Referral Source: LIVV Housing
Background
Client Y was referred to Merseyside Housing & Debt Advice (MHDA) by LIVV Housing due to increasing mobility difficulties and concerns that his existing accommodation was no longer suitable for his needs. He was struggling to manage safely within his tenancy, his health was deteriorating, and he was becoming increasingly isolated.
Support Provided
MHDA completed a home visit to assess the client’s circumstances and worked closely with him to develop a plan that would improve both his housing situation and overall wellbeing.
Our support included:
Completing a Property Pool Plus application and an Extra Care Housing application.
Liaising with Adult Social Care to ensure a Social Care Needs Assessment was completed.
Supporting the implementation of an appropriate care package.
Working alongside Sonya from LIVV Care & Repair to ensure a coordinated approach throughout the client’s journey.
Supporting the client to claim Housing Benefit and Council Tax Reduction.
Assisting with a Limited Capability for Work and Work-Related Activity (LCWRA) claim.
Supporting an application to increase his Personal Independence Payment (PIP) to the enhanced rate due to his multiple health conditions and reduced mobility.
Providing budgeting support to ensure his finances were sustainable.
Helping him source a removal company and supporting the practical aspects of his move into his new home.
Outcome
Following this joined-up support, the client was successfully offered an apartment at Watch Factory Extra Care Scheme.
He is now settled into his new home and has described the move as “life changing.” The extra care accommodation has provided him with a safe, accessible environment where his needs can be met. He particularly enjoys having access to the communal café and shared social areas, which have significantly reduced his feelings of isolation.
The client has built positive relationships with his neighbours and now feels part of a welcoming community. Although he continues to attend a number of hospital appointments to manage his ongoing health conditions, he is coping much better because the daily stresses associated with his previous accommodation have been removed.
He told us that knowing MHDA remains available should he require future advice has given him confidence and reassurance.
This case demonstrates the value of effective partnership working between MHDA, LIVV Housing, LIVV Care & Repair, and Adult Social Care. By working together, we were able to improve the client’s housing, financial stability, independence, health and overall quality of life, enabling him to live safely and with dignity.
Case Study – Client X
Referral Source: South Dene Community Centre
Client X was referred to Merseyside Housing & Debt Advice (MHDA) by South Dene Community Centre after seeking help with serious financial difficulties that were having a significant impact on his mental health. He experiences anxiety and mental health challenges and becomes extremely overwhelmed when faced with unexpected problems.
When he attended South Dene, Client X had received enforcement action from bailiffs due to unpaid Council Tax and was extremely distressed. He believed he was going to lose everything and did not know where to turn. Recognising that he required specialist support, South Dene Community Centre referred him to MHDA.
We immediately reassured Client X and took time to calm him down, explaining that there were options available and that he did not have to face the situation alone. We contacted Knowsley Council and the enforcement agents on his behalf, successfully arranging for enforcement action to be placed on hold while his circumstances were reviewed.
During our assessment, we identified that Client X had been paying Council Tax without receiving the reduction he was entitled to. We supported him to complete the appropriate Council Tax Reduction application, reviewed his historic Council Tax debt, and negotiated affordable repayment plans with both the bailiffs and Knowsley Council that reflected his financial circumstances.
We also carried out a full budgeting assessment to help him understand his income and expenditure and ensure that the repayment arrangements were sustainable.
At the same time, Client X became extremely anxious after receiving a request from Universal Credit to provide bank statements as part of a routine review. He feared his benefit would stop and that he would lose his income. MHDA explained that this was a standard verification process, reassured him throughout, and supported him to provide the required information. As a result, his Universal Credit continued without issue, giving him much-needed peace of mind.
Alongside the practical support, Southdene Community Centre provided Client X with emergency food assistance through the Resilience Food Fund. He received a food parcel and Liverpool FC Foundation prepared meals, which immediately reduced the pressure on his household budget and ensured he had access to nutritious food while his financial situation was being stabilised.
By working together, Southdene Community Centre and MHDA were able to provide both immediate crisis support and longer-term financial intervention. Client X’s anxiety reduced significantly as his debts became manageable, enforcement action was halted, and he felt confident that he had a plan in place.
Reflecting on the support he received, Client X said:
“I honestly don’t know what I would have done without your help. I would have buried my head in the sand and my mental health would have got much worse. Thank you for taking the time to listen and sort everything out. The food parcel and meals made such a difference too.”
This case demonstrates how partnership working between Southdene Community Centre and Merseyside Housing & Debt Advice, supported through the Resilience Food Fund, not only addresses food insecurity but also tackles the underlying financial issues that often contribute to poor mental health, helping people regain stability, confidence and independence.
Client A received support with dealing with council tax debt. They had a consideable amount of debt, due to not claiming council tax deduction. Due to failed attempts by the local authority to engage with client A to resole the amount owing, the debt was then passed on to a debt collector.
The debt collector went to the clients home several times, left letters, and on each occasion, the debt increased due to call out charges.
Client A came to the service, anxious, and scared. They presented the letter which stated that the debt collector would return to collect goods from the property, for the value of the amount owed. Client A broke down in the office, disclosed she was ill of health, mentally and physically. They had medical evidence as this was an ongoing health issue.
We contacted the Bailiffs, provided the medical evidence and a financial statement, offering an affordable monthly payment towards the arrears. The creditor put the account on hold whilst this was being dealt with.
At first, they refused the offer, we then contacted the council and advised them of this, they stepped in and assisted, advising the bailiffs that the offer was reasonable and had to be accepted. We gave the client the details to set up the standing order to pay the xx per month to the bailiffs, we advised them not to miss it, the pay plan was set up by the client, and they said they felt less anxious.
We supported Client A to apply for council tax deduction and to complete a mentally impaired application for council tax exemption.
Client A said:
“I cannot thank the team enough for the support they gave me, they acted quickly dealing with the bailiffs and I was so thankful they sorted it out, and the payment plans was something I could afford. I felt so comfortable with the service and would recommend them to anyone who needs support.”
Client B needed housing support as they were threatened with homelessness, due to the landlord selling the private tenancy they were in, plus the rent had been increased to an unaffordable amount.
We supported client B to access Property pool, complete the applications, upload all the documents required and obtain a reference from the landlord.
Client B had the notice to quit from the landlord, we contacted the landlord and obtained a copy of the Energy performance certificate, a gas safety certificate, and electrical certificate. We then supported client B to complete an online presentation form to the local housing solutions (Homeless prevention team). We then emailed the service and advise of our involvement, attaching the documents regarding the notice to quit and certificates. Client B was then allocated a case worker from Housing solutions who would support and guide them through their threat of homelessness.
We applied for discretionary housing payments to assist with the rent top up, to avoid arrears occurring. This was awarded, client B was up to date with their rent, so there were no arrears that would act as a barrier to being rehoused. We also advised client B of the housing shortages and that she would be advised to look for a private tenancy, as well as the property pool, due to lengthy waits for accommodation, due to the lack of social housing. We needed them to manage their expectations, as there was many people in emergency accommodation.
Sometime later, client B was matched to a tenancy by the housing team, and was able to move to the affordable tenancy with the family.
This case reached a positive outcome.
Few words from the client:
“I cannot thank the team enough for the support they gave. I did not have a clue which was to turn and where to start. They made the process easy for me, guiding me through what I had to do. I felt so much better knowing I had them there helping me and assisting me to deal with it all. It has been a lengthy process, but finally, I have a tenancy now for me and the children, that is affordable and hopefully stable. I would recommend this service to anyone who is struggling, they really do know their stuff. Thanks again, you are both amazing.”
Client C had broken up with her partner; he had left the family home. Support was given to apply for Universal Credit entitlement for her and the children. We also supported client C with her rent arrears, which had accumulated due to a gap in new claim. We applied for Discretionary housing payments to assist with the arrears, which halted a pending procession order from the landlord.
Client C was vulnerable and lacked confidence as she had always depended on her ex-partner, who had dealt with everything. We met with the client over several appointments, supported her to navigate and understand the UC online system. We also supported her to put together a budget plan, set up pay plans for her utility bills in her name, and set the payment days to coincide with her benefit payment.
DHP was awared and the arrears were cleared, we arranged for future rent payments to go directly to the landlord. This alleviated the pressure from client C, as she was learning to manage her own finances.
Through the support, client C became empowered to manage her benefits and responsibilites independently. She took control of managing her finances, and was self-reliant now that she was a lone parent.
Feedback from Client C:
“I am so glad I took the step to meet wiht the advisor. I did not know what to expect and felt extremely nervous. I was put at ease from the off. They made me feel so relaxed and calm, I do not know what I would have done without their intervention. I am now in the receipt of the correct benefit, managing my money, home, and bills. Me and the children are a lot happier, and I feel a lot more confident in myself. The advisor has put me in touch with another service, who are going to help me enrol on to a course, whilst the children are at school. I am nervous, but it is in the same centre as I saw Ann & Cheryl, so I feel comfortable coming. My goal is to hopefully get a part-time job soon, hopefully gaining some skills will assist me with this.
Thanks so much Ann & Cheryl, you offer an amazing service.”