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‘It’s down to Citizen’s Advice Team that we have a roof over our heads’ – our Advice Team helps customers secure £16,000 in benefits
Date published: 08.04.26
Our Advice Team has helped two of our customers secure more than £16,000 in benefits they were entitled to including back payments of £3,961.60.
Our customers, who are a married couple, were missing out on money they were entitled to due to their mix of ages – one was of retirement age and the other was of working age.
We reached out to help them as their account was in arrears. During the visit our team found out they were receiving Employment Support Allowance and needed to switch to Universal Credit because mixed age couples can only claim Universal Credit until both reach State Pension age.
We helped them with every step of the application and also helped them apply for further benefits including Personal Independence Payment (PIP).
The benefits we helped secure include:
- Attendance Allowance (for people over state pension age who need help with personal care) - £110.40 weekly with a backdated payment of £441.60
- Food vouchers - £150
- Fuel vouchers - £147
- Universal Credit Limited Capability for Work and Work Related Activity – £5,079.24 annually
- PIP – £5,361.20 annually with a backdated payment of £3,520
Our customer Susan said she is so grateful for the support she received from us.
She said: “There was so much relief when we were awarded our benefits – it was unreal and to now be told we’re in credit with our rent is amazing.
“I was struggling so bad before that I thought I would lose the house. It’s down to Natalie from the Advice Team that we have a roof over our heads. I had to go to foodbanks, our electric was pay as you go and I was worried about feeding the meter – but Natalie got us some vouchers to help with both of these.
Natalie helped the couple to complete the applications for PIP and UC.
Susan added: “Natalie helped with PIP as I was originally turned down and we were awarded it. I couldn’t have coped with this on my own. When I had to have the interview for PIP and UC, Natalie was there all the way.
“Having our benefits sorted has an amazing impact – having to borrow money off your family is degrading, it’s been a long battle but we’ve reached light at the end of the tunnel. Thank you so much to Natalie – I can’t express how grateful we really are.
“If other customers are struggling with their finances I’d most definitely advise them to get in touch with the Advice Team at Citizen.”
Our Money Advice Officer Natalie French said it’s brilliant news that we successfully secured the benefits for our customers.
She said: “A big part of my role is providing advice and guidance to help customers avoid financial difficulty and sustain their tenancies. I was thrilled to have helped Susan and her husband secure the benefits they deserve.
“It’s so important that we listen to our customers and focus on the things that matter most and when I met with Susan and her husband, I could see they were struggling and I knew we would be able to help them secure the benefits they were entitled to. We worked through the application process together and were successful!
“The best part of my job is seeing those successful outcomes and hearing positive feedback from customers and colleagues.”
If you’re struggling with your finances or feel you need some support contact our Advice Team by emailing Citizen.adviceservices@citizenhousing.org.uk or visiting our website.
