'I would still be struggling with my bills if it wasn't for Citizen' – how our Advice Team helped one customer secure £13,000

Following her husband's death, Ann spent 13 weeks without any income and was struggling to pay her bills.

A conversation with our Advice Team changed everything, helping her to access the support she was entitled to. In total, they helped her secure more than £13,100 in benefits.

This week is Talk Money Week, run by the Money and Pension Service, and it’s an opportunity to highlight the importance of speaking out if you need help with your finances.

Our Advice Team is here to help and support you to get the benefits you’re entitled to – so please let us know if you are struggling and we’ll be able to support you.

Providing support

Ann, from Coventry, spoke to us after her husband passed away last year. Not only was she dealing with grief, but she also had no income and had never claimed benefits before.

She felt overwhelmed and didn't know where to turn. When she spoke to us about not being able to pay her rent, she had a conversation with our Advice Team.

Ann said: “Citizen got in touch with me after I received a letter saying that my rent wasn’t being paid, neither was the council tax and I wasn’t able to get any money out of my bank.

“Before he passed away, my husband told me I wouldn’t have any problems with money, but I had lot of problems, and I didn’t know how to deal with them. I kept breaking down. Me and my family didn’t know what to do until Citizen stepped in.

Here to help

After speaking to Ann our Money Advice Officer, Tesh, went to visit her and reassured her that we could support her.

Ann said: “Tesh helped to get my pension sorted and she got me a voucher so I could go shopping. I was so relieved I was able to pay for my shopping. She helped me so much and told me about a lot of things I could get help with that I knew nothing about.

“I’m still grieving but Tesh did so much to help me get through that period and sort my finances out. Within a week of seeing Tesh, I got most of my money worries sorted.

“I would have still been struggling now if it wasn’t for Citizen. I can’t thank Tesh enough for all the help she has given me.”

Ann said she wants to encourage others to speak up if they have any concerns about their finances and she says she even shares Citizen’s phone number with other customers so they can get help.

She said: “Definitely speak up because the team at Citizen can help you get things sorted.

“I don’t want anyone else to go through what I’ve been through. I had visions of being evicted and I didn’t know what to do.

The benefits we helped secure included:

• State Pension £10,085.40
• Back dated State Pension £1,008.43
• Pension Credit £1,723.80
• Winter Wellbeing Pack £10
• Charity Pension Gift £200
• Hardship Fund Food Vouchers £80

Talk Money Week

This year's theme for Talk Money Week is It All Counts, focusing on realistic, manageable actions. Whether it's checking you're receiving all the benefits you're entitled to or talking to someone you trust about money worries, every step can make a difference.

Our Money Advice Officer Tesh Unarket said: "We're delighted to hear how much of a difference our support has made to Ann.

"Many people don't realise they may be entitled to financial support, particularly when they're dealing with a major life event such as bereavement.

"Talk Money Week is a great reminder that nobody should struggle alone. If you're worried about money, please speak to us. Our Advice Team is here to help."

You can contact our Advice Team by emailing advice@citizenhousing.org.uk or visiting our website. The team is also able to provide employment support, energy advice and budgeting advice.