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S G

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Review of the StepChange, Debt advice:

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Need Better Support for Disabled People

It was a very rocky start, very frustrating and extremely stressful on top of an already awful situation. I am disabled, phone calls are physically and mentally challenging for me. StepChange is very limited when it comes to accommodating disabilities, but also just acknowledging them. When submitting my budget it took multiple weeks to get through because someone kept flagging the low amount budgeted for food. Having no income and a disability that means you can’t cook or wash up really does limit what you can eat. I was put in a position where I had to explain that multiple times and only when I submitted a formal complaint did my case progress. Months had passed and this caused further stress as my debt then passed hands, further delays. However, once the ball finally got rolling and a plan set up, it was a much better experience. Dealing with the Settlements team was a breeze, they were more accommodating to my disability. I do recommend StepChange however it’s my opinion that further support needs to be considered for disabled customers, especially as they are at a significantly higher risk. Reviewed on: 27th May 2026

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