Share on:

calendar16 April 2021

Author: Kate Dykes

Making that first call for debt help

Making that first call for debt help

This post is about CAP’s Debt Help service. For free, professional debt help, give us a call today on 0800 328 0006.

We want your first phone call for debt help to CAP to be as easy as possible. To help you put a face to a name, we'd like to introduce you to Bev, one of our New Enquiries team members. We asked Bev what it’s like taking those first calls from people, and what you can expect to hear on the other end of the line.

Hi Bev! Tell us a bit about yourself.

I’m 62 and married with three daughters (my husband Simon and daughter Helen work at CAP too). I love family time, reading, pilates, good meals, films (especially Lord of the Rings), music, dancing (only at weddings these days), sunsets and nature.

How did you hear about CAP?

I heard through church back in 2007. We were fundraising for CAP and I was immediately drawn to the charity. We were in debt ourselves and had some help from CAP. I experienced in person what a hope-giving service they provide, and I desperately wanted to do the same for others. I’ve been here 12 years now and I still love it.

What's it like answering the phone to people who call for debt help?

A lot of people are very nervous when they call. Some have even waited years to pluck up the courage to call, so I know that being their first point of contact at CAP is a big deal.

It's great when you can tell that they feel there is hope and a light at the end of the tunnel.

Some people seem very downtrodden, so empathy and a bit of kindness goes a long way. We let them know we genuinely care about them. You can often feel the relief in their voice as the call goes on and they often say they feel a lot better just for calling in.

It’s a real privilege and I thank God everyday for my job. I love taking calls and having the chance to welcome people into CAP and to show them God's love. It’s humbling to know that God trusts NET to do this!

How many calls have you taken during your time working here?

I’ve taken approximately 65,000 calls.

What happens on the call? How do you find out if CAP can help?

The main thing that we check is whether we have a centre that covers your area. If we do, we book in your first appointment with their local Debt Centre.

If we are unable to help, we will always signpost you to other reputable organisations such as StepChange, PayPlan or Citizens Advice. If you are feeling unsure about whether we can help, give us a call anyway and we can always help point you in the right direction to get help elsewhere.

What questions do you ask people?

We ask some basic questions about you and your current situation, such as your name, contact details, whether you rent or pay a mortgage, your source of income and a bit about what kind of debts you have. We’ll also ask if you have a partner, as we always work with couples together.

Do you only help Christians?

No! We help everyone regardless of religion, gender, sex, age, ethnicity etc. We offer the same caring and professional service to everyone. We give people a non-judgemental, friendly warm welcome, hopefully make them feel at ease and let them know that there is a way forward!

I do explain that we are a Christian charity, and that we are happy to pray for you if this something you’d like us to do, but there’s never any pressure and I’ll never push prayer on anyone who doesn’t want it!

Does it matter how much debt people have, whether too much or too little?

Not at all. I have people call for debt help with only a few hundred pounds of debt who were really stressed and physically or mentally struggling, with no support network, so CAP was able to come alongside them and really give them a hand to reduce their stress. 

Sometimes having a small amount of debt would lead to us suggesting one of our other CAP services, which are the CAP Money Course,, Life Skills, Job Clubs or Fresh Start.

Many of our clients go through a repayment plan, or those with larger amounts of debt may go through DRO or bankruptcy.

How do you make sure someone's information stays secure and confidential?

All the information you give us is securely stored on our systems. We have extensive security measures in place in order to keep your information confidential. To read more about our privacy policy please take a look at our privacy notice.

What would you say to someone who is thinking about making that first call for debt help to CAP?

Don’t be afraid! We are a really approachable and friendly team. The booking process is short and uncomplicated, and hopefully there will be a local CAP centre to provide you with face-to-face, ongoing support (depending on Covid rules). I know it’s worth that call because I was once making the same call!


Hopefully hearing from Bev has given you some insight into what to expect when you call for debt help and put your mind at ease.

Please don’t hesitate to give us a ring on 0800 328 0006 and ask for debt help if you are feeling overwhelmed by debt.

We look forward to chatting to you!

Read more blogs