Case Studies

Case study 1

Restoring Council Tax Reduction Eligibility

A client was seen face-to-face at the Bellingham outreach service after receiving incorrect advice from a council benefits officer stating they must migrate to Universal Credit or lose eligibility for Council Tax Reduction (CTR), despite being in receipt of contribution-based Employment and Support Allowance and therefore not required to migrate.

The adviser supported the client in submitting a change of circumstances form to clarify their benefit status; however, the council initially refused to acknowledge this and wrongly suspended the client’s claim. Further support was provided to the client in raising a formal complaint, which the adviser helped to draft and evidence, challenging the council’s actions and communication.

Following this, the council apologised for the error, reinstated the client’s CTR claim, and requested additional evidence, which the adviser assisted the client in uploading. As a result, the client’s financial situation was stabilised, their claim restored, and their stress significantly reduced, demonstrating both the effectiveness of advocacy support and the accessibility of advice delivered through multiple channels, including face-to-face outreach.

Case study 2

Support Enabling Housing Stability

The client, a 62 year old man living in a first-floor privately rented HMO with no lift, presented with significant housing need due to worsening mobility issues and difficulty managing stairs, with his landlord unwilling to make adaptations. Although in receipt of Universal Credit, housing support, and PIP, he was unable to independently complete a social housing application due to limited digital skills and barriers accessing paper-based alternatives.

He initially sought help at the Sydenham booth. There our adviser explained in detail the eligibility conditions for Lewisham Council housing, as well as alternative housing options and ensured he understood how to optimise his application by evidencing his health and accessibility needs.

On the client's second visit after gathering evidence, he was seen at one of our outreach locations where his housing application was successfully submitted. As a result of support received, the client gained clarity, improved confidence in navigating the housing system, reduced frustration with digital processes, and was able to progress his housing application effectively, while also expressing strong appreciation for the ongoing, accessible support provided by the service.

Case study 3

Reducing Rent Arrears Through Housing and Benefits Advocacy

A client with serious health conditions referred by Macmillan required support to understand unexpected rent arrears that had accumulated across current and previous temporary accommodation. This had caused significant confusion and distress. The client had not been informed that they needed to top up the housing element of their benefit towards rent and the client only became aware of the issue after receiving a notification showing arrears of £1,200, alongside confirmation that financial support had been applied for on their behalf.

Initially unable to obtain clarity from the council’s temporary housing team, the client was supported with a three-way call via the enquiry line to contact the council’s housing team and request a full arrears breakdown. Following this intervention, the housing team confirmed an error in the original figure, reducing the arrears to £439.48 and providing a clearer explanation of how the charges had arisen.

The client was advised to await the outcome of previously submitted Discretionary Housing Payment and Household Support Fund applications to address the remaining balance. As a result of the support, the client gained clarity, had the arrears significantly reduced, and reported feeling reassured while awaiting further financial assistance decisions.

Case study 4

Face-to-Face Support Resolving a Distressing Pension Error

A vulnerable 87 year old client was supported face-to-face at outreach, where it was identified that he had no internet access or digital skills, limiting his ability to resolve issues independently. He had received distressing letters from the State Pension incorrectly stating that his wife had died, which caused significant anxiety as he was unable to contact her at the time and had been unsuccessful in reaching the department himself.

The adviser provided immediate practical support by contacting the State Pension service with the client, verifying that his wife was alive, and ensuring the incorrect records were corrected. The adviser also supported the client in understanding the situation and securing a backdated payment to correct the related benefit error. As a result, the issue was fully resolved, the client’s benefits were backdated correctly, and he reported feeling greatly relieved and reassured.

This case also demonstrates how the service offers flexible support, including face-to-face outreach, to ensure clients with digital barriers can still access timely and effective assistance.