Case Study: A Supporting Hand for David
David, a client who had been struggling with a period of isolation, was referred to Citizens Advice Somerset by his Support Time and Recovery Worker. Initially, he just needed a bit of help buying a new bed, but as the relationship with his advisor grew, it became clear there were other issues where he needed support, like benefits and budgeting. The most pressing was the often-stressful process of moving from Employment and Support Allowance (ESA) to Universal Credit (UC).
Citizens Advice Somerset helped David with a number of different things. In partnership with his referrer, they helped him get all the necessary information together to apply for a new bed through the Help Through Winter Fund. To support him with the trickier bits of the benefits process, they facilitated three-way phone calls with the Citizens Advice Help to Claim service and the Universal Credit helpline, as well as the local council and Wessex Water to sort out other issues. The advisor also sat with him to fill out forms and upload documents online, making sure he was comfortable with the digital process.
An important element in the success of this case was the use of three-way phone calls, which were essential as David found it difficult to make calls himself or use email. The advisor was able to take notes and clearly explain the outcomes of each conversation. Close collaboration with his referrer made sure all the evidence for his funding application was submitted accurately and on time. By guiding him through the online forms, the advisor helped him overcome a significant barrier to digital access. By keeping the lines of communication clear after each interaction, David began to feel more in control of the process.
The work paid off. David not only secured the funding for his new bed but also had a smooth transition from Employment and Support Allowance to Universal Credit. Another positive outcome was the boost in his confidence—he now feels much more comfortable picking up the phone and engaging with services on his own.
The support worker and the Citizens Advice Somerset advisor maintained a strong partnership, sharing information and making sure David had consistent support. This multi-agency approach was central to making sure all of David’s needs were met in a holistic way.
This case demonstrates the importance of staying in touch with the initial referrer and tailoring support to a client’s specific communication needs. Speaking on his behalf during calls while keeping him in the loop was vital for building trust and ensuring the advice was both accessible and effective. Digital exclusion is a real barrier, and the right support can make all the difference.
Case Study: Eleanor Finds Confidence
Eleanor, a client with agoraphobia, was referred to Citizens Advice Somerset by her Clinical Associate Psychologist for help with a Personal Independence Payment (PIP) application. She had tried applying before but had been unsuccessful. Because of her diagnosis, a telephone-based appointment was arranged to make sure she could get the help she needed from the comfort of her own home.
Eleanor’s main goal was to put together a much stronger application and to have a successful outcome.
Citizens Advice Somerset arranged a telephone appointment, during which the advisor provided verbal advice, guidance, and suggestions. Eleanor was able to take notes during the call and then completed the form herself. After she submitted the application, her Clinical Associate Psychologist let Citizens Advice Somerset know that the claim had been successful. The advisor helped with a few follow-up questions she had, too.
A data-sharing agreement made communication between the different parties straightforward, and the option for a telephone appointment was a great way to accommodate Eleanor’s specific needs. Taking notes and putting them into her application herself was a huge step for her. The continued collaboration with her referrer after the claim was successful was also an important benefit.
The work resulted in a rapid success—her Personal Independence Payment was awarded within three months. This had a great effect on Eleanor’s confidence; she now feels more comfortable with the benefit processes and is reassured that a positive outcome is possible.
The consistent and effective communication between her NHS referrer and the Citizens Advice Somerset staff helped to achieve a positive result. This case shows that phone support can be a great help for clients with specific needs. Also, having the same staff involved from the start really helps build trust and keeps clients engaged.
“Thank you—you have been really helpful, right from the start.” -Eleanor
Case Study: Making Progress with James
Referred to Citizens Advice Somerset by Somerset NHS Foundation Trust, James was dealing with a number of complex issues all at once. He was living in a two-bedroom flat with three children, one of whom was non-dependant, and wanted to improve his housing situation. In addition, he had some debts to sort out and needed to make sure he was claiming all the benefits he was entitled to.
Citizens Advice Somerset began working with James with a series of phone calls and appointments. They initiated a Homefinder Somerset application for him, and although it’s still a work in progress, the support is ongoing. Citizens Advice Somerset also helped James submit a Personal Independence Payment application, which is currently at the Mandatory Reconsideration stage. Progress has been steady but slow, as his health conditions have a real impact on his ability to engage.
Collaboration with James’s support worker, who was also the referrer, has contributed to this case’s success. The dual support helped re-engage him during periods when he felt overwhelmed. By understanding his capacity to engage, the Citizens Advice Somerset advisor was able to tailor the support and create realistic plans. When James expressed feelings of worthlessness, the advisor provided emotional reassurance that helped him re-engage. By taking a flexible and responsive approach, the advisor could adapt quickly to James’s needs.
An empowering shift happened when the advisor helped James see himself as a central part of the process, not a burden. This change in perspective had a positive effect on his engagement and progress. The flexibility of the project itself, particularly when combined with the support worker’s involvement, has also contributed to the positive outcomes.
James now trusts his advisor and engages much more effectively. He willingly sends the information needed and completes forms. He answers phone calls and responds to emails and texts, and is no longer distressed when he needs to reschedule an appointment. James also keeps in touch with his support worker, both during scheduled sessions and whenever he needs to. The joined-up approach and ongoing engagement with his support worker have been very beneficial for the work of Citizens Advice Somerset. Having a support worker involved helps keep clients engaged and reinforces their active role in the process.
“I can trust you” and “I can’t thank you enough.” -James