annual statistics - gamcare.org.uk · l an increasing number of asian service users accessing our...

Annual Statistics

2

4 Executive Summary

5 Headline Data Summaries

7 Helpline Data Findings

7 Volume 9 Caller Demographics 12 CallerProfile 18 Gambling Facilities and Activities 27 Impacts of Gambling Related Harm 30 Caller Satisfaction

31 Treatment Data Findings

31 Client Numbers 32 Client Demographics 35 GamblingProfile 36 Gambling Facilities and Activities 44 Impacts of Gambling Related Harm 45 Client Improvement

ANNUAL STATISTICS | 2018/2019

Annual Statistics

3

EXECUTIVE SUMMARY

This report outlines key findings from GamCare’s 2018/19 service data. This data relates to the period April 1st 2018 to 31st March 2019. Our wider activities and impact from this year are detailed in a separate report (the Trustees’ Annual Report), available on GamCare’s website, which also references some of the headline findings from this report.

The statistics outlined in this report have been gathered from calls to the National Gambling Helpline (both calls and live chat), and from the treatment services delivered across England, Scotland and Wales, provided through both GamCare and our network partners. We are pleased to have undertaken a deeper analysis of our annual data set this year, which in turn will inform where service developments are needed to better address the needs of our beneficiaries. We believe that robust data collection and analysis is a key contributor to continuous improvement.

Key findings from this year’s data include:

l a rising number of women gamblers using our services;

l an increasing number of Asian service users accessing our Helpline service;

l a rise in debt related presentations; l a rise in online gambling activity overall.

The sections below provide detailed breakdowns across our service areas, both Helpline and treatment data, in relation to the number of users accessing our services, demographics, gambling profile and behaviours, negative impacts of gambling, as well as outcomes from treatment and client satisfaction. The report begins with some headline data, providing an at a glance summary of our key findings.

This report is intended to provide a comprehensive analysis of our annual client data. This includes both Helpline and treatment data which at present are analysed as separate datasets. As this often relates to the same people there are similarities between some of these findings, and as they are presented in the same format, there is an element of duplication when reading the report. However, this is necessary for us to present all the findings in full. We are currently working on cleaning and combining our Helpline and treatment datasets, which will enable a more unified analysis to be provided in next year’s annual report.

For briefer data information, please refer to the headline section, or our Annual Trustees Report Activity and Impact section.

Further notes on the data:

l The data in this report from the National Gambling Helpline relate to individual calls and not callers, predominantly to maintain consistency with previous years. Callers who make repeated calls to the Helpline will therefore be counted more than once in the current statistics. We are currently working on improving our reporting systems and intend to report on individual callers by next year.

l Data from the treatment services relates to individual instances of treatment. As it is possible for someone to undergo more than one treatment episode in a year, it is possible that there are people who appear more than once in the data, but this is far less likely than with the Helpline data.

l The analysis presented here are based on administrative data and are open to minor revision.

Executive Summary

4


National Gambling HelplineVolume and demographics l The total number of target calls for 2018/19 was

29,868, an increase of 10% since 2014/15, with gamblers accounting for 75% of calls.

l 83% of gamblers were male, and 79% of affected others (partners, family members, friends) were female.

l Gamblers had a younger age profile than affected others, with 85% of gamblers under the age of 45 compared to 60% of affected others.

l 82% of gamblers and 87% of affected others were White. When compared with the UK population aged over 16 there was a lower proportion of gamblers who were White and a higher proportion of who were Asian or Black.

Caller profile l Compared to the proportion of the UK population

aged over 16 in each of the regions, the most over-represented areas were London and Northern England while East of England, East Midlands and Scotland were under-represented.

l 78% of gamblers and 77% of affected others were employed. Gamblers not in employment were more likely to be long term sick or disabled (8%) or unemployed (7%) while affected others were more likely to be retired (7%) or economically inactive (8%).

l 66% of gamblers had been gambling for less than a decade.

l 65% of gamblers report that gambling has become a problem in the last four years.

Headline Data Summaries

Gambling profile l The number of callers reporting that online

gambling is problematic for them has increased from 47% in 2014/15 to 55% in 2018/19. ‘Betting’, ‘Casino Games’ and ‘Slots’ account for three quarters of all problematic online gambling reported.

l ‘Betting shops’ make up nearly three quarters of all problematic offline gambling reported in 2018/19.

l 69% of female gamblers have problems with online gambling, with ‘Slots’ accounting for nearly half of all female gamblers’ online activities.

l The most problematic offline activity for both genders is ‘gaming machines in betting shops’.

l The most problematic online activities for male gamblers are ‘online betting’ and ‘casino games’.

l Over the past five years there has been a movement towards online gambling across all age groups, but despite this trend, gamblers over 45 were more likely to have problems with offline gambling.

l White gamblers were more likely to have problems with online gambling while offline gambling was more problematic for all other ethnicities.

Impacts of gambling l Over the past year, 71% of gamblers reported

having some level of gambling debt although only 23% explicitly reported financial difficulties caused by gambling.

l 45% of gamblers and 41% of affected others mentioned impacts on their mental wellbeing last year, including anxiety, stress and isolation.

HEADLINE DATA SUMMARIES

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HEADLINE DATA SUMMARIES

TreatmentNumbers and demographics l 9,049 clients attended treatment in 2018/19, an

increase of 9% on last year and 65% on 2014/15.

l Partners or family members account for around one in ten clients who attend treatment.

l 43% of clients were aged between 26 and 35 years, the largest age group in each of the last five years.

l Compared to callers to the Helpline, a lower proportion of clients were Asian, and a higher proportion were White.

l Unlike in previous years, the majority of clients receiving treatment had been gambling for more than a decade. People who have gambled for more than 20 years were a larger proportion of those in treatment than in any previous year.

Gambling profile l The number of clients reporting that online

gambling is problematic for them has increased in clients from 43% in 2015/16 to 54% in 2018/19.

l ‘Betting’, ‘Casino Games’ and ‘Slots’ account for over 90% of all problematic online gambling reported.

l ‘Betting shops’ make up two thirds of all problematic offline gambling reported.

l 64% of female clients reported problems with online gambling, with ‘Slots’ accounting for over half of all female gamblers’ online activities.

l The most problematic offline activity for both genders is ‘gaming machines in betting shops’.

l The most problematic online activities for male gamblers are ‘online betting’ and ‘casino games’.

l ‘Online betting’, ‘slots’ and ‘casino games’ were problematic across all age groups, although clients aged 25 or under were at least three times more likely to have issues with online betting than over 55s, and nearly three times as likely to have issues with casino games.

l ‘Gaming machines in betting shops’ were the most problematic offline activity across all age groups, with one in five over 55s finding them problematic.

l White gamblers were more likely to have problems with online gambling, while offline gambling was more problematic for all other ethnicities.

l Half of all clients in 2018/19 reported having some level of debt.

Client improvement l In 2018/19 clients showed an average

improvement of 12.4 between pre and post therapy CORE-10 indicators (quality of life/wellbeing indicators).

l Clients who were gambling problematically when entering treatment showed an average improvement of 16.1 in their PGSI score (significantly reduced risk) upon successfully completing their treatment plans in 2018/19.

l Out of a possible rating of five for satisfaction with our service, clients across our treatment network rated us at 4.9 in 2018/19.

l 99.9% of clients across the network would recommend our services to others and 99.5% would contact the service again for treatment if they had a relapse.

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VolumeCalls answered l Total target call numbers for 2018/19 were

29,868, an increase of 10% over the past five years.

l The proportion of total calls that are target calls has improved from 66% in 2014/15 to 78% in 2018/19.

Table 1: Volume of total and target calls 2014/15 to 2018/19

2014/15 2015/16 2016/17 2017/18 2018/19

Total calls answered 40,946 46,851 43,637 45,837 38,281

Target calls 27,056 28,231 29,417 29,889 29,868

% Target calls 66% 60% 67% 65% 78%

Target calls are calls from those affected by gambling, along with others wishing to support them or request advice about our services. This figure includes incoming calls and chats, and also 1,979 outbound calls that were made to clients.

Non-target calls can include prank calls, wrong numbers and other instances where the caller does not have a need for our services. The Interactive

Figure 1: Volume of total and target calls 2014/15 to 2018/19

Voice Recording (IVR) which introduces our Helpline service gives more context around our services so that these calls are minimised. If a non-target caller does reach our Advisers, we will ask them where they found the number so that we can follow up and ensure the service is represented correctly.

Total calls answered

20,000

30,000

40,000

50,000

2018/192017/182016/172015/162014/15

Target calls

HELPLINE DATA FINDINGS

Helpline Data Findings

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Caller Type l Gamblers made up the majority (75%) of callers

in 2018/19.

l The number of affected others contacting the National Gambling Helpline has increased by 47% over the past five years, resulting in the overall proportion increasing from 18% to 22%.

l Gamblers were more likely to use our live chat service than affected others (71% of gamblers compared to 63% of affected others in 2018/19).

Table 2: Incoming Calls and Chats by caller type 2018/19

Phone Live Chat Total

Gambler 73% 79% 75%

Affected Other 24% 18% 22%

Other 3% 2% 3%

n= 17,587 10,302 27,889

Figure 2: Incoming calls and chats by caller type 2014/15 to 2018/19

NB: these figures do not include the 1,979 outbound calls that were made to clients.

Callers described as ‘other’ can include professionals supporting those affected by gambling, as well as those working in the gambling industry who would like advice on how to support a customer concerned about their gambling.

0

5

10

15

20

25

30

2018/192017/182016/172015/162014/15

17,926 19,373 19,984 20,206 20,992

4,147 4,689 5,099 5,499 6,105

(000s)

Affected Other

Gambler

Other

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Female Male

Mov. Avg Mov. Avg

Caller DemographicsGender l Gender was recorded for 24,607 of the 27,889

incoming calls made in 2018/19 (equivalent to 88% of calls). Not all callers choose to disclose their gender, and some callers do not identify as a binary gender.

l The majority (83%) of gamblers whose gender was disclosed identified as male.

l Conversely, the majority (79%) of affected others whose gender was disclosed identified as female.

Table 3: Gender of callers by caller type 2018/19

Gambler Affected Other Other

Male 83% 21% 66%

Female 17% 79% 34%

n= 18,527 5,396 684

l There has been a 15% increase in male gamblers since 2014/15 compared to a 35% increase in female gamblers. This has led to a slight increase in the overall proportion of female gamblers (from 15% in 2014/15 to 17% in 2018/19).

l There has been a 44% increase in male affected others since 2014/15 compared to a 47% increase in female affected others, resulting in no change to the overall proportion of male affected others over the past five years.

Figure 3: Gender of gamblers and affected others 2014/15 to 2018/19

*Mov. Avg is the two-year moving mean average trend line for the category.

0

5000

10000

15000

20000

0

1000

2000

3000

4000

5000

GamblersAffected Others

Gamblers

2014/15 2015/16 2016/17 2017/18 2018/19 2014/15 2015/16 2016/17 2017/18 2018/190

5000

10000

15000

20000

0

1000

2000

3000

4000

5000

GamblersAffected Others

Gamblers

2014/15 2015/16 2016/17 2017/18 2018/19 2014/15 2015/16 2016/17 2017/18 2018/19

Affected Others Gamblers

Female Male

Mov. Avg Mov. Avg

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Age l The age profile of people contacting us via live

chat is younger than those contacting us over the phone, reflecting a generally higher preference for online contact for under 35s.

l The single largest group for either access point is 26-35 which accounts for 41% of all callers.

l Gamblers had a younger age profile than affected others, with 85% of gamblers under the age of 45, and only 5% over 55.

l Affected others were less likely to be under 35 (41% compared to 65% gamblers), and more likely to be over 55 (22%).


Table 4: Age of callers by caller type and service used 2018/19

Gambler Affected Other Phone Live Chat Total

<18 0% 0% 0% 1% 0%

18-25 22% 12% 17% 31% 20%

26-35 43% 29% 40% 44% 41%

36-45 20% 18% 21% 15% 19%

46-55 11% 18% 14% 6% 12%

56-65 4% 16% 6% 3% 6%

66+ 1% 6% 2% 0% 2%

n= 11,736 1,824 10,237 3,475 13,712

l The age profile of callers over 35 has stayed generally stable over the past five years (with a slight increase in 36-45 the only notable exception).

l There has been a 26% decrease in callers under the age of 25 over the past five years. This has been mirrored by a 24% increase in callers between the ages 26-35.

Figure 4: Age of callers 2014/15 to 2018/19

2014/15

30%

29%

27%

24%

21%

35%

37%

38%

38%

41%

17%

17%

17%

19%

19%

12%

11%

11%

12%

12%

7% 6% 7% 7% 7%

Gamblers

0%

10%

20%

30%

40%

50%

56+46-5536-4526-35Under 25

2015/16 2016/17 2017/18 2018/19

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Ethnicity l The majority of both gamblers (82%) and

affected others (87%) that contacted the National Gambling Helpline in 2018/19 were White.

l A higher proportion of callers of Asian or Asian British and Black or Black British ethnicities were gamblers (11% and 4% respectively) than affected others (7% and 1% respectively).

l Over the past five years the proportion of callers of Asian or Asian British ethnicity has increased from 8% to 11%.

l When compared with the general over 18 population there was a lower proportion of gamblers who were White (82% gamblers compared to 86% in population) and a higher proportion of Asian (11% compared to 8%) and Black (4% compared to 3%) ethnicities.

l The majority of white callers were British (90%) or Irish (2%) with around one in ten either European (7%) or Other (2%).

Table 5: Gender of callers by caller type 2018/19

2018/19 Gambler Affected Other

% of England and Wales Population

White 82% 87% 86%

Asian or Asian British 11% 7% 8%

Black or Black British 4% 1% 3%

Mixed 2% 3% 2%

Other 1% 1% 1%

n= 9,259 1,925

Figure 5: Ethnicity of callers 2014/15 to 2018/19

2NOMIS England and Wales population by Living Arrangements (2011): QS108EW – Living Arrangements

White Asian or Asian British Black or Black British Mixed Other

0

20

40

60

80

100

2018/192017/182016/172015/162014/15

85% 86% 85% 86% 82%

8% 7% 8% 8% 11%4%4%4%4%4%2%1%1%1%1%1%2%2%2%2%

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Caller Profile These tables provide the location of callers and experimental statistics on the economic and relationship profile of callers.

Location l The largest proportion of callers were located

in Southern England (46% overall) with London (19%) and the South East (16%) accounting for the most callers.

l Compared to the proportion of the UK population aged over 16 in each region, the most over-represented area was London (which was 6% higher in callers than the general population).


Table 6: Location of callers compared to proportion of UK population aged 16+ 2018/19

2018/19 Callers % of over 16 UK population

Difference

Regions:

East of England 5% 9% -4%

East Midlands 4% 7% -3%

London 19% 13% 6%

North East 6% 4% 2%

North West 14% 11% 3%

South East 16% 14% 2%

South West 6% 9% -3%

West Midlands 11% 9% 2%

Yorkshire and Humber 9% 8% 1%

Nations:

England 85% 84% 1%

Northern Ireland 1% 3% -2%

Scotland 5% 8% -3%

Wales 4% 5% -1%

n= 14,330

l Each region in Northern England was overrepresented, with callers accounting for 6% more than the general population.

l The most under-represented regions in England were the East of England and East Midlands (4% and 3% lower than population respectively).

l All countries other than England were under-represented, with Scotland the most (5% of callers compared to 8% of over 18 population).

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Figure 6: Regional map of difference in proportion of callers compared to proportion of UK population 2018/19

2.2 ENGLAND

WALES

SCOTLAND

REPUBLIC OF IRELAND

NORTHERN IRELAND

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SECTION TWO | ACTIVITY AND IMPACT

Relationship Status l Unsurprisingly, given that many would likely be

calling about their partner’s gambling, the majority of affected others are either married/in civil partnership (48%) or in a relationship (41%). Only around one in ten affected others were single or separated/divorced.


Table 7: Relationship status of callers by caller type 2018/19

2018/19 Gambler Affected Other % of England and Wales Population

Single 31% 6% 32%

Separated/Divorced/ Dissolved Civil Partnership

6% 5% 9%

Married/Civil Partnership 24% 48% 48%

In a Relationship 39% 41% 11%

n= 12,173 3,696

Figure 7: Relationship status of callers by caller type 2018/19

2NOMIS England and Wales population by Living Arrangements (2011): QS108EW – Living Arrangements

6%

31%

6%

24%

39%

5%

48%

41%

6%

31%

6%

24%

39%

5%

48%

41%

Single

Seperated/Divorced/Dissolved Civil Partnership

Married/ Civil Partnership

In a Relationship

Affected Others Gambler

l The majority of gamblers were also either married/in civil partnership (24%) or in a relationship (39%) but over a third were single or separated/divorced.

l Compared to the general population, gamblers calling the Helpline are less likely to be married/in a civil partnership but more likely to be in a relationship.

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Employment Status l Over three quarters of gamblers (78%) and

affected others (77%) were employed.

l Gamblers were more likely to be long term sick or disabled (8%) or unemployed (7%) than affected others.

Table 8: Employment status of callers by caller type 2018/19

2018/19 Gambler Affected Other % of England and Wales Population

Employed 78% 77% 62%

Long term sick or disabled 8% 4% 4%

Unemployed (looking for work) 7% 2% 4%

Retired 1% 7% 14%

Student 3% 2% 9%

Other Economically Inactive 2% 8% 7%

n= 13,265 2,620

3NOMIS England and Wales population by Economic activity (2011): QS601EW – Economic activity

Figure 8: Employment status of callers by caller type 2018/19

0% 10% 20% 30% 40% 50% 60% 70% 80%

Other Economically Inactive

Student

Retired

Unemployed(looking for work)

Long term sick or disabled

Employed

8%

2%

3%

2%

1%

7%

7%

2%

8%

4%

78%

77%

Gambler

Affected Other

l Conversely, affected others were more likely to be economically inactive (8%) or retired (7%).

l Compared to the general population, gamblers are more likely to be employed, unemployed or long-term sick or disabled. They are less likely to be retired (likely due to age distribution) or students.

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SECTION TWO | ACTIVITY AND IMPACT

Years gambling l The majority of gamblers had been gambling for

less than a decade (66%), with the largest group those who had been gambling for four years or less (39%).

l When comparing a gambler’s age with the years they had been gambling, the large majority of under 35’s had been gambling for less than a decade (73%), compared to 42% of those over 35.

l People who have gambled for more than 20 years is (unsurprisingly) dominated by the over 35’s category (of which 36% fall into this category).


Table 9: Number of years callers have been gambling by age 2018/19

Age

2018/19 <=35 >35 All

4 Years or Less 41% 20% 39%

Between 5 years to 9 32% 22% 27%

Between 10 years to 14 years 19% 14% 16%

Between 15 years to 19 years 6% 8% 6%

20 years or more 2% 36% 12%

N= 3,906 2,121 9,542

l The trend over the past five years has been fairly consistent with those identified in 2018/19, with the largest change a fall in the number of gamblers who had been gambling for four years or less the last year from 42% in 2017/18 to 39% in 2018/19.

l Half of gamblers who had been gambling for less than four years reported that gambling had become a problem in the last year. Conversely, nearly half (48%) of gamblers who had been gambling for more than ten years said gambling had been a problem for ten years or more.

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Figure 9: Number of years callers have been gambling 2014/15 to 2018/19

Table 10: Number of years callers have been gambling by time gambling has been a problem 2018/19

Years have been gambling:

Time gambling has been a problem for:

4 Years or Less

Between 5 to 9 years

10 years or more

Total

Less than 6 Months 31% 9% 7% 17%

Between 7 months to 1 year 18% 10% 4% 11%

Between 1 year to 4 years 51% 38% 20% 37%

Between 5 to 9 years 0% 43% 22% 19%

Between 10 to 19 years 0% 1% 34% 11%

20 years or more 0% 0% 14% 4%

N= 2,951 2,069 2,428 7,448

Gamblers

0% 10% 20% 30% 40% 50%

2014/15 2015/16 2016/17 2017/18 2018/19

20 yearsor more

Between 15 yearsto 19 years



4 yearsor less

12%10%

11%12%12%

6%

16%

27%

39%42%42%

40%41%

27%25%

26%26%

15%16%16%

15%

6%6%6%6%

2018/19 2017/18 2016/17 2015/16 2014/15

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Gambling Facilities and Activities l The number of callers reporting that online

gambling is problematic for them has increased from 47% in 2014/15 to 55% in 2018/19.

l Much of this increase appears to be driven by online ‘Casino Games’, which doubled from 7% in 2014/15 to 14% in 2018/19.

l ‘Betting’ (16%), ‘Casino Games’ (14%) and ‘Slots’ (12%) account for 42% of all gambling and three quarters of all online gambling reported as problematic.

l Offline gambling has decreased in callers from 53% in 2014/15 to 45% in 2018/19.

l Much of this decrease results from a fall in the number of people reporting issues with ‘Betting’ (from 12% in 2014/15 to 9% in 2018/19) and ‘Gaming Machines’ (from 22% to 16%) in betting shops.

l Despite the above reductions since 2014/15, ‘betting shops’ still make up nearly three quarters of all offline gambling being reported as problematic in 2018/19.

SECTION TWO | ACTIVITY AND IMPACTHELPLINE DATA FINDINGS

Figure 10: Online/offline gambling 2014/15 to 2018/19 (Helpline)

0

10

20

30

40

50

60

2018/192017/182016/172015/162014/15

47%

53%

49%51% 50% 50%

55%

45%

55%

45%

Online Offline

18


Table 12: Online gambling activities 2014/15 to 2018/19 (Helpline)

Online 2014/15 2015/16 2016/17 2017/18 2018/19

Betting 16% 16% 16% 16% 16%

Bingo 2% 1% 1% 1% 1%

Casino Games 7% 11% 11% 14% 14%

Poker 2% 1% 1% 1% 1%

Slots 13% 10% 11% 13% 12%

Other 1% 1% 1% 2% 2%

Not Disclosed 6% 9% 9% 8% 9%

Online Total 47% 49% 50% 55% 55%

n= 12,097 11,915 12,826 14,125 13,332

Table 11: Online/offline gambling 2014/15 to 2018/19 (Helpline)

2018/19 2014/15 2015/16 2016/17 2017/18 2018/19

Online 47% 49% 50% 55% 55%

Offline 53% 51% 50% 45% 45%

n= 25,738 24,249 25,404 25,559 24,295

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Table 13: Offline gambling facilities and activities 2014/15 to 2018/19 (Helpline)

Offline Facility Activity 2014/15 2015/16 2016/17 2017/18 2018/19

Arcades Gaming Machines

2% 2% 2% 2% 2%

Betting Shop Betting 12% 10% 10% 9% 9%

Gaming Machines

22% 23% 19% 18% 16%

Other 0% 0% 2% 2% 3%

Not Disclosed

3% 4% 4% 4% 4%

Betting Shop Total

37% 37% 35% 33% 32%

Bingo Club Bingo 0% 0% 1% 0% 0%

Gaming Machines

1% 1% 1% 0% 1%

Bingo Club Total

1% 1% 2% 0% 1%

Casino Gaming Machines

2% 1% 1% 1% 1%

Table Games

3% 4% 4% 4% 4%

Not Disclosed

1% 1% 2% 1% 1%

Casino Total 6% 6% 7% 6% 6%

National Lottery 1% 0% 0% 0% 0%

Scratchcards 3% 3% 2% 2% 2%

Other 3% 2% 2% 2% 2%

Offline Total 53% 51% 50% 45% 45%

n= 13641 12334 12578 11434 10963


Gamblers contacting the National Gambling Helpline were asked what they gambled on and where they gambled. Callers often disclose more than one gambling activity and advisers record up to three activities that callers report being most problematic for them. The percentages given above are calculated, as in previous years, as percentages of all gambling activities disclosed.

20


Gambling Facilities and Activities by Gender l Female gamblers are more likely to report

problems with online gambling (69%) than offline gambling (31%). The most problematic activity is ‘slots’ (34%) which accounts for nearly half of all online activities reported by female gamblers.

l Male gamblers are now also more likely to report problems with online gambling (51%) although male gamblers are still more likely than female gamblers to have problematic offline gambling activities.

l Male gamblers are most likely to cite ‘online betting’ (17%) and ‘casino games’ (15%) as being problematic.

l The most frequently cited offline activities for both genders are ‘gaming machines in betting shops’ (8% female and 17% male).

l Male callers who disclose offline activities also often mention that ‘betting in betting shops’ (10%) and ‘table games in casinos’ (5%) are problematic activities for them.

l Female gamblers also disclose that they find ‘gaming machines in arcades’ (4%) and ‘scratch cards’ (5%) problematic activities.

Figure 11: Online/offline gambling by gender 2015/16 to 2018/19 (Helpline)

Table 14: Online/offline gambling by gender 2018/19 (Helpline)

2018/19 Female Male

Online 69% 51%

Offline 31% 49%

n= 3,181 19,005

0

10

20

30

40

50

60

70

80

OfflineOnlineOfflineOnline

Female Male

64%66%

69% 69%

36%34%

31% 31%

46% 47%

52% 51%54% 53%

48% 49%

2015/16 2016/17 2017/18 2018/19

21

Table 15: Online gambling activities by gender 2018/19 (Helpline)

Online Female Male

Betting 4% 17%

Bingo 6% 0%

Casino Games 9% 15%

Poker 1% 1%

Slots 34% 9%

Other 2% 2%

Not Disclosed 13% 8%

Online Total 69% 51%

n= 2194 9780


Table 16: Offline gambling facilities and activities by gender 2018/19 (Helpline)

Offline Facility Activity Female Male

Arcades Gaming Machines 4% 2%

Betting Shop Betting 1% 10%

Gaming Machines 8% 17%

Other 1% 4%

Not Disclosed 1% 4%

Betting Shop Total 11% 36%

Bingo Club Bingo 2% 0%


Bingo Club Total 4% 0%

Casino Gaming Machines 1% 1%

Table Games 2% 5%

Not Disclosed 1% 1%

Casino Total 4% 7%

National Lottery 1% 0%

Scratchcards 5% 2%

Other 1% 2%

Offline Total 31% 49%

n= 987 9225

Not all callers disclosed their gender and especially online, gender cannot be assumed. Where it was disclosed, the percentages given above are calculated as percentages of all gambling activities disclosed by each gender.

22


Figure 12: Online/offline gambling by age 2015/16 to 2018/19 (Helpline)

Table 17: Online/offline gambling by age 2018/19 (Helpline)

2018/19 <26 26-35 36-45 46-55 56+

Online 57% 54% 50% 47% 35%

Offline 43% 46% 50% 53% 65%

n= 3,756 6,972 3,245 1,571 656

Gambling Facilities and Activities by Age l Over the past five years there has been a

movement towards online gambling across all age groups, with the biggest change in the 46-55 age group (from 37% online in 2015/16 to 47% in 2018/19).

l Despite this trend, gamblers over 45 were more likely to have problems with offline gambling, with 65% of over 55s reporting problems with offline gambling.

l Gamblers under 35 found online gambling more problematic, with 57% of under 25s reporting issues with online gambling.

l Online betting, slots and ‘casino games’ were problematic across all age groups, although under 25s (19%) were three times more likely to report issues with online betting than over 55s (6%), and over twice as likely to report issues with ‘casino games’ (19% and 7% respectively).

l Conversely, over 55s (16%) were nearly twice as likely as under 25s (8%) to report problems with offline ‘betting in betting shops’.

l ‘Gaming machines in betting shops’ were the most problematic offline activity across all age groups.

0

10

20

30

40

50

60

70

80

OfflineOnlineOfflineOnlineOfflineOnlineOfflineOnlineOfflineOnline

49% 51

%

51%

49%

49%

44% 46

%

45% 49

% 52%

50%

55%

51%

37% 40

%46

% 47%

63%

60%

54%

53%

29% 31

% 34%

35%

71%

69%

66%

65%

53%

47% 51

%56

%54

%

44%

43%

56%

57%

<26 26–35 36–45 46–55 56+

48% 50

%

2015/16 2016/17 2017/18 2018/19

23


Table 18: Online gambling activity by age 2018/19 (Helpline)

Online <26 26-35 36-45 46-55 56+

Betting 19% 18% 16% 13% 6%

Bingo 1% 1% 1% 2% 4%

Casino Games 19% 15% 12% 9% 7%

Poker 1% 1% 1% 1% 0%

Slots 10% 14% 14% 15% 12%

Other 2% 2% 2% 3% 1%


Online Total 57% 54% 50% 47% 35%

N= 2141 3793 1619 738 228

Table 19: Offline gambling facilities and activities by age 2018/19 (Helpline)

Offline Facility Activity <26 26-35 36-45 46-55 56+


1% 2% 3% 4% 5%


Gaming Machines

13% 17% 18% 18% 21%

Other 4% 4% 4% 3% 4%


Betting Shop Total

29% 33% 35% 37% 43%


Gaming Machines

0% 0% 1% 1% 2%

Bingo Club Total 1% 1% 1% 2% 4%


1% 1% 1% 1% 1%

Table Games 6% 4% 4% 3% 4%





Other 2% 2% 3% 2% 4%

Offline Total 43% 46% 50% 53% 65%

n= 1,615 3,179 1,626 833 428

Not all callers disclosed their age. The percentages given above are calculated as percentages of all gambling activities disclosed within each age group.

24


Figure 13: Online/offline gambling by ethnicity 2015/16 to 2018/19 (Helpline)

Table 20: Online/offline gambling by ethnicity 2018/19 (Helpline))

2018/19 White Asian Black Mixed Other

Online 54% 36% 30% 45% 32%

Offline 46% 64% 70% 55% 68%

n= 11,255 951 448 234 146

Gambling Facilities and Activities by Ethnicity l White gamblers were more likely to have problems

with online gambling (54%).

l All other ethnicities reported offline gambling as more problematic, with 70% of Black gamblers and 64% of Asian gamblers identifying problems with offline gambling.

l There has been a general trend across all ethnic groups towards online gambling, although movement was smallest amongst Asian gamblers.

l ‘Online betting’ and ‘casino games’ were frequent online activities amongst all ethnic groups, with ‘slots’ particularly problematic for White and Mixed ethnicity gamblers.

l ‘Gaming machines in betting shops’ were problematic across all ethnic groups, although they were mentioned most by Black (31%) and Asian (25%) gamblers.

l ‘Casino table games’ were particularly problematic amongst Asian gamblers (15%).

0

10

20

30

40

50

60

70

80

OfflineOnlineOfflineOnlineOfflineOnlineOfflineOnlineOffline

49% 51

%

34%

66% 69

%65

%64

%

26%

31%

26%

30%

74%

69%

42% 45

%38

%45

%

58%

55%

62% 65

%

29%

29%

35%

32%

71%

71%

65% 68

%

50%

50%

31% 35

%36

%

46%

46%

54%

54%

White Asian Black Mixed Other

74%

70%

2015/16 2016/17 2017/18 2018/19

25

SECTION TWO | ACTIVITY AND IMPACTHEADLINE DATA SUMMARIESHELPLINE DATA FINDINGS

Table 21: Online gambling activities by ethnicity 2018/19 (Helpline)

Online White Asian Black Mixed Other

Betting 18% 11% 10% 12% 10%

Bingo 1% 0% 0% 0% 1%

Casino Games 14% 17% 12% 14% 8%

Poker 1% 1% 0% 0% 0%

Slots 14% 4% 3% 15% 6%

Other 2% 1% 2% 2% 0%


Online Total 54% 36% 30% 45% 32%

N= 6,102 347 134 105 47

Table 22: Offline gambling facilities and activities by ethnicity 2018/19 (Helpline)

Offline Facility Activity White Asian Black Mixed Other


2% 1% 2% 3% 3%


Gaming Machines

16% 25% 31% 20% 25%

Other 4% 6% 9% 6% 5%


Betting Shop Total

32% 42% 53% 33% 45%


Gaming Machines

1% 0% 1% 0% 0%



1% 1% 2% 2% 4%

Table Games 3% 15% 8% 7% 13%


Casino Total 5% 17% 10% 10% 18%


Scratch cards 2% 1% 2% 4% 1%

Other 3% 1% 0% 2% 0%

Offline Total 46% 64% 70% 55% 68%

n= 5,153 604 314 129 99

Not all callers disclosed their ethnicity. The percentages given above are calculated as percentages of all gambling activities disclosed within each ethnic group.

26


Impacts of Gambling Related Harm Health, Emotional and Other Impacts In order to maintain consistency with previous published statistics, we have calculated impacts as percentages of all calls. The percentages are, therefore, much lower than might be expected (as the correct calculation is against all callers who disclosed an impact not all calls). We are currently working on improving our reporting systems and intend to report on individual callers by next year, which will enable us to update this analysis for all previous years.

l In 2018/19, the highest negative impacts mentioned by gamblers were financial difficulties (23%), anxiety/stress (22%), and family/relationship difficulties (16%).

l The same three impacts were also the most commonly mentioned amongst affected others with callers mentioning anxiety/stress (31%), family/relationship difficulties (30%) and financial difficulties (20%).

l Overall, 45% of gamblers and 41% of affected others mentioned impacts on their mental wellbeing last year, including anxiety, stress, isolation and suicidal thoughts and feelings.

Figure 14: Impacts of gambling on gamblers and affected others 2018/19

Some of the percentages shown in the above chart and tables below that relate to the impacts of gambling for gamblers and affected others, are low. As mentioned above, this is because they are based on calls not callers, against the overall number of calls. The actual, ‘raw’ figures highlight the real prevalence of these issues. For example, domestic abuse impact on affected others was mentioned in 104 calls, and on gamblers themselves in 225 calls. Impact relating to criminal activity was referred to in 896 calls.

Gamblers

4%2%

5%1%

9%4%

3%2%

5%3%

0% 5% 10% 15% 20% 25% 30% 35%

23%20%

9%5%

16%30%

1%0%

0%1%

1%0%

2%1%

31%22%

Work Difficulties

Suicidal

Mental Health

Housing Problems

General Health

Financial Difficulties

Feeling Isolated

Family/RelationshipDifficulties

Drug Misuse

Domestic Abuse

Criminal Activity

Anxiety/Stress

Alcohol Misuse

Gambler Affected Other

27


Table 23: Impacts of gambling related harm on affected others 2014/15 to 2018/19

Affected Other 2014/15 2015/16 2016/17 2017/18 2018/19

Alcohol Misuse 0% 0% 0% 0% 1%

Anxiety/Stress 35% 32% 31% 32% 31%

Criminal Activity 1% 1% 1% 0% 0%

Domestic Abuse 1% 1% 1% 1% 1%

Drug Misuse 0%

Family/Relationship Difficulties

34% 36% 34% 35% 30%

Feeling Isolated 5% 4% 4% 4% 5%

Financial Difficulties

19% 21% 21% 21% 20%

General Health 1% 1% 2% 2% 3%

Housing Problems 1% 1% 1% 1% 2%

Mental Health 2% 2% 4% 3% 4%

Suicidal 1%

Work Difficulties 1% 1% 1% 1% 2%

n= 7199 8279 9367 10117 10804

Table 24: Impacts of gambling related harm on gamblers 2014/15 to 2018/19

Gamblers 2014/15 2015/16 2016/17 2017/18 2018/19

Alcohol Misuse 1% 1% 1% 2% 2%

Anxiety/Stress 30% 29% 26% 26% 22%

Criminal Activity 1% 1% 1% 1% 1%

Domestic Abuse 0% 0% 0% 0% 0%

Drug Misuse 1%

Family/Relationship Difficulties

19% 19% 19% 18% 16%

Feeling Isolated 7% 7% 8% 8% 9%

Financial Difficulties 28% 30% 30% 28% 23%

General Health 3% 2% 3% 3% 5%

Housing Problems 2% 2% 2% 2% 3%

Mental Health 7% 7% 8% 9% 9%

Suicidal 5%

Work Difficulties 2% 2% 2% 3% 4%

n= 42652 48234 60994 71918 67857

Not all callers disclosed the specific negative effects that gambling has or has had on their lives. The percentages given above are calculated as percentages of all impacts disclosed by callers.

28


Gambling Debt Levels l Over the past year, 71% of gamblers reported

having some level of gambling debt, although as seen in the previous table only 23% explicitly reported financial difficulties caused by gambling.

l Of those gamblers who provided an approximation of the level of gambling debt, the most frequently mentioned was ‘less than £5000’ (15%).

Figure 15: Reported gambling debt levels of gamblers 2014/15 and 2018/19

0%

5%

10%

15%

20%

25%

30%

35%

13%

Not

dis

clos

ed

Non

e

Som

e

Less

than

£5,

000

£5,0

00 to

£9,

999

£10,

000

to £

14,9

99

£15,

000

to £

19,9

99

£20,

000

to £

99,9

99

£100

,000

or

mor

e

Bank

rupt

cy/IV

A

23%

31%

28%

15%

15%

6%9%

3%4%

2%4%

6%

8%

0% 1% 1%2%

22%

7%

2014/15 2018/19

l Over the past five years, more callers have been willing to disclose some information about their level of debt (‘not disclosed’ fell from 13% in 2014/15 to 7% in 2018/19).

l There was a combined increase of 9% across all debt level bands above £5,000 between 2014/15 and 2018/19.

29


Table 25: Reported debt levels of gamblers 2014/15 to 2018/19

Gambler 2014/15 2015/16 2016/17 2017/18 2018/19

Not disclosed 13% 11% 12% 10% 7%

None 23% 23% 21% 22% 22%

Some 31% 32% 37% 37% 28%

Less than £5,000 15% 15% 13% 11% 15%

£5,000 to £9,999 6% 6% 5% 6% 9%

£10,000 to £14,999 3% 4% 3% 4% 4%

£15,000 to £19,999 2% 2% 2% 2% 4%

£20,000 to £99,999 6% 5% 6% 6% 8%

£100,000 or more 0% 0% 0% 1% 1%

Bankruptcy/IVA 1% 2% 1% 1% 2%

n= 11,854 10,530 10,158 10,216 12,442

Caller Satisfaction l Client satisfaction with our Helpline services

remains strong, with a slight increase in all areas compared to last year.

l In 2018/19, overall 93% of callers rated our service as ‘excellent’ or ‘good’.

Table 26: Helpline caller satisfaction 2016/17 to 2018/19

Score Criteria 2016/17 2017/18 2018/19

1. Overall, how did you rate the Helpline service?

% of Callers Scoring 4 or 5

91% 91% 93%

2. How well did you think the Helpline adviser listened and understood your situation?


93% 92% 94%

3. How well did you think the Helpline adviser responded to your situation?


93% 92% 94%

4. If you needed help would you call the Helpline again?

% of Callers Scoring Yes

95% 93% 95%

5. Would you recommend the Helpline to someone else?

% of Callers Scoring Yes

94% 94% 95%

l 95% callers would contact the Helpline again if they needed further help.

l 95% callers would recommend our service to someone else.

30


We provide a range of support and treatment interventions for individuals and groups, including through face to face, online and telephone sessions. We provide support for gamblers, their partners and other family members.The overarching priority of the services is to ensure, as far as possible, that every client who is concerned about their own gambling during treatment maximises their potential to stop or effectively control their gambling and to make improvements in their lives towards sustained change. Our practitioners work with our Model of Care which is underpinned by cognitive behavioural and recovery approaches, and which means that our interventions are tailored to meet the needs of each client.

We also appreciate that loving someone who has a gambling problem can be stressful and we support family members themselves by supporting their loved one in treatment.

Client Numbers l 9,049 clients attended treatment in 2018/19, an

increase of 9% on last year and 65% on 2014/15.

l This figure is made up of 7,877 clients attending assessments and/or psychosocial treatment plus any of the 1866 clients who attended EBIs that did not go on to further treatment.

l Affected others account for around one in ten (12%) of clients who attend treatment.

Figure 16: Client numbers 2014/15 to 2018/19

Table 27: Client numbers and client type 2014/15 to 2018/19

Gambler 2014/15 2015/16 2016/17 2017/18 2018/19

Total Clients Seen 5,500 6,832 8,044 8,310 9,049

Type of Client

Gambler 91% 90% 90% 90% 88%

Partner or family member 9% 10% 10% 10% 12%

SECTION TWO | ACTIVITY AND IMPACTHEADLINE DATA SUMMARIESTREATMENT DATA FINDINGS

5,500

6,832

8,044 8,310

9,049

0

2000

4000

6000

8000

10000

2018/192017/182016/172015/162014/15

Treatment Data Findings

31

Client Demographics Gender l The majority (86%) of clients in treatment

in 2018/19 identified as male.

l Conversely, the majority (85%) of partners or family members (affected others) identified as female.

l The proportion of both gamblers and partners or family members of each binary gender has not changed significantly over the past four years.

Figure 17: Gender of gamblers and partners/family members in treatment 2015/16 to 2018/19

Table 28: Gender of clients by client type 2018/19

2018/19 Gambler Partner or family member

Male 86% 15%

Female 14% 85%

n= 7,483 1,068


0

20

40

60

80

100

2018/20192017/20182016/20172015/2016

86% 87% 86% 86%

14% 13% 14% 14%

0

20

40

60

80

100

2018/20192017/20182016/20172015/2016

18% 17% 14% 15%

82% 83% 86% 85%

0

20

40

60

80

100

2018/20192017/20182016/20172015/2016

86% 87% 86% 86%

14% 13% 14% 14%

0

20

40

60

80

100

2018/20192017/20182016/20172015/2016

18% 17% 14% 15%

82% 83% 86% 85%

Gambler Partner or family member

Male Female

32


Age l The majority of clients in treatment in 2018/19

were aged between 26 and 35 years (43%), as has been the case for each of the last five years.

l Within the last five years, the number of clients aged 18-25 years has decreased by four percentage points to 16% while treatment for 26-35 year olds has increased by five percentage points to 43%.

Figure 18: Age of clients 2014/15 to 2018/19

Table 29: Age of clients 2014/15 to 2018/19

Age Groups 2014/15 2015/16 2016/17 2017/18 2018/19

Under 18 0% 0% 0% 0% 0%

18-25 20% 21% 19% 16% 16%

26-35 38% 41% 42% 44% 43%

36-45 22% 20% 21% 21% 21%

46-55 14% 12% 11% 12% 13%

56-65 5% 5% 5% 5% 6%

66+ 1% 1% 2% 2% 1%

n= 4,323 5,580 6,371 8,099 8,719

0

10

20

30

40

50

56+46–5536–4526–35<26

21%

38%

41% 42

% 44%

43%

22%

20% 21

% 22%

21%

14%

12%

11% 12

% 13%

6% 6% 6% 7% 8%

21%

19%

16%

16%

2014/15 2015/16 2016/17 2017/18 2018/19

33


Ethnicity l 90% of clients in treatment in 2018/19 were

White, which compares to 83% of callers to the Helpline over the same period.

l 5% of clients in treatment were Asian, compared to 11% of callers to the Helpline over the same period.

l There was little change in the overall distribution of client’s ethnicity, excepting a fall in clients of “other” ethnicity from 7% in 2015/16 to 1% in 2018/19.

Figure 19: Ethnicity of clients and callers 2018/19

Table 30: Ethnicity of clients 2014/15 to 2018/19

Age Groups 2015/16 2016/17 2017/18 2018/19

White 86% 85% 91% 90%

Asian or Asian British 5% 5% 4% 5%

Black or Black British 2% 2% 2% 2%

Mixed 0% 1% 2% 2%

Other 7% 7% 1% 1%

N= 5,374 6,121 8,233 8,307

White

Asian or Asian British

Black or Black British

Mixed

Treatment Clients Callers

1% 1%2%3%

83%

11%

2%2%

90%

5%

1% 1%2%3%

83%

11%

2%2%

90%

5%

Other

34


Gambling Profile Years gambling l Unlike in previous years, the majority of clients

receiving treatment had been gambling for more than a decade (58%), with the largest group those who had been gambling for 10-14 years (23%).

l People who have gambled for more than 20 years (22%) were a larger proportion of those in treatment than in any previous year.

l The proportion of clients who had been gambling for four years or less (19%) fell from 32% in the previous year.

l The quality of the data had improved from previous years, with the sample size for 2018/19 over three times larger than any previous year.

Table 31: Number of years clients have been gambling 2014/15 to 2018/19

Clients had been gambling for

2014/15 2015/16 2016/17 2017/18 2018/19

Less than 5 years 30% 32% 34% 32% 19%

5-9 years 26% 27% 26% 27% 23%

10-14 years 18% 19% 19% 19% 23%

15-19 years 10% 6% 7% 7% 13%

20 years or more 16% 16% 14% 15% 22%

n= 1,392 1,313 1,513 2,152 7,439

Figure 20: Number of years clients have been gambling 2014/15 to 2018/19

0%

20%

40%

60%

80%

100%

2018/20192017/20182016/20172015/20162014/2015

86%

16%

10%

18%

26%27% 26% 27%

23%

30% 32% 34% 32%19%

19% 19% 19%

6% 7% 7%

13%

23%

16% 14% 15%22%

Less than 5 years 5–9 years 10–14 years 15–19 years 20 years or more

35


Gambling Facilities and Activities l Online gambling being reported as problematic

has increased in clients from 43% in 2015/16 to 54% in 2018/19.

l Much of this increase appears to be driven by ‘online betting’ (21%) and ‘Casino Games’ (13%) which both increased by five percentage points in 2018/19.

l ‘Betting’ (21%), ‘Casino Games’ (13%) and ‘Slots’ (14%) account for over 90% of all online gambling being reported as problematic.

Figure 21: Online/offline gambling 2015/16 to 2018/19 (treatment)

Table 32: Online/offline gambling 2014/15 to 2018/19 (treatment)

2015/16 2016/17 2017/18 2018/19

Online 43% 47% 53% 54%

Offline 57% 53% 47% 46%

n= 17,632 19,359 16,832 14,894

l Offline gambling has decreased in clients from 57% in 2015/16 to 46% in 2018/19.

l Much of this decrease results from a fall in the number of people reporting issues with ‘Betting’ (from 15% in 2015/16 to 12% in 2018/19) and ‘Gaming Machines in betting shops’ (from 20% to 15%).

l Despite the above reductions since 2015/16, ‘betting shops’ still make up two thirds of all offline gambling being reported as problematic in 2018/19.

0

10

20

30

40

50

60

2018/192017/182016/172015/16

43%

57%

47%

53% 53%

47%

54%

46%

Online Offline

36


Table 33: Online gambling activities 2014/15 to 2018/19 (treatment)

Online 2015/16 2016/17 2017/18 2018/19

Betting 16% 18% 20% 21%

Bingo 1% 1% 1% 1%

Casino Games 8% 11% 13% 13%

Poker 2% 2% 2% 2%

Slots 11% 12% 14% 14%

Other 3% 3% 3% 3%

Not Disclosed 2% 1% 0% 0%

Online Total 43% 47% 53% 54%

N= 7,538 9,195 8,921 8,043

Table 34: Offline gambling facilities and activities 2014/15 to 2018/19 (treatment)

Offline Facility Activity 2015/16 2016/17 2017/18 2018/19


3% 3% 2% 2%

Betting Shop Betting 15% 13% 12% 12%

Gaming Machines

20% 17% 16% 15%

Other 2% 5% 3% 4%


Betting Shop Total

38% 36% 31% 31%

Bingo Club Bingo 1% 0% 0% 1%

Gaming Machines

1% 1% 1% 1%

Bingo Club Total 2% 1% 1% 2%


2% 1% 1% 1%

Table Games 5% 5% 5% 4%


Casino Total 7% 6% 6% 5%

National Lottery 1% 1% 1% 1%

Scratch cards 2% 2% 2% 2%

Other 4% 4% 4% 3%

Offline Total 57% 53% 47% 46%

n= 10,094 10,260 7,911 6,851

Gamblers in treatment are asked what they gambled on and where they gambled. Clients often disclose more than one gambling activity, and up to three activities that they feel are the most problematic for them are recorded. The percentages given above are calculated, as in previous years, as percentages of all gambling activities disclosed.

37


Gambling Facilities and Activities by Gender l Female clients are more likely to have problems

with online gambling (64%) than offline gambling (36%). The most problematic activity disclosed is ‘slots’ (39%) which accounts for over half of all online activities reported by female gamblers.

l Male gamblers are now also more likely to have problems with online gambling (53%) although male gamblers are still more likely than female gamblers to have problematic offline gambling activities.

l Male gamblers are most likely to cite ‘online betting’ (24%) and ‘casino games’ (13%) as being problematic.

Figure 22: Online/offline gambling by gender 2015/16 to 2018/19 (treatment)

l The most frequently cited offline activity for both genders was ‘gaming machines in betting shops’ (7% female and 16% male).

l Male clients who disclose offline activities also often mention that ‘betting in betting shops’ (13%) and ‘table games in casinos’ (5%) are problematic activities for them.

l Female gamblers also disclose that they find ‘gaming machines in arcades’ (6%) and ‘scratch cards’ (6%) problematic activities.

l The above trends are similar to those reported by callers to the National Gambling Helpline.

Table 35: Online/offline gambling by gender 2018/19 (treatment)

2018/19 Female Male

Online 64% 53%

Offline 36% 47%

n= 1,794 13,008

0%

20%

10%

30%

50%

70%

90%

40%

60%

80%

100%

2018/192017/182016/172015/162018/192017/182016/172015/16

42% 38% 32% 36% 59% 54% 49% 47%

58% 62% 68% 64% 41% 46% 51% 53%

Female Male

Online Offline

38


Table 36: Online gambling activities by gender 2018/19 (treatment)

Online Female Male

Betting 5% 24%

Bingo 7% 0%

Casino Games 8% 13%

Poker 1% 1%

Slots 39% 11%

Other 4% 3%

Not Disclosed 1% 0%

Online Total 64% 53%

N= 1,157 6,841

Table 37: Offline gambling facilities and activities 2014/15 to 2018/19 (treatment)

Offline Facility Activity Female Male

Arcades Gaming Machines 6% 1%

Betting Shop Betting 1% 13%


Other 1% 5%

Not Disclosed 0% 0%

Betting Shop Total 10% 35%

Bingo Club Bingo 3% 0%


Bingo Club Total 6% 0%

Casino Gaming Machines 2% 1%

Table Games 2% 4%

Not Disclosed 0% 0%

Casino Total 4% 5%

National Lottery 1% 0%

Scratchcards 6% 2%

Other 2% 4%

Offline Total 36% 47%

n= 637 6,167

39

Gambling Facilities and Activities by Age l Over the past five years there has been a

movement towards online gambling across all age groups, with the biggest change in the under 25 age group (from 44% online in 2015/16 to 57% in 2018/19).

l Despite this trend, gamblers over 35 were more likely to have problems with offline gambling, with 67% of over 55s reporting problems with offline gambling.

Figure 23: Online/offline gambling by age 2015/16 and 2018/19 (treatment)

l ‘Online betting’, ‘slots’ and ‘casino games’ were problematic across all age groups, although under 25s (26%) were more than three times more likely to have issues with ‘online betting’ than over 55s (7%), and nearly three times as likely to have issues with ‘casino games’ (17% and 6% respectively).

l ‘Gaming machines in betting shops’ were the most problematic offline activity across all age groups, with one in five over 55s finding them problematic.


Table 38: Online/offline gambling by age 2018/19 (treatment)

2018/19 <26 26-35 36-45 46-55 56+

Online 57% 57% 54% 46% 33%

Offline 43% 43% 46% 54% 67%

n= 2,592 6,696 3,133 1,565 638

0%

20%

40%

60%

80%

100%

2018/192015/162018/192015/162018/192015/162018/192015/162018/192015/16

56% 43% 53% 43% 59% 46% 66% 54% 75% 67%

44% 57% 47% 57% 41% 54% 34% 46% 25% 33%

Under 26 26–35 36–45 46–55 Over 55

Online Offline

40


Table 39: Online gambling activity by age 2018/19 (treatment)

Online <26 26-35 36-45 46-55 56+

Betting 26% 23% 21% 15% 7%

Bingo 0% 1% 1% 2% 3%

Casino Games 17% 14% 11% 8% 6%

Poker 1% 2% 1% 1% 0%

Slots 9% 15% 16% 16% 14%

Other 3% 3% 4% 3% 2%


Online Total 57% 57% 54% 46% 33%

N= 1,469 3,827 1,686 717 211

Table 40: Offline gambling facilities and activities by age 2018/19 (treatment)

Offline Facility Activity <26 26-35 36-45 46-55 56+


1% 1% 3% 4% 5%


Gaming Machines

13% 15% 16% 16% 20%

Other 5% 4% 4% 4% 4%


Betting Shop Total

30% 30% 31% 36% 42%


Gaming Machines

0% 0% 0% 1% 3%



1% 1% 1% 1% 2%

Table Games 5% 4% 3% 4% 3%





Other 3% 3% 4% 3% 4%

Offline Total 43% 43% 46% 54% 67%

n= 1,123 2,869 1,447 848 427

41


Gambling Facilities and Activities by Ethnicity l White clients were more likely to have problems

with online gambling (54%) than offline (46%) in 2018/19.

l All other ethnicities reported offline gambling as more problematic, with 69% of Black clients and 61% of Asian clients identifying problems with offline gambling.

l There has been a general trend across all ethnic groups towards more online gambling, although movement was smallest amongst Asian clients.

Figure 24: Online/offline gambling by ethnicity 2015/16 and 2018/19 (treatment)

l Online betting and casino games were frequent online activities amongst all ethnic groups, with slots particularly problematic for White and Mixed ethnicity gamblers.

l Gaming machines in betting shops were problematic across all ethnic groups, although they were mentioned most by Other (29%), Black (25%) and Asian (19%) gamblers.

l Casino table games were particularly problematic amongst Asian gamblers (16%).

Table 41: Online/offline gambling by ethnicity 2018/19 (treatment)

2018/19 White Asian Black Mixed Other

Online 56% 39% 31% 48% 33%

Offline 44% 61% 69% 52% 67%

n= 12,930 708 378 227 107

0

20

40

60

80

100

2018/192015/162018/192015/162018/192015/162018/192015/162018/192015/16

56% 44% 65% 61% 75% 69% 65% 52% 72% 67%

44% 56% 35% 39% 25% 31% 35% 48% 28% 33%

White Asian Black Mixed Other

Online Offline

42


Table 42: Online gambling activities by ethnicity 2018/19 (treatment)

Online White Asian Black Mixed Other

Betting 22% 17% 8% 15% 9%

Bingo 1% 0% 0% 0% 1%

Casino Games 13% 15% 12% 14% 15%

Poker 2% 1% 1% 2% 2%

Slots 15% 4% 6% 15% 6%

Other 3% 2% 3% 3% 0%


Online Total 56% 39% 31% 48% 33%

N= 7,228 274 118 110 35

Table 43: Offline gambling facilities and activities by ethnicity 2018/19 (treatment)

Offline Facility Activity White Asian Black Mixed Other


2% 1% 3% 1% 1%


Gaming Machines

15% 19% 25% 16% 29%

Other 4% 8% 10% 7% 8%


Betting Shop Total

30% 38% 49% 32% 46%


Gaming Machines

1% 0% 1% 1% 0%



1% 2% 3% 2% 3%

Table Games 3% 16% 8% 10% 12%


Casino Total 4% 18% 12% 12% 16%


Scratch cards 2% 1% 1% 3% 2%

Other 4% 2% 1% 2% 1%

Offline Total 44% 61% 69% 52% 67%

n= 5,702 434 260 117 72

43

Impacts of Gambling Related Harm Debt Levels l Over the past year, half (50%) of clients reported

having some level of debt.

l Of those gamblers who provided an approximation of the level of debt, the most frequently mentioned was ‘less than £5000’ (20%).

l In 2018/19 there was a fall in the number of clients disclosing some level of debt (not disclosed increased from 11% in 2017/18 to 18% in 2018/19). The opposite trend was observed in the reporting of debt levels by those contacting the National Gambling Helpline.

l There was a combined increase of 11% across all debt level bands above £5,000 between 2014/15 and 2018/19.

Figure 25: Reported debt levels of clients 2014/15 and 2018/19

Table 44: Reported debt levels of clients 2014/15 to 2018/19

Level of Debt 2014/15 2015/16 2016/17 2017/18 2018/19

Not disclosed 10% 2% 2% 11% 18%

None 20% 28% 26% 23% 23%

Some 28% 11% 13% 5% 3%

Less than £5,000 17% 25% 23% 23% 20%

£5,000 to £9,999 8% 11% 11% 11% 10%

£10,000 to £14,999 4% 6% 7% 7% 6%

£15,000 to £19,999 3% 4% 5% 5% 5%

£20,000 to £99,999 8% 10% 11% 13% 12%

£100,000 or more 0% 1% 1% 1% 1%

Bankruptcy/IVA 1% 2% 1% 1% 2%

n= 1,457 4,762 5,262 8,299 9,027


0%

5%

10%

15%

20%

25%

30%

10%

Not

disc

lose

d

Non

e

Som

e

Less

than

£5,0

00

£5,0

00 to

£9,9

99

£10,

000

to£1

4,99

9

£15,

000

to£1

9,99

9

£20,

000

to£9

9,99

9

£100

,000

or m

ore

Bank

rupt

cy/

IVA

20%

28%

3%

17%

20%

8%10

%

4%6%

3%5%

8%

12%

0%

1% 1%2%

23%

18%

2014/15 2018/19

44


Client Improvement CORE-10 CORE-10 (Clinical Outcomes in Routine Evaluation) measures wider wellbeing indicators and has the following guidelines:

Score Indicator

0-5 Healthy

5-10 Low-Level

10-15 Mild

15-20 Moderate

20-25 Moderate to Severe

25-40 Severe

CORE-10 specifies: ‘The client must improve by 6.0 or more from pre-to post-therapy to be able to say that they have made reliable improvement’.

l In 2018/19 clients showed an average improvement of 12.4 between pre and post therapy CORE-10 indicators.

l While this was a lower improvement score than in previous years, as the result of lower CORE-10 scores at assessment. The average CORE-10 score at treatment end was lower than in the previous year.

Table 45: Pre and Post Treatment Core-10 Assessments 2015/16 to 2018/19

2015/16 2016/17 2017/18 2018/19

CORE-10 at Assessment 18.2 18.9 19.3 18.5

CORE-10 at Treatment End 6.0 6.1 6.3 6.1

CORE-10 Improvement 12.2 12.8 13.0 12.4

Figure 26: Pre and Post Treatment Core-10 Assessments 2015/16 to 2018/19

0

5

10

15

20

2018/192017/182016/172015/16

18.218.9 19.3

18.5

6.3 6.16.16.0

CORE-10 at Treatment EndCORE-10 at Assessment

45

PGSI The Problem Gambling Severity Index (PGSI) measure has the following guidelines:

Score Indicator

0 Non-Problem Gambler

1-2 Low Level Problem

3-7 Moderate Level Problem

8+ Problem Gambling

l Clients who were gambling problematically when entering treatment showed an average improvement of 16.1 (significantly reduced risk) upon successfully completing their treatment plans in 2018/19.

l This is a slight improvement on previous years and is driven by a greater reduction in PGSI scores at treatment end over the past four years.

Table 46: Pre and Post Treatment PGSI Assessments 2015/16 to 2018/19

2015/16 2016/17 2017/18 2018/19

PGSI at Assessment 19.0 19.3 19.6 19.5

PGSI at Treatment End 4.1 3.7 3.6 3.4

PGSI Improvement 14.9 15.7 16.0 16.1

Figure 27: Pre and Post Treatment PGSI Assessments 2015/16 to 2018/19


0

5

10

15

20

2018/192017/182016/172015/16

19.0 19.3 19.6 19.5

3.6 3.43.74.1

PGSI at Treatment EndPGSI at Assessment46

Client Satisfaction l Out of a possible rating of five, clients across our

treatment network rated us at 4.9 in 2018/19.

l 100% of clients across the network wouldrecommend our services to others and 100%would contact the service again for counsellingif they had a relapse.

Table 47: Client Satisfaction Scores 2015/16 to 2018/19

2015/16 2016/17 2017/18 2018/19

1. Overall,howsatisfiedareyouwiththecounsellingservice?

4.9 4.9 4.9 4.9

2. Howwelldoyoufeelyourcounsellorunderstoodyoursituation?

4.9 4.9 4.9 4.9

3. Howwelldoyoufeelyourcounsellorrespondedtoyoursituation?

4.9 4.9 4.9 4.9

4. Allthingsconsidered,howwereyoufeelingbeforeyoustartedcounselling?

1.9 1.6 1.7 1.7

5. Allthingsconsidered,howareyoufeelingattheendofyourcounselling?

4.3 4.5 4.5 4.5

ScoreImprovementbetween4.and5. 2.4 3.0 2.8 2.8

6. Towhatextentdoyoufeelthecounsellingyouhavereceivedhasbroughtaboutapositivechangeinyourgamblingsituation?

4.7 4.9 4.7 4.6

7. Ifyouhadare-lapsewouldyoucontacttheserviceagainforcounselling?

Yes 96% 97% 98% 100%

No 4% 3% 2% 0%

8. Wouldyourecommendthecounsellingservicetosomeoneelse?

Yes 98% 98% 99% 100%

No 2% 2% 1% 0%

(1 = Veryunsatisfied; 5 = Verysatisfied)

47


GamCare 91-94 Saffron Hill London EC1N 8QP

020 7801 7000

Charity Number: 1060005

Charitable Company Registered in England No: 03297914

GamCare 91-94 Saffron Hill London EC1N 8QP

020 7801 7000

Charity Number: 1060005

Charitable Company Registered in England No: 03297914

annual statistics - gamcare.org.uk · l an increasing number of asian service users accessing our...

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