Crosslight’s 2026 Spring Appeal
Being in debt can feel overwhelming, isolating, and deeply personal. That’s why every client’s journey with us begins gently, and our advisers quickly learn what works best for each individual. For many, that means text messaging alongside their appointments.
Over the last five years, texting has become a lifeline for our clients. In 2020, we sent around 11,000 messages. By 2025, that number had more than doubled to just under 25,000. This growth reflects something important: clients are choosing to communicate in ways that feel safe, private, and manageable for them.
Texting allows our team to offer clear, accessible, and compassionate support. Clients can send a quick message about an appointment, ask a question about paperwork, or let us know about something happening in their lives that may affect their journey. These small moments of contact often help us understand the bigger picture — and provide the right support at the right time. Being able to send a short message to an adviser and get a reply ‘in the moment’ helps to build trust and make the advice process a positive, supportive experience.
One of our advisers, Tim, explains why texting is such an important part of our support for clients… "Texting is, in my experience, a fundamental aspect of our debt advice. Confirmation that the client has received the appointment notice and it is in their phone is really important, as I then know that they have something on them as a record of the appointment. Many of my clients are very poor with email, much better with texting. When waiting for a client if they are late for an appointment and they don't respond to a phone call, a text sometimes gets them to answer (as they don't recognise the Crosslight number they don't answer, or they just don't answer any incoming calls)."
However, the cost of providing this service has risen by over a third in the last few years alone, and cost us £3,000 last year. As more clients choose texting as their preferred way to stay in touch, we know these costs will continue to rise.
[My adviser] and Crosslight have helped me immensely with my debt, which is ongoing as I have a mobility disability. Texts from [my adviser] are an invaluable part of your amazing service, and help me a lot. David
So for our Spring Appeal, we are seeking to raise £5,000 to help cover the growing cost of text messaging, as well as more traditional but just as important methods of communication such as postage. Your support will ensure we can continue offering a service that is inclusive, discreet, and responsive — and that no client is forced to struggle in silence.
Together, we can make sure support is always just a message away 💛