Feeling a bit judged by Step Change but don't know if it is just my imagination!

wanttoseethelightbutsickofthetunnel

Hi all,

I've recently contact Step Change for support with my debt and they have recommended a DPP (Scotland based only plan) I do believe it is the right option for me and I've been busy over the past week or so gathering together all of the different information they need, which is a lot but I understand why and I'm keen to get it all across to them asap. They then submit my application for a DPP and if accepted (I'm not sure in what circumstances they are not accepted?) they contact my creditors to arrange a payment plan. It looks as though I can potentially be debt free in under 2 years although obviously I will have to live with the impact of a DPP for much longer - 6 years on my credit file and I assume the future doesn't look bright in regards to a mortgage (I private rent just now) but they way I see it is my credit score has already taken such a hit that the DPP is probably the lesser of the 2 evils and means I can try and get back on my feet quicker.

I have spoken with two Step Change advisors over the phone - both who were very helpful - especially the first person. Spoke to me at length, answered my many questions etc.

It looks as though now I've been assigned someone to deal with my case specifically as it has been the same person responding to my emails for the past week - I understand that tone through emails and messages etc. can be easily misinterpreted but I haven't felt supported at all through my interactions with this person. Not that I expect to be handled with kid gloves - this is all my own doing - but I certainly don't feel the supportive charity, we are here to help you vibe through these emails! They are short and snippy and I'm now thinking has the person went through all my bank statements and is now judging me? This is really how I wanted to start this journey - I wanted to feel supported as I'm alone in this in terms of friends and family but I don't think I'll be getting support from this person. Best I can hope for is the DPP is accepted and put into place asap so I can start tackling this debt.

Has anyone had any experiences with Step Change?

Thanks! 

peb

I suggest you post this in the main debt free wannabe board - you are in the diaries section.  There's a lot of help there

 @enthusiasticsaver could you maybe move this?

A lot of people are with stepchange and hopefully will be able to reassure you

enthusiasticsaver

I have moved this for you. 

theoretica

Snippy rather than just overworked and curt because it is faster?

Jude57

It's hard to tell without seeing the emails (I'm not asking OP to post them) but what I would say is that sometimes, those dealing with clients day in, day out, covering the same situations time after time, forget that for the client, this is probably their first time dealing with their debt situation. The adviser might not realise how their emails are coming across or the OP could, understandably, be a bit 'sensitive' about their situation orca combination of both. Or the adviser might be having a bad day, or possibly, not be very empathetic.

 In any event, if OP has concerns about the tone of communication from StepChange, I'd recommend they ask to speak to a team leader and explain their concerns. While quality monitoring is a high priority for team leaders, it's simply not possible to monitor every call, web chat or email so it's important to bring to their attention any concerns so that they can be addressed.

sourcrates

I wouldn`t overthink things if I were you, the debt charities deal with a lot of people on a daily basis, they can be very busy, the advisor may be helping several different clients at once.

Its a bit like on these boards, I can find myself answering a dozen or more posts a day, when your multi tasking, short, sharpe responses can be the norm, its not personal, occasionally you find yourself repeating the same thing, over and over again, to different folk, it can be repetitive, and occasionally you take steps to compromise on this.

Support is one thing, but remember to them its just a job, debt is a fixable problem by the appliance of a logical solution, once you`ve found your solution, run with it, and all should be well.

If its support you need, that`s why we are here, we have a dedicated DMP support group, where people can share there experience's, ask questions, share their story etc etc.

Stepchange are essentially a business, where the time given to clients can be quite limited.

wanttoseethelightbutsickofthetunnel

Thanks all for your responses. All valid points. I suppose it’s just because there seems to be a stark difference between the phone support and email support and when I ask questions via email, the responses from this person do feel punitive at times. I don’t believe I’m fully imagining it (I send hundreds of emails a week in my job and don’t believe I ever lose my sense of support) but as someone said I may be looking too much into it and I suppose the important thing for me to focus on is getting all of the documents across so that this can move forward. It is perhaps an element of fear for the future as well. It is the right decision but it’s upsetting because you then need to face upto the hole you’ve dug yourself over the years and there not one soul who knows about it so it’s lonely. I so hope the DPP application is accepted (I can’t think why it wouldn’t be but I know it has to be sent off by the SC advisor first) and then I hope it doesn’t take too long to get it in place. I understand it can be a long process. I will just need to be patient. I have been given a breathing space by my creditors for now. I want it in place. Just now it feels like limbo. Thanks again. 

wanttoseethelightbutsickofthetunnel

Also where can I find the DMP support group? Thanks. 

Grumpelstiltskin

wanttoseethelightbutsickofthetunnel said:

Also where can I find the DMP support group? Thanks. 

It's here, at the top of this section.

DMP mutual support thread part 13 !! - Page 439 — MoneySavingExpert Forum

sourcrates

Just one more thing, the future is what you make it, your credit file only shows negative information for 6 years, after that its expunged, this is so that no one suffers any longer than is necessary.

There is no reason why you cannot have a mortgage in the future, no reason whatsoever.

moving_forward

The support group is here by posting on this site. Asking for help. Asking for a friendly "ear". Read some of the diaries and you will see the kind of support there is on this board. Good luck on your journey 😊