Turn2us makes changes to helpline service

Following an internal review of the helpline, we are setting out our plans for the service’s future, which will see further investment in our digital services and partnerships with organisations that can deliver live telephone support.  

Our helpline will be available in its current form until November 2025, for those without access to technology or the internet. After this, helpline support will be available through our partners. 

Why has Turn2us conducted a review of its helpline? 

As the complexity and scale of financial insecurity in the UK grows, it’s vital that we regularly evaluate whether we are fulfilling our purpose, using funds effectively, and achieving the best outcomes for those of us experiencing financial insecurity. These questions were at the heart of our year-long helpline review, which aimed to understand the helpline’s effectiveness and establish what an ideal information service would look like. As part of the evaluation, we consulted people with lived experience of financial insecurity, and other charities across the sector. 

What did Turn2us learn from the review? 

From the review, we learned that the Turn2us Helpline delivers positive outcomes for a third of users (around 23,000 people). The remaining two thirds are either calling about an issue outside the helpline’s remit or need signposting to other sources of support e.g. Citizen’s Advice or a local authority.  

In contrast, our digital services reached 6.2 million people last year – including 2.7 million benefits calculations and 1 million grant searches. Following improvements to our website, 76% of queries are now successfully answered without the need for a live adviser. 

What does this mean for the helpline and where can people get support now? 

In light of our findings - and reinforced by positive discussions within the sector - we are redesigning the current helpline model to reach more people, achieve better value for money, and deliver even greater impact for people experiencing financial insecurity. 

To achieve this vision and future-proof our support offer, we will be moving to a new model of support, including further investment in our digital services, alongside improved referral pathways to other charities and organisations who are better equipped to deliver detailed, personalised helpline support – particularly for those who don’t have access to the technology or internet needed to access our online support.  

For those needing support now, most people can access the information they need on our website. The helpline will remain open for those who don’t have access to technology or the internet. 

What’s changing right now? 

In the first instance we’re making some changes to how we deliver the Turn2us Helpline, which will be rolling out over the next 12 months. The first step of this process has been a gradual reduction of the number of advisers working on the Turn2us Helpline. This has not resulted in job losses, at either our helpline provider or at Turn2us. Instead, advisers have been moved onto other helplines delivered by our helpline provider. 

We are also reducing the presence of the helpline on Google search, instead signposting people to our website, where people can get support and use our chatbot to help with practical information and signposting.  

By November 2025, we hope to have completed the transition to our new model of support, including options for those facing digital exclusion. 

We are excited by the opportunity to work in a more innovative, cost-effective and impactful way and we will keep you updated as our plans develop. If you have any questions about the changes to this service, please contact Contactcentreenquiries@turn2us.org.uk.