Locked Down Not Locked Out

The period of lockdown has provided a genuine opportunity to learn lessons for the future of advice services.

Our qualitative research highlights that:

Remote and face-to-face services are both useful and appreciated by clients; channel preferences depend on the client, their circumstances, and also on the type of issue for which advice is sought.

Face-to-face access, including outreach, remains the most appropriate channel for some core advice issues and tasks and the preferred option for many clients, particularly the most vulnerable.

Remote services, particularly telephone advice, can reach new clients and have advantages for particular groups of clients; people who are working, have caring responsibilities or mobility issues.

Additional resources are required to accommodate new remote clients, to continue to support clients in face-to-face interviews, and to integrate these service channels appropriately.

Scroll down for the short version and the full version of our research report.