EXECUTIVE SUMMARY. Summary report on the quantitative data gathered during the first UK-wide Big Advice Survey

Transcription

1 EXECUTIVE SUMMARY Summary report on the quantitative data gathered during the first UK-wide Big Advice Survey Patrick Torsney July 2015

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3 Big Advice Survey Quantitative Data Summary The Big Advice Survey was conducted across the UK between 1 st December 2014 and 31 st March It set out to do the following: Ask people to tell us the kind of problems they were experiencing in their lives Gain a better understanding of where advice fits in to assisting with those problems Provide data for further analysis by the advice sector and others; especially, more detailed analysis on key areas within the survey and their relationships to other areas It also set out to: Create the first public advice survey that put respecting respondent privacy at its core. How we did that is here Create and complete a UK-wide survey without associating with any of the national advice networks or other bodies, reducing both perceptual bias in the Survey itself and, the need to conform to any particular brand, approach or corporate emphasis Promote collaboration between any and all organisations interested in the provision of advice within the UK, whether advice providers or otherwise Demonstrate that all it takes to make a big idea work is enough committed individuals prepared to band together for the common good and, the desire to see it through Who was behind it? The Big Advice Survey was created and coordinated by Patrick Torsney whilst leading on a borough-wide project for Wandsworth CABx. This was a project funded by the Big Lottery under the Advice Services Transition Fund (ASTF). One of its objectives was to perform an advice needs analysis of the local area. For one reason or another (it involved shampoo, believe it or not), this expanded rapidly into a survey covering the whole of the UK and involving the leads and staff of seventy-three other ASTF regional projects, representing well over 300 individual advice agencies. You can see the complete list of the ASTF projects and the geographical areas they covered by clicking here. This was augmented further by the considerable number of others around the UK who signed up to take part eg foodbanks, councils, solicitors, community groups and many more. The considerable work formatting and organising the data was done by Emily Day, of Wandsworth CABx. The coding of the thousands of qualitative (written text) responses and removing personally identifying information was carried out by the following Big Advice Survey collaborators: Alan Clark (South West London Law Centres) Alison Burrell (Brighton Housing Trust) Joanne Jobling (Calderdale CAB) Jude Deakin (Birmingham CAB) Matt Allbones (Derby CAB and Law Centre) Nancy Rawlings (Hillingdon Ass. of Vol. Servs) Nicola Smith (Plymouth CAB) Robin Charnley (Haringey CAB) Sha-Kera King (Haringey CAB) 3

4 The data We collected two types of data in the Big Advice Survey, quantitative and qualitative. The quantitative data was generated through the people completing the survey (the respondents ) selecting one or more options from a list in answer to any specific question. The qualitative data was generated by respondents giving written responses to individual questions in their own words. This document This document contains an overarching summary of the quantitative data only This document contains an over-arching summary of the quantitative data only. It is intended as a resource and to provide a simple framework for those who wish to identify areas of interest and conduct further analysis, most especially of the considerable amounts of detailed qualitative data the Survey generated. This summary document groups responses to the original survey questions into themes and so does not follow the original survey question logic (the order the questions were originally displayed to respondents). You can read more about the logic used in creating the Big Advice Survey by clicking here. 4

5 Contents Page 06 General, including Big Advice Survey feedback 08 Demographics, equalities, status and geographical data 16 Problem areas and how people deal with them 18 Seeking advice (or not) and contacting advice agencies 22 Perspectives on funding advice, including charging for advice 24 Online advice and information and social network use 5

6 GENERAL, INCLUDING BIG ADVICE SURVEY FEEDBACK How many people completed the Big Advice Survey, and how did they complete it Answer Options Response Response Percent Count Completing it myself 94.73% 2949 Entering a manually 3.10% 98 completed paper version Helping someone 2.10% 66 else who wouldn't be able to complete it on their own Total 100% 3113 How people first heard about the Big Advice Survey Answer Options Response Percent Response Count Press or radio 0.71% 22 Poster or leaflet 1.35% 42 Browsing the Internet 5.04% 157 Friend or family member 6.36% 198 Other 20.08% 625 An advice agency 24.35% 758 Social media 42.11% 1311 Total 100%

7 How people found completing the Big Advice Survey compared to other surveys they had come across Answer Options Response Percent Response Count This one was better/easier to complete 45.30% 1150 The same 52.90% 1343 This one was worse/more difficult to complete 1.80% 46 Total 100%

8 DEMOGRAPHICS, EQUALITIES, STATUS AND GEOGPRAPHICAL DATA Which area of the UK respondents live Answer Options Response Percent Response Count Greater London (in one of the 32 inner or outer London boroughs) 26.80% 714 Another region of England 66.80% 1776 Wales 2.90% 78 Scotland 3.00% 80 Northern Ireland 0.50% 12 Total 100% 2660 For those who answered Another region of England, where in England Answer Options Response Percent Response Count North East 4.10% 73 North West 16.30% 289 Yorkshire and the Humber 9.50% 168 East Midlands 17.20% 306 West Midlands 8.20% 146 East of England 9.90% 176 South East England (non-london) 24.50% 436 South West England 9.10% 161 Total 100%

9 For respondents who said they lived in London, where in London Answer Options Response Percent Response Count Barking and Dagenham 1.10% 8 Barnet 2.60% 19 Bexley 1.40% 10 Brent 1.00% 7 Bromley 1.50% 11 Camden 1.10% 8 Croydon 4.60% 33 Ealing 3.20% 23 Enfield 2.50% 18 Greenwich 2.10% 15 Hackney 4.60% 33 Hammersmith and Fulham 1.50% 11 Haringey 6.40% 46 Harrow 2.80% 20 Havering 1.70% 12 Hillingdon 2.20% 16 Hounslow 4.50% 32 Islington 4.00% 29 Kensington and Chelsea 0.70% 5 Kingston upon Thames 2.50% 18 Lambeth 4.50% 32 Lewisham 2.60% 19 Merton 8.80% 63 Newham 2.00% 14 Redbridge 0.80% 6 Richmond upon Thames 1.80% 13 Southwark 3.30% 24 Sutton 1.80% 13 Tower Hamlets 2.10% 15 Waltham Forest 2.90% 21 Wandsworth 15.90% 114 Westminster 1.30% 9 Total responses 100% 717 9

10 For those living in London, how long they have lived at their current address Less than a year Between 1 and 3 years Between 4 and 10 years Over 10 years Prefer not to say Barking and Dagenham Barnet Bexley Brent Bromley Camden Croydon Ealing Enfield Greenwich Hackney Hammersmith and Fulham Haringey Harrow Havering Hillingdon Hounslow Islington Kensington and Chelsea Kingston upon Thames Lambeth Lewisham Merton Newham Redbridge Richmond upon Thames Southwark Sutton Tower Hamlets Waltham Forest Wandsworth Westminster Total

11 Whether people regularly spend time caring for somebody else eg a relative who is disabled or elderly Age ranges of respondents Age range Response Count Response Percent 15 or younger % % % % % 75 or older % Prefer not to say % Total % 11

12 How many respondents have a partner Response Count Response Percent Yes % No % Prefer not to say % Total % How many respondents have children living in their household Response Count Response Percent Yes % No % Prefer not to say % Total % How many respondents consider themselves to have a disability Response Count Response Percent Yes % No % Prefer not to say % Total % 12

13 What gender respondents identify as Answer Options Response Percent Response Count Female 66.40% 2043 Male 31.23% 961 Prefer not to say 1.36% 42 Neither / both 0.36% 11 It's complicated 0.36% 11 In another way 0.29% 9 Total 100% 3077 Gender per respondent Whether respondents identify as LGBT ('Lesbian, Gay, Bisexual and Transgender') Response Count Response Percent Other % Yes % No % Prefer not to say % Total % 13

14 Which religion or group respondents identify with, if at all Response Count Response Percent No religion % Christian (incl. Church of England, Catholic, Protestant & other denominations) % Buddhist % Hindu % Jewish % Muslim % Sikh % Other % Prefer not to say % Total % Current employment status of respondents Answer Options Response Count Response Percent On a government work or training scheme % Temporarily away from work eg ill or on maternity % leave Prefer not to say % In education % Carer % Looking after home or family % Looking for work % Self-employed % Retired or semi-retired % Unable to work as sick or disabled % Working part-time % Working full-time % Total % Housing status/tenure of respondents Response Count Response Percent I own it outright % I'm buying it with the help of a mortgage or loan % I part own and part rent it (shared ownership) % I rent from the council % I rent from a housing association % I rent from a private landlord (including from a business or company) % I'm living with family % I'm living with friends % I have no fixed address / hostel / homeless / squatting % I am in prison % I live in tied accommodation % Prefer not to say % Total % 14

15 Ethnicity of respondents Response Count Response Percent White (CHOOSE ONE BELOW): 35 English / Scottish / Welsh / Northern Irish / British % Irish % Gypsy or Irish Traveller % Any other White background % Mixed / Multiple Ethnic Background (CHOOSE ONE BELOW): 4 White and Black Caribbean % White and Black African % White and Asian % Any other Mixed / Multiple ethnic background % Asian / Asian British (CHOOSE ONE BELOW): 5 Indian % Pakistani % Bangladeshi % Chinese % Any other Asian background % Black / African / Caribbean / Black British (CHOOSE ONE BELOW): 18 African % Caribbean % Any other Black / African / Caribbean background % Other ethnic group (CHOOSE ONE BELOW): 3 Arab % Any other ethnic group % Prefer not to say % Total (excluding discredited data) % 15

16 PROBLEM AREAS AND HOW PEOPLE DEAL WITH THEM Whether respondents have experienced any problems in the last year with any of the areas specified Problem/issue with Response Count Response Percent Immigration or nationality % Problems with the Police or criminal proceedings % Discrimination at work, school or elsewhere % You or your child's education or school % Legal action involving a civil court or tribunal % Tax % Buying goods or services including scams % Housing issues % Problems with neighbours/community members % Problems at work / with your employer % Accessing health or caring services % Family or relationships % Welfare benefits - claiming or being paid % Debts or meeting bills % None of these % Total number of issues % 16

17 For those who said they had experienced at least one problem in the last year: (a) How confident respondents felt about sorting out the issue(s) themselves (b) What particular things were an issue (or not) when people were thinking about how to deal with the problem Yes Yes No No (%) Total (Count) (%) (Count) Knowing how the system works 1, % % 1,676 Handling the paperwork and forms % % 1,646 Dealing with staff or authorities face % % 1,574 to face Communicating by telephone % % 1,560 Communicating by letter % % 1,535 Using and online services % 1, % 1,478 (c) Whether any of the problems were still ongoing 17

18 (d) Whether any of the issues made the respondent or those close to them feel anxious, ill or worsen any existing illness SEEKING ADVICE (OR NOT) AND CONTACTING ADVICE AGENCIES For those who said they had experienced at least one problem in the last year: (a) Whether respondents tried to get any advice, help or support to deal with the issue(s), including from family or friends 18

19 (b) If they did seek advice, where they looked for it Response Count Response Percent A free advice at court scheme % A religious institution eg a church, mosque, synagogue or a representative of one % Other professional eg an accountant or a trade union % DWP or JobCentre Plus % Other (please say) % A telephone helpline % A solicitor % A community group or other voluntary sector % organisation Leaflets, books, 'how to' guides or other written % materials The council / local authority or someone employed by % them My doctor or other health professional % An advice centre eg a Citizens Advice Bureaux, Law Centre or other independent advice agency % Family and / or friends % The Internet % Total number of options selected by participants % 19

20 (c) If they did seek advice, whether they think they got all the advice, help or support they needed to deal with the issue(s) For those respondents that didn t look for any advice to help deal with the issue: (a) The main reason why they didn t look Response Count Response Percent Other reason % Didn't need any % Didn't know where to get it from % Didn't know what I needed % Nothing was available at the times I would have been % able to access it Didn't have time to look for any % Tried once before and didn't get anywhere so I didn't % bother Thought it would sort itself out if I left it alone % I don't know % Total % 20

21 (b) Whether respondents think that if they had sought advice they would have had a better outcome Count Percent Yes % No % I don't know % 37% 32% 31% Yes No I don't know Total % The proportion of respondents who have previously contacted an advice agency for assistance eg a Citizens Advice Bureaux, Law Centre or other voluntary sector advice agency How people thought they would most likely contact such an advice agency if they needed assistance from them Response Count Response Percent Visiting them % Ringing them up % Writing them a letter % Sending them an % Contacting them through their website % Via social media eg Twitter or Facebook % I'm not sure % Total % 21

22 PERSPECTIVES ON FUNDING FOR ADVICE, INCLUDING CHARGING FOR ADVICE Whether respondents thought the general public will need more or less access to advice agencies like Citizens Advice Bureaux and Law Centres in the next five years? Count Percent Less access % I don't know % The same % More access % Total % Who respondents think should fund organisations such as Citizens Advice Bureaux, Law Centres and other independent advice agencies Response Count Response Percent Government % Local authorities / councils % The advice agencies themselves through fundraising % and donations The advice agencies themselves through being more % business-like General public paying for whatever services they use % The institutions that cause the problems eg through % delays, making mistakes or poor decision-making I'm not sure % Total % 22

23 What respondents would think if their local advice agency started charging for some aspects of its work eg so it could assist people at court or in tribunals Response Count Response Percent It's a good idea % It's a bad idea % I'm not sure % Prefer not to say % Total % If an advice agency decided it was going charge for some aspect of its work eg assisting clients in court or tribunal which method, if any, would respondents find the most acceptable Response Count Response Percent Charge a fixed fee / set rate for each case % Deduct a percentage of a client's award if the case is % successful Charge by the amount of work done so longer cases % would cost more I don't find any of these options acceptable % Prefer not to say % Total % 23

24 ONLINE ADVICE AND INFORMATION AND SOCIAL NETWORK USE How often respondents use the Internet, if at all For those who do use the Internet, how they normally access it How confident respondents would be using the Internet if they were trying to find information to help them deal with a problem 24

25 Whether respondents would you use an online directory to find local advice and information services if they knew one existed Whether respondents have ever used video chat services eg Skype or FaceTime Whether respondents have ever used web chat services eg MSN or AOL Messenger 25

26 Whether respondents have an address Which social networks respondents have used Response Count Response Percent Facebook % WhatsApp % Snapchat % Instagram % Pinterest % Google % LinkedIn % Twitter % 26

27 bigadvicesurvey.org.uk 27