Empowering our customers

Over the last six months, we've been committed to helping our customers navigate some of the most complex and challenging parts of the benefits system. Out goal has always been clear - to make sure customers get the financial help and support their entitled to,.

Here are just a few examples of the positive impact we've had:

1. Helped a customer with over £6,200 in rent arrears and £1,600 in council tax debt successfully appeal a backdated Universal Credit (UC) claim, resulting in a £6,274.32 payment and ongoing monthly support. Their council tax was also completely written off.

2. Support a customer struggling with UC's digital process, leading to a backdated payment of £4,835.46 enough to clear arrears and leave them in credit.

3. Identified a customer had reached pensionable age and swiftly secured Housing Benefit, Pension Credit and Council Tax support, amounting to over £13,000 a year in benefits.

4. Persisted through a long appeal process to resolve over £11,000 in rent arrears and secure ongoing support, including full Council Tax support.

5. Appealed a Housing Benefit decision at tribunal, resulting in a £4,184.56 backdated payment that turned a negative rent balance into a credit.

6. Discovered a missed UC housing cost payment was causing arrears; we appealed, secured a £1,280.46 payment and cleared the account.

The bigger picture

Out of 15 appeals, we've had 14 successes and 1 still in progress - securing over £86,000 in backdated income and more than £47,000 in new benefits for our customers.

These wins aren't just about numbers - they're about making a real difference. It means less stress, more stability and a fairer outcome for our customers. We're proud to stand by them, offering guidance, advocacy and reassurance every step of the way.