Case studies

We are here for you when you need help.

James – PIP award after 14 months

James asked for help from our office because his Personal Independence Payment (PIP) application had been declined. He lived in supported accommodation with staff on-site and a named keyworker. Although he managed to work ten hours a week, he had long-term mental health problems and had been sectioned in the past four years. Thanks to the support he had received over 20 years, his mental health problems were being managed and he had obtained a part-time job.

Because of the length of time that had passed since his original PIP application had been refused, we considered making a completely new claim. In the end, a late mandatory reconsideration request was submitted, supported by a detailed report from his keyworker. The request was refused again, and it appeared that the main reason for refusal was that James was working.

We then submitted an appeal, providing further supporting evidence and a full explanation of his work environment, including the fact that he did not have to deal with the public. However, the refusal decision remained unchanged, and James was required to attend a tribunal.

At the tribunal, the panel made an immediate award of PIP, stating that they could not understand why an award had not been made earlier. The whole process took fourteen months, during which James’ mental health deteriorated due to the stress of the unresolved appeal. His medication had to be increased, and the uncertainty around the tribunal caused him significant anxiety.


Welfare Benefits Caseworker

Mother with three children – housing crisis & eviction

The client and her three children received a Section 21 notice in January 2024, giving them two months’ notice to leave their private rental accommodation. She had no rent arrears. She was working, with her income supplemented by Universal Credit to help cover the high cost of private rent.

Unable to find anywhere affordable to move to, she made a homelessness application to Woking Borough Council. When she could not leave at the end of the notice period, the landlord issued possession proceedings. CAW supported her throughout the court process via our Court Help Desk project. As there was no defence to the possession claim, a possession date was set for July 2024 and an eviction date for September 2024.

Despite continued searching, the client could not find any affordable private rental accommodation. She and the children were evicted in September and Woking Borough Council initially placed them in hotel accommodation with no cooking or laundry facilities. They were later moved to a single room in B&B accommodation with a shared kitchen and bathroom, where they remained for five months.

During this time, the client had to give up one of her jobs because living in the B&B meant she could not access the childcare she needed. This reduction in income meant that if she moved back into private rental accommodation, she would be subject to the benefit cap. She effectively became trapped in temporary accommodation until the Council could offer her more suitable housing.

CAW requested a suitability review of the B&B placement, as their stay far exceeded the six-week Government limit. Before the review concluded, the Council offered the family self-contained two-bedroom temporary accommodation, which they accepted. They are assessed as needing three bedrooms and continue to search for permanent housing, with ongoing support from CAW.

By the time they eventually secure a permanent home, the children will have moved four times in under two years.

Housing Caseworker

Food crisis – no income, language barriers

A client was referred to the Food Bank Project after losing his job and experiencing a sudden drop in income, which left him unable to afford food. He had been incorrectly advised by his former employer that he could immediately claim his pension. This misinformation resulted in a period with no benefits, no pension, and no income at all.

As a result, he fell into significant rent and Council Tax arrears and struggled to meet basic living costs.

Through the project, he received direct support from one of our Advisers, who helped him to:

  • Apply for Council Tax Support to reduce arrears and avoid enforcement action
  • Make his first Universal Credit claim to stabilise his income until he reached State Pension age
  • Negotiate service charge and rent payments with Woking Borough Council to prevent further arrears
  • Contact the Council about ongoing housing disrepair issues
  • Apply for a Woking Bus Pass to reduce essential travel costs

The client also faced digital exclusion and language barriers, which made it especially difficult for him to access online services and manage his claims. He relied on intermittent food bank vouchers during this period while his benefits were being established.

Once he reached State Pension age, his situation improved significantly. He now receives his State Pension, and his income support has transitioned from Universal Credit to Housing Benefit, giving him much-needed stability.

He was extremely grateful for the combined support from the Food Bank and Citizens Advice during this challenging time.

Trussell Trust Caseworker

Self-employed – DRO after illness

Our client was self-employed when he was diagnosed with a chronic, debilitating disease that forced him to stop working unexpectedly. After giving up work, he sold his van to cover immediate expenses, but was still left with outstanding income tax and a credit card balance he could no longer afford to repay.

Working with his wife, we carried out a full assessment of their finances and identified that he met the criteria for a Debt Relief Order (DRO). We prepared and submitted the application on his behalf. The DRO was approved, writing off £26,800 of debt—an amount that would have been impossible for the family to repay following his sudden loss of income due to his diagnosis.

Debt Caseworker

I-Access – severe debt, anxiety and alcohol misuse

A service user was referred to the I-Access Project for advice and support at a time when she was experiencing severe financial hardship, high levels of anxiety and growing difficulty managing her day-to-day finances. She had built up more than £50,000 of debt and was struggling to cope both emotionally and financially, which was worsening her issues with alcohol misuse.

Through the Citizens Advice I-Access Project, we provided detailed, ongoing casework to stabilise her situation and help her regain control. Support included:

  • Carrying out a full budget review and debt assessment
  • Identifying areas to improve her financial stability
  • Successfully applying for Personal Independence Payment (PIP) to reflect her medical needs
  • Maximising her income through benefits, including Universal Credit
  • Exploring suitable debt solutions and determining that a Debt Relief Order was not possible due to the level of debt
  • Supporting her through a bankruptcy application, which was approved and led to the full discharge of her qualifying debts

She was awarded enhanced daily living and standard mobility PIP components, and her LCWRA outcome for Universal Credit is pending.

As a result of this support, her financial situation has stabilised significantly. Bankruptcy removed more than £50,000 of unmanageable debt, easing the financial pressure that had been causing severe anxiety. With her income secured through disability benefits and the weight of debt lifted, her mental health and wellbeing have improved markedly. She is now able to engage more positively with the I-Access drug and alcohol support team and focus on her long-term recovery..

I-Access Caseworker