Debt Management Composition and Perceptions

This research will be composed of a telephone/web survey with 4000 participants followed by around 30 qualitative telephone/video interviews with DWP Debt Management customers, both on- and off-benefit. This research will focus on three key areas:

high-level demographic and financial characteristics, including debts owed to non-DWP sources and repayment amounts.

perceptions and understanding of debts owed to DWP, how it interacts with other expenses, and Debt Management's existing recovery and relief powers.

debt support and communication preferences. This broadly includes experiences of seeking debt and financial help from DWP and external providers, communicating with Debt Management, and ideal channels for communication in the future.