Read Henry's story

Our partnership with Cambridge Citizens Advice has transformed the lives of many people who have had to visit our Foodbank. One such example of somebody who’s benefitted from the partnership is Henry*.

Henry is in his 60s. He has long term physical and mental health problems and is registered as permanently sick and disabled. He is divorced and after a period of homelessness, now lives in a new rented home.

He initially made contact with Cambridge Citizens Advice at the food bank and has been receiving help and support with outstanding benefit problems that had significantly reduced his monthly income. He has also been helped with budgeting, managing his debts and liaising with his new landlords over his need for adaptations to his flat to take account of his physical restrictions.

Henry subsequently had face-to-face meetings with the Cambridge Citizens Advice adviser at the food bank over several months. He had explained that his main priority was to challenge the DWP over the deductions they were making from the overall amount of Universal Credit (UC) he received each month. This was causing him additional stress as well impacting his benefits which are his only source of income. The advisor contacted the UC debt management team and was able to confirm that the deductions related to an alleged overpayment of the housing element of Universal Credit (UC) and not his Housing Benefit as he had previously been told. They then agreed to support him in seeking an appeal of the decision to penalise him in this way.

Having assembled the necessary evidence, Henry was eventually able to report that his appeal had been successful and he had been awarded a back payment of £2,500. This enables him to set up a funeral plan and buy some essential furniture for his new flat. Despite this welcome decision, his general financial situation remained precarious in view of his inability to work as a result of his continuing health problems. At their next meeting at the food bank, the advisor also agreed to help him with the process of assessing the extent of his difficulties with daily living as the first step towards applying for Personal Independence Payment (PIP). They explained that if his application was unsuccessful, he had the right to request a Mandatory Reconsideration. They made sure he was aware of the process and time limits and suggested he re-contact them for further support if he found he needed to submit an appeal. Henry had also raised his ongoing concerns about the cost of travel and the advisor explained the eligibility requirements for a subsidised taxi-card, including the need for supporting evidence from his GP.

Henry then contacted the Cambridge Citizens Advice advisor to express his appreciation for the ongoing support he had received, particularly in relation to securing the housing element refund. The advisor made sure he was aware that he could return for further help at any time.

His case illustrates how contact with Cambridge Citizens Advice over a sustained period at the food bank, can bring about real improvements in the finances and well-being of a vulnerable person.

*Name changed to protect client’s identity