What we cover
We select topics that get lots of queries on our website, or based on what staff in advice agencies up and down the country tell us are the most common issues people raise with them.
Our information and guides are on your side. They include real-life stories and top tips from people who have been through the same thing, so that you can benefit from their experience. We write in a way which is easy-to-follow and understand, but we make sure that our guides include the detail you need to make a decision about what to do or how to follow a process.
If we find there are already lots of resources on a topic, we don’t recreate them. Instead, we review them for you on our ‘Chosen for you’ pages, and signpost you to the most helpful content and organisations.
Working with experts and our users
When we start a new advice guide we set out who we will work with to help make sure that the information we produce is accurate and covers what you need to know in the way that you need it presented.
Often we will test a draft of new or updated guides with a panel of volunteers. These may be people with professional expertise, for example, advisers, lawyers, community workers or housing officers. Or they might be people with lived experience of the issue.
We take active measures to make sure that groups who may be underrepresented otherwise, hear about the opportunity to take part in testing, and that their accessibility needs are met.
Feedback from the panel is incorporated into a new draft of the guide. This way we aim to make our guides as helpful as they can be. Once we have a final draft, it is sent to an independent peer reviewer. This is usually a lawyer with expertise in the topic, who reads through the guide to check that it is accurate.
You can trust our advice guides because they have been tried and tested before publication, and build on years of feedback and evaluation of similar advice content.
Help us make our content better
Tell us what you think
You can tell us what you think about our content on each of our information pages. It is so helpful for us to know how to improve, or what is working well, and we read all of your comments.
Sharing your comments really benefits other people as they can see that the content is helpful. We only share if you say that is ok, and we don’t use anything identifiable.
It is really important for us to get your feedback to show funders. We need to give them evidence of how vital our service is, who we are reaching, and how it helps.
Our approach
Our approach is underpinned by two key principles that we have researched and refined over the years:
We work with a range of organisations on writing better information, and delivering people-first digital services - get in touch if we can help you.
