A single mum in her 20s contacted our Money Advice Service after being overpaid Housing Benefit and finding herself unable to repay the debt. Complex mental health difficulties meant she was vulnerable, and she struggled to deal with bureaucracy. Our advice worker, Jordan, acted on her behalf so she didn’t have to communicate directly with any officials.
She was advised to request a debt write-off. The client was helped through the credit reference process by both Jordan and her support worker. Eventually the housing benefit debt was written off and her wellbeing continues to be monitored by her support worker.