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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Big Advice Survey Quantitative Data Summary The Big Advice Survey was conducted across the UK between 1 st December 2014 and 31 st March 2015. 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
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
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
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% 3113 6
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% 2539 7
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% 1777 8
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
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 0 1 4 2 0 Barnet 3 4 3 7 0 Bexley 2 1 2 5 0 Brent 0 2 2 5 0 Bromley 0 2 1 6 0 Camden 1 2 1 4 0 Croydon 1 5 9 18 0 Ealing 2 0 4 17 0 Enfield 2 0 4 2 1 Greenwich 1 4 2 6 1 Hackney 1 2 8 22 0 Hammersmith and Fulham 1 2 2 5 0 Haringey 0 6 12 26 1 Harrow 0 6 4 9 0 Havering 0 2 2 7 1 Hillingdon 2 1 0 13 0 Hounslow 2 0 4 26 0 Islington 1 2 2 24 1 Kensington and Chelsea 0 2 2 1 0 Kingston upon Thames 2 2 4 9 1 Lambeth 1 6 4 18 0 Lewisham 2 5 1 9 0 Merton 2 2 6 50 2 Newham 3 2 1 7 0 Redbridge 0 0 0 6 0 Richmond upon Thames 0 0 2 10 0 Southwark 0 2 7 14 0 Sutton 1 2 1 8 1 Tower Hamlets 3 3 3 6 0 Waltham Forest 0 1 3 15 0 Wandsworth 5 14 16 73 3 Westminster 1 1 3 3 1 Total 39 84 119 433 10
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 4 0.15% 16-24 110 4.16% 25-44 813 30.77% 45-64 1404 53.14% 65-74 231 8.74% 75 or older 34 1.29% Prefer not to say 46 1.74% Total 2642 100.00% 11
How many respondents have a partner Response Count Response Percent Yes 1602 61.22% No 908 34.70% Prefer not to say 107 4.09% Total 2617 100.00% How many respondents have children living in their household Response Count Response Percent Yes 831 31.95% No 1694 65.13% Prefer not to say 76 2.92% Total 2601 100.00% How many respondents consider themselves to have a disability Response Count Response Percent Yes 706 27.02% No 1818 69.58% Prefer not to say 89 3.41% Total 2613 100.00% 12
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 18 0.69% Yes 164 6.26% No 2325 88.71% Prefer not to say 114 4.35% Total 2621 100.00% 13
Which religion or group respondents identify with, if at all Response Count Response Percent No religion 1126 46.53% Christian (incl. Church of England, Catholic, Protestant & other denominations) 952 39.34% Buddhist 30 1.24% Hindu 13 0.54% Jewish 18 0.74% Muslim 48 1.98% Sikh 9 0.37% Other 112 4.63% Prefer not to say 112 4.63% Total 2420 100.00% Current employment status of respondents Answer Options Response Count Response Percent On a government work or training scheme 15 0.76% Temporarily away from work eg ill or on maternity 44 2.23% leave Prefer not to say 50 2.53% In education 57 2.88% Carer 66 3.34% Looking after home or family 79 4.00% Looking for work 122 6.17% Self-employed 209 10.57% Retired or semi-retired 387 19.58% Unable to work as sick or disabled 412 20.84% Working part-time 498 25.19% Working full-time 1138 57.56% Total 1977 100.00% Housing status/tenure of respondents Response Count Response Percent I own it outright 765 24.90% I'm buying it with the help of a mortgage or loan 905 29.46% I part own and part rent it (shared ownership) 46 1.50% I rent from the council 212 6.90% I rent from a housing association 263 8.56% I rent from a private landlord (including from a business or company) 542 17.64% I'm living with family 179 5.83% I'm living with friends 40 1.30% I have no fixed address / hostel / homeless / squatting 31 1.01% I am in prison 3 0.10% I live in tied accommodation 11 0.36% Prefer not to say 75 2.44% Total 3072 100.00% 14
Ethnicity of respondents Response Count Response Percent White (CHOOSE ONE BELOW): 35 English / Scottish / Welsh / Northern Irish / British 2234 81.38% Irish 64 2.33% Gypsy or Irish Traveller 4 0.15% Any other White background 158 5.76% Mixed / Multiple Ethnic Background (CHOOSE ONE BELOW): 4 White and Black Caribbean 10 0.36% White and Black African 5 0.18% White and Asian 15 0.55% Any other Mixed / Multiple ethnic background 22 0.80% Asian / Asian British (CHOOSE ONE BELOW): 5 Indian 28 1.02% Pakistani 13 0.47% Bangladeshi 4 0.15% Chinese 9 0.33% Any other Asian background 19 0.69% Black / African / Caribbean / Black British (CHOOSE ONE BELOW): 18 African 29 1.06% Caribbean 27 0.98% Any other Black / African / Caribbean background 8 0.29% Other ethnic group (CHOOSE ONE BELOW): 3 Arab 3 0.11% Any other ethnic group 13 0.47% Prefer not to say 80 2.91% Total (excluding discredited data) 2745 100.00% 15
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 61 1.04% Problems with the Police or criminal proceedings 102 1.74% Discrimination at work, school or elsewhere 200 3.42% You or your child's education or school 207 3.54% Legal action involving a civil court or tribunal 221 3.77% Tax 225 3.84% Buying goods or services including scams 314 5.36% Housing issues 326 5.57% Problems with neighbours/community members 352 6.01% Problems at work / with your employer 364 6.22% Accessing health or caring services 566 9.67% Family or relationships 582 9.94% Welfare benefits - claiming or being paid 625 10.67% Debts or meeting bills 756 12.91% None of these 954 16.29% Total number of issues 5855 100.00% 16
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 1,200 71.60% 476 28.40% 1,676 Handling the paperwork and forms 835 50.73% 811 49.27% 1,646 Dealing with staff or authorities face 795 50.51% 779 49.49% 1,574 to face Communicating by telephone 720 46.15% 840 53.85% 1,560 Communicating by letter 537 34.98% 998 65.02% 1,535 Using email and online services 415 28.08% 1,063 71.92% 1,478 (c) Whether any of the problems were still ongoing 17
(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
(b) If they did seek advice, where they looked for it Response Count Response Percent A free advice at court scheme 19 0.44% A religious institution eg a church, mosque, synagogue or a representative of one 50 1.17% Other professional eg an accountant or a trade union 113 2.64% DWP or JobCentre Plus 120 2.81% Other (please say) 159 3.72% A telephone helpline 167 3.91% A solicitor 209 4.89% A community group or other voluntary sector 211 4.94% organisation Leaflets, books, 'how to' guides or other written 230 5.38% materials The council / local authority or someone employed by 305 7.13% them My doctor or other health professional 451 10.55% An advice centre eg a Citizens Advice Bureaux, Law Centre or other independent advice agency 552 12.91% Family and / or friends 791 18.50% The Internet 898 21.01% Total number of options selected by participants 4275 100.00% 19
(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 71 15.43% Didn't need any 116 25.22% Didn't know where to get it from 61 13.26% Didn't know what I needed 32 6.96% Nothing was available at the times I would have been 38 8.26% able to access it Didn't have time to look for any 24 5.22% Tried once before and didn't get anywhere so I didn't 54 11.74% bother Thought it would sort itself out if I left it alone 37 8.04% I don't know 27 5.87% Total 460 100.00% 20
(b) Whether respondents think that if they had sought advice they would have had a better outcome Count Percent Yes 137 31.21% No 139 31.66% I don't know 163 37.13% 37% 32% 31% Yes No I don't know Total 439 100.00% 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 933 33.95% Ringing them up 776 28.24% Writing them a letter 27 0.98% Sending them an email 589 21.43% Contacting them through their website 297 10.81% Via social media eg Twitter or Facebook 27 0.98% I'm not sure 99 3.60% Total 2748 100.00% 21
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 43 1.61% I don't know 98 3.67% The same 135 5.05% More access 2395 89.67% Total 2671 100.00% Who respondents think should fund organisations such as Citizens Advice Bureaux, Law Centres and other independent advice agencies Response Count Response Percent Government 2188 35.39% Local authorities / councils 1627 26.31% The advice agencies themselves through fundraising 641 10.37% and donations The advice agencies themselves through being more 253 4.09% business-like General public paying for whatever services they use 199 3.22% The institutions that cause the problems eg through 1162 18.79% delays, making mistakes or poor decision-making I'm not sure 113 1.83% Total 6183 100.00% 22
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 514 19.10% It's a bad idea 1342 49.87% I'm not sure 793 29.47% Prefer not to say 42 1.56% Total 2691 100.00% 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 431 16.02% Deduct a percentage of a client's award if the case is 866 32.18% successful Charge by the amount of work done so longer cases 146 5.43% would cost more I don't find any of these options acceptable 1128 41.92% Prefer not to say 120 4.46% Total 2691 100.00% 23
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
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
Whether respondents have an email address Which social networks respondents have used Response Count Response Percent Facebook 1985 26.50% WhatsApp 955 12.75% Snapchat 214 2.86% Instagram 442 5.90% Pinterest 532 7.10% Google + 799 10.67% LinkedIn 1040 13.88% Twitter 1524 20.34% 26
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