Case supervision and file reviews
We have held the Advice Quality Standard (AQS) in debt and benefits since 2012 and have fully embedded the Money and Pension Service (MaPS) Debt Advice Standard to ensure compliance with FCA-regulated activity and good practices for delivering debt advice. In 2024, we were commended for our case supervision and file review structure in our AQS audit.
What is case supervision?
Case supervision is a structured process that allows a team to reflect on and improve the quality of their work. It provides a supportive space where caseworkers can review their decisions, discuss complex cases, and receive constructive feedback from experienced supervisors. This approach not only enhances the quality of service for clients but also supports the professional development of staff.
A robust and supportive case supervision process significantly enhances the quality and consistency of benefit and debt advice services. It helps identify service issues and provides practical support to advisers, including line managers who may not be experienced, debt and benefit advisers. By addressing issues early and offering ongoing support, will ensure clients receive the best possible service.
Having the right case supervision and file review procedure will:
- Enhance accuracy in financial statements and debt advice
- Give greater consistency in case documentation and file management
- Improve adviser confidence and capability in handling complex cases
To find out more about receiving this service contact quality@moneyadviceplus.org.uk
Our approach to supervision
Our case supervision framework is built on the principles of learning, reflection, and continuous improvement. We use several methods to monitor and assess case quality, including:
- Independent file reviews – regular audits are conducted to review case files and ensure compliance with our standards.
- Collaborative learning – our case supervisors work closely with the adviser team to identify and address common themes and challenges.
- Quality of advice – we are committed to providing high-quality, tailored advice to all our clients. Supervisors continuously review cases.
- Addressing challenges – supervisors provide targeted feedback to help advisers overcome these challenges and improve their case management skills.
"Heather is extremely knowledgeable and understands the ins and outs of being a debt advisor and how best to help clients."