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Date published: 05.11.25
Talk Money Week: Helping a customer get back on track financially and at home
At Citizen, we know that managing money can be difficult, especially when life feels uncertain.
During Talk Money Week, a national campaign to encourage people to have more open conversations about their finances, we’re sharing how our teams can help when things start to feel overwhelming.
When one of our customers moved into their first home earlier this year, it was an important step forward after years of uncertainty. But settling in was not easy.
The customer, who lives with health and memory problems, found day-to-day life difficult to manage. Their new home had no curtains or flooring, and they did not have essentials like a washing machine or cooker.
That was when our Advice Team stepped in to help, following a referral from our Tenancy Sustainment Team.
Getting the essentials in place
Our Advice Team began by applying for charity grants to fund curtains and flooring, helping to make the home feel more private and comfortable. They then supported the customer to apply for a Community Support Grant to buy a washing machine and electric cooker.
The team worked closely with the customer’s GP and the local council to explain why these items were essential. When the claim was approved a few weeks later, it was a huge relief. Having a working cooker and washing machine meant the customer could finally look after themselves and start to feel more in control.
As things began to settle, the team identified that the customer could also be eligible for a severely mentally impaired council tax exemption and additional council tax support. Both applications were successful, reducing financial pressure and helping them manage their bills more easily.
To make the home more comfortable, the team secured a £400 grant for curtains, nets and a dining table, and submitted another grant application for carpets. Step by step, the property began to feel like a home.
Building trust and independence
At the start, the customer found it difficult to trust others and often needed extra reassurance. The team made sure communication was simple, clear and consistent so the customer felt supported and understood throughout the process.
Through this ongoing support, the customer received more than £26,000 in financial and practical help, including white goods, furnishings and benefit entitlements. Most importantly, they gained the stability and independence they needed to move forward.
A simple voicemail from the customer saying thank you showed just how much of a difference the right support can make.
We’re here to help
Talk Money Week is all about encouraging people to open up about money and find support when things are difficult. If you are a Citizen customer and are struggling with money or unsure where to start, our Money Advice Team can help.
We can work with you to manage your income, access grants or benefits, and find practical ways to make your home more comfortable and secure. Talking about money is the first step, and you don’t have to face it alone. Find out more on our website at www.citizenhousing.org.uk or call 0300 790 6555.
