit card

You could be cut off Fines from the magistrates court

You could get a very big fine

Rent or mortgage

A bailiff could take your belongings

Catalogue

You could be taken to a county court

TV licence

You could be sent to prison

Council tax

Your credit rating could go down

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What are priority debts? Priority and non-priority debts Not paying some bills has more effect than others. The most important bills are called priority debts. If you don’t pay a priority debt the result can be serious, such as losing your home. Other bills and debts are called non priority debts. They still matter, but the result of not paying them is not as serious. If you owe money to someone they are called a creditor. The law gives creditors different ways to get their money back.

Priority bills and debts • Electricity and gas • Rent or mortgage • TV licence • Council tax

Non-priority bills and debts • Catalogue • Credit card

Also • Maintenance for others, including child maintenance. • A loan that is taken out using your home as a king of guarantee ( a secured loan). • Income tax and VAT • Court fines

Also •

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Personal loans, such as from a bank or local lender. Bank overdraft, sometimes called being in the red. Water and sewerage Money borrowed from family and friends

BDD1/Sep16/v2

Citizens Advice financial capability

Priority bills and debts Electricity and gas

•

You could be cut off

Rent or mortgage

•

You could lose your home

•

You could have money taken from your benefits or wages

•

A bailiff could take your belongings

•

You could get a very big fine

•

You could go to prison if you don’t pay the fine

•

A bailiff could take your belongings

•

You could have money taken from your benefits or wages

•

You could go to prison

•

A bailiff could take your belongings

•

You could have money taken from your benefits, wages or bank account

•

You could go to prison

Secured loan

•

You could lose your home

Fines from the magistrates court

•

You could go to prison

•

You can be taken to a county court

•

You can’t be cut off

Credit card

•

These are often called ‘credit debts’

Store card

•

You cannot be imprisoned

•

You can be taken to a county court

TV licence

Council tax

Maintenance for others, including support for children

Non priority debts Water Catalogue

Personal loan Bank overdraft

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96

BDD1/Sep15/v1

Citizens Advice financial capability

Bank accounts and IDs It is extremely important for a client to have a bank account of their own. If they have a joint account with a previous partner, they need to stop using this once they have left home. This also includes ensuring any benefits or wages are not paid into it. They would also need to contact the bank to have their details removed from the account. This is quite a complicated and difficult process; to close a joint account or to turn it into a single account, both of the names owners have to agree to it. Obviously, a client will not be able to obtain their partner’s permission to split a joint account. As a result, we recommend that the client open a new, individual account with the bank, transfer whatever proportion of money in the joint account that they feel they are entitled to, and then notify the bank that the joint account is in dispute. Banking online is a really important way to use a bank, especially for these clients. It gives them much more flexibility and control over their money, as well as being a much easier way to build up their confidence. We would strongly recommend that – if the clients have a smartphone or tablet – the adviser should run through the basics of online banking with them. There is are very detailed resource available here as part of the Digital Money Coaching resources. These resources contain activities and information on how to update any software, how to get online, how to safely download apps, and how best to use online banking apps. In terms of getting basic ID, the full details of what is needed is on the www.gov.uk website. However, the total cost of getting full ID is less than £150 and should take no longer than six weeks. A full step-by-step guide is included.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 97

AIC 20 – DA

Activity: Proof of address and identity

Tell the client that you need to prove who you are and where you live when you open a bank account. Explain briefly that it is required by law, to help stop money laundering and prevent fraud. Banks have guidelines about documents they could accept and each bank sets its own policy on this. Provide the attached handout and ask the client to come up with as many ideas as they can of documents, for example something in writing that will prove either who they are or where they live. Optional extra activity – for clients with a good level of literacy, give them leaflets you have brought about different account providers and ask them to find out what they say about identification that is needed. This can illustrate the range of documents that may be required. Trainer notes For identity, aim to get a list covering (as relevant for your client): • Passport • Driving licence • Residence permit • National identity card • Letter about benefit you are receiving • Note that a passport or photo-card driving licence may be enough on its own, for example a government-issued document with a photograph. Alternatively, a government-issued document without a photograph, plus a second document showing address or date of birth. For identity, aim to get a list covering (as relevant for your client): • Gas bill • Electricity bill • Water bill • Council tax bill • Mail order statement • For students – letter from college • Letter about benefit you are receiving • Bank statement • Driving licence

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BAA4/Sep16/v2

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What documents will prove

Who I am:

Where I live:

•

____________________________

• ____________________________

•

____________________________

•

____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

• ____________________________

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Getting these forms of ID

Clients will need to get ID of their own for many reasons, and many clients in refuge will have none. The following guidance may help:

• Birth and marriage certificates (£9.25) o These can be ordered here. o They need a bank card for payment, and a postal address. However, clients can always give the cash to someone else, who can then order them for the client and have them sent to their address. Otherwise, they can be ordered through the post using a cheque or postal order.

• Passport (£72.50, whether it’s the first one or as replacement) o Birth certificate o Mothers birth certificate or passport number o Fathers birth certificate and marriage certificate o The form can be picked up at a local post office, and sent with a cheque or postal order. o A photo will be needed, but this can be taken from any common photo booth. It will need to be counter-signed by a professional (like a doctor) to verify that it’s actually the client.

• Driving licence (£43, or £20 to replace) o This can be done by sending a form in the post with a cheque or postal order. o The form can be found online or at a local post office. o Passport

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o EU National ID or o Birth certificate with o NI card or DWP letter with NI number o Benefits claim letter o P45, p60, or pay slip o Marriage certificate or divorce papers o College/university union card Once they have one of these forms of ID, they can then get any of the below:

• A letter about benefits they are receiving •

Gas bill

•

Electricity bill

•

Water bill

•

Council tax bill

•

For students – letter from college

•

Bank statement

This then allows them to have a full ID footprint (very useful for hiring vehicles, renting flats etc).

©2015 Citizens Advice DVA Toolkit/Nov16/v1 101

Getting these forms of ID: addresses and payment

For the attention of advisers only In order to get any of the critical ID needed, clients will often need access to a bank card and an address to post to. Many clients will not have this; any local office or refuge should consider having a business card reserved for making these payments (if and when a client can pay the refuge or local office in cash). Similarly, although most of these services will not send this documentation to a PO Box, they will send to a business address. Again, this can be the refuge or local Citizens Advice.

First step - Birth and marriage certificates Under UK law, birth, marriage and divorce certificates are considered public records, and so anyone can request a duplicate certificate to be produced. As an alternative option, it is sometimes possible to contact a local registry office in person. This allows a client to pay cash and pick up any certificates in person.

Then •

Once they have the right certificates, they can get a passport.

•

Once they have a passport, they can get a driving license.

•

Once they have the driving license, they can get a bank account.

•

Once they have a bank account, they can set up direct debits, make card payments and write cheques.

•

Once they can do these things, they can get paid directly into their account by their employer and pay both rent and utility providers.

•

Once they have these they can improve their credit rating to continue to improve their financial position.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 102

Steps to open a bank account

This activity lists the steps that are key to opening a UK bank account. Work through them with your adviser, who can offer you further support.

1. Choose an account Your local banks will all have leaflets about their accounts you can just walk in and pick up. If they all seem a little complicated, you can speak to your local Citizens Advice for some guidance on what features you might want in a bank account. What you need is a bank account that: o Is widespread, so you can access it anywhere. This includes when you move out of refuge and may be in a different area completely. o A bank account with no regular fees. Most current accounts are free. o There are some bank accounts that offer budgeting help. Citizens Advice cannot recommend specific ones, but it is worth asking around. o As credit unions are generally a bit more flexible about new members, it may be worth getting a credit union bank account as a first step before getting a mainstream bank account.

2. Check your credit rating Before a bank gives you an account, they will see what sort of banking and borrowing history you have had with other banks. If you have a pretty bad history when it comes to borrowing, they might turn down your application. The problem is that having an application turned down makes it even harder to apply again. If you want to know how to repair a damaged credit rating, that will be covered later in these sessions and you might want to skip to Credit Ratings.

3. Have the right paperwork The earlier activities should have given you some guidance on what ID you will need, and how to get it. Even so, always try asking in a bank for alternatives: they will often help once they know the circumstances.

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AIC 20 - A

Activity: What can a bank account do for me?

Using the first handout as a platform to launch discussion with the client, discuss the following: Overdraft – The bank lets you spend more money than you have in your account, up to a fixed limit. Instant Access – The ability to access your money straightaway. Online Banking – Being able to access your account over the internet. Standing Order – Ordering your bank to make a regular payment from your account. Direct Debit – Allowing a company to collect payments from your account. Debit Card – A plastic card that allows you to spend money in your account (or overdraft). Credit Card – A plastic card that lets you spend money that the bank will loan you, but you have to make regular payments. Chequebook – A written instruction from you to your bank to pay out a single sum of money. Late Payment Fees – Charges the bank adds to your account if you do not make your repayments on time.

Provide the second handout as an answer sheet for clients that they can take away.

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What can a bank account do for me? Try matching the definitions Overdraft

A plastic card that allows you to spend money in your account (or overdraft).

Instant Access

A written instruction from you to your bank to pay out a single sum of money.

Online Banking

Ordering your bank to make a regular payment from your account.

Standing Order

Charges the bank adds to your account if you do not make your repayments on time.

Direct Debit

A plastic card that lets you spend money that the bank will loan you, but you have to make regular payments.

Debit Card

Being able to access your account over the internet.

Credit Card

The ability to access your money straightaway.

Chequebook

Allowing a company to collect payments from your account.

Late Payment Fees

©2015 Citizens Advice

The bank lets you spend more money than you have in your account, up to a fixed limit.

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BAB2/Sep16/v2

Citizens Advice financial capability

Definitions – what can a bank account do for me? Overdraft – The bank lets you spend more money than you have in your account, up to a fixed limit. Instant access – The ability to access your money straightaway. Online banking – Being able to access your account over the internet. Standing Order – Ordering your bank to make a regular payment from your account. Direct Debit – Allowing a company to collect payments from your account. Debit Card – A plastic card that allows you to spend money in your account (or overdraft). Credit Card – A plastic card that lets you spend money that the bank will loan you, but you have to make regular payments. Chequebook – A written instruction from you to your bank to pay out a single sum of money. Late Payment Fees – Charges the bank adds to your account if you do not make your repayments on time.

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BAB2/Sep16/v2

Citizens Advice financial capability

AIC 20 - A

Activity: Types of bank card

Advisers should introduce the activity as a quick way to learn about types of cards and also about identifying which of them come with bank accounts. Provide a copy of the attached handout. Ask the client to read through the list of cards and their descriptions, then draw lines matching up the name of a card to its description. Ask them to also, as a final step, tick the cards that come with bank accounts. Hand out the answer sheet after any discussion, for the clients reference. Advisers should remember that this activity is just to see how much the learners already know about ‘plastic cards’. Don’t get bogged down in detailed discussions about the various types of cards at this stage.

If this was useful, why not try… Banking – What is a debit card? Credit – Store cards factsheet

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BAB3/Sep16/v2

Citizens Advice financial capability

Which is Which? - Answers





Debit Card

‘Loaded’ with money to spend.

Store card

Use to take money out from cash machines.

Credit card

Takes money straight out of your account when you use it to pay.

Cash card

Use to buy goods on credit. Get a monthly bill.

Pre-payment card

Use to buy goods on credit. Can only use in particular shops.

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Which is which? • • •

Here is a list of cards. Match a description to each card. Tick the cards that come with bank accounts.

Debit Card

‘Loaded’ with money to spend.

Store card

Use to take money out from cash machines.

Credit card

Takes money straight out of your account when you use it to pay.

Cash card

Use to buy goods on credit. Get a monthly bill.

Pre-payment card

Use to buy goods on credit. Can only use in particular shops.

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BAB3/Sep16/v2

Citizens Advice financial capability

AIC 20 - A

Activity: What is a debit card?

Using the handout, discuss the basic features of a standard debit/credit card with the clients. Top tips Stress the importance of keeping both the 16-digit card number and the 3-digit security code safe. Certain scams are able to function even when provided with only partial numbers, as cards issued by the same providers can have the same prefixes. Ensure clients understand the importance of signing a card, even though they will use chip and PIN devices. Any general anecdotes and tips are welcome here.

If this was useful, why not try… Banking – Filling in a cheque Banking – Types of bank card

©2015 Citizens Advice

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BAC3/Sep16/v2

Citizens Advice financial capability

What is a Debit Card? The Front of a card

Most cards will say on them whether they are debit card or credit cards.

This chip here is called the SIM – like the one in your phone – and is used at most tills. Once the SIM is inserted, you will have to then enter your PIN.

This 16-digit number is your card number, and is essential when shopping online or over the phone.

All cards will have the cardholder name on them clearly.

This symbol tells you what sort of card you have. This is a Mastercard, but both Visa and Visa Debit are very common too.

This is the expiry date of your card.

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The Back of a card

The magnetic strip, used for swipe readers

This is the Card Security Code, which is essential when making online or telephone purchases.

This security hologram makes it harder to clone a card.

The signature strip for you to sign.

All cards have small print here: this is often emergency contact numbers or helplines in case the card is lost and needs to be returned to the owner.

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Citizens Advice financial capability

What is a postal order?

What is a postal order? There are two types of postal order, both of which can be bought at your local post office. All you need to go to the counter and ask to buy one. There is a very small fee to buy one, but they are very handy for people who do not have a debit/credit card or cheque book. When you purchase a postal order you will need to tell the cashier what value you require (anything up to £250) and whether you want your postal order ‘crossed’ or ‘uncrossed’.

Crossed Postal Orders A crossed postal order behaves exactly like a cheque. It has to be cashed at a bank, and it can only be cashed by the person whose name is on the postal order. Just like a cheque, a crossed postal order can take several days to clear.

Uncrossed Postal Orders An uncrossed postal order is more like a voucher to redeem cash. It can be exchanged at the post office for the amount printed on the postal order in cash. Uncrossed postal orders can often make life easier as they clear straight away. However, an uncrossed postal order does allow anyone to cash it (it doesn’t matter whose name is written on the front). Value of the postal order

Fee you have to pay

£0.50 - £4.99 £5 - £9.99 £10 - £99.99 £100 - £250

50p £1 £12.5% of the purchase value Capped at £12.50

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AIC 20 - A

Activity: What is a cheque?

Using the handout, discuss the basic features of a standard cheque with the clients. Top tips Cheques were due to be phased out in the UK in 2018: that is no longer the case and they are here to stay. However, they are much less common than they used to be. Unfortunately, this means that when a client does have to write a cheque then they are often unsure how to do this. Ensure clients understand the importance of writing a cheque properly, and that failing to do so can mean missed payments or can make it easier for someone to commit fraud with their money. Cheques are still often used the in the ‘grey economy’ where cash in hand is often used as payment. Examples of the ‘grey economy’ include: o o o o o

Takeaways Beauty parlours Tattoo studios Plumbers and other handymen Car mechanics

Note: people often think that post-dating a cheque (writing in a date in the future) means it cannot be cashed till then. This is not true: a bank will cash it no matter what the date is. Any general anecdotes and tips are welcome here.

If this was useful, why not try… Banking – What is a debit card? Banking – Types of bank card

©2016 Citizens Advice

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BAD5/Sep16/v2

Citizens Advice financial capability

What is a Cheque?

This gives the name of the bank that provides the cheque (where your account is).

These details will already be printed on all the cheques in your chequebook: the bank needs them so don’t write here!

©2016 Citizens Advice

Here you write who to pay, and how much to pay them (in words, not numbers). This needs to be done carefully, so that no-one else can change it.

This is where you sign the cheque. Your name is normally printed next to it anyway.

115

Write the date here.

Write the amount of the cheque here, in numbers. Be careful, so that this cannot be changed be someone else.

BAD5/Sep16/v2

Citizens Advice financial capability

AIC 20 - A

Activity: Filling in cheques

Requires the attached handouts. Ask the clients to identify the errors with each cheque, here are the answers: 1. No name on the cheque. Explain how this could then be paid to anyone. 2. No amount on the cheque book. Explain that any amount could then be filled in. At this point, also stress that the number should be written clearly and be impossible to amend or change. 3. Amounts do not match. In this instance, the bank would – understandably – return the cheque as they would not know how much it relates to. This counts as a bounced cheque, and advisors may wish to use this to discuss what charges apply to bounced cheques. 4. No signature.

When writing their own cheque, stress to the clients, the importance of following the guidance. For example, depending on how £70 is written, it is easy to amend both the number and the words to reflect different amounts: • •

£70 can be amended to £700 therefore, writing £70— is more secure. The word ‘seventy’ can be amended to ‘seven’ easily.

If this was useful, why not try… Banking – What is a debit card? Banking – Reading a bank statement

©2015 Citizens Advice

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BAD6/Sep16/v2

Citizens Advice financial capability

The do’s and don’t when filling in cheques It is important to complete the cheque properly. What is wrong with the following?

4th November 2016

20.00

Twenty pounds only

S. G. Griffin

4th November 2016

ABC Gas

S. G. Griffin

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Citizens Advice financial capability

4th November 2016

ABC Gas

20.00

Thirty pounds only

S. G. Griffin

4th November 2016

ABC Gas

20.00

Twenty pounds only

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BAD6/Sep16/v2

Citizens Advice financial capability

Now practice writing your own cheque Write a cheque – with today’s date – paying £70 to your local council.

©2015 Citizens Advice

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BAD6/Sep16/v2

Citizens Advice financial capability

Dealing with debts Many clients will have debts when they come into a refuge. They are advised to speak to a qualified debt adviser – their local Citizens Advice will be able to help – but there are some general things they should consider.

Ownership It is essential to know what debts belong to a client, and which ones actually belong to their former partner. This can sometimes be established from going through paperwork, but if in doubt then seek specialist debt advice.

Losing secured items Some of their debts will be secured on certain items. This can be the finance on a car, or even on a TV or sofa. What a secured loan means is that if the client doesn’t pay it, then the item will be repossessed by the company. A client needs to consider whether or not to carry on paying for these secured items, or to terminate the agreements and return the items. In many cases, the clients will no longer have access or use to the items at all. There are lots of further implications to consider here, so debt advice is essential.

Wiping out debts For clients who have a significant amount of unsecured debt (up to £15,000), they have the option of taking out a debt relief order. This may seem rather drastic, as it is in effect a miniaturised bankruptcy. However, they can use this process to wipe out their debts and set themselves back to square one. For clients that are looking for a new start, this is often a practical option to explore. Again, debt advice is essential here. A brief DRO factsheet for clients is attached. This should be used to explaining some of the implications of it to them, including stressing the importance of learning how to handle their money better.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 120

My DRO, my fresh start A Debt Relief Order (often called a DRO) is a way of managing debts that have become very severe. Your adviser will have found out whether you can get a DRO, and will be able to put you in touch with an expert who can do this for you. However, a DRO isn’t a magic wand. You need to follow some rules to make sure the DRO is not cancelled. Your adviser can provide detailed information on these rules, but they include: • • • •

You can't borrow £500 or more without telling the creditor about the DRO. You can’t have savings or property over £1,000 (although one vehicle worth less than £1,000 is ignored as property). You must be honest about all your debts in the application. You must tell the official receiver of any increase in income during the 12 months of the DRO. If this leads to you having over £50 spare income a month the DRO could be cancelled. Similarly, you have to inform the official receiver if you acquire any property during the 12 month period as this could also lead to the DRO being cancelled.

After the 12 months of the DRO, you will have a fresh start without any debt, however, if you find yourself in the same sort of debt problem again, then there is no way to do a second DRO until at least six years have passed. Normally, people tend to get into debt through no fault of their own. Something can drop in on them out of the blue, and cause a shock to their finances that is just impossible to recover from. Let’s consider what got you into this position, and let’s see if we can stop the same thing happening again in your new start after the DRO. Remember, the DRO is a one time thing. We need to work together to make sure your fresh start stays that way. Top tip Make sure you put in for any refund of miss-sold PPI or unfair bank charges before applying for your DRO: if you get a lump sum from miss-sold PPI or unfair bank charges during your DRO, it could be cancelled and you’ll still have all your debts!

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Debt relief order clients toolkit/Sep16/v3

Citizens Advice financial capability

AIC 20 DE

Activity: Debt Emergencies

Use the attached handout to ask the client what they would do in the debt emergencies. The first sheet can be cut up into cards, we recommend that advisers laminate a set so that they can be re-used, but there is no reason it can’t just be printed out and clients can just number them in order of priority. Answers are provided in subsequent handouts and should be provided to clients for their reference.

If this was useful, why not try… Debt - priority and non-priority debts (quick reference)

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Debt Emergency Flash Cards Water charges £80

Littlewoods catalogue £90

Second half of the year’s bill is owed. County Court action threatened by letter.

4 weekly payments behind, reminder letters have been sent.

Credit card £500

Mobile phone £60

Payments have been missed regularly. Charges are being added and the bank have sent a letter threatening court action if they are not brought up to date.

Phone bill has not been paid for the last two months. They will disconnect this week.

Provident £230

Electricity £90

4 weekly payments behind, the collector says that if the amount due is not paid then it will be sent to their head office.

Last quarterly bill outstanding, they will disconnect tomorrow.

Council Tax £450

Magistrates Court Fine £120

Payments have been missed. A bailiff has been to the house and posted a letter to say he will return tomorrow.

First installment is due this week, but there is no money to pay it.

Rent £350

Bank overdraft £250

Payments have been missed, letters requesting payments have been sent. No notice seeking possession has yet been issued.

Bank manager threatening court action in a letter.

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Debt Emergencies, the correct order of priority 1. Electricity – This needs to be dealt with immediately, as there is a notice for disconnection tomorrow. Although a supplier cannot disconnect you if you are a vulnerable client, in any other circumstances they are allowed to disconnect for arrears. You must contact the supplier and make arrangements to prevent the supply from being disconnected. 2. Council tax – If this is not paid it could result in imprisonment. If the bailiff returns tomorrow then you must not open the door to them, and also ensure that downstairs windows are closed so that they cannot gain peaceful entry. Usually the bailiff will only come to the property 3 times, and after this the debt is passed back to the council, once this happens a repayment plan needs to be arranged. 3. Rent – Failure to pay your rent could mean that you end up homeless. Although no possession proceedings have been issued the rent must be paid. You will need to contact your landlord and arrange a repayment plan before they decide to start any proceedings. 4. Magistrates court fine – This could result in imprisonment. You need to contact the court immediately, and it is their discretion as to whether they will consider a reduced payment or extending the payment date. If they are not contacted then a warrant of arrest could be issued, and could result in prison. 5. Water bill – Although your water cannot be disconnected this still needs to be paid. If county court action has been threatened it is likely to happen if the bill is not paid. You need to contact the water company and arrange a repayment plan. 6. Mobile phone bill – If you need the mobile phone as you do not have a landline, then you need to contact the service provider to prevent disconnection. You need to negotiate regular payments towards the arrears, but it is down to the provider whether they choose to accept.

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7. Overdraft These are not priority debts so you can deal with them after the emergencies. You need to contact the creditors and inform them of your situation and ask them to suspend any interest and charges due to financial difficulty, you should offer to make token payments. Even if the creditors take you to county court it would only be for an arrangement of repayment.

8. Credit card

9. Littlewoods catalogue

10. Provident

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Activity: What a non-priority creditor can do

This activity is discussion-based. Give out the attached handout and read through, clarifying and dealing with any questions as you go. You should cover most of the following: •

Creditors may agree to low repayments, such as £1 per month.

•

Credit rating goes down if debts or late payments exist. This means that credit may be harder to get and could cost more.

•

They can use debt collectors. They may still accept token payments at this stage though (such as £1 a month). They do not have court powers. All they can do is put pressure on you to repay the debt. If pressure does not work, the debt can be taken to county court for a county court judgment (CCJ).

•

They can go to county court to enforce repayment of debts with a county court judgement (CCJ). This will affect a client’s credit rating more.

•

If clients reply to court papers, they are more likely to get realistic repayments set.

•

If clients miss repayments on a CCJ, this can affect credit rating more.

•

If a CCJ is not repaid it can be enforced, for example through bailiffs seizing goods (with a court order) or a regular deduction from wages.

If this was useful, why not try… Debt – priority and non-priority debts (quick reference)

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Non-priority Debts Often called ‘credit debts’, examples of these include: • • • • •

Catalogue Credit card Store card Personal loan Bank overdraft.

What can’t happen: • •

You can’t be imprisoned. You can’t be forced to pay without a county court order for bailiffs.

If threatening or harassing behaviour is used by the lender, contact your local Citizens Advice. What can happen: •

They may agree to low repayments, such as £1 per month.

•

Your credit rating goes down. This means that credit is harder to get and could cost more in the future.

•

They can use debt collectors, but they don’t have court powers. All they can do is put pressure on you to repay the debt. If this pressure does not work, the debt can be taken to county court. They may still agree to low repayments, such as £1 per month at this stage.

•

They can go to county court to enforce repayment of debts with a county court judgement (CCJ). This will affect your credit rating even further.

•

It’s important to reply to anything that you receive from the court, in order to get realistic repayments set and avoid further action being taken.

•

If you don’t keep up the payments that you agree with the court, your credit rating can be affected. If you miss CCJ repayments it can be enforced, for example through bailiffs seizing goods (with a court order), or a regular deduction from a your bank account or wages.

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Priority/Non-priority debts – Quick Reference sheet

Priority Debt Priority debts are ones where serious action can be taken against a person if the debt is not paid, such as losing one’s home, being disconnected for energy supplies or going to prison. The most important debts are not necessarily the biggest ones. Non-priority debts You can't be sent to prison for not paying non-priority debts. But if an offer to pay is not made without an explanation, the creditors may take that person to court. If the debt is not paid when the court has ordered it, the creditors can take further action. For example, the creditors can get another court order which allows them to send bailiffs round to take items, such as washing machines, away. This will be sold to cover the debts. Please see the examples below. Priority debts usually include things like:

Non-priority debts include things like:

Mortgage Repayments

Credit card and Store card Payments

Secured Loans

Bank Loans

Rent

Overdrafts

Council Tax

Catalogue Repayments

Utility Bills (not including water)

Home-collected credit, like a Provident loan where the agent collects payments weekly

Court Fines

Money you've borrowed from family or friends*

Taxes

Water Bills

* You may not realise it but friends and family aren’t allowed to charge you interest on money they lend you or else they would actually need a credit licence.

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Tips for dealing with debt

Don’t ignore the problem – it won’t go away. The longer you leave it, the worse it gets. Make the most of your income – check you are claiming all the benefits and tax credits you can. If you’ve lost your job, or are off work because you’re ill, check if any debts are covered by payment protection insurance. Tackle your priority debts first – for example, debts that could mean losing your home, or having your gas or electricity cut off.

Work out your personal budget – show it to your creditors when you contact them. Get in touch with your creditors straight away and explain your situation. Contact all of your creditors. If you arrange to pay some but not others, you may get into difficulty again. You do not need to offer payment straight away. Work out a reasonable offer for each creditor. Don’t worry if the offer seems small. Creditors prefer a regular small amount more than an offer you can’t afford. Don’t give up trying to agree an offer, even if creditors are difficult. If the first person you speak to is unhelpful, ask to speak to someone more senior. They may be able to agree to what you want.

Always keep copies of letters and papers you send or get.

Don’t borrow money to pay off your bills without thinking carefully. Get advice first. This kind of borrowing could lead to you losing your home. Get advice from your local Citizens Advice or other independent advice service. If you get taken to court, do this urgently. Fill in reply forms to court papers, and let the court have all the facts. Always go to court hearings and take your personal budget with you.

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What paperwork will help me deal with debt?

Using a budgeting sheet, (different budget sheets are available here ) ask the client to consider the questions on the attached handout. The goal is to ensure that the client can identify all the bills, paperwork and information that they should take to see a money adviser in order to budget more effectively whilst also handling their debt issues. Guidance answers to what information is needed: o The most up to date information on all their unpaid bills and debts such as the most recent letters from creditors, court papers, etc. o Information on all sources of income including any benefits they are receiving, maintenance payments, etc. o Information on all their outgoings including rent/mortgage payments, the most recent gas, electricity and phone bills, etc. o Information on all other things that they spend their money on. Guidance answers to where to get this info: o Bank statements o Recent bills o A spending diary to show the less visible items of expenditure o A personal budget

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What information?

Have a look through the budget sheet. Think about what paperwork and information is needed to fill it in.

1. Make a list below of all the bills, paperwork and information you should take with you when going to see a money adviser.

2. How could you get all this information?

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Credit ratings Clients need to understand that credit ratings are for much more than just credit cards. Credit ratings are something that utility providers check, and that letting agents in the private housing sector will also check. A clients credit rating may be quite damaged due to their previous circumstances. They will need to take several steps to repair their credit rating in order to give themselves many more options in their new start. There are essentially three phases: o Understanding credit ratings. o This includes credit reports, credit checks and credit scores. Several factsheets on this are enclosed. Clients should be talked through these, and then have further discussions on them at later sessions. o Knowing what their credit status is. o Clients need to be able to access their report, and understand it. A detailed exercise on this is included, and advisers should do this with clients until they are comfortable with it. o Repairing and improving their credit rating o Clients need to understand how to separate themselves from their previous partner if needed, and correct any errors on the report. A step-by-step guide is included. o They also need to understand basic, low-risk ways of building up good credit history. Factsheets on this are included.

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A credit check is when you check your credit rating. A credit Rating is a measure of your financial situation that lenders use to judge whether they will lend you money. The myths 1. There's no such thing as a universal credit blacklist! Every lender has a 'perfect customer' wishlist, so if you are rejected by one, this doesn't necessarily mean you'll be rejected by another. 2. It's all about profit not risk! Lenders aren't obliged to dole out credit, instead decisions revolve around how much money you're likely to make them. This means savvy customers who always repay in full, or shift debt to 0% cards to avoid interest may get rejected as the bank will make no money! 3. Not checking your files can lead to major rejection! You have a right to see your credit files for £2 from the major credit agencies (Experian, Equifax and CallCredit), plus you can do it for free with agencies such as Noddle and Clearscore. Check every detail, people have been rejected because unused but not cancelled mobile contract’s address hadn't been updated after a house move, so be vigilant. Plus check for products that aren't yours in case of ID fraud. 4. Get errors on your file corrected, or have your say. If you disagree with anything on your file, just write to the agency and request it's changed. 5. There are simple ways to boost your score. There are plenty of simple ways to make yourself more attractive to lenders, get on the electoral roll, time applications cleverly, never miss payments, get a landline, update or cancel old accounts and reduce your debts.

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Factsheet

AIC 20 – C

What is a Credit Check? And what is a Credit Rating?

Credit scoring is about profit, not risk Banks pick customers for their own good, not yours, so the scoring process is about profit not risk. Of course, risk plays a part, as those unlikely to repay are a threat to profits. Yet even the most solvent may be rejected if they're unlikely to act in a way that'll generate profit for lenders. For example, credit card companies may reject you for always repaying cards in full. While you feel like a dream punter, for credit card companies you're a nightmare. If they spot this trend, you're likely to be rejected. The most profitable credit card customers are those perpetually in debt, never defaulting, but always meeting the minimum repayment. Pay off in full every month, don't use your credit cards enough, or always shift debt to 0% cards and if they can spot you, they may reject you.

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What banks know about you There are three prime sources of information used for scores. 1. The application form Here, lenders obtain the crucial details of your postcode, salary, family size, reason for the loan and whether you're a home owner. Ensure you fill the forms in carefully. 2. Past dealings with the company Companies use any previous dealings with you to help assess your behaviour 3. Credit reference agency files Experian, Equifax and Callcredit compile information, allowing them to send data on any UK individual to prospective lenders. All lenders use at least one agency when assessing your file. This data comes from five main sources: • • • • •

Electoral roll information. Court records. Previous credit searches, addresses and linked people. Fraud data. Account data and bill-payment history.

What banks don't know about you... The following things are not listed on your report that lenders can see: • • • • • • • • • • •

Parking or Driving Fines. Ethnicity or Religion. Whether you've checked your file. Salary. Savings Accounts. Medical History. Criminal record. Child Support Agency. Information on relatives. Student Loans. Declined applications.

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How to get your credit report There are three main credit agencies. Here are their contact details, a quick guide of what they offer, and the small differences between them. Although the differences are small, please carefully weigh up which agency is the best one for your client to approach. Although each of the forms is included at the end of the section, advisers should please ensure that they check the site regularly to ensure they have the right up-to-date paperwork.

Experian Experian is found online here. In order to access your report, although it’s free, you need to sign up. This then means that – if you don’t cancel in the first 30 days – you will pay £15 a month for the service. A further barrier to signing up is that you still need an address and card details to set up future payment. It’s better to pay £2 for a one-off report; this can be done by the post, and you can have it sent to your refuge or care-of address. Go here and print off the form. You can even pay by postal order, and that with the cost of a stamp is enough to get your report.

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Equifax Equifax is found online here In order to access your report, although it’s free, you need to sign up. This then means that – if you don’t cancel in the first 30 days – you will pay £15 a month for the service. A further barrier to signing up is that you still need an address and card details to set up future payment. It’s better to pay £2 for a one-off report; this can be done online, which still needs a card, or by the post. You can have it sent to your refuge or care-of address. Go here and print off the form. You cannot pay by postal order, as Equifax only accept cheques. That with the cost of a stamp is enough to get your report.

Clearscore Clearscore is found online here Many people seem to believe that Clearscore is linked to Equifax. This isn’t strictly true, although it does use Equifax data to generate it’s results. Clearscore is completely free, and clients can even download an app to use it (available for Apple and Android devices). Remember though: •

You still need an address and a bank card to sign up.

•

Noddle don’t offer a printed report at all: they don’t send anything to you, so you need an e-mail address and a way to access it yourself. This could be a smartphone, or a computer.

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Callcredit (or Noddle) Noddle is run by a company called Callcredit, which is found online here. However, Noddle itself is on a separate site found here. A Noddle credit report is completely free, with no hidden charges. This sounds brilliant, but there are some things to keep in mind. o You still need an address and a bank card to sign up. o Noddle don’t offer a printed report at all: they don’t send anything to you, so you need an e-mail address and a way to access it yourself. This could be a smartphone, or a computer.

For clients that are in very difficult positions, and don’t have access to a bank card or cheque book, we recommend using Equifax, as it allows clients to get a printed report via a postal order. For clients that can pay by cheque, they can choose to use Experian. For clients with bank cards and addresses, and with a smartphone or laptop, we recommend using Noddle. In fact, as clients move into independent living we would strongly recommend they use Noddle as their default.

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Application for your Statutory Experian Credit Report Three easy ways to apply for your Experian® credit report 1.

Online via our website www.experian.co.uk.

2.

By post. Simply complete this form clearly in BLOCK CAPITALS, using a black or blue ballpoint pen and return it to the address below enclosing a postal order or cheque made payable to Experian Ltd. By visiting www.creditexpert.co.uk and registering for unlimited online access to your report.

3.

Important notes Applying via the web will speed up your application and your report will be sent by post. When paying by card, it must be in your name. We accept the following cards: Visa, MasterCard and Maestro. To help us make sure we only send credit reports to people who are entitled to see them, all applications are subjected to security checks. We may request further information in support of your application. Please note that the fee for your statutory credit report is non-refundable. This is not a joint application. If your partner or spouse wishes to apply for a copy of their credit report they must apply separately. We will check your details with the records we hold and share with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, we will record this and details will be passed to the other fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when: s Checking details on applications for credit and credit related or other facilities s Managing credit and credit related accounts or facilities s Recovering debt s Checking details on proposals and claims for all types of insurance s Checking details of job applicants and employees Because we operate throughout world in use providing our goods and the services, this may involveby usfraud transferring youragencies. personal information to countries We and other organisations may the access and from other countries information recorded prevention whose protection laws doLtd, not PO provide the same level of protection in the UK. If we do so,ofwe ensure that an agencies. agreement is in place in Please data contact us at Experian Box 8000, Nottingham, NG80 7WFas if those you want to receive details thewill fraud prevention Because we operate throughout world in providing goods involve us as transferring personal information to countries which anyone to whom we pass the information agreesour to treat it and withservices, the samethis levelmay of protection if we wereyour dealing with it. whose data protection laws do not provide the same level of protection as those in the UK. If we do so, we will ensure that an agreement is in place in at Experian Box 8000,agrees Nottingham, 7WF you want to protection receive details fraud prevention contacttous Pleaseanyone which whom we passLtd, thePO information to treatNG80 it with the ifsame level of as if of wethe were dealing with it.agencies. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

1. Declaration

5. Your first previous address (if lived at during last six years)

I wish to apply for either A or B (please only tick ONE box):

Time at address

A a single copy of my CreditExpert credit report and score (including my Experian statutory credit report, Experian Credit Score and report summary) and I confirm that I have read and agree to the Conditions applying to the CreditExpert credit report and score which are located overleaf fee £14.99

House name

B a single copy of my Experian statutory credit report under section 7 of the Data Protection Act 1998 - the Conditions overleaf for the CreditExpert credit report and score do not apply fee £2.00

District

Flat no

Years

Months

House no

Street name

Post town County Postcode

Signed Date (DD/MM/YYYY)

6. Your second previous address (if lived at during last six years)

2. Previous reference number

Time at address

I have previously received a copy of my report from Experian

House name

Reference number

Flat no

Mrs

Months

House no

Street name

3. Your name Mr

Years

District Ms

Miss

Other title Post town

Forename

County

Middle name(s)

Postcode

Surname Suffix e.g. Jnr, Snr Date of birth (DD/MM/YYYY)

Please return this form to: Customer Support Centre Experian Ltd, PO BOX 8000, Nottingham, NG80 7WF.

4. Your current address Time at address

Years

Months

House name Flat no

Payment instructions – please do not send stamps or cash

House no

Street name

Please make cheques/postal orders payable to Experian Ltd to cover the total cost of your order. Your report will not be sent until payment is received.

District Post town County Postcode Home telephone

139

Equifax Credit Report Request – Section 7 of the Data Protection Act 1998 DECLARATION I wish to apply under section 7 of the Data Protection Act 1998 for a copy of my Credit Reference Report. Signature:

Date: /

YOUR PERSONAL DETAILS

YOUR PARTNER/SPOUSE’S DETAILS

Title:

Title:

Full forename:

Full forename:

Middle name:

Middle name:

Surname:

Surname:

Date of birth (DD/MM/YY)

Date of birth (DD/MM/YY)

Telephone no: Email address: Other names you may be known as:

/

NB: By giving these details you’re confirming that you are financially associated with this person. Equifax will update your records to show you are connected to this person at your current address. This is called an association.

YOUR CURRENT ADDRESS Number/Street: Address 2: Address 3: Town: County: Postcode: YOUR PREVIOUS ADDRESSES (those lived at in the last 6 years) We will only return data for the addresses you provide to us

Previous Address 1

Previous Address 2

Number/Street:

Number/Street:

Address 2:

Address 2:

Address 3:

Address 3:

Town:

Town:

County:

County:

Postcode:

Postcode:

Previous Address 3

Previous Address 4

Number/Street:

Number/Street:

Address 2:

Address 2:

Address 3:

Address 3:

Town:

Town:

County:

County:

Postcode:

Postcode:

RETURN TO: Equifax Ltd, Customer Service Centre, PO VERSION 2.4 April 2015

10036, Leicester, LE3 4FS YOUR EQUIFAX CREDIT REPORT

Credit Report Exercise Using the attached handout, ask the client to try to answer the questions about the mock credit report provided This activity works best after previous credit check and report activities have already been undertaken. Be aware that this is a pretty demanding activity. Clients may find it quite intimidating, but remember that you can stop at any time and return to it at a later session where they feel more confident. 1.

What is the name of the applicant? Mrs Jessica Somebody

2.

What is the applicant’s current address? 186 High Street, Anytown, Midshire, A12 4CD

3.

According to the electoral role information what dates did the applicant live at 1 City Road, Southtown, Riverport, X43 2ZZ? 1982 to 2004

4.

Has the applicant had any aliases? If yes, what is the other name used by the applicant? Miss Jessica Anybody

5.

Is the applicant financially connected to anybody? If yes, please provide the name. Yes & Mr Simon R Somebody

6.

Has the applicant had a debt relief order? No

7.

Has the applicant filed for bankruptcy? Yes

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8.

Has the applicant had any financial related court judgements? Yes two, Registry Trust Ltd.

9.

What is the applicant’s overdraft limit with general bank and the last updated balance? £1000 and £843

10. What was the applicant’s credit limit in July 2008 with the credit card company? £1500 11. What are the applicant’s payment terms with mortgages for you? £950 x 300 months 12. What was the default balance and date with the mobile phone firm rental? £548 & 06 October 2005 13. What are the three reasons the applicant will see a CIFAS entry? (1) because you have taken out CIFAS Protective Registration; or (2) an organisation has done so on your behalf, perhaps because they have lost data on a laptop, for example; or (3) If a CIFAS Member organisation has put the entry on your report because you have been a victim of impersonation. 14. What is the reason the applicant has given for the history of arrears and what section is it on the credit report? The result of Redundancy & Notice of Correction

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Credit report exercise 1.

What is the name of the applicant?

2.

What is the applicant’s current address?

3.

According to the electoral role information what dates did the applicant live at 1 City Road, Southtown, Riverport, X43 2ZZ?

4.

Has the applicant had any aliases? If yes, what is the other name used by the applicant?

5.

Is the applicant financially connected to anybody? If yes, please provide the name.

6.

Has the applicant had a debt relief order?

7.

Has the applicant filed for bankruptcy?

8.

Has the applicant had any financial related court judgements?

9.

What is the applicant’s overdraft limit with general bank and the last updated balance?

10. What was the applicant’s credit limit in July 2008 with the credit card company? 11. What are the applicant’s payment terms with mortgages for you? 12. What was the default balance and date with the mobile phone firm rental? 13. What are the three reasons the applicant will see a CIFAS entry? 14. What is the reason the applicant has given for the history of arrears and what section is it on the credit report?

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SAMPLE REPORT – The information in this report is fictitious and is to be used for training and educational purposes only. Mock_Report_v5.0_March_2012

Our reference: 00000000/A1 (Please quote on all correspondence)

Customer Support Centre PO Box 9000 Nottingham NG80 7WP

Date of report: 01 December 2011 0000001/0000003/00/2 of 9

MRS JESSICA SOMEBODY 186, HIGH STREET ANYTOWN MIDSHIRE A12 4CD

y l n o t r o ep

DEAR MRS SOMEBODY

r e l p Sam

Your Credit Report

Thank you for applying for a credit report. Your report includes all the information we hold about you at the addresses shown on page 2. Information may be printed on both sides of the paper. We have included an advice section at the back of the report to explain the different types of information that may be shown in your report and the steps you should take if you have any questions. Please use this information to answer your queries. If you have any questions about the information companies have given to us, you may want to get in touch with them because we need their authorisation to make changes to your report. A list of useful addresses is included in your report. The quickest way to get help with your report is to visit our website www.experian.co.uk, click on Consumer Advice and then Your Credit Report Help Centre. If you need to contact us about the information on your report you can also do this from our website. Please remember to quote the reference number at the top of this page. Please also provide the number of each item you are querying (these are printed directly above the item they relate to e.g. E1, C4, P2). In the future you may find it more convenient to take advantage of our online CreditExpert service where membership gives you: - Unlimited access to your credit report and Experian credit score - Dedicated member support from our UK based credit specialists - Online credit tips and tools to help you manage your money - Email or text alerts of any significant changes to your credit status helping protect you from identity fraud To find out more and join, simply visit; www.creditexpert.co.uk. In some cases we may ask for documents to confirm your name and address.

Customer Support Centre

You could also get unlimited online access to your credit report and be alerted to changes for free. Sign up for your 30 day trial* today at: www.creditexpert.co.uk

*New Customers Only, Terms and Conditions apply, £14.99 payable after 30 days and every subsequent 30 days

144 Report Generated On: 01/12/11

Page 1 of 8

Your Reference Number: 00000000

Experian Ltd. Registered Office: Landmark House, Experian Way, NG2 Business Park, Nottingham NG80 1ZZ, United Kingdom. Registration No. England 653331

Application Details These are the details you gave us when you asked for your report. We have used this information to produce your report.

Name: MRS JESSICA SOMEBODY Date of Birth: 09/10/1972 Other Names you have been known by: MISS JESSICA ANYBODY Present Address: Other Address:

People you are financially connected to: MR SIMON R SOMEBODY Date of Birth: 02/05/1974

186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD 1, CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ

Electoral Roll Information This shows the dates that your name was registered on the electoral roll and the addresses you were recorded at. There is more information about the electoral roll in the important advice section at the end of your report.

y l n o t r o p

Present Address E1

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Supplied by:

e r e l p m a

Local Authority ANYTOWN LA

Other Address/es E2

S

From 10/2004 to Present

MISS JESSICA ANYBODY, 1, CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ

Supplied by:

From 1982 to 10/2004

Local Authority ANYTOWN LA

Aliases Aliases are created when lenders tell us of other names you have been known by or when you tell us of other names you have used. Your credit report will include information recorded in these other names at the addresses you gave us when you applied for your report.

S1

Also known as: MISS JESSICA ANYBODY

S2

Date of Birth: 09/10/1972

MISS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD Confirmed by: BOODLES BANK PLC Confirmation Date: 18/05/07 Credit Limit: £1300

Date of Birth: 09/10/1972

MISS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Confirmed by: EXPERIAN CREDIT REPORT (2) Confirmation Date: 09/03/07 Credit Limit: £1300 This information was provided to us as part of report application or from information given after receiving a credit report. Also known as: MISS JESSICA ANYBODY

Financial Associations Financial associations show details of anyone you are financially connected to. Financial connections can be created by joint accounts, joint applications, joint court judgments, or from information you have given to us. For further information please see our important advice section at the end of your report. When you apply for credit a lender may take into account financial information about people you are financially connected to.

L1

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Type of Association: Joint Account

L2

Associated with: MR SIMON SOMEBODY Date of Birth: 02/05/74 Credit Limit: £1300

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Date of Birth: 09/10/1972 Confirmed by: BOODLES BANK PLC Confirmation Date: 20/05/07 Credit Limit: £1300 Date of Birth: 09/10/1972

Type of Association: Financial Connection

Associated with: MR SIMON SOMEBODY Confirmed by: EXPERIAN CREDIT REPORT (2) Date of Birth: 02/05/74 Confirmation Date: 09/03/07 Credit Limit: £1300 Credit Limit: £1300 This information was provided to us as part of report application or from information given after receiving a credit report.

L3

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Type of Association: Joint Application

Associated with: MR SIMON SOMEBODY Date of Birth: 02/05/74

Date of Birth: 09/10/1972 Confirmed by: GENERAL BANK PLC Confirmation Date: 11/12/05 Credit Limit: £1300

145 Report Generated On: 01/12/11

Page 2 of 8

Your Reference Number: 00000000

Public Record Information This section of your report includes any court judgments, debt relief orders, bankruptcies, individual voluntary arrangements or other similar public records. For further information please see the important advice section at the end of your report.

J1

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Date: 03/12/08 Case Number: 2005000136 Discharged Date: 03/12/09 Source: INSOLVENCY SERVICE £1300 When your bankruptcy has been annulled or discharged we will be informed by the Insolvency Service. For further information please see the important advice section at the end of your report.

Information Type: Bankruptcy Order Court Name: ANYTOWN COUNTY COURT

J2

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Date: 17/06/08 End Date: 24/10/10 Credit Limit: £1300 If you have any questions about voluntary arrangements you should speak to the Supervisor.

Information Type: Voluntary Arrangement Court Name: UNKNOWN

J3

Case Number: IVA0045658 Source: INSOLVENCY SERVICE

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Information Type: Voluntary Arrangement Complete Court Name: UNKNOWN

Date: End Date:

17/06/08 Case Number: IVA0045658 24/10/10 Source: INSOLVENCY SERVICE £1300 This information shows that the conditions of the Arrangement have been met. Details of the Voluntary Arrangement will continue to be held on your report for six years from the date of the Arrangement.

J4

y l n o t r o p

e r e l p m a

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Information Type: Satisfied Judgment Court Name: SOUTH TOWN COUNTY COURT

Date: Satisfied Date: Amount:

S

01/08/08 16/11/09 £481

Case Number: ST701043 Source: REGISTRY TRUST LTD

Satisfied judgments are automatically removed from your report six years after the judgment date.

J5

MRS JESSICA SOMEBODY, 186, HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Information Type: Judgment Court Name: SOUTH TOWN COUNTY COURT

Date: Amount:

01/07/08 £1257

Case Number: ST401135 Source: REGISTRY TRUST LTD

If you have paid a judgment you should contact the court involved and make sure they are informed. We will be told that the judgment is satisfied and we will update our records. You may wish to request a Certificate of Satisfaction as proof of the change. For further information please see the important advice section at the end of your report.

Credit Account Information Credit account information shows details of your credit agreements with lenders. If you have any queries about this credit account information and would like to contact the lender yourself, there is a list of useful addresses contained within your report. Please see the important advice section at the end of your report for an explanation of what all the details mean including an explanation of the status history.

C1

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD Started: Balance: Overdraft Limit:

Company: LENDU MONEY LIMITED Account Type: Current Account

19/10/06 £0 £360

Default Date: 22/02/09 Default Balance: £2832 Satisfaction Date: 17/11/09

Account Updated to 01/05/2007

Account Status Details: (1 – 12 months) Last Updated to 01/05/07 Account Status Code: Balance:

[D] £0

0 £150

0 £200

0 £250

0 £300

0 £100

0 £10

0 £693

0 £568

0 £425

0 £125

0 £363

146 Report Generated On: 01/12/11

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Your Reference Number: 00000000

Credit Account Information (continued) C2

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD Started: 15/04/97 Overdraft Balance: £843 Overdraft Limit: £1000

Company: GENERAL BANK Account Type: Current Account

Account Updated to 01/03/2007

Default Date: 22/02/09 Default Balance: £2832 Satisfaction Date: 17/11/09

Account Status Details: (1 – 12 months) Last Updated to 01/03/07 Account Status Code: Balance:

[3] £843

2 £124

1 £285

0 £450

0 £455

U £440

0 £125

0 £693

0 £568

0 £425

0 £125

0 £363

Account Status Details: (13 – 24 months) Account Status Code: 0 1 Balance: £225 £124

1 £126

0 £85

0 £523

0 £652

0 £125

0 £125

0 £100

0 £50

0 £450

0 £120

Account Status Codes: (25+ months) 25- 36 months: 000 000 000 000

Overdraft Limit History: Date: Overdraft Limit:

C3

Need Help? Read “Credit Account Information” within the important advice section at the end of your report.

37- 48 months: 000 00 05/09 £1000

01/07 £500

y l n o t r o ep

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD Started: Balance: Credit Limit:

Account Status Details: (1 – 12 months)

Account Updated to 07/12/2009

Settlement Date: 15/11/09

01/12/03 £0 £0

r e l p Sam

Company: THE CREDIT CARD COMPANY Account Type: Credit Card

Last Updated to 07/12/09

Account Status Code: Balance:

[0] £0

0 £124

0 £138

0 £150

0 £150

0 £175

0 £189

0 £220

0 £190

1 £182

1 £137

1 £52

Account Status Details: (13 – 24 months) Account Status Code: 1 1 Balance: £89 £175

1 £193

0 £220

0 £238

1 £65

1 £150

1 £150

1 £185

1 £200

1 £201

1 £183

Account Status Codes: (25+ months) 25- 36 months: 111 001 111 111

37- 48 months: 000 000 000 000

Credit Limit History: Date: Credit Limit:

02/09 £1000

Need Help? 49 - 60 months: 000 000 000 000

61 - 72 months: 000 000 000 000

12/08 £500

07/08 £1500

09/08 £1000

05/08 £2000

Read “Credit Account Information” within the important advice section at the end of your report.

01/08 £3000

12/07 £2000

10/07 £1500

10/06 £1000

Settled accounts are kept on file for six years from the settlement date. The status history in respect of a settled account relates to the period of time prior to the date of settlement.

C4 C6

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD Started: Current Balance: Payment Terms:

Company: MORTAGES FOR YOU Account Type: Mortgage (Joint)

01/01/09 £100000 £950 x 300 months

Account Updated to 07/12/2009

Default Date: 22/02/09 Default Balance: £99760 Satisfaction Date: 17/11/09

Transferred to Collection Account Account Status Details: (1 – 12 months) Last Updated to 07/12/09 Account Status Code: Balance:

[8] 8 £100000 £99880

8 £99760

6 £99640

Changes to Payment Terms: Date: Monthly Payment:

11/09 £800

04/09 £875

03/09 £925

Date: Repayment Period (mths):

02/09 312

09/09 £850

5 £99520

4 £99400

3 £99280

2 £99160

1 £99040

0 £98020

0 £97100

0 £96200

147 Report Generated On: 01/12/11

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Your Reference Number: 00000000

Credit Account Information (continued) C5 C6

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Company: THE CREDIT CARD COMPANY Account Type: Credit Card

Started: 01/01/09 Current Balance: Satisfied Credit Limit: £0

Account Updated to 07/12/2009

Default Date: 22/02/09 Default Balance: £2832 Satisfaction Date: 17/11/09

Account Status Details: (1 – 12 months) Last Updated to 07/12/09 Account Status Code: Balance:

[8] £0

8 £2812

8 £2832

6 £2832

5 £2800

4 £2600

3 £2575

2 £2550

1 £2000

1 £1850

1 £2700

1 £2650

Account Status Details: (13 – 24 months) Account Status Code: 1 1 Balance: £2000 £2000

1 £2000

0 £2000

0 £1900

1 £2700

1 £2650

1 £2500

1 £2600

1 £2300

1 £2200

1 £2100

Account Status Codes: (25+ months) 25 - 36 months: 111 000 000 000

Need Help? Read “Credit Account Information” within the important advice section at the end of your report.

37- 48 months: 000 000

Credit Limit History: Date: Credit Limit:

02/09 £0

12/08 £500

09/08 £1000

07/08 £1500

05/08 £2000

01/08 £3000

12/07 £2000

10/07 £1500

10/06 £1000

11/09 £500

10/09 £400

09/09 £300

y l n o t r o p e

NOTICE OF CORRECTION, REFERENCE 000000 – See NOTICE OF CORRECTION section on this report for text.

C6

r e l p m a S

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Company: MOBILE PHONE FIRM RENTAL Account Type: Communication Arrangement Start Date: 01/05

Started: Current Balance:

05/07/01 £100

Default Date: 06/10/05 Default Balance: £548

Account Updated to 07/12/2009

End Date: 08/05

Account Status Details: (1 – 12 months)

In the last 24 months of accountLast activity, the number of status 1-2 is 0 and the number of status 3+ is 0. Updated to 07/12/09 Account Status Code: 4 3 8 8 6 5 [8] Balance: £548 £548 £548 £548 £548 £548 £100 £2832 £2832 £2800 £2600 £2575

2 £548 £2550

1 £548 £2000

0 1 £548 £1850

0 1 £548 £2700

0 1 £548 £2650

A defaulted account is removed from your report after 6 years whether or not you have paid the debt in full. If you have paid some of the debt off, the balance should show how much you still owe. NOTICE OF CORRECTION, REFERENCE 000000 – See NOTICE OF CORRECTION section on this report for text.

C7

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Company:

MOBILE PHONE COMPANY RENTAL Account Type: Communication

Started: Current Balance: Credit Limit:

27/08/98 Satisfied £1300

Default Date: 08/09/04 Default Balance: £1021 Satisfaction Date: 17/11/09

Account Updated to 07/12/2009

Debt Assigned to CAIS Member Start Date: 04/09 Account Details: (1 – 12 months) In the lastStatus 24 months of account activity, the number of status 1-2 is 0 and the number of status 3+ is 0. Last Updated to 07/12/09 Account Status Code: [8] 8 8 6 5 4 3 Balance: £1021 £1021 £1021 £1021 £0 £548 £1021 £2832 £2800 £2600 £2575

2 £1021 £2550

1 £1021 £2000

10 £500 £1850

10 £548 £2700

10 £300 £2650

A defaulted account is removed from your report after 6 years whether or not you have paid the debt in full. If you have paid some of the debt off, the balance should show how much you still owe.

Credit Account Information with Account Management Details This section of the report contains details of credit card and store card accounts for which we hold extra information about how you manage your account. If you have any queries about this credit account information and would like to contact the lender yourself, there is a list of useful addresses contained within your report. Our important advice section at the end of your report explains what all the details mean, including the status codes and how to interpret the information.

148 Report Generated On: 01/12/11

Page 5 of 8

Your Reference Number: 00000000

Credit Account Information with Account Management Details (continued) C8

Date of Birth: 09/10/1972

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Company: THE CREDIT CARD COMPANY Account Type: Credit Card Arrangement Start Date: 04/09

Started: 01/01/09 Current Balance: Satisfied Credit Limit: £0

Account Updated to 07/12/2009

Default Date: 22/10/09 Default Balance: £2632 Satisfaction Date: 17/11/09

Transferred to Collection Account

End Date:10/09

Account Status Details: (1 – 12 months) Last Updated to 07/12/09 Account Status Code: Balance: Payment Amount: Previous Statement Balance: Number of Cash Advances: Cash Advance Amount: Payment Code: Promotional Rate Indicator:

[8] £0 £2632 £2632 £0 -

Account Status Details: (13 – 24 months) Account Status Code: 1 Balance: £2692 Payment Amount: £10 Previous Statement Balance: £2702 Number of Cash Advances: Cash Advance Amount: £0 Payment Code: Promotional Rate Indicator: -

8 £2632 £0 £2632 £0 -

8 £2632 £0 £2632 £0 -

6 £2632 £0 £2632 £0 -

5 £2632 £0 £2632 £0 -

1 £2702 £10 £2712 £0 -

1 £2712 £10 £2722 £0 -

0 £2722 £10 £2732 £0 -

0 £2732 £20 £2752 £0 -

4 £2632 £0 £2632 £0 -

3 £2632 £0 £2632 £0 -

2 £2632 £0 £2632 £0 -

1 £2632 £10 £2642 £0 -

r e l p m a S 37- 48 months: 000 000 000 000

Credit Limit History: Date: Credit Limit:

02/09 £1000

49 - 60 months: 000 DDD 000 000

12/08 £500

09/08 £1000

1 £2762 £10 £2772 £0 -

1 £2772 £10 £2782 £0 -

1 £2782 £10 £2792 £0 -

1 £2682 £10 £2692 £0 -

04/10 £900

1 £2792 £10 £2802 £0 -

0 £2802 £20 £2822 £0 -

1 £2822 £10 £2832 £0 -

Need Help?

Read “Credit Account Information” within the important advice section at the end of your report.

61 - 72 months: 000 000 000 000

07/08 £1500

1 £2652 £10 £2682 £0 -

y l n o t r o p e 1 £2752 £10 £2762 £0 -

Account Status Codes: (25+ months) 25- 36 months: 111 000 000 000

1 £2642 £10 £2652 £0 -

03/10 £820

02/10 £800

01/10 £700

12/09 £600

11/09 £500

10/09 £400

09/09 £300

A defaulted account is removed from your report after 6 years whether or not you have paid the debt in full. If you have paid some of the debt off, the balance should show how much you still owe.

149 Report Generated On: 01/12/11

Page 6 of 8

Your Reference Number: 00000000

Previous Searches Previous searches show the names of organisations that have seen or used some or all of the information recorded on your credit report within the past 12 months. Searches of your credit report should all have been made with your consent. Most will relate to credit applications you have made but some may be routine checks by your lenders on accounts you already have. Quotation searches (including those made via price comparison websites), unrecorded enquiries, identity verification checks and credit report applications are shown on your copy of your report but are not seen by lenders and are not taken into account when making credit decisions.

P1

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Searched by: LENDU MONEY LIMITED

P2

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Searched by: HOPE BING AND LAMOUR LIMITED

P3

Searched on: 01/06/11 Application Type: Revolving Credit

Searched on: 15/05/11 Application Type: Unrecorded Enquiry (OPT OUT)

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Searched by: EXPERIAN REPORT (1)

Searched on: 14/10/11, 14/09/11, 13/08/11, 12/07/11 Application Type: CREDIT REPORT

Date of Birth: 09/10/1972 Time at Address: 03 years 07 months

Date of Birth: 09/10/1972 Time at Address: 03 years 06 months

Date of Birth: 09/10/1972 Time at Address: 03 years 02 months

y l n o t r o ep

This information was provided to us by you when you applied for your credit report via our website.

P4

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Date of Birth: 09/10/1972

Searched on: 14/10/11 Application Type: Quotation Insurance

Time at Address: 03 years 02 months

r e l p am

Searched by: THE INSURANCE COMPANY

S

Insurance quotations are not shared with other lenders for credit decisions. This search may have been created via a price comparison website.

Financial Associate Searches

Financial associate searches show when your credit report information has been seen because someone you are financially connected to has made an application for credit or an unrecorded enquiry search has been carried out on the person you are associated with. This information is recorded for you on your copy of your credit report only. It will not be seen by lenders.

U1

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Searched by: PEARLY KING AND QUEEN STORES

U2

Name of Applicant: Date of Birth:

MR SIMON SOMEBODY 02/05/74

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Searched by: HONEST BANKING COMPANY LTD

Name of Applicant: Date of Birth:

MR SIMON SOMEBODY 02/05/74

Date of Birth: 09/10/1972 Searched on: 15/12/10

Date of Birth: 09/10/1972 Searched on: 05/12/10

Linked Addresses Linked addresses are created by lenders when you move or when you tell us your previous addresses. This information shows addresses that you have been connected with. For further information please see the important advice section at the end of your report.

B1

MRS JESSICA SOMEBODY, 1 CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ

Linked to: Source:

B2

186 HIGH STREET, ANYTOWN MIDSHIRE HOPE BING AND LAMOUR LIMITED

Date of Information: 15/10/04

MRS JESSICA SOMEBODY, 1 CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ

Linked to: Source:

2 ELSEWHERE DRIVE, SOUTHTOWN, MERSEYSIDE LENDU MONEY LIMITED

Date of Information: 05/01/04

150 Report Generated On: 01/12/11

Page 7 of 8

Your Reference Number: 00000000

CIFAS – The UK’s Fraud Prevention Service CIFAS aims to detect and prevent fraud and so protect innocent people whose names, addresses and other personal details are used fraudulently by others in order to get credit, insurance or other products. If you see a CIFAS entry on your credit report, this will be for one of three reasons: (1) because you have taken out CIFAS Protective Registration; or (2) an organisation has done so on your behalf, perhaps because they have lost data on a laptop, for example; or (3) If a CIFAS Member organisation has put the entry on your report because you have been a victim of impersonation. Organisations who are Members of CIFAS examine credit (and similar) applications very carefully and may contact you to make sure that you have applied for the credit yourself, and that you are not being impersonated by a fraudster. If there is a CIFAS entry recorded in your name, and you require further information, you should contact the CIFAS Member organisation at the address provided against the entry. For more information about CIFAS, read the CIFAS leaflet included with your report.

F1

MRS JESSICA SOMEBODY, 186 HIGH STREET, ANYTOWN, MIDSHIRE, A12 4CD

Name Used: Date of Birth Used: Address Used:

MRS MARY JONES 12/09/1967 1, CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ

Date Recorded: 08/12/02 Reason for Referral: DATE OF BIRTH Case Reference: 14AY2400

Member Name: Member’s Address:

WATCHIT TV RENTAL Watchit House, Television Road, Tellytown, Southshire Z98 1VY

Product Type: Type of Case:

Personal Credit Card FALSE IDENTITY FRAUD – USE OF FALSE NAME WITH AN ADDRESS

Gone Away Information Network (GAIN)

y l n o t r o ep

GAIN shows that an individual owes money and has moved without giving the lender a forwarding address. It is explained more fully in the important advice section at the end of your report. If you have any queries about this information please contact the company which gave us the information.

G1

r e l p Sam

MRS JESSICA SOMEBODY

Recorded by: MOBILE PHONE FIRM

Last Known at: Located at:

Date of Birth: 09/10/1972

1, CITY ROAD, SOUTHTOWN, RIVERPORT, X43 2ZZ 186, HIGH STREET, ANYTOWN, MIDSHIRE

Reference: 62623456 09/03/05 Recorded on:

Notice of Correction

Reference: 00000000

Page: 01

00000000/SOMEBODY. "I, MRS JESSICA SOMEBODY, WISH TO MAKE IT CLEAR TO ANY POTENTIAL LENDER THAT THE HISTORY OF ARREARS ON THIS ACCOUNT WAS SOLELY THE RESULT OF REDUNDANCY AND NOT A RESULT OF ANY UNWILLINGNESS TO PAY. I WOULD LIKE TO STRESS THAT I AM NOW IN FULL TIME EMPLOYMENT AND ALL MY MONTHLY PAYMENTS ARE MADE ON TIME. " ADDED 11/01/05 MRS J SOMEBODY

Useful Addresses The following addresses will help you to contact lenders or other organisations if you want to ask them about information on your report.

ANYTOWN COUNTY COURT: 100, VICARY STREET, ANYTOWN, EW67 9RW GENERAL BANK: MR ANDRES QUERY, COLLECTION & LITIGATION DEPT, GENERAL BANK, GENERAL HOUSE, LOCAL ROAD, TOWNSPACE, TG98 4TR HOPE BING AND LAMOUR LIMITED: CUSTOMER SERVICES, HOPE BING AND LAMOUR LIMITED, FRIENDS PLACE, HARDLY ANYWHERE, KV12 9YY LENDU MONEY: MRS VERITY HELPFUL, CUSTOMER SERVICES (DATA PROTECTION), LENDU MONEY, CASH HOUSE, 200 NEARBY ROAD, CLOSETOWN, MIDDLESHIRE, KI14 8XZMR ANDRES QUERY, COLLECTION & LITIGATION DEPT, GENERAL BANK, GENERAL HOUSE, LOCAL ROAD, TOWNSPACE, TG98 4TR MOBILE PHONE COMPANY SERVICES: MRS SHIRLEY ANSWER, CREDIT UNDERWRITING DEPT, MOBILE PHONE COMPANY SERVICES, MOBILE HOUSE, PARK STREET, NOWHERE LK76 5YH SOUTHTOWN COUNTY COURT: QUEEN’S HOUSE, ROYAL STREET SOUTHTOWN, U48 7RF

End of Report

151 Report Generated On: 01/12/11

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Your Reference Number: 00000000

Electoral Roll

Being registered to vote is not only very beneficial to a clients’ credit rating, it can go some way to encouraging them to engage with their local community and local issues. This presents an opportunity for a client to consolidate several skills. -

They can find the appropriate information from the .gov.uk website.

-

They can register to vote online here.

-

They can download a paper registration form here. This will also need to be printed.

It is recommended that the client is asked to search for and find the: -

Eligibility criteria for registering to vote in the UK

-

Information about the open register, as opposed to the electoral register.

It is important to make clear the difference between the open and full register. The open register is available for anyone to buy; you can and should opt out of this (it’s free to do this). The full register is the register used to vote and for credit references; this is the one clients should be on. There is an option to vote anonymously; although you can do this, it will not help your credit rating so defeats the point. Ensure the client realises that being on the electoral register means that they are now eligible for jury service.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 152

Cleaning up the Credit Report

There are a few key steps to take to both protect and repair your credit rating, now that you understand it and are monitoring it. You need to write to the credit reference agencies and asking for a Notice of Disassociation. This is an official request to remove financial associates - such as your former partner - from your credit file. This means that your partner’s credit rating will no longer be attached to yours and will no longer be a factor when you are assessed for credit in the future. You may want to register with the CIFAS protection registration scheme. This costs £20 for two years of protection, and means that if your partner (or in fact anyone else) attempts to take out credit in your name, CIFAS will contact you to let you know. There are products available to help improve your credit-rating. These are often called Credit Builder Cards, and are a bit like really limited credit cards. However, they are designed to stop getting you into debt and to help improve your borrowing history (and therefore your credit rating). The guide on Money Saving Expert here is really useful for this.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 153

Loans and borrowing Clients in refuge have very little money to fall back on. When they do eventually transition to independent living, there is a huge temptation to take out loans to furnish their new home. However, clients are to be strongly discouraged from this. An adviser should refer clients to activities from the previous topics if needed. Critically, a client needs to understand that if they can’t handle a loan they’ve taken out - even a small one – then there are very serious consequences that can actually stop them living independently and may lead to them having to choose between homelessness or returning to their previous circumstances. Poorly handling a loan can lead to: •

Spiralling debts.

•

A bad credit rating.

•

Goods being repossessed.

•

Dealing with loan sharks, which can lead to threats and violence.

Exercises and factsheets are included on topics that are more prevalent amongst high-risk clients; however, advisers should simply make it very clear to them that all loans are – initially at least – to be avoided. If a client seems adamant that they want to borrow money, please use materials find in the Credit section of the Citizens Advice financial capability resources, which cover details such as APR’s and credit cards.

©2015 Citizens Advice DVA Toolkit/Nov16/v1 154

One of the most unwise forms of borrowing is that of short–term small loans, often called doorstep or payday loans. These may be provided by legitimate companies such as Wonga or Payday Loans but need to be viewed with a great deal of caution. Why do people take out these loans? Pros: • They come to your home to bring the money they lend you and they then collect the repayments by coming to your home every week. • They don’t worry too much if you have a bad credit rating, so it is very easy to get a loan. Cons: • The interest is incredibly high. For example, the annual percentage rate (APR) could be 433.4%, whereas a credit card is likely to be about 17.9%. What does that mean? If you borrow £500 on a credit card, and you pay back £11.33 for 52 weeks then the interest you’ll pay to your bank is £89.50. If you borrowed that £500 from a doorstep lender with the above APR of 433.4%, you would pay back £2,667 over 52 weeks. That’s £2,077.50 extra you’ve paid a doorstep lender.

155

Factsheet

Doorstep lenders

A pawnbroker is an individual or business (pawnshop) that offers secured loans to people, with items of personal property used as security. How does it work? • An asset (pawn) is left as security. This could be a phone, jewellery, music hardware, games consoles etc. • Items are returned once you repay the loan plus the interest. • The pawnbroker will sell the item if the service user does not repay the loan by the agreed deadline - usually six months. • Money raised from selling the item will be used to repay the loan unless the item does not raise enough money. This will leave the borrower owing money to the Pawnbroker. • The pawnbroker must provide evidence of sale if the item is sold. Pros: • This type of loan can help in an emergency. It readily allows access to money, the shops are local and it is a safer alternative to short term loans. • The deadline can be extended if the pawnbroker agrees. Cons: • Items may be sold and the borrower could end up owing money to the pawnbroker. There can also be fees for non/late payments which will be added to the amount borrowed and will accrue interest. Important Information The Pawnbroker must have a credit licence; therefore a credit agreement must be signed before an item can be pawned. The Pawnbroker must provide a receipt which must be kept safe by the borrower. The terms and conditions should be checked in full and any costs for non/late payment should be outlined. If there is a dispute you should seek guidance from a consumer law support service such as the Citizens Advice consumer service or Trading Standards.

156

Factsheet

Pawnbrokers

When the price of gold goes up, gold fever often ensues and people jump to sell their gold jewellery or coins. In times of crisis, it's seen as a safe investment. However they may not always be getting the best deal. What are the usual ways to sell gold? Postal gold companies When using this service you will get a quote and then send the gold off for appraisal. Payment is then made by cheque or into a specified account. Pros: • The more traders there are the better the price due to competition. • Using postal companies means you can shop around a lot more than you can on the high street. Cons: • Calculators on websites are only estimates as the gold has not been appraised. • If you send the gold some companies will charge (£50 usually) for the return if you reject the offer. Even worse, some companies are not legitimate and are fraudulent. On the high street Go from store to store to find the best price. Pros: • It is currently the safer option. You can also gauge the local market prices. Cons: • Face-to-face negotiations can put the trader in a position of power especially if they use high-pressure selling tactics. Things to remember As with other commodities, gold prices fluctuate. If you cash in now, you might lose out if future prices rise, on the other hand prices might drop in future. No one knows. The important two key facts in valuing gold are the carat (which indicates how pure it is) and the weight of it.

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Buy As You View (BAYV), or Buy As You Go, is a payment method where you buy goods with a coin meter and they are delivered to your house. In order to use the goods, such as a TV for example, you then have to put money in the meter. An employee from the shop will call to your home regularly and empty the meter. This money will then be noted in a payment book that you keep, and eventually after enough payments have been made you will own the goods. This can be used for TVs, washing-machines, fridge-freezers, even laptops and furniture. Pros: • • • •

No need for a deposit. If you don’t use it for a while, you don’t pay for it. You will eventually own the item. There is no obligation for you to buy.

Cons: • This is a type of finance agreement. • Interest rates can mean you pay a lot more for the item. • Defaulting can affect your credit rating. The most important thing to know is that this is a finance agreement, and so like buying a car or taking out a small loan, it will be regulated by a law called the Consumer Credit Act. Although it simply seems that you are making small payments regularly, as if you are renting the item, you are actually buying it on credit, so it’s like taking out a loan.

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Buy As You View

When you take out a logbook loan, you’re basically putting up your car as security against a loan. This means that you no longer have full ownership of the car until you’ve paid the loan off; it technically belongs to the company that lent you the money. This can lead to a serious problem if you buy a second-hand car with an outstanding logbook loan. Even if you had no idea about this and were told there was no outstanding finance on the car you could end up being chased for the debt by the logbook loan company. They can sometimes even take the car off you. How do they work? When you take out a logbook loan, you need to hand over your vehicle’s logbook (this is the vehicle registration document that proves you own the car). You’ll also have to sign a credit agreement and a form called a ‘bill of sale’. A bill of sale is like a finance agreement, although it’s a very old-fashioned and complicated one. The law only recognises a bill of sale if the lender registers it with the High Court; this is something they need to remember to do after you’ve signed it and given it to them. If it’s not registered, the lender must get a court’s approval to repossess your vehicle. Once you’ve done this and signed on the dotted line, the lender now owns your vehicle; however you can still use it so long as you keep making all your loan repayments. How do I get the money? Normally you get the loan by cheque, which takes several days to clear. Some logbook loan companies do offer a quick cash service, but they may charge (this can be up to 4%) for this. Most logbook loans run up to 78 weeks (which is 18 months), although you are able to pay it off earlier. Be careful though; with some agreements, you may only be repaying the interest charges until the last month of your contract. This means that in the final month, you’ll need to repay the full amount of money you originally borrowed in the first place.

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Logbook loans

Drawbacks to taking out a logbook loan The annual percentage rate (APR) can be around 400% or higher, and is charged on the loan amount each week. This means that if you borrowed for example - £1,500 and paid £55 a week for 18 months, you would repay over £4,250 in total. That’s almost £3000 in interest. Even more worryingly, you could lose your vehicle if you can’t make the repayments to the loan company; they technically own it now so they can take it back. It’s worth knowing that… One in five people who have reported problems with logbook loans have ended up having their car repossessed, even though they didn't borrow the money in the first place. Around 60,000 logbook loans were taken out last year. The average amount of a loan is £1,000, but it can be as high as £50,000. In a survey of 874 drivers who had bought a second-hand car, nearly twothirds (63%) did not check if the car had an outstanding loan attached and two in five (40%) hadn't even heard of a logbook loan.

What to think about before taking out a logbook loan The annual percentage rate (APR) can be very high, so it is best to pay it off as quickly as possible. Be careful though - there may be early repayment charges if you repay more than £8,000 in any 12-month period. Logbook loan lenders may ask for weekly payments and some do not take direct debit so it can be difficult to keep on top of how much you owe. If you can’t pay back your logbook loan The very first thing to do is to check if the bill of sale is registered. If it isn’t, you have a lot more options.

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Logbook loan lenders have the right to use bailiffs to seize your car or motorbike if you don’t meet repayments, and they can sell it on. Because of the nature of a logbook loan, they wouldn’t even need to go to court to repossess your car. If you sell your car whilst you have a logbook loan taken out against it, and the amount it sells for is less than the amount you still owe, you will still be responsible for paying the difference. If you don’t, you might get taken to court for the money.

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People often call doorstep lenders loan sharks, but you need to know the difference between the expensive lenders and the real sharks. Loan sharks don’t have a consumer credit licence. Loan sharks are criminals. The good news is that because it’s illegal to lend without a licence, the loans you get from them are unenforceable – they can’t take you to court to get the money back if you don’t pay them. The bad news is that they don’t need to take you to court, as they have other ways of making sure you pay them back. Why do people borrow from loan sharks? • • • •

They may be poor or desperate. They may be in debt or have a bad credit rating. They may be vulnerable because of addiction, health, or disability. They may be illiterate, uneducated or not confident with money.

What are the dangers of borrowing from loan sharks? Loan sharks have also been convicted of: • kidnap • money laundering • robbery • drug dealing • blackmail • prostitution • assault • people trafficking. In short, you may be faced with threats of violence, sexual demands, and have to deal with serious criminals.

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Loan sharks

HR7

AIC 20 - C

Spotting a loan shark

This handout is intended for use in conversation with individual clients. However, it can also be used to develop activities for groups and young people. Model answers: 1. Money lender is unlicensed 2. High APRs 3. Threat/violence/ harassment 4. Little or no paperwork 5. Increases of debt/interest rates etc. 6. Refusal to provide key information such as interest rates or the amount still owing 7. Take items such as passports, bank cards etc. as security 8. Pressure to borrow more money to pay off one debt with a new loan

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Citizens Advice financial capability

HR7

Stop the loan sharks What are the 8 main ways to identify a loan shark?

8

1

7

2

6

3

5

4

Have you been approached by a loan shark?

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Citizens Advice financial capability

Cheap furniture and appliances When a client is starting to live independently, one of the big issues they face is furnishing a flat with appliances and basic furniture. This problem is two-fold: •

Clients may want material comforts that are not strictly essential. There is a psychological element to consider here: a client that wants a TV may not want it simply as a material item, but to stave off boredom and loneliness in their new situation.

•

Clients are unprepared for the need to rebuild their possessions, and don’t have the money to do so.

Advisers need to use their discretion to consider the best way to discuss this with a client, but the following is offered as guidance.

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‘Capacity’ vs ‘Quality’ It is very easy to try to get clients to discuss things they want over things they need. The problem with this is that whilst what anyone needs is often very little, the frugal and basic life this will lead to is not really a fair one to push upon someone who doesn’t want it. As such, it is wiser to avoid calling TV’s, mobile phones and extra furniture as non-essential items (or wants, rather than needs). Instead, clients should be introduced to the idea of having items that can do something (that have the capacity to perform a function) compared to items that do it really well (that have a high level of quality). This may sound technical, but here are some examples. Remember - Each clients psychology is different, and an adviser should be aware of this. This is a very sensitive area to discuss.

Item

Capacity

Any second-hand TV – TV

even an old boxy one – will let a client watch TV.

Mobile Phone

Bed

A client just needs to text or make calls

Clients may want a big screen, or a HD flatscreen. A modern smartphone will have apps and access email etc

A client can often manage

Beds and mattresses are

on a bedroll on the floor -

extremely expensive; even

or even a sleeping bag - for a cheap bedframe is a good a short while. Clients can buy value

Shampoo

Quality

shampoo from most highstreet shops for less than a pound.

compromise. Branded cosmetics and toiletries cost far more, and are only slightly better.

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Cheap and free places to get stuff for your home One of the earliest tips when planning to move (earlier in this toolkit) was to try to secure some basic things like kettles and toasters by giving them to friends and family to hold. If a you have done this – or something equivalent – that’s great, and you can get those items back when you move into their own place. Don’t worry if you didn’t have the chance to plan ahead, there are a few other options.

Local authorities Some local councils offer local welfare assistance schemes. Your adviser should be able to offer you support on this, or you can find information on the local council’s website.

Websites Freecycle.org Freecycle is a website where people offer to give away things that are either a bit bulky and a pain to get rid of, or that they would rather see go to a good home rather than just throw away. Myskip.com This website is one where people advertise items they just want to get rid of. Like Freecycle, these items will not cost you anything. Ilovefreegle.org This site is a lot like Freecycle: in fact, it was set up by people who used to work on the Freecycle website. Whatsmineisyours.com

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This is one of the oldest and most established clothes swapping (also known as ‘swishing’) website on the internet. Preloved.co.uk This is a large, very well-designed website where people can sell second-hand items. Unlike Ebay, there is no auction process: you simply pay the figure the item is advertised for.

It’s not as easy as it seems, unfortunately. To register with many of these sites, you need to have an account. This is free, but means that you need to provide an e-mail address for verification. You can also only join your local group: this means you can only access free items in Cardiff if you live in Cardiff, or Chester if you live in Chester (for example). If you also often need to have Facebook: you can register via their Facebook account or by downloading an app for the site. This is really useful and helpful, but you need to be aware of the risks of using social media whilst in refuge (your adviser can help with this)

Discretionary assistance fund The DAF is an option for clients who are in Wales. It can be found here, and can help people who are setting up a new home provided they meet certain eligibility criteria (which most people leaving a situation of domestic violence and abuse will meet).

Charities and social enterprises There is a range of organisations (found here) that recycle furniture and to offer them at significantly reduced costs. The British Heart Foundation also offers free or heavily discounted furniture for those in crisis.

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Employment Clients that are in refuge will find that their benefits have changed significantly. As such, they will need to consider whether they will be financially worse or better off if they keep on working. Advisers should promote the benefits of working to clients, even when the difference it makes to their income (as opposed to being on benefits) is only marginal. It is important to stress the non-financial benefits of working, such as o Positive motivation (a reason to get up) o Provides structure to the day and the week o Provides a social circle that will be very useful when living independently o Increases the confidence of victims o Strengthens the clients CV, so that they can go for new jobs without an unexplained break in employment. However, clients need to be aware that if they work they will have to pay for the refuge. This could be rent, or maintenance fees. If a client does not work, they won’t be obliged to pay rent or maintenance fees at the refuge. They would also then qualify for other benefits (for example, child benefits).

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Children Clients with children will need to budget especially carefully, as costs (such as food and transport) will be greater if they have dependents. Other more specific areas for them to consider are:

Food vouchers from Healthy Start Healthy Start is a government scheme that provides vouchers for free food and milk to pregnant women and those with children under the age of four (as long as they are on one of a set list of benefits). These vouchers can be used for free milk, fruit or vegetables. Detailed information on this can be found here.

School uniforms There is no centralised body that provides assistance for school uniforms. Parents should either see if the refuge has any way to help, or whether the school offers spare uniforms etc to those in hardship. Some local authorities do offer financial assistance for school uniforms, but this is on a case by case basis. The specialists at the refuge should be able to check for this in the area. It is also recommended that clients learn basic needlecraft, in order to perform minor repairs on childrens clothes. A sewing kit can cost £1-2, and can help patch clothes and repair buttons. They can learn this whilst at refuge, or alternatively use tutorials such as the ones on Youtube here.

School meals Children in certain areas are likely to be eligible for free school meals. The best way to check if a client local council offer this is by checking their postcode here. Note that if the client is on certain benefits, they may also qualify for free school meals. The details are on the same link. If children qualify for free school meals, they also get free milk from the school. In Wales, Key stage 1 pupils are entitled to free milk. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 170

Childcare costs There is help available for a clients childcare costs, but only if they use an approved childcare provider. These are found here in England, and here in Wales. They can get up to £122.50 for their child (or £210 for 2 or more children) as help in extra tax credits, as long as they are claiming Working Tax Credits or Universal Credit. For more information and a form, call the Tax Credits Helpline on 0345 300 3900. They can claim free childcare after their child turns three, and they get this free childcare whilst they are three and four. In some cases, this even applies to twoyear olds (although it depends on the clients benefits). It is quite complicated, so the best thing to do is contact their local council here to see what help they offer. In Wales, there is a specific Flying Start scheme in place as part of the Tackling Poverty agenda. This is co-ordinated by Children In Wales, but the actual individual local councils in Wales run each program separately. Clients should contact their local council to see how to apply. Please do not just search for it via Google, as there are several childcare companies in England that use the same (or similar) names.

Gifts and holidays This is a difficult area to discuss, but advisers need to caution clients that they need to resist the impulse to buy regular gifts for their children whilst in refuge or starting to live independently. Many clients fall into a cycle of trying to ‘compensate’ their children for the disruption and difficulties caused by leaving domestic violence and abuse, and clients need to be aware that - like loans and borrowing – this is a trap that could lead to their new independent existence being jeopardised.

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Free birthday cakes The website Free Cakes for Kids (http://www.freecakesforkids.org.uk/) is a free community service where volunteers bake birthday cakes for children who are in families who are in financial difficulty.

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A Guide for Families

Tear along dotted line

Application form for Healthy Start vouchers Fill in this application form clearly in black ink, in English and in CAPITAL letters

V4

1 You: Please fill in the details of the person who is applying (this is you, if you are pregnant) Title __________Surname ___________________________________

Date of birth

First name ________________________________________________

National Insurance number

D

D

M

M

Y

Y

Y

Y

Tick all the benefits you are getting:

Income Support

Income-related Employment and Support Allowance

Child Tax Credit (with a family income below £16,190)

Income-based Jobseeker’s Allowance

Working Tax Credit*

None of these benefits

2 Your address and telephone number: Please tell us where you live and your current telephone number Line 1 ______________________________________________________________________________________________________________ Line 2 ______________________________________________________________________________________________________________ Town _____________________________________________________ Postcode

3

County________________________________________________

Telephone number _______________________________________________

Your partner – if they live with you: This could be your husband, wife, boyfriend or girlfriend.

Title __________Surname ___________________________________

Date of birth

First name ________________________________________________

National Insurance number

D

D

M

M

Y

Y

Y

Y

Relationship to applicant___________________________________

PART A

Tick all the benefits he or she is getting: Income Support

Income-related Employment and Support Allowance

Child Tax Credit (with a family income below £16,190)

4 4

Income-based Jobseeker’s Allowance

Working Tax Credit*

None of these benefits

Your carer and carer’s partner: Only fill this in if you are under 18 (or under 20 and in full-time education) and live with a carer – e.g. a parent

a

Your carer

Title __________Surname ___________________________________

Date of birth

First name ________________________________________________

National Insurance number

D

D

M

M

Y

Y

Y

Y

M

M

Y

Y

Y

Y

Relationship to applicant __________________________________

4

b

Your carer’s partner (if over 18 years old and living with you)

Title __________Surname ___________________________________

Date of birth

First name ________________________________________________

National Insurance number

D

D

Relationship to applicant___________________________________ Tick all the benefits that your carer and your carer’s partner are getting (even if you are applying because you are pregnant and under 18, as it will help us see if you may be able to get vouchers after your baby is born): Income Support

Income-related Employment and Support Allowance

Child Tax Credit (with a family income below £16,190)

4

c

Working Tax Credit*

Income-based Jobseeker’s Allowance None of these benefits

Complete if you are 18 or 19 years old, in full-time education and pregnant

I am included in my carer’s/carer’s partner’s claim for: Income Support

Income-related Employment and Support Allowance

Child Tax Credit (with a family income below £16,190)

Working Tax Credit*

Income-based Jobseeker’s Allowance None of these benefits

*If you or your family receive Working Tax Credit, you do not qualify for Healthy Start unless you are pregnant and under 18. Do not tick this box if your family is getting Working Tax Credit run-on only. See ‘Do I qualify?’

Please turn over

HS01_V4

5

Your children: Please give details of any children (under 4) you already have (continue on another sheet of paper if necessary)

Name __________________________________________________________

Date of birth ______________________________

Name __________________________________________________________

Date of birth ______________________________

Name __________________________________________________________

Date of birth ______________________________

Are you pregnant?

7

Please read this

Yes

No

If you are 16 or over, sign and date the form yourself. If you are under 16, ask a parent or carer to sign and date the form.

I understand that if I knowingly claim support from Healthy Start that I am not entitled to, this support may be stopped and I will be liable to reimburse the UK Health Departments the value of any vouchers and vitamin coupons I have received and used.

PART A

6

By signing: I declare that the information I have provided in this application form is correct and complete.

Signature ____________________________________________

I have read and understood the dos and don’ts of Healthy Start (described on page 9 of the Healthy Start leaflet).

Name ________________________________________________

I agree to follow these rules during any period I receive Healthy Start vouchers for myself or my family.

Date _________________________________________________

I agree that the UK Health Departments can share information about me with other organisations to check that the information I have given is correct and to stop false claims (as described on page 9 under the heading ‘Data protection’).

Now ask your health professional (usually your midwife or health visitor) to complete the statement below. You do not need to pay anything to have your form signed.

Part B: Health professional’s statement I certify that

Health professional’s signature

(name of applicant) ___________________________________ date of birth (of applicant) D

D

M

M

Y

Y

________________________________________________________ Health professional’s name

Y

________________________________________________________

Y

Date of signing D

D

M

M

Y

Y

Y

Y

The expected date of delivery is D

D

M

M

Y

Y

Y

Y

Surgery stamp or work address

(please fill in full date). AND/OR I certify that the information (s)he has given in Part A, question 5 about his/her children is, to the best of my knowledge, correct. AND I confirm that I have given him/her health-related advice. This form can be countersigned by any registered midwife, nurse or medical practitioner.

Surgery postcode

GMC no./NMC pin ______________________________________ (optional) Applications for Healthy Start vouchers will not be accepted without a signature (or letter) from your health professional.

PART B

has consulted me about her pregnancy

Cooking Cooking is an area where clients can waste – or save – a huge amount of money. Clients need to have basic cooking skills, and if they don’t have them then they should enrol in some local courses. Some local authorities still offer free ones, or the refuge can look into providing free group sessions. A great cookbook for budget cooking – whether or not the client is cooking for their children as well – is this one. It’s relatively cheap, and is clear, well-written and practical. It is one some local Citizens advice have used, and they have considered it very appropriate for clients. Naturally,

Around £7 from most retailers

different advisers and agencies can pick any other cookbook they feel is suitable. Whatever is picked, we would recommend advisers to have one ‘master copy’ available at the office at least.

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Cooking Here are some general, useful cooking tips for people on a budget:

Shop at discount supermarkets rather than higher-end ones. If you have internet access, then use comparison sites to find the cheapest supermarket prices.

Get cashback for shopping online. Cashback sites like Quidco.com or Topcashback.co.uk give you cashback on your purchases once you have created an account with the respective site. You can browse high street and online retailers using the websites and once you buy an item, you will receive a percentage of the value of your shopping as cashback which will be paid into your account.

Buy own-brand goods at the supermarket. For some things, you can taste the difference, but for other things – often the basics like scouring sponges or a bag on onions – there is no real difference.

Bulk-buy foods that don't go off. Sealed tins and jars can last for years, so if they’re on offer then stock up.

Grow your own herbs. Keeping pots of herbs in your kitchen can save you money on having to keep buying packs of herbs.

Use a slow-cooker for cooking stews. Using a slow cooker to make a stew is both easier - you can leave it to stew while you're at work all day - and cheaper. It costs around 10p to use a slow cooker for around eight hours, while using an oven will cost far more at 30p for one hour.

Don't buy bottled water. Fill up a re-usable bottle with tap water. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 176

Make your own drinks. Making your own juices and smoothies with a blender or juicer will save you the expense of buying these drinks in the shops. If you don’t have a blender, try to get used to just having squash.

Go dry every other month. The average UK household spends £15.20 a week on alcohol: by not drinking for an entire month, you could save more than you think.

Use supermarket loyalty cards. Using a supermarket loyalty scheme earns you money on things you would have bought anyway, so you have nothing to lose.

Make your own meals rather than buy takeaways. Save money on buying takeaways, which you can make yourself or buy from the supermarket much cheaper.

Use coupons. A teenager from Essex found fame for "Extreme Couponing" which saw him pay 4p for a £600 shop at Tesco.

Make food go further. Bulk out meals with cheap and simple ingredients; adding your own rice to a takeaway curry can bulk it out whilst only slightly diluting the taste. This way, a single meal can suddenly stretch to three. Do the same with your own leftovers.

Freeze food and plan meals Freeze leftovers to have later. Make sure you don’t buy too much food – even if it’s on offer – if you have to throw it out. However, if you plan your meals, you may be able to work out what needs freezing when you buy it.

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‘I told him my partner had done this to me but he ignored it like I wasn’t there. So even when you tell them directly they don’t do anything, they don’t know what to say or how to respond. He made me feel like I was making it up.’ Survivor's voice

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Stage D Independent living

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Independent living Help from the council

181

Letting agents and landlords

183

Other costs

185

Finding a place

187

References

192

Deposits and guarantors

195

Can I get help with my deposit?

196

Signing tenancy agreements

197

Your rights as a tenant

199

Sorting out furnishings

201

Setting up your bills

202

Using social media again

203

Jobs and payslips

204

How to run a car

211

Building up friends

213

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Help from the council If you will become homeless within 28 days your local authority (the local council) should re-house you immediately as long as one of the following apply: A - You are a pregnant woman. B - You have children who rely on you financially and are risk of homelessness. C - You need special help because you are old, mentally disabled, physically disabled or other special reason. D - You became homeless because of a flood, fire or another disaster. E - You are a child aged 16 or 17 and you are not in local authority care, or recently left long-term care (Wales - 16 or 17 year olds will be regarded as in priority need, whether or not they have been in care). F - Any person aged 18-20 who is at particular risk of sexual or financial exploitation (Wales only). G - Any person who is not yet 21, but who was being looked, accommodated or fostered at any point between 16-18, but is no longer. This does not apply if that person is also in full-time, further or higher education (England only). H - Persons aged 21 or over who have become vulnerable as a result of having been looked after, accommodated or fostered (England only). I - A person who is 18-20 and who has at any time been privately fostered, lived in a children's home or been in the care of a local authority, health authority or voluntary organisation (Wales only). J - Any victim of any form of violence, (except self-inflicted) who has left their home as a result of violence or threats and has become vulnerable as a result (England only). K - Any person who has been subject to domestic violence, is at risk of domestic violence or would be at risk if he or she returns home (Wales only).

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L - A person who formerly served in the armed forces and has been homeless since leaving those forces (Wales only). M - Any person who is vulnerable as a result of having been a member of the regular naval, military or air force (England only). N - Any person who is a former prisoner and has been homeless since leaving custody and has a local connection with the area of the local authority to whom they apply (Wales only). O - Any person who is vulnerable as a result of having been in custody (England only).

Remember – Councils do not have to offer you housing if they feel you have intentionally become homeless, or if you exhibit ‘unacceptable behaviour’. ‘Persons subject to immigration control’ are also not eligible for assistance. It’s a complex area and the above information is only to provide guidance when contacting a local council. Your adviser should be able to offer more detailed specialist help.

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Letting agents and landlords When you’re renting privately, you’ll either be dealing with letting agents, who work for a company that specialises in renting places, or with the landlord directly. Sometimes it’s hard to know who you’re likely to deal with. A lot of letting agents are hired to find someone to live in a new home, but then once you move in they no longer have anything to do with it. Other ones will not only find you a home to live in, but will then also be the ones who take rent and organise repairs on your home. In some cases, you may be renting your home from a landlord or letting agent, but there will still be a separate ‘property management company’ whose job is to keep the place clean and do any repairs. This is normally something you would get in a complex of small flats, or a small housing estate. You can easily find letting agents online or in the high street; they tend to have websites and shop premises. Finding landlords directly tends to be more of a case of looking for local adverts, which could be in the paper or on websites such as Gumtree. It is generally recommended that you use landlords that are registered with a body such as: o ARLA o NLA o RLA As these all have formal complaints processes and often have additional insurances that protect your money in case you have any problems.

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Important update Advisers – Consider whether or not the client needs to know the following information. It can help them if they have a dispute with the landlord, but it may not be essential for them to know this when actually finding a new home, as the renter cannot be held liable if a landlord is not registered. On November 23rd 2016, it becomes the law in Wales for all landlords to register as landlords, and if acting as the manager for the property (e.g. advertises and contracts directly with tenants, collects the rent, is the point of contact for reporting repair issues) for them to get a licence. Without this license, they are not able to operate legally in Wales. From November 23rd 2016, letting agents will also have to be licensed to operate in Wales. In fact, from November 23rd 2016 it will be a legal requirement for both landlords and letting agents to be licensed if appropriate, and failure to register or have the correct license means the property cannot legally be rented out and clients will be eligible for rent repayment or rent stopping orders as a result of this. You can find out more information on Rent Smart Wales. Across England a number of local authorities are already requiring landlords and letting agents to be registered or licensed in a similar way to the legal requirements in Wales. However, making this a legal requirement in England - as it is in Wales – has not happened yet. Contact your local authority to see if this is applicable in your area and how to find out if the landlord or letting agent is listed.

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Other costs Unfortunately, landlords and letting agents are well-known to add extra charges and fees on top of their services. Although these aren’t actually unfair themselves, under the Consumer Rights Act 2015 it is illegal for landlords or letting agents not to provide clear information about all fees and charges relating to a property whether displaying in their premises or online. Neglecting to do so may mean that they are relying on clients to be unaware of what their rights are, and not to know what is or is not a legitimate charge. The following is a list of some of the charges that landlords and letting agents may hide from their upfront costs, but will try to apply before you actually sign. Remember, if they don’t actually display the charge – including VAT – and explain what it’s for then it’s not being made clear or fairly. o A letting agent must not charge you for registering with them, or to show you its list of properties available for rent. o Letting agents should not charge you for routine inspections done during your tenancy. These are often at three or six-month intervals. o Inventory fees – this charge is simply for checking in and/or checking out of the property at the start and finish of the tenancy. o Renewal fees – This is charged if you choose to renew your tenancy agreement (after the 12-month term, for example). o Early termination - Should you need to leave the tenancy early, you may be charged the agent’s commission (pro-rata for the remaining time). o Late payment - If rent is late (or the payment fails), the letting agency may try to bill you. o A holding deposit – this is meant to 'reserve' a property before you sign a tenancy agreement o Administrative costs – when asked about this, many say this is to cover the costs of phone calls and postage. Alternatively, they may try to charge this

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for drawing up tenancy agreements and making an inventory of the property. o Credit check costs – This charge is for carrying out credit checks. o Reference check costs – This is for getting your references. They are not allowed to charge you for: o Registering with them o Showing you a list of potential rental properties o Regular inspections during your tenancy o Anything the landlord can also be charged for Your rights when there are unfair charges It’s very difficult to know what to do in the face of these charges. All the charges listed above are common in the renting sector, but they have to be clearly displayed or else are considered to be unfair by the ASA (Advertising Standards Agency). Your local council – specifically, the trading standards section – have the legal obligation to investigate and regulate the letting agent in these cases. They can even apply a fine of £5000 to them, and there is no charge to contact and use your local regulatory services. However, this process can be very drawn-out and will not actually oblige the letting agent to provide the client with a property at the end of it. Alternatively, you can complain to the Advertising Standards Authority here, but unfortunately the same applies: it won’t help you get your home and it takes a long time to resolve anyway. The best approach is to simply know your rights, and make sure the letting agent knows that you are willing to complain to the official organisations if they don’t treat you fairly.

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Finding a place Finding a home is not easy, and it really helps if you know what it is you’re looking for. There are a few things you need to think about, and once you’ve considered exactly what you want, you then need to write it down. This list of basic requirements is what you should always take with you when looking for a place to live, and especially when you view a place with a letting agent. They can be quite pushy, so you really need to stick to whatever your list of ‘must-have’ features is. Remember, it is always easier and less stressful to view a property with a friend or at least someone who can provide some reassurance and a second opinion. Requirements to consider:

How much are you willing to pay for your home? Carefully work out your likely budget with the adviser at your refuge, and then use this to work out what you can pay in rent. Remember, budgeting means including all bills like council tax and food. Once you know what you have leftover, we recommend rounding it down (so £235 to £210, for example) so that you have a small margin of money for emergencies. Once you know what the rent you can afford is, stick to it. This is incredibly important; the perfect home may be only £10 or £20 above your budget, but this can add up to several hundred pound in a year, and that’s enough for you to miss your rent and lose your home. It’s always worth speaking to the person showing you around and negotiating: for example, will they drop the monthly rent by £20 if you’re willing to take the home part-furnished (without a TV, for example)? Also see the Other Costs section of this toolkit.

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actually want – and mark it carefully on a map. Stick to this in your searches. Things that may matter a lot to you, depending on your circumstances, include: o How far it is from where you work o How far it is from where your children go to school o How far it is from a Jobcentre o How far it is from friends or your support network

Where is the nearest supermarket? This is always useful to know, as well as whether it’s walking distance away. Also, it is a supermarket you want to shop at and is it affordable? It’s also worth seeing what hours it’s open.

Where is the nearest useful bus-stop or train station? This totally depends on where you need to travel and why. Think about your needs carefully: will you be looking to get a bus to your work, or to collect your children from school?

Is there anywhere to park? This doesn’t just apply for people with a car: if you have some support available from family and friends, you need to consider how this support will visit you. Is there safe parking nearby, and will you need to get a visitors permit (which is another cost)?

Is it double-glazed? Some people may not find this important, whilst other people will think it is vital. It’s important to at least consider it: it will impact on heating bills and comfort.

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Does it have electricity and gas, or just electricity? Again, you may not have a preference. If a home is electric-only, check the nature of the boiler. If it is ‘economy 7’, ensure you know how this system works. Information on this is available on the Citizens Advice website or from your adviser. Another thing: if the accommodation has oil, then is there a local fuel club operating? Who is the supplier, and what is the cost?

Is it furnished? Furnished homes will cost more, but an unfurnished one can be difficult and demoralising to live in. Talk to your adviser about this.

Does it come with white goods (fridge/freezer, washing machine/cooker etc)? Not many people have these themselves, but you may be planning on saving up for some.

Does the letting agent manage it, or is it the landlord directly? You may prefer to deal with a known person rather than an impersonal agency. Alternatively, you may prefer the opposite.

Is it okay to have children, pets or smoke? This depends on your personal circumstances. There are also other things that you need to consider when you’re there and actually looking around a property. Again, taking this list with you is a good idea. What is mobile reception like in the new accommodation? For some people this is very important. Being in a home that doesn’t give you much contact with the outside world can be a very damaging way to start your experience of independent living.

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How secure is the new accommodation? There are lots of elements here to consider: o Are there good locks on the doors? o Are there good locks on the windows? o Is there a garden? o Is there any kind of shared communal space? o Is the mail delivered into a secure postbox? o Is the external door/intercom system secure? Is the water pressure (for taps and a shower) good enough? You can check this by asking to run the shower/flush the toilet whilst they look around the home. Possible damp This is very important; discuss the tell-tale signs of damp with an adviser and make sure you know how to recognise it. Information on neighbours This is a common concern; are there neighbours, do they have loud pets, play loud music, leave a lot of rubbish in communal areas, and so on. Asking the letting agent may not answer these questions, as they often don’t know. However, you should still keep it in mind. Is the new accommodation draughty? This will have a large impact on the energy costs and general comfort of the home. You should check for any large gaps around doors or windows. They don’t necessarily mean that you should not take the property: like single-glazing, these issues offer a way to negotiate a lower rent.

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Does it have smoke detectors? The new home should have smoke detectors throughout, and also carbon monoxide detectors if there is a solid fuel burner. It’s easy to test if smoke detectors work by pressing the test button on their middle. Check the gas safety certificate This is a legal requirement, has to be renewed annually, and has to be in date. Ask for the Energy Performance Certificate This is a mandatory requirement by law and will help assess what likely energy costs will be. Good lighting Make sure that lighting works in the area. This isn’t just checking the lights in the new home and being on the lookout for loose wiring. You should make sure that lights in communal areas work, and even check streetlights near the property. Having clear safe access around the entrance of your home is especially important for feeling safe. Who maintains the communal areas? Making sure any communal areas or lobbies are clean, well-lit and wellsecured is very important. Find out who is responsible for them, how to contact them, and how quickly they expect to resolve issues.

Remember – These are tips for your own use, but nothing beats having experienced support help you through this process. Many refuges and domestic violence charities have a lot of experience helping people with this: try to get help from them as well if you can. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 191

References When you rent a home, the landlord or letting agent will almost always want a reference (often two). These cannot be from friends or family. One is always your previous landlord. The other (if needed) is often an employer or other professional person who knows you. This is not as difficult as it sounds. Firstly, decide who your references are going to be.

Previous landlord – If you can use your previous landlord, that’s great. However, often that’s not possible. In this case, you should be able to get a reference from your refuge (as you have been living there).

Employer/professional person – If you have an employer, then they are an ideal reference. If you do not, then you will have to think of what other person could serve as a professional referee. This can be a doctor, lawyer, police officer, teacher… there are quite a few options available. Once you know this, let your referee (that’s what someone who gives a reference is called) know that they may be contacted for a reference. Then, when you actually choose a home, you need to have their details to put down on a form. This always includes: o Name o Address o Occupation o Phone number o Email address

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When the landlord or letting agent contacts them, they will either be asked to fill in a short form, or just provide a quick letter saying that they think you’re suitable as a tenant. Referees are NOT liable for anything if the tenancy does not work out. Remember – These are tips for your own use, but nothing beats having experienced support help you through this process. Many refuges and domestic violence charities have a lot of experience helping people with this: try to get help from them as well if you can.

Disclosing your previous situation to your letting agent or landlord As a general rule of thumb, you shouldn’t really tell anyone about the fact you’ve experienced domestic violence or abuse in the past. Other than the professionals that are already supporting you, many people don’t know what domestic violence can really mean or how it can affect someone. In addition, it does not help you keep a low profile and reduce the risk of future abuse. There are no fixed rules on what to do, and there are different pros and cons. If you do disclose your history, or use your refuge as a reference: o The landlord can be aware in case the abuser causes trouble in the future. o A landlord can make concessions for the tenant if they want to: for example, they will need to give permission if a police alarm is to be fitted. o In Wales it may be worth noting that under their homelessness duty, the local council can work with landlords to ensure long term stability of the tenancy, including working with landlords to support a tenant who has experienced domestic violence. o Finding accommodation when a person is experiencing domestic violence gives them priority need, and so they would be able to make a homelessness application with their local authority to provide them with emergency accommodation. They would also probably be given priority for housing association accommodation.

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If you don’t disclose your history: o Rental security should be addressed through the financial assessment / credit check processes, so whether or not you explain your history shouldn’t impact their decision on whether or not you will be able to manage regular rental payments. However, full credit checks will specifically ask for details about a person’s income, and you need to be able to answer these questions honestly. Remember - If you provide false information about your income and circumstances and the landlord lets out the property on the basis of the information provided, then the landlord may be able to make a claim for misrepresentation. Also there may be a ‘break clause’ in a tenancy agreement which allows a tenancy that is still during its fixed term to be ended if false information has been provided regarding your income.

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Deposits and guarantors When you rent a property, you have to pay up front. Exactly how much this is will vary but don’t be surprised if it’s made of two parts: o A deposit (sometimes called a bond) which is often as much as the monthly rent or even slightly more. o A month’s rent – rent is always paid in advance.

The deposit This has to – by law – be kept in a deposit protection scheme. This is a thirdparty company that keeps the deposit for you to get back after your tenancy; this exists in order to protect both you and the landlord from any disputes over the deposit. Using the scheme will not cost you anything, but you should get some paperwork about it with your reference: you can then access this account online. Further information is available on this on the Citizens Advice website and as part of our Digital Money Coaching resources. Remember – The deposit protection scheme is only a legal requirement if you have an assured shorthold tenancy. These usually last for 6 or 12 months – at first - and means the landlord has to give you a notice of eviction.

Guarantors A guarantor is someone – friend, family or even employer – who is willing to guarantee that you are a good tenant. In other words, if you don’t pay rent, or cause damage to the home and/or its fitting, then the guarantor is legally liable. Getting a guarantor can be difficult; most people use family, like their parents. Another option is to use friends, but it is a lot to ask from someone and a big risk for them to take on. Be prepared to show them proof of earnings, and even your budgeting plan. This is why so much of this toolkit is focussed on financial capability: you don’t have to be able to manage your money, if you want to live independently you need to convince other people that you can manage your money too. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 195

Can I get help with my deposit? Raising the money for a deposit is a difficult thing to do: a deposit can be anything from a couple of hundred pounds to three months rent in advance. Although you can try to save this, or borrow it from friends and family, there is also the option of approaching a rent deposit scheme.

What is a rent deposit scheme? Rent deposit schemes offer loans to be used as rental deposits. Usually, the scheme lends you the money to specifically pay for your deposit, and then you pay back the loan during your tenancy.

Where can I find one? Rent deposit schemes are usually run by a local council (contact your local authority’s housing section). Sometimes they are run by local housing associations or charities: your adviser should be able to help you find out.

I thought people were meant to get their deposits back? Don’t worry, you will! Once you have paid back the rent deposit scheme for this ‘loan’ you can carry on like any other normal tenant. As long as there are no problems with your tenancy, you should get your deposit back as a lump sum at the end of your tenancy. In a way, it’s like the money you’ve been paying to the rent deposit scheme has been ‘saved up’ for you.

Is it protected? Like any other rental agreement, the deposit should be kept in a deposit protection scheme.

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Signing tenancy agreements Unless you’re renting from a social housing landlord, you don’t actually have a legal right to a written tenancy agreement. However, we recommend not taking up a tenancy unless you get one. Legally, all you have to be provided by the landlord is: o A rent book, if you have a weekly tenancy (not a fixed term or monthly rolling contract). o The full name and address of your landlord. However a written tenancy agreement will normally contain: Your name o Your landlord’s name and address o The address of the property which you are renting o The date the tenancy begins o The date the fixed-term of the tenancy is meant to end o Details of whether other people are allowed the use of the property, o The amount of the rent o What the rent includes (for example, council tax or electricity) o The length of notice for ending the tenancy o A contact number for the landlord/letting agent in case of urgent repairs or emergencies This might seem a bit bare, but that’s because the law gives you quite a few rights as a tenant; whether or not they are written down, they still apply! Alongside your written tenancy agreement, we strongly recommend that you also get a detailed inventory of what is in the accommodation. That way there won’t be any dispute over missing items when the client moves out. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 197

We also recommend taking photos of the new home (on your phone is fine) and emailing them to keep a record of what condition the building and furnishings were in when the tenancy started.

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Your rights as a tenant It’s important to realise that you have lots of rights as a tenant that are protected by law. Here are some of the most important ones, but always remember to speak to your local Citizens advice office for free, impartial advice on your legal rights. o If the property comes with something like a fridge or a TV – and it breaks – then the landlord is legally obliged to fix it. You don’t have to pay for it unless the damage was caused by you during misuse. In fact, the entire home has to be kept in a reasonable state of repair, and this is at the landlord’s cost. o The landlord has to install working smoke alarms. o The landlord has to arrange an annual gas safety check (if you have gas). o The landlord has to give at least 24 hours notice of any visits: they cannot just come around whenever they like. o A landlord cannot increase the rent unless it says they can in the tenancy agreement. o The landlord has to make sure that the structure and exterior of the premises, including drains, gutters and external pipes, are in working order. o The landlord has to make sure that the water and gas pipes and electric wiring (this includes taps) are in working order. o The landlord has to make sure that the basins, sinks, baths and toilets are in working order. o Any furniture the landlord provides should be fire-retardant. It is easy to check this by looking for labels on beds and sofas etc. It is illegal to remove these safety labels from an item of furniture. o The landlord has to make sure that fixed heaters (for example, gas fires) and water heaters are in working order. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 199

o Your landlord is normally also responsible for repairs to common parts of the building like stairways and lifts. This area is quite complicated, and there are many more areas where you have detailed rights. If in doubt, a client should seek help from their local Citizens Advice.

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Sorting out furnishings Once they are settled into their new home, you will need to consider furnishing their new home. There are two stages to this.

Large furniture Things like couches, book-cases, tables and televisions are expensive, even second-hand. As per our earlier guidance, we would recommend using a website like Freecycle. As most people who leave home will not have a car, we recommend that you pick a day where you can get help (or even hire a van) and then pick up several different Freecycle items on the same day. It may also be worth checking with local charities and refuges for any assistance. Ultimately, for many of these items you will have to consider how essential they are, and to what extent you can ‘make do’ – for a little while - with an inferiorquality of item (for example, a smaller TV).

Smaller appliances and soft furnishings This includes cutlery, crockery, towels and bedding, and also things like kettles and toasters. If you were not able to keep some items when you left home, you will need to start from scratch. Again, Freecycle is an option but smaller items are less frequent on this site. The Gumtree website is worth checking, as are local charity shops. The items here – even though they are smaller and cheaper – are often more important than large furniture items as they can make a much larger difference to how comfortable you feel in a new home.

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Setting up your bills In a new home, there are several basic bills you will probably need to set up. o Rent o Electricity This guidance is

o Gas

deliberately vague as

o Council Tax

providers of

o Water

key services will vary hugely due

o Broadband/TV

to geography and preference.

o TV license o Bank paperwork o Content insurance

Most of these will mean contacting your provider for that service and providing your details. That means providing: o Your name o Your address o Your date of birth o Contact phone number o E-mail address o You will often need some kind of password. Often this can all be done online with the particular provider. However, they will also often need further details (often banking ones) in order to run a credit check on you. In addition, they often prefer payment using a bank card or via direct debit. You do not have to do this: most places will actually accept Postal Orders. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 202

Using social media Social media can be critical for clients who are trying to establish their own independent lives after going through the process of refuge and support. It has many benefits, including making friends, job opportunities, and meeting new partners. However, it also comes with many risks that need to be considered. If clients at this stage – in other words, ones who are now living independently – need guidance on this, it is assumed that they haven’t maintained a social media presence in refuge. Therefore, we offer the following guidance. o They should not use their original name, or something from an existing email address or account, as a former partner may be able to recognise it. o They should not use a profile picture with their face, or showing anything that personally identifies them. o Even if they have changed their name, they should not have a profile picture of their face, or an account with low privacy settings. o Friends and connections they make should all be people you know, and have met in person. They should not accept anyone unless they’re certain who it is. o They shouldn’t make public posts. Their privacy settings should be set to keep their data private. o They shouldn’t mention details about the refuge, or the fact they have been a victim of domestic violence and abuse. o Make sure their settings do not include GPS data with any photos they upload. o They shouldn’t post anything that might allow anyone to identify their home or work address. o If they join any social media groups, be especially careful. Joining a group at a local gym (for example) can allow a lot of people access to their profile that they may not know, and this increases any risks. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 203

Jobs and payslips Clients that are living independently are now in a position where they are more likely to be looking for work, and so will need a better understanding of payslips. This is some further financial capability materials that was not included earlier. Why is this here and not in Stage C? Some clients may have been working whilst still in a refuge, or may have gotten a job whilst still at a refuge. Advisers are welcome to cover this topic earlier if they wish, but it is placed here as it is more likely to form part of their growth into independence. As usual, advisers are expected to use their own discretion to pick and choose resources from the financial capability resource library to suit a clients specific needs. More detailed resources are available at www.citizensadvice.org.uk/financialcapabilityresources

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Tips for your CV Many jobs no longer require CVs, instead they want you to fill in their online applications. If this is the case, then Citizens Advice can support you with the digital skills you would need for this. However, many jobs still need you to have a CV. Often printed out as a hard copy, and if that’s the case, here are some handy tips you need to keep in mind. •

CV’s should be neat and typed. Keep the actual pages clean too, try not to even fold or crease them.

•

Use a simple format and a clear font like Arial.

•

Try not to use generic CVs, tailor your CV to the particular job you’re applying for.

•

Keep it short and simple, a two page maximum is a good rule of thumb.

•

Don’t forget any key information, your personal details should include your name, address, phone number, and email address (a date of birth is no longer needed, owing to age discrimination rules).

•

Make sure you have a professional e-mail address, personal e-mail addresses can give a bad impression.

•

Only provide a photo for jobs such as acting and modelling, or if requested.

•

Don’t provide your social media details, unless you have a professional account on something like LinkedIn.

•

Make sure there are no sloppy errors, check and double-check, and then re-read it the next day too. If you can, get a friend or colleague to proofread it.

•

Make sure your social media accounts reflect your good qualities, for example, choose your profile picture carefully as this may be the first impression your potential employer has of you.

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Activity: Pay Slips Exercise

Use the attached handouts to ask the client to try to answer the following questions about the example payslip. Answers 1. Who is the employer? Cardiff Council 2. When will Mr Daniels receive the money? 15-08-16 3. How is the pay being paid to Mr Daniels? BACS transfer 4. How much pay will Mr Daniels receive this month? £843.08 5. How much has Mr Daniels earned this month? £1250 6. How much has Mr Daniels earned so far this year? £6250 7. What are the total deductions from Mr Daniels monthly pay? £406.92 8. What is his tax code? 1100L 9. How much of his pay this year has been taxed? £3735.42 10. Which of his three deductions can he choose not to pay? Pensions

If this was useful, why not try… Jobs and Employment – Payslips explained Resource Support – Presentations – Exploded Payslips glossary

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Example Payslip – can you answer these questions? 1. Who is the employer?

2. When will Mr Daniels receive the money?

3. How is the pay being paid to Mr Daniels?

4. How much pay will Mr Daniels receive this month?

5. How much has Mr Daniels earned this month?

6. How much has Mr Daniels earned so far this year?

7. What are the total deductions from Mr Daniels monthly pay?

8. What is his tax code?

9. How much of his pay this year has been taxed?

10. Which of his three deductions can he choose not to pay?

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Sample payslip

G Daniels Constellation Street Cardiff CF10 8PP NI No DK 35 46 77 M Cardiff Council City Hall Cardiff CF10 3ND

Tax Year beginning 2016 Tax Code 1100L Pay Date 15.08.2016 Pay Method BACS Transfer

Payments

£.pp

Deductions

£.pp

Monthly Salary

1250.00

Income Tax National Insurance Pensions

149.42 137.50 120.00

Total Payments

1250.00

Total Deductions Net Pay

406.92 843.08

Year to Date Totals Gross pay

Pension

Taxable Pay

Tax Paid

NI

6250.00

600.00

3735.42

747.10

687.50

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Payslips explained

Your tax code dictates how much tax you pay. You need to ensure you are not on an emergency code.

Payment dates can be monthly or weekly, and at any date in the month

You receive your National Insurance number when you are 16, and it remains with you for every job you ever hold in the UK.

The tax year starts on 6th April each year.

NI No. DK 35 45 77 M Cardiff Council City Hall Cardiff CF10 3ND

Tax Year beginning 2016 Tax Code 1100L Pay Date 15.08.2016 Pay Method BACS Transfer

Payments

£.

pp

Deductions

£.

pp

Monthly Salary

1250.00 Income Tax National Insurance Pensions

149.42 137.50 120.00

Total Payments

1250.00 Total Deductions Net Pay

406.92 843.08

Year to Date Totals

Pension payments are voluntary.

Gross pay

Pension

Taxable Pay

Tax Paid

NI

6250.00

600.00

3735.42

747.10

687.50

Net pay is the total pay you actually receive after all deductions

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Citizens Advice financial capability

Income tax is a compulsory payment to the government.

Understanding your payslip Organisations you work for must provide you with a payslip. You should check your payslips and keep them for at least a year. Why is important to check your payslip? • •

To make sure you are being paid correctly. To make sure you are taxed correctly. If you are taxed too much you can claim the difference back. You should contact HMRC if you have any queries. If you are taxed too little, you will need to pay it back eventually.

Important Tips: P45 • • •

•

When you stop working for an employer you should automatically be given a P45. If you do not receive one then ask for it, you are entitled to it by law and it is really important that you have one. The P45 states all the earnings details from that tax year of that job. You can then give the correct part of the form to your next employer to make sure that you are then not overtaxed or run into problems. If you lose your P45 then you will not be able to get a replacement.

P60 • • •

A P60 is a statement issued at the end of each tax year (which is in April, not January). It is important a taxpayer does not destroy the P60 forms issued to them, as they are crucial bits of paperwork that cannot be replaced. As an adult, you may be filling in forms that require P60’s for anything up to 20 years of employment. This is why you should keep your P60s permanently safe.

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Payslips

How to run a car Running a car is an expensive decision, but it does offer a huge amount of freedom to any client that chooses to have one. Information about buying a car – from finding and viewing one, to deciding on how to pay – are all available in the consumer section of the Citizens Advice website here. More detailed resources are available at www.citizensadvice.org.uk/financialcapabilityresources

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How to run a car Here are the key costs with a car that you need to be aware of:

Car insurance You legally have to have car insurance. There are lots of different levels of cover, and they are calculated based on the sort of car you drive, and your driving experience. Costs vary dramatically, so you really need to shop around for this.

MOT Every single car on the road that is over three years old legally has to have a valid MOT, and this needs to be renewed each year. An MOT can cost up to £54.85 for the check-up itself, and much more if it is found that work needs to be done on the car.

Car tax (this is the same as road tax) This differs from car to car, depending on engine size or emissions ratings. Like the above two, it’s a legal requirement.

Petrol/Diesel Price of fuel goes up and down regularly: make sure you shop around for the best deals before you fill up.

Breakdown cover You don’t legally have to have breakdown cover, but it’s a really good idea. Like car insurance, levels of cover and prices vary hugely, so please shop around.

Minor repairs This may not seem like much, but the running costs of a car can easily enter the hundreds of pounds in a year, with things like puncture, new headlight bulbs, and wing mirrors all commonly needing replacing. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 212

Building up friends Notes for advisers Clients that are ready to live independently will have specific needs. They may find difficulty in rebuilding a social presence, or in finding peer support from people who can offer help and understanding of their position. Issues may include: o Lack of confidence when meeting new people o Fear of discovery by a former abuser o Fear of accidentally revealing their past situation o Fear of being judged for having been a victim of domestic violence and abuse o Lack of awareness of what support networks are available o Fear of making or entering new relationships o Worries about being socially isolated and becoming depressed Advisers will need to develop a database of local peer support groups available in their area. There are some national services offered by organisation such as Refuge, but they do vary significantly in their delivery at the local level. Practitioners should record local contacts and recommendations here:

Insert specific details of local support here

Remember – As well as the issues surrounding leaving a situation of domestic violence and abuse, there are also cultural factors to keep in mind. Some of these tips are not suitable to men or women from particular cultures or religions. An adviser should use their discretion when talking through options with a client. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 213

Building up friends Building a new life with a new circle of friends is incredibly daunting, even with the support a refuge organisation can offer. Here are some tried and tested tips to help you engage with new people in your new independent life, and to prevent you from feeling isolated and lonely.

Start with your existing friends Ask your current friends if they know anyone in the area you’ve moved to. Friends will understand that big changes can be daunting and may hopefully be able to connect you with their friends or family in your area.

Make an effort with people at work Many of us spend most of our time at work. Make an effort with people here, and try to find what you have in common with them. You’ll get closer over time and start being invited to events outside work.

Look up local teams or running clubs. Most places have local teams you can sign up for and meet other people with the same interest. If team sports aren’t your thing, think about joining a gym or yoga studio. Parkrun (here) is one of the most popular ways to meet people in a fitness setting. If you go regularly, you’re definitely going to see familiar faces.

Take an adult education class. This is great for your CV and may help you get more interviews and a better job. At the same time, it’s a regular event where you can meet people.

Go to cultural events. Museums etc are normally free. Most places in the UK will also have free concerts in the park, art exhibits, and plays available, especially in the summer. Just ask your local council for details. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 214

Be open to meeting new people. Having a support network other people you can talk to or socialise with can help prevent you feeling isolated and can build confidence. Accepting an invitation from someone to go to an event or for coffee/tea may be a way of meeting new people and making friends.

Volunteer somewhere you’re passionate about. Volunteering also strengthens your CV and experience, whilst meeting likeminded people. Why not try your local Citizens Advice by checking our website here?

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Who this pack is for Main user groups: Advisers and support workers at domestic violence charities and refuges across England and Wales Other user groups: anyone who has a role in supporting clients affected by domestic violence.

Acknowledgments Thanks to all who contributed. Their expertise and guidance was invaluable.

Updates Although every care has been taken to ensure that this pack is accurate at the time of delivery, many of the areas contained within will evolve and change over time. This means that there may be short periods where the information in this toolkit will require updating. All the Citizens Advice financial capability toolkits will be subject to regular reviews to ensure that these occasions are kept to a bare minimum.

Feedback We’d be happy to get your feedback on this toolkit, and in fact on any of the financial capability resources. You can email us at [email protected]

Copyright Copyright © 2016 Citizens Advice. All rights reserved. Any reproduction of part or all of the contents in any form is prohibited except with the express written permission of Citizens Advice.

Company information Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux, Charity registration number 279057, VAT number 726020276, Company Limited by Guarantee, Registered number 1436945 England. Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD. ©2015 Citizens Advice DVA Toolkit/Nov16/v1 216