Citizens Advice Bury & Bolton
Community care and family issues
Abdul attended via a referral from a supporting agency. Client lives alone in a one bedroom flat and is in receipt of Universal Credit.
Abdul had already applied for Personal Independent Payment and had a telephone assessment on the upcoming Monday. Abdul has both physical and mental health issues.
Abdul had previously had a referral to adult social services, as he is struggling manage his flat. We followed this up with a letter to social services and a further call. Upon numerous discussions a care act assessment was completed.
The assessment highlighted that cleaning support was needed and it was arranged for Abdul to receive contact from a cleaner to help with the house upkeep. There were also repairs needed and support in reporting these was provided.
Welfare benefits
Helen attended our drop in service, as she had seen a leaflet explaining the service and how it could support her situation. Helens is 67 years old and lives alone in a property she owns.
Helen’s sole income was state pension and although she had been maintaining her bills at home, she had made sacrifices in regards to this.
This included limited her usage of gas / electricity and being cautious of her food expenditure. Helen explained that she would do everything she could to prevent getting into debt, but admitted that there are times she goes hungry or without fuel.
We completed a benefit check during the service which showed Helen was eligible for pension credit totalling £14.06 per week. She explained she had made a claim for council tax support herself having been prompted and was awaiting an outcome. We discussed how she would also be eligible for winter fuel payments.
During our full appointment we also discussed Helen’s health problems. She informed us she has COPD and asthma and we discussed Attendance Allowance. This was not something that Helen was aware of.
Helen agreed to contact the number to obtain a copy of the form. We discussed what information the form requests. Helen agreed to have a read, returning if she needs to. Based on the discussion we believe Helen will likely receive £72.65 per week at the lower rate.
This has the potential to not only increase Helen’s income by over £86 per week but potentially could receive council tax support and winter fuel payments.
As Helen attended on the drop in service we were able to immediately put her through to an energy advisor. They conducted an interview where the following was advised:
- Tips to reduce fuel bills – It was estimated the agreed changes could reduce Helen’s fuel bill by over £100 per month.
- We discussed fuel and food vouchers – but at this moment these were not necessary
- Bolton care and repair service – Although a referral was not made Helen agreed to consider support for an ongoing issue with her boiler that could support in fixing this.
- Winter fuel payment
Helen explained to the advisor how her mindset had shifted completely in a matter of hours. She had felt hopeless but now sees options and for the first time in a while feels optimistic about maintaining her household.
Debt / money / energy advice
Georgina attended Citizens Advice via an online referral that she had sent in the middle of the night. Georgina mentioned that previously she had sufferered from postnatal depression and financial abuse, along with numerous physical and mental health problems.
The debts were mainly credit cards and loans, although there was some fuel arrears that she had not managed to reduce over some time. Georgina was 26 years old and felt that this was holding her back. She had plans to move house and support her family but this was a hurdle.
Georgina went through a period of paying what the creditors asked for but she found she was unable to support her household. Although she had messaged Citizens Advice she was unsure of how there would be a way out.
We conducted a full appointment with Georgina. Although this lasted and hour and 45 minutes, it allowed us to gather all the information we need and look into the background of the situation. The debts totalled £18,000 and some creditors were threatening bailiff action, as they had already obtained a county county judgment.
We discussed all the options open to Georgina. One of them was to challenge the debt based on financial abuse. However based on the information Georgina could provide, it was deemed the merit of success would be low.
One option discussed that helped with Georginas desired outcome was a debt relief order and this was the option chosen.
We applied for a credit report which identified an additional £3k of debt and obtained up to date proof of income and expenditure.
Following this the debt relief order was successful offering a fresh start and an opportunity to start again financially. Georgina said her health had significantly improved and she was hopeful.
Another very important important factor was that her budget sheet was now balanced, and ongoing she had no concerns regarding paying her bills such as rent and council tax.
The advisor noted the change in the client from the first appointment to the final meeting and how she felt the client was empowered to progress and manage her own financial circumstance.
Housing
Mina approached us owing £3000 to her private landlord. She was single with two dependant children aged 2 and 12. Mina also reported mould in the property. The client had since received possession papers with a hearing listed in November.
Upon discussion Mina explained she had not received the initial Section 8 notice, and that a large part of the problem occurred having come out of employment in May and had struggled to claim universal credit, as the tenancy was in her name and an ex-partner.
The client explained she had struggled claiming universal credit for some time however, as she was working she had struggled but largely managed to make payments.
Due to the underlying issue our housing team worked alongside our welfare benefits team, where an urgent mandatory reconsideration was submitted. It was feared without this there would be a higher merit of possession being granted, so it was vital our welfare benefits team were at hand to assist with this.
We spoke to someone from the job centre who informed that they had authorised a backpayment all the way to 2019, and that this will be in the region of £20,000. It was confirmed this lump sum would also not affect future entitlement to universal credit.
Based on this the rent was paid in full and possession was withdrawn. Ongoing support is being provided to remedy the mould by informing the client of her rights and to work with the landlord to resolve. The fact the rent has been paid has helped the relationship with the landlord and the client is hopefully the repairs will be completed soon.
The client explained they had struggled for so long due to not receiving what they was entitled to, and that this had put them in a strong position. Ongoing, the client is confident rent will be paid.