What happens when you seek advice from EMMA?

Making the first step

Whether you contact us online, on the phone or by visiting one of our partners’ offices in person, you will be asked to provide some details so the person assisting you can find out if you have a debt issue and what support you require. This person may be a debt adviser, assessor, or a volunteer.

If you have a debt issue, you will have an assessment of your circumstances. This is an important step, which helps us understand the best way we can support you. If you’re worried about sharing personal information, you can ask the person helping you why they need the information, and you can ask to see the organisation’s privacy policy to find out how your details are processed and used.

After the assessment, we might suggest you can receive help in a number of different ways. Here are some of the ways you can get advice:

• Face to Face appointment – You might need or prefer to see a debt adviser in person. You will be provided with details of available appointment slots so you can choose the time and location that suit you best.  
• Telephone or Video appointment – You can get help on the phone from a debt adviser, or if you prefer, you may be able to access a video call to be able to see the person you are speaking to. The person assisting you will arrange for you to receive a phone or video call at an agreed time.
• Online – We might be able to provide you with support through webchat or email.
• Self Help – We might suggest where you can get the information you need to deal with the issue yourself. For example, we might suggest that you take a fact sheet, or look online and then come back to us if you feel that you need further help from a debt adviser.

Speaking to an Adviser

Talking about debts can be challenging for many people. It is helpful to understand that a debt adviser will not judge you or make you feel bad. They will be asking questions to explore your situation and help you find ways to manage your debts. All EMMA advisers are trained to deliver expert advice and their work is regularly assessed to ensure it is of a high quality standard.

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Information gathering

You will be asked for information about your debts, housing, family situation, income, and any assets you have. This will allow the debt adviser to make a thorough assessment of your situation.

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Completing a budget

This will help show how much money you have left after paying for the things you need and help you to plan your spending. The adviser can then work out how much you can afford to pay towards your debts.

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Maximising Income

The adviser will often check to ensure you’re getting all the income you are entitled to. This can include checking you are receiving all the benefits you should be and whether you could receive a discount on any of your bills.

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Finding solutions

Based on your budget, the adviser should be able to talk you through all of the options that are relevant to you and can support you in moving forward with whichever option you choose. Some of these options come with certain eligibility requirements and conditions, some of which involve insolvency, so it is important that you speak to a debt adviser when considering these options.