Manchester People - Issue 39, Summer 2009

The free confidential service offers specialist guidance covering everything from difficulties with a landlord, to benefits, tax credits, consumer problems and debt. It's another way the Council is lending a Helping Hand
to residents. Janet Reeder asks the questions...

How long have you been an advice worker?

Just over five years. Initially, I was a volunteer at the Citizens Advice Bureau and found I liked the work. I was later seconded to the department, and when the opportunity arose to apply for a job here, I took it.

Can people visit in person?

Yes. They can drop in to the Advice Centre in the Town Hall Extension or contact us by
telephone or email.

Have the types of calls you deal with changed much since the recession started?

Generally, we have seen an increase here. We are now seeing people who have lost their jobs and don't know how to access the benefit system, or who have debts they can't pay.

In what ways do you help people?

I do everything from helping fill in benefit forms, to debt management by writing letters to creditors. We also have specialists who
do court representation to assist people in mortgage repossession cases. You have to listen to people and you end up knowing quite quickly what help they need.

Do people feel worried when they come here?

Yes. Some people feel that being in debt is a criminal offence and they'll be jailed for it, but we'll reassure them and advise them about what is likely to happen and what options they have. There usually is a solution.

The ultimate fear is repossession. How likely is that?

There are a lot of steps that can be taken before it gets to that stage. We can help negotiate with a lender, and although there's often a repossession hearing, if a judge is satisfied a person can pay their mortgage and arrears within a reasonable time, then it can be avoided.

Are there any happy endings?

Yes. We get loads of happy endings. There is great job satisfaction helping people solve their problems. You may get a debt case where there is multiple debt and where you're writing letters to creditors on their behalf. We can negotiate and arrange a payment plan that people can afford to stick to so they can get themselves back on track.

I had a client who felt suicidal because they were being pursued by several debt collectors. The total debt was relatively low, below £5,000, but the difficulty was that once the client had arranged payment plans, some debts would then be passed to other collectors without warning or explanation, so the client was back to square one, having to negotiate another arrangement, which can be a lengthy and stressful process.

I successfully applied to the County Court for an 'administration order', which means the client can make just one affordable payment to the court each month for a total of three years. This limits their liability, but more importantly for the client, the creditors can't contact them. 

Mind your money: Lee's top tips

For help with any issues, you can contact Manchester Advice: 0161 234 5678 (Monday to Friday, 9am-4pm) email: advicekit@manchester.gov.uk Advice Centre, Town Hall Extension, St Peter's Square (Monday to Friday, 9am- 4.30pm and Wednesday, 10am-4.30pm).