Real Life Stories
Here are a small example of the types of cases and clients we support each day. Please note all names have been changed.
David's Story
The issue
David was employed for 16 years and lived in accommodation tied to his employment. He was dismissed on the spot for no given reason and due processes were not followed.
How we helped
With our advisers help David made a claim for unfair dismissal, and wrongful dismissal in relation to his unpaid wages and pay in lieu of notice. Our adviser negotiated a settlement of £5,700, which was £700 higher than David had anticipated.
Yuan's Story
The issue
We have been working with a vulnerable client, Yuan, who was in financial difficulties and had suicidal tendencies. He is not IT literate and so has needed a great deal of support from his sister who lives far away.
How we helped
His sister had struggled to get through to the Department for Work and Pensions (DWP) about problems with deductions from his Universal Credit (UC) payments, and his UC for his housing costs kept stopping, for no apparent reason. Our adviser escalated his issues through the DWP and communicated his sister throughout this process.
Jim's Story
The issue
Jim is 51, he lives on his own but is significantly assisted by his sister who lives close by. Jim has severe physical difficulties caused by failed back surgery which essentially means he cannot bend his spine. He can’t wash or bathe without assistance. He can’t dress the lower part of his body or put on shoes without assistance. He has difficulties standing and can’t walk more than 50 meters with a stick or frame. He also has arthritis in his back. Jim also has mental health challenges. He suffers from severe anxiety, social phobia, panic attacks which are made worse by worries about money.
Jim had received Personal Independence Payments for several years, but in May he was reassessed by the DWP who send a letter on 5th May saying their reassessment showed he was no longer eligible for any PIP.
How we helped
Jim contacted Citizens Advice on 24 May and after speaking to a couple of volunteers to explain his circumstances was referred to a volunteer benefits specialist caseworker. The benefits specialist was able to talk to him and collect paperwork in order to put together a case for a Mandatory Reconsideration of the DWP decision which was finalised with Jim and dispatched to the DWP on 17 June. In the past asking for a Mandatory Reconsideration is unlikely to result in a change of decision from the DWP. This is a process that must be gone through in order to request a Tribunal hearing to make the case for the decision to be overturned. However, more recent experience is that some cases are being overturned on Mandatory Reconsideration and because of this the volunteer benefits specialist submitted a detailed case for reconsideration, like the amount of information normally put in front of a Tribunal. On 17th August the DWP announced their decision to overturn their original decision and to award Jim PIP at the highest rate. This is £122.55 a week or £6,372 a year. Jim also received back pay of £2,200. The client is extremely pleased with the outcome!
Paul & Lena's Story
The issue
Paul and Lena are a married couple in their 20s with 4 children under 5 years old. The family came to us with debts totalling: £45,000 taken out at a time when Paul was in secure employment with a good income.
How we helped
They approached us for support in February 2021 when David had given up his job to support his wife and care for their children following his wife suffering significant ill health as reflected in her enhanced rate PIP award for both daily living and mobility. We applied successfully to the Poole and Ring’s charity for the bankruptcy fee of £680. We supported the client throughout the process, negotiating for time with the creditors and bailiffs. The bankruptcy was approved on 8 July.
Marta's Story
The issue
A client, Marta, had been turned down for both elements of their Personal Independence Payment (PIP) application.
How we helped
We represented them at a tribunal which overturned the decision, and Marta was awarded the enhanced rates for both care and mobility. This resulted in a backdated award of £6,000 plus £152.15 per week going forward.
Saif's Story
The issue
We also represented another client, Saif, at a tribunal hearing, who had been turned down for both elements their PIP application.
How we helped
Again, the tribunal overturned the decision, and Saif was awarded the enhanced rates for both care and mobility, along with a backdated award of 10,000 plus £152.15 per week going forward.
Lydia's Story
The issue
Lydia approached us for help with disability benefits for her 9-year-old son, Jack. Jack had been diagnosed with Autism in 2019 and was on the waiting list for an ADHD assessment. Jack had significant difficulties, and no understanding of danger, so was frequently putting himself at risk of serious injury. Even simple things like walking to school were hazardous. Jack needed constant supervision. Lydia also had three other children to care for, including a daughter who was also autistic. So, it was impossible for her to find a job to help make ends meet – she needed to be there to support her young family. Lydia had applied for a benefit called Disability Living Allowance (DLA) for Jack, last spring, and had been awarded the lowest rate of DLA – £23.60 per week. But she felt that Jack’s difficulties were considerably more serious than the DLA award suggested, and he had also deteriorated since last spring.
How we helped
So, Lydia contacted the DLA and asked them to review Jack’s award, which resulted in them sending her another DLA form to complete. She had really struggled with the original form, partly due to her dyslexia, and she had heard that Citizens Advice had specialist advisers to help apply for DLA. She got in touch with our Bracknell service. One of our Disability Benefits Specialist Advisers talked to Lydia about Jack’s situation and agreed Jack was on the wrong rate of DLA. After a full analysis of how Jack was affected by his autism and other difficulties, the new form was completed and sent to the Department for Work and Pensions for assessment.
About eight weeks later Lydia sent a message to our Disability Benefits Specialist – Jack’s DLA award had been changed and Lydia was now getting £83.30 per week to help with the extra costs involved with caring for him. Lydia was so relieved, because it took some of the financial pressure off her and her young family. She also asked our specialist adviser if they would help when Jack’s sister’s form needs renewing next year – and of course our adviser will be delighted to help.
Femi's Story
The issue
Femi had made her own (with her partners help) PIP application and following an MR. The MR was refused in January.
How we helped
We became involved initially with a housing issue and submitted a late appeal on the client’s behalf for her PIP in early June. We heard back from DWP on 4th August to say that Femi was awarded the enhanced rate for both components backdated to July 2020. She will receive £8317.43 for the arrears and £608.60 every 4 weeks going forward.
Claire's Story
The issue
Claire had made her own PIP application in September 2020 and had been refused both components.
How we helped
Following a successful appeal submission, Claire has been awarded enhanced rates for both daily living and mobility. An ongoing award of £152.15 per week plus, a backdated payment of £7000.
Mark's Story
The issue
Mark claimed UC in April 2020. UC contacted him on 5th July 2021 regarding retrospective verification, he had 14 days to upload his documents. Mark works nights as a taxi driver and could not upload the documents required without the help of his partner.
How we helped
UC closed his claim and issued an overpayment for the whole UC claim back to April 2020.
Our adviser completed an MR and managed to get the UC reinstated and the £5,500 overpayment cancelled, as well as backdated pay of £590, and an on-going award of £7,080.