Age UK Coventry & Warwickshire

Managing client finances within a charity is a complex and sensitive task – and doing so at Age UK Coventry & Warwickshire was no different. 

Because the charity’s clients required hands-on financial support and safeguarding, its Money Management service team took responsibility for distributing and monitoring their funds. They did so by relying on a mix of cash deliveries, envelopes, and manual record-keeping to track spending.  

However, the paper-based process meant staff and clients were exposed to unnecessary risk of error, loss, and even financial abuse. 

Age UK Coventry & Warwickshire knew the importance of accountability and protection. With more than 500 vulnerable people depending on them to manage their finances, including paying for food and rent, the organisation needed a safer, more traceable alternative to cash. 

The pressure to change mounted when the pandemic hit. In-person cash deliveries became extremely restrictive, so Age UK Coventry & Warwickshire turned to Soldo to digitise client spending. 

We spoke to Ann Gatt, Money Management Services Admin Assistant, about how the choice to bring Soldo onboard allowed the charity to focus on protecting clients brought control, visibility and security to every transaction while freeing staff to focus on care. 

The challenge 

Age UK Coventry & Warwickshire managed money on behalf of more than 500 vulnerable clients – all of whom were referred by social services because they couldn’t safely handle their own finances. So, every week, staff had to receive, count, and hand-deliver envelopes of cash across the region. 

The process was time-consuming, error-prone, and unsafe. Finance staff spent hours waiting for unpredictably timed cash deliveries, liaison workers carried limited amounts of money for security reasons, and welfare visits were dominated by paperwork and receipt checking.  

Without digital visibility, there was no clear audit trail for spending, making it difficult to spot errors or detect financial abuse — one of the biggest risks for their service users. 

“I suppose because we had always managed spend this way, we didn’t really see it as a challenge. I don’t think we ever thought there was another way,” Ann said. With Soldo, Age UK Coventry & Warwickshire found another way.  

The solution 

The team introduced Soldo in 2020, rolling it out in just a few weeks to keep vital payments flowing for hundreds of vulnerable people. 

Each client received a prepaid card managed centrally through a main and reserve wallet system.  

Funds were transferred digitally from the client’s dedicated Barclays account into Soldo, where staff can set personalised budgets, apply spending limits, and restrict certain categories such as gambling or inappropriate retailers. 

“Some clients spend daily or weekly, while others only need funds added once a month. We can set smart rules on Soldo to match those needs — so we’re automatically alerted when it’s time to top up. It saves time, keeps cash flow smooth, and ensures no one ever runs short,” Ann said. 

The platform also provided real-time visibility and control — allowing staff to track every transaction, receive alerts when balances drop, and instantly freeze or replace lost cards.  

The impact 

Soldo turned an outdated cash-based process into a modern, controlled, and compassionate financial management system.  

Tasks that once took days of manual work — counting cash, preparing envelopes, chasing receipts — now happen digitally and faster than ever across Finance and Operations, that equates to roughly one full day a week saved, time that’s now reinvested into supporting clients rather than managing paperwork. 

For liaison officers, the change has been transformative.  

Instead of spending their weeks delivering cash and reconciling transactions, they now dedicate their visits to what matters most: building stronger relationships with clients. “Our liaison staff now spend the bulk of their time listening to client’s needs, following up on welfare concerns, or providing guidance where it’s needed most urgently. They’re not counting money or writing receipts anymore. Soldo had taken away so many of the headaches we used to have,” Ann said.  

With fewer errors and faster reconciliations, the finance team can focus on future planning, compliance, and scaling the service to new regions like Warwickshire. 

Soldo has also delivered a clear boost in security and accountability.  

Every transaction is tracked in real time, cards can be frozen instantly, and restricted categories such as gambling help protect vulnerable clients from risk. Since adopting Soldo, instances of financial abuse have dropped dramatically — and when issues do arise, they can be identified and resolved quickly. 

With Soldo, Age UK Coventry & Warwickshire has the control, flexibility, and confidence to scale its safeguarding-focused money management model safely. 

Ann credits these improvements to Soldo’s support. “Our Account Manager really understands us. He knows the problems we are going to encounter before we encounter them. When there’s a problem, he’s just a phone call away, and it’s solved.” 

Future 

For Age UK Coventry & Warwickshire, moving from cash to cards wasn’t just a process upgrade; it has transformed how the organisation offers care. 

What was once a complex and sensitive task – defined by envelopes, receipts, and weekly cash deliveries – is now a streamlined, digital system built on security, visibility, and care.  

And in doing so, Age UK Coventry & Warwickshire has redefined what managing client finances within a charity can look like: simple, secure and centred on people. 

In addition, Warwickshire clients are coming to them and will be put on the same programme. Plus they will be looking to take on other local councils.