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One Advice Group Colleague Survey is a Success!

The One Advice Group colleague survey results are in

We carried out the One Advice Group colleague survey last month for the third year running – and we had a really positive response from our people.

When we launched the #ExpressYourself survey, nearly a third of colleagues completed it in the first 24 hours. That was really encouraging to see and it showed that people really did want to share their thoughts with us.

It’s really important in the Group that we give everyone the opportunity to tell us what they think. This is part of our mission, vision and values. And continuously improving what we do doesn’t just help our colleagues. It’s also a benefit for our customers, affiliates and any other stakeholders.

Read more to find out some of the results of the One Advice Group colleague survey – and what we’re doing to value our people.

Biggest ever response

For the One Advice Group colleague survey 2017, almost nine in 10 employees completed the survey. This is the biggest ever response for #ExpressYourself and it was a really positive reaction. It means the people in the One Advice Group are really engaged and see the value in the feedback they give us.

Responses were provided from colleague to director level, showing that everyone wanted to get involved. And when we compared the results of the One Advice Group colleague survey 2017 with the 2015 survey, they showed we had improved in all areas measured.

It was also great to see that the vast majority of colleagues say they care about how our customers are treated. In fact, 98% of our colleagues say they agree or strongly agree with the statement. This is definitely positive as it shows that we’ve got the right people on board to shape the future of the business.

There was a real mix of people who responded to the One Advice Group colleague survey as well. In fact, nearly a third of respondents say they have been here less than two years.

It’s really important that we have input from the whole spectrum of our colleagues. That way, those who have been here for a longer time can see what we’re doing right since our FCA authorisation – and our new colleagues can bring fresh ideas about what we can do to improve.

Our next steps are to make recommendations and form action plans with each department to make specific improvements. By doing this, we can be sure that we target changes in the right areas.

Solutions from Listening Groups

After the One Advice Group colleague survey, we’re now carrying out Coffee Sessions and Listening Groups to get feedback from our employees. This will allow colleagues to expand on the responses they gave in the survey. And this means we can all work together to improve the One Advice Group.

We really want to encourage all colleagues to submit solutions that work for the whole business. We value everyone’s opinion and by opening the floor to feedback in this way, it means we can source really innovative ideas to make things better for everyone.

Want to see more about what we’re doing for our colleagues? Keep an eye on our One Advice Group LinkedIn page or our One Advice Group Glassdoor page for updates.

Independent review into debt advice sector seeks evidence

Evidence for debt advice funding review

An independent debt advice funding review is looking at the current debt funding model to see if anything should change. It will focus on the issues that those with money worries face to ensure they get the support they need.

And now, the review is calling for evidence to support its research into debt advice funding. This means that any recommendations will have the data to back them up. And this will help customers get more positive outcomes.

We’ll take you through the debt advice funding review so you understand why it’s happening. And what’s more, we’ll also explain how it can help consumers.

Why is there a debt advice funding review?

The purpose of the review is to take a closer look at debt advice funding. It’s a response to the increasing demand for debt advice as well as the growth in unsecured borrowing. The Money Advice Service (MAS) is behind the review, and it wants to make sure that there’s enough advice to meet needs.

The focus of the review is:

  • how much debt advice consumers need now and will need in the future,
  • the cost of this debt advice,
  • where the funding should come from for debt advice,
  • benefits of the current debt funding structure and any improvements needed, and
  • how the debt advice sector will incorporate any changes required.

Peter Wyman CBE is leading the independent debt advice funding review. He was a senior partner at PwC for several years and was also President of the Institute of Chartered Accountants in England and Wales. His report to the Debt Advice Steering Group, HM Treasury and the FCA is due in July 2018.

What the call for evidence means

This new request will allow any relevant parties to submit evidence about the current picture of the debt advice sector. It should help to give an overview of the people currently getting debt help, the demand for this and its funding.

According to Wyman, “there is a widespread view that funding arrangements for debt advice need reconsideration.” Hopefully seeking evidence from experts on the debt advice sector will help to address any issues with the market. This should also mean that people actually dealing with those in debt have a say about how help gets funding.

Andy Briscoe, chair of both the Money Advice Service and the Debt Advice Steering Group, said: “Each year 1.5 million people seek help from the debt advice sector to cope with over-indebtedness, and these numbers are likely to increase.

“Meanwhile, the current sources of funding for this vital service are coming under pressure.”

If you have any evidence to submit to the review, you can do this by emailing MAS before December 8 2017 at debtadvicefunding@moneyadviceservice.org.uk

Growth and Personal Development at the One Advice Group

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The theme for last years #ExpressYourself survey was Growth.

To get feedback on how important growth and personal development is to colleagues we asked the following questions:

  • Do you want to develop, learn and grow?
  • Do you, your colleagues, team members and friends at work want to know more about the opportunities for growth?
  • Have you discussed and identified areas for growth in your personal development plan?
  • Do you sometimes struggle to explain development opportunities to your colleagues?
  • Do you want some ideas as to how you can demonstrate growth as part of your one-two-one?

69% of colleagues believed their manager encouraged and supported their growth and 43% believed they were encouraged to grow and develop.

A new approach

As a result of colleague feedback, within the last year there has been a new approach to the way training is created at the One Advice Group by introducing modular based training.

This means that all training modules are designed to be “off the shelf” and form part of a new starter’s journey into their role and on-going development.

Challenging conversations

Each month all Team and Senior Managers at One Advice Group are invited to attend a classroom based training session led either in house by HR and the Learning and Development Team or by Wirehouse, our HR Solicitors. The sessions include a number of soft skill and HR related subject matter.

Challenging conversations

In July the Group ran a course on Challenging conversations. This focused on why conversations can be difficult and how to structure the conversation effectively using questioning and listening skills. The managers were also given real-life scenarios on a number of potentially difficult subject matters such as inappropriate clothing and mis-use of social media, to discuss best practice techniques.

A range of different tool kits have also been devised so that Coaches and Managers can support customers and colleagues with things like dealing with mental health issues and how to embed vision and values.

Annual refreshers

As part of our regulatory requirements all employees at One Advice Group complete monthly training and an online assessment on a number of important subjects. In July all colleagues completed their data protection module to refresh the data protection principles, sensitive data and the consequences of non-compliance. It is also signposts risks such as phishing, and what colleagues individual responsibilities are when it comes to protecting the data of both our customers and creditors.

Here’s what colleagues have to say

Natalie in Compliance: “I liked that it was fun and interactive to keep us engaged in the training whilst delivering the key message about DPA.”

Leigh in Operations: “It has reminded me the importance of all aspects of DPA in doing my job and how I can apply these to my role.”

Susan in Operations: “Just the right level of information and length of session. The professional trainer engaged the group and imparted the information in a knowledgeable and fun way.”

Brian in MI: “Paul kept us all engaged and most importantly he made a subject that can be boring FUN, this is the key to helping people firstly pay attention and also learn is it make it fun.”

Elli Smithson in Change Management: “The trainer was excellent, her delivery was witty and concise. The materials varied to meet different styles.”

John in MI: “A good refresher on what I had learnt previously but probably forgotten. I also learnt some new things from the trainer and the other learners, as the session was open to the floor for input.”

Bernie in Open-Door: “This was a great refresher session as it enabled me to liaise with other managers and hear their views. It also enabled me to look at my own strengths/development areas of this subject by bringing to life a variety of scenarios.”

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Aspire to be a Team Coach?

This year we have also updated and improved our Team Coach Development Scheme, the newly titled Aspire. This training is designed to bridge the gap between an advisory role and the team coach role by looking at subjects such as Coaching and Feedback.

 

One Advice Group is Accredited as a Living Wage Employer

Living Wage

The Living Wage Foundation recognises and celebrates the leadership shown by Living Wage Employers across the UK. Together we believe that work should be the surest way out of poverty. https: //www.livingwage.org.uk/

Following last year’s, group wide review of salaries, rewards and recognition, One Advice Group is proud to announce that we have received official recognition as a Living Wage employer. It means we’ll be flying the flag and celebrating this by adding the logo to our websites and emails shortly.

What’s the UK Living Wage?

In London it’s £9.75 per hour to reflect the higher cost of living facing families and it’s £8.45 across the rest of the UK, including Scotland and Wales – which is 17% higher than the governments minimum for the over 25s. However 1 in 5 people are still paid less than the real living wage.

What other companies pay Living Wage?

IKEA, Aviva, Nationwide Building Society, Oxfam, Nestle, National Express Buses, several football clubs including Everton and KPMG – there are over 1000 in London alone and more than 3000 accredited across the UK.

 In keeping with our Vision and Values

Being a Living Wage employer fits with the groups vision to be an employer of choice and it’s the right thing to do. It also sends a signal to our customers and partners that One Advice Group is a fair and modern employer. As many employers already accredited know, the benefits are clear – including increased productivity and reduced staff turnover.

In work poverty

Low pay is one of the main drivers of in-work poverty. In December 2016, the New Policy Institute conducted some research for the independent Joseph Rowntree Foundation https://www.jrf.org.uk/ and found that 1 in every 8 workers in the UK or 3.8 million people, is now living in poverty.

A total of 7.4 million people, including 2.6 million children, are in poverty despite being in a working family. This means that a record high of 55 per cent of people in poverty are in working households.

“Having recognised that a large proportion of our customers rent, are paid low wages or have zero hours contracts and are trying to manage with cuts to benefit payments the Group appreciates the need to support the Living Wage movement.” Darren Smith, Group Commercial Director One Advice Group.

Claire Merton, HR Director also commented: “I’m delighted that One Advice Group is now fully accredited as a Living Wage employer. Our dedicated staff are at the heart of our mission to deliver sustainable financial wellbeing and this marks a commitment to both our customers and employees.”

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Reward and Recognition at One Advice Group and Harrington Brooks

Read about the Poverty Alliance

The improvements keep on coming as a result of #ExpressYourself

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Savvy spending

We now have The One Card for all colleagues in the One Advice Group which offers discounted rates that have been negotiated with some of our local partners, stores and Chamber of Commerce network.

Not only does this help our 365 employees support the local economy, part of our commitment to Responsible Business, but it also means colleagues get handy discounts to help them save and be money savvy.

Coffee, carpets and clothing is now cheaper for colleagues as is servicing their cars, servicing their boilers and training sessions for photography and personal development.

When colleagues came together for the annual Group wide communications brief, they received a card with a link to the intranet informing them all about it.

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Enhanced holiday buy scheme

We’ve also updated the Holiday Buy Scheme to a salary exchange agreement, which potentially means colleagues they pay less National Insurance Contributions (NIC).

This year colleagues have the opportunity to buy 3 extra days with the deductions taken over different months to ensure their end of month salary is not detrimentally affect.

The Group appreciates that work life balance is important.

Reward and Recognition at the One Advice Group

Living Wage

In the annual #ExpressYourself colleague survey, reward and recognition is always a contentious topic. It’s not something the Group have shied away from discussing and there’s been some really positive actions taken as a result of listening to the colleague voice.

Last year 32% believed they were paid fairly for the work they do.

  • So there was a review of the pay bands to benchmark against market indicators and a small group of colleagues were identified to receive an increase.
  • As a result it was also apparent that the Group pay in line with the Living Wage, meaning that we can now proudly display the logo as a committed supporter and member. Living Wage Employer
  • We also reviewed and implemented an enhanced performance related pay scheme which culminated in those rated ‘exceptional’ receiving a higher increase in salary.
  • In April a review was conducted of the Groups maternity and paternity pay which resulted in enhanced payments to reward loyal employees with over 2 years and 5 years’ service.

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The survey also revealed that 45% of colleagues believed they were recognised for their achievements and contribution.

And 52% stated they thought One Advice Group has a culture that recognises and celebrates success.

The survey indicated that colleagues thought the Group don’t do enough about recognition – for example with simple thank you’s – so in consultation with the Team Managers, we launched some recognition cards. These are to support our values and also allow ‘in the moment’ recognition. We now have a draw every month and 4 cards are picked at random from an average of 50 cards received per month. The lucky colleagues that are chosen win £25 of Love to Shop vouchers.

We also supported the launch of the ABCD awards in Operations and IVA, our two biggest departments, linking it to the Star of the Month awards. The recognition criteria is linked to our mission, vision and values, celebrating colleagues that go above and beyond in their service provision to customers.

 

It’s #ExpressYourself time again

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Until the 18th August colleagues across the Group will be expressing their opinions about life at One Advice Group in our annual colleague survey, #ExpressYourself.

Some key stats and commitments came out of last year’s findings, so today’s blog focuses on wellbeing.

Last year 51% of colleagues believed that “the organisation cares about my well-being”

  • To improve this there was a focus on January being a month of wellbeing in which the Group provided health checks, boot camps, nutrient advice and a stepping challenge for colleagues. 80% of colleagues got involved.
  • And a commitment was made to support Mental Health Awareness week annually, included linking activity to our Employee Assistant Programme – Health Assured. As a result the Health Assured website attained 391 hits from colleagues at the One Advice Group.

Head of Marketing, Jodi Hamilton, said: “Wellbeing month was great – it was very engaging. Many of our colleagues linked our Fitbits, Strava, Runkeeper exercise/step counters to an app called My Virtual Mission and challenged ourselves to walk from Manchester to Madrid, 1296 miles away.

“People were swimming, cycling, running and walking like mad to get us there. Each morning we eagerly checked out our progress via the app then chatted about it at work. Without really intending, it really got me involved and made slogging off those extra pounds from Christmas much easier.”

 

The annual colleague survey gets underway at One Advice Group

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This week, for the third year running, the One Advice Group are launching #ExpressYourself the colleague survey; and within 24 hours 30% of colleagues have completed the survey and started to communicate their thoughts.

There’s a shared responsibility across the Group to give everyone the opportunity to have their say, in keeping with our mission, vision and values. #ExpressYourself demonstrates the listening that facilitates continuous improvement for the benefit of our customers, affiliates, stakeholders, and importantly employees.

Claire Merton, HR Director commented: “#ExpressYourself is a brand that is now known for making changes. We’ve reviewed remuneration and ensured we meet external benchmarks, we’ve enhanced maternity and maternity pay, our colleagues get their birthday off as a day’s leave and we have regular coffee sessions with our Executive team, to name only a few changes that have come about because of the #ExpressYourself survey.

“Our survey is supported and developed by colleagues from across the business, it isn’t owned by the management team, and it’s a survey for our people designed by our people. However, the commitment from the management team is to bring about change for the good of our people, improving how our colleagues feel about coming to work and ultimately achieving better outcomes for our customers.

“We’re excited to see the results at the end of the next few weeks and our looking forward to our listening groups in which we’ll talk to our people about the plans we’ll create and deliver.”

The survey focuses on some key areas such as wellbeing, reward and recognition, pay and benefits, the toolkit colleagues have to hand, our commitment to continuous learning and development, colleague engagement and responsible business.

All this week colleagues will be blogging about #ExpressYourself and our social media channels will be full of their pics, snippets and thoughts.

Read more  One Advice Group LinkedIn and One Advice Group Twitter

One Advice Group also has a Glassdoor page One Advice Group Glassdoor where we embrace reviews, ratings and questions.

Money Advice Service launches strategic creditor toolkit

The Money Advice Service has created a strategic toolkit to improve creditor best practice for people in arrears. Entitled Working collaboratively with debt advice agencies, the document should create consistency between creditors to ensure best practice prevails and that customers are treated fairly.

It’s a comprehensive document designed to benefit both creditors and debtors. Hopefully, it will lead to closer links between debt advice agencies and creditors. And this should ensure more support for customers who are struggling.

Let’s take a look at what the Money Advice Service toolkit covers and how it can help.

How the Money Advice Service toolkit can help

According to the Money Advice Service toolkit, creditors who work directly with debt advice providers achieve fairer outcomes for customers and better customer engagement. It also makes for more sustainable solutions in which customers are less likely to fall behind with payments, having had access to debt advice.

One case study showed British Gas customers who were also StepChange customers. It found that 97% of clients remained up-to-date with payments after seeking advice and they were less likely to go into arrears. And when they did fall behind, they would owe less on average.

The report also suggests seven steps for creditors to work more closely with debt advice providers. These guidelines can help make sure they’re doing the right thing for customers.

These steps are:

  1. tracking how debt advice can benefit customers,
  2. using the Standard Financial Statement when assessing a customer’s affordability,
  3. signposting appropriate customers towards relevant debt advice services,
  4. getting an overview of what happens to customers after debt advice,
  5. having daily contact with debt advice providers,
  6. targeting specific customers for debt advice intervention, and
  7. following the Money Advice Service guidelines for ‘Supportive Creditor Standards’.

The toolkit also discusses how the Standard Financial Statement should help improve customer outcomes. It means that creditors and debt advice agencies are able to assess customer affordability more consistently. Creditors can also accurately work out whether to lend to a customer or not and debt advice agencies can create sustainable, resilient solutions.

When the Standard Financial Statement rolls out across the industry in April 2018, we should see creditors start to work towards the same standards – and this should help customers to avoid taking on debt they can’t afford.

You can take a look at the Money Advice Service toolkit in full here:

MAS – Working collaboratively with debt advice agencies

You’ll soon be able to get debt, money and pension advice from one place

A new Financial Guidance and Claims Bill was just one of the announcements in the recent (21 June) Queen’s Speech.

The Bill will create a new financial advice body to provide debt advice, money guidance and pension guidance from one place. This means existing services for these areas of advice will be combined, so consumers can find them in one place. Currently, there’s no date for when this financial advice body should be in place.

It will also mean that the Financial Conduct Authority (FCA) regulates claims management companies, and the Financial Ombudsman Service (FOS) will now handle complaints.

We’ll take you through what this means for our industry and for consumers.

A new financial advice body

The Government first announced that it would scrap the Money Advice Service (MAS) in March 2016. At this time, it also said the Pensions Advisory Service (TPAS) and Pension Wise needed restructuring.

With the new financial advice body, customers should receive a more consistent service when they’re seeking help or advice on debt, money or pensions. Hopefully, it will also mean better value for money as there won’t be three services to cover similar areas.

It also means they’ll be able to access all three of these services from one place. This will make the new financial advice body a centralised ‘hub’ for all advice related to money.

The single financial advice body will be funded by existing levies on the financial services industry, and on pension providers.

Claims management regulation

The Financial Guidance and Claims Bill will also mean that the FCA will regulate claims management companies. This includes companies who manage PPI claims, care home charges and bank charges.

Currently, the Government says that 76% of the public don’t believe that claims management companies tell the truth to their customers. This could be due to a number of claims management companies not providing a good service to consumers.

This will also allow the FCA to cap claims management companies’ fees to customers. This should mean a fairer service for consumers. It should also ensure a more robust authorisation process for new firms looking to enter the market.

Will the Financial Guidance and Claims Bill help?

We welcome all additional governance within the financial services market. We also think that the Financial Guidance and Claims Bill will mean more effective signposting and outcomes for customers and will ensure that they receive a better service.

The new single financial advice body will mean a more consistent experience for customers looking for debt and pensions advice, and guidance on money in general. It’s important that all customers get the help they need to tackle any financial issues they might be having, and that they’re supported to avoid and resolve debt related issues.