Read Sarah’s story

When Sarah* was referred to Cambridge Citizens Advice through one of our Fairbite Food Clubs, she was facing significant financial difficulties alongside complex health condition. As a single parent living on benefits with no savings and a severe health condition, managing everyday household costs was a constant challenge. She was dealing with rent and utility arrears, a broken appliance, and longstanding problems with the condition of her home.

Sarah’s health made it particularly difficult to manage several problems at once. She was understandably overwhelmed by the number of issues she needed to address, and required practical, flexible support to help her understand her options and take things forward at a manageable pace.

The adviser began by reviewing Sarah’s income, expenditure, bank statements and benefit entitlement to understand her financial position and identify where help could make the greatest difference. As part of this work, the adviser checked how changes to Sarah’s benefits might affect her income. This revealed that a change could leave her around £312 a month worse off. The adviser explained the potential consequences, helping Sarah understand her options and make an informed decision about her benefits.

One of the most immediate challenges was that an essential utility appliance was not working. This made an already difficult financial situation harder, as replacing the appliance was beyond her means. The adviser helped Sarah access vouchers through the Crisis and Resilience fund for a replacement appliance, including delivery, installation and recycling. Sarah was subsequently able to resolve an important practical problem and prepare meals at home again.

Sarah was also experiencing considerable frustration over longstanding repairs needed at her council property. These included damaged fittings, cracks in the walls, deteriorating skirting boards and faulty windows. Concerned about the condition of her home and the lack of progress, Sarah needed support to communicate her concerns and obtain clear information about the work required.

The adviser contacted Cambridge City Council on Sarah’s behalf, requesting updates on the outstanding repairs and clarification of the investigations and remedial work planned. When responses were delayed, the adviser followed up with the Council and worked to ensure Sarah received information from her Housing Officer. This helped Sarah navigate a difficult situation while managing the additional pressures created by her health and financial circumstances.

Recognising that energy costs were another source of financial pressure, the adviser also helped Sarah access specialist energy advice. This enabled further exploration of her energy debts and options for managing her ongoing bills.

The adviser is also progressing support with Sarah’s other outstanding bills. Work is currently underway to help Sarah apply for assistance with clearing the debt. The adviser is also supporting her to explore eligibility for a social tariff, which could help reduce her ongoing utility charges and make future bills more affordable.

Separately, Sarah will be referred for debt advice to review her wider debts and explore affordable ways to manage her financial commitments.

Sarah’s case demonstrates the range of support available through our Fairbite Food Clubs. This has included financial assessment and benefits advice, practical assistance to replace an essential household appliance, liaison with the Council regarding outstanding repairs, and access to specialist energy advice. Further support is planned to help Sarah manage her outstanding debts, improve the affordability of her household bills and work towards a more sustainable financial position.

Although Sarah’s case remains ongoing, the support provided has addressed an immediate household need and helped establish clear next steps for the financial and housing issues she continues to face.

* Name changed to protect client’s identity