Angie's Story 

Written By Pete Willis

Client profile:  

Angie is three months away from reaching pension age; she lives in a council house, and her monthly income is primarily comprised of UC (Universal Credit). Angie has long-term health issues and is struggling financially.

Reason client needs advice:  

Angie contacted Citizens Advice Harlow as she could not afford to top up her prepayment meter for gas and electricity and was therefore living in a cold and dark home which was impacting her health. Angie also had accumulated debts due to the cost-of-living crisis. 

What we have done to help the client: 

Our Energy Adviser provided support with the Household Support Fund (HSF), supermarket and fuel vouchers issued along with energy saving suggestions and information on savings that could be made through the Bounty Club social supermarket   

An income maximisation check was carried out, this identified that Angie would be illegible for LIFT (Low Income Fixed Tariff from Affinity Water), PSR (Priority Services Register), PIP (Personal Independence Payment), and pensioner bus concessions. We also helped Angie prepare applications for EHP (Exceptional Hardship Payment) and DHP (Discretionary Housing Payment) and apply to the Community Funds for assistance in replacing broken white goods in her home. 

Our Benefit Specialist assisted Angie in applying for PIP (Personal Independence Payment). This was awarded and shortly after, Angie reached pensionable age, making Angie eligible for Pension Credit which we also helped Angie apply for. 

Our Money Specialist explored all debt solutions with Angie, after considering all options available to her, Angie decided she would like to try and clear all her debts in a 12-month period. Our specialist agreed to support Angie in achieving this if the proposals to her creditors were affordable.  

A payment plan was put in place for priority debts and a DMHEF (Debt and Mental Health Evidence Form), financial statement, and evidence that a PIP application had been made were sent to her creditors, on receipt of this they agreed to put a hold on action for a specified amount of time.

Outcome: 

PIP was awarded. Pension Credit was awarded. The Pension Credit also triggered passported benefits which resulted in housing benefits and council tax support which fully covered Angie’s rent and council tax.  

Angie successfully challenged fees wrongly applied to her Affinity Water account and then used her backdated PIP and Pension Credit award to clear the remaining arrears.  

EHP was awarded which Angie used to clear her Council Tax.

Angie has now cleared all her priority debts and has already reduced some non-priority debts.  We will continue to support Angie to clear her remaining debts and she is on track to be debt-free within 12 months.

  • PIP award for £3216.20 annually 

  • Pension Credit £3927.07 annually 

  • PIP backdated payment £1559.49 

  • Pension Credit backdated payment £906.24 

  • Disability Cost of living payment £150 

  • EHP £442.09 awarded 

  • Rent shortfall covered £30.16 annually 

  • Rent arrears £568.48 cleared 

  • Water arrears £1249.88 cleared 

  • £630.81 non-priority debt cleared 

  • £98 TV license arrears cleared 

  • White goods support in kind £538 

  • Enhanced rate of LIFT £38.40 annually 

  • Fuel Vouchers x 3 total of £128 

  • Household Support Fund £90 

  • Bounty Club £1690 annually 

  • Small measures £1116 annually  

  • Bus pass, expected £610 annually 

Total outcomes confirmed £16,378.82 


NOTE: Names and certain details have been changed to protect the client's identity.

Pete Willis
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