Case Studies & Testimonials
The first three cases are typical examples of how we work with clients on the verge of an enduring crisis and get them back into a stable financial position avoiding absolute poverty and all of its worst effects: destitution, ill-health and worse.
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​All of the case studies illustrate the often complex nature of the cases we handle, where the breadth of knowledge of our people across multiple benefits and allowances and involving many different agencies is so vital in guiding our disabled clients to their rightful destination.
Edith's Story
The client suffers from severe fibromyalgia, anxiety and, when she was referred to us, she lacked the mental fortitude to handle her finances. Edith had been the victim of an abusive relationship which she had just left, but this left her feeling very lost. Having originally helped her obtain an award three years ago, we sent a Mandatory Reconsideration letter to the DWP but, during the 10 week wait for the outcome, the client was showing increasing signs of distress about her financial situation. An intervention was needed in which DAS steps in to help a client through a short-term crisis before it turns into something much worse. Our crisis adviser listened and told the client she was no longer alone, that we could help, and slowly took Edith through the actions needed. With small grants from the Household Support Fund, we were able to settle Edith's Anglian Water bill, and her phone bill. Through our representation, she obtained a full reinstatement of her benefits without the need to go to an appeal tribunal. The client is now happily managing and grateful for the help we gave.
George, Amanda, Frank and Cindy's Story
The father of a family of 4 had a PIP application refused twice when he came to us. We completed a new application but, whilst waiting for a DWP decision, the family were having to live on a small amount of Universal Credit and were really struggling. After a full financial and benefit check by our Duty Team, the Crisis Team stepped in to help the family with an immediate £500 in Tesco supermarket vouchers over a 5-week period. This ensured they could get food as well as nappies, wipes and formula for their new baby. We helped with their energy bill to ensure they could keep their home war, not least with the new baby in mind. The father was eventually awarded an enhanced rate PIP as a result of our submission with a retrospective payment of £4,000. We ended our crisis work with the family as they were now financially stable with their positive PIP outcome.
Daniella's Story
We received a call from our partners Home-Start in Suffolk the day before the client's planned Caesarean birth because she was suffering from anxiety and was desperate for help, having only a few baby essentials. Daniella had just finished work but was advised by the Job Centre that she would not receive her first Universal Credit payment until she had the baby. The client is Romanian, with settled status, and lives alone. She has no family in the UK to provide support or financial assistance. Our Crisis Adviser jumped into action and, within the day, had arranged for Asda vouchers from the Household Support Fund to purchase baby equipment: nappies and bottles etc. Maintaining a close interest in the client's pregnancy, she gave encouragement to help with the Daniella's anxiety over the birth and over having noone to chat 'baby' with. We followed up a week later to enquire about the birth and to find out the baby's sex and name. The client's Universal Credit had started and, through our help, Council Tax Relief and Child Benefit followed. Another case of our work preventing a spiral into absolute poverty and enduring crisis.
Shelagh's Story
The client sustained a serious head injury caused by a skiing accident, exacerbated by a subsequent accident at home. She was diagnosed with Functional Neurological Disorder (FND), Persistent Postural Perceptual Dizziness (PPPD), Visual Vertigo and developed Carpel Tunnel Syndrome, Right Shoulder Arthritis, Neck Anterior Bar Osteophyte and more. She experienced dizziness, limb weakness, tremors, dystonia, blackouts and flashing lights, problems sleeping, changes to personality, heightened anxiety, speech symptoms, including dysphonia (whispering speech). ​Shelagh received support from her husband, with aids and equipment, but they had to move into an adapted bungalow. Despite all this, she was refused PIP, with zero points for both Daily Living and Mobility Components. PIP was refused again on mandatory reconsideration. ​We instigated an appeal, during which Shelagh's mental health suffered greatly - she frequently wanted to give up. With our encouragement, she battled on and, whilst awaiting a date for the tribunal heating, and 20 months from her initial claim, out of the blue the DWP wrote to say her case had been reviewed and she would be awarded Enhanced Rage for both daily living and mobility, adding that her case would not be reviewed for 5 years (normally 2 years). They commented that the evidence we had compiled was overwhelming and that it should never have reached this point. She received a back payment of £12,000. ​The client wrote: "I can't thank you enough for all your help in fighting to get this resolved. A huge weight has been lifted. I know my medical conditions won't go away, but the financial support will have a significant impact on our lives. I couldn't have seen it through without you supporting me. An enormous thank you! It proves that your job has a huge impact for disabled people. You and my partner have been my rock - without either of you, I couldn't have got through this."
Freda's Story
We were asked to contact this client as she had had to stop her part-time job, being no longer fit to work. We advised on her benefits due, but in practice Freda wasn't entitled to very much financial assistance. We provided support with food vouchers and put in regular calls to ascertain her progress. This was the follow-up we received: "I can't thank you enough for your great kindness and support. We really, really appreciate what you have done. You made my day, thank you again. There are not enough words to let you. know how much this is going to help. You are amazing, thank you." The client's (adult) daughter also thanked us for "The support you are giving my Mum. It's really made a stressful time manageable, and your adviser is lovely - she's someone to throw questions at any time my Mum needs her."
Carly's Story
Carly's daughter Amy is severely autistic with serious behavioural problems. When Amy was 3, an award of Disabled Living Allowance (DLA), at the 'higher rate of care' was made. However, a reassessment later saw this reduced to the middle rate, and with a lower mobility element. This had major implications for future referrals to other support services. With support from DAS, Carly appealed. At the opening of the Tribunal, she was warned that its initial impression was that there was not enough evidence even for the middle rate of care. However, Carly was determined to tell her story so, despite the risk of losing everything, she bravely decided to proceed with the appeal. The case hinged on one line in a healthcare assessor's letter stating that night-time care needs had been reduced. However, this was only the case because Carly's husband had taken to sleeping in a separate room, to allow Amy to sleep with her mother, meaning that on the many occasions that she awoke in a panic, she could immediately be soothed back to this sleep. This was having a hugely detrimental impact on the partents' quality of life, as well as their overall health and wellbeing. The healthcare professional involved had clearly not realised the impact that this one comment would make. After the tribunal had heard her testimony, Carly won her appeal. With the restoration of the higher rate of care, Amy's parents are better able to support their daughter, with specialist aids to sleep and professional support for her health problems, Carly's own quality of life is also much improved and she is looking forward to seeing Amy grow and enjoy her childhood in a supportive family environment.
David's Story
Receiving Disabled Living Allowance (DLA), David had been accused of benefit fraud after video surveillance showed him walking his children to school. He was charged with fraud and a trial was held at the Magistrate's Court. DAS assisted him in finding legal representation and supported him throughout the criminal proceedings where he was found not guilty. However, the DWP still maintained that, despite this, they still wanted all payments to be returned. A benefits tribunal ruled that David was liable to repay the benefits he had received as a different level of proof applied in a civil rather than a criminal case. DAS supported David in an appeal to the Upper Tribunal. We knew that he was only able to walk his children to school because he took extra morphine to relieve the pain for a short time. He felt he had to do it, but the effort meant that he was able to do little else for the rest of the day. This case required a lengthy and intensive effort from DAS's volunteer legal adviser, and the Upper Tribunal eventually agreed that there had been an error in law. They referred the case back to the Lower Tribunal which this time rules in his favour. Despite the large sum involved, this was about more than just money for David. Quite apart from the stress of the criminal court case, and the threat of imprisonment, any suspicion of falsely claiming benefits brings with it shame and stigma, public humiliation and a very real risk of abuse from the public, or even hate crimes. Completely exonerated of any blame, David has been able to hold his head up high and, with renewed confidence, and the benefit of further advice, has been able to make alternative arrangements to get his children safely to school.
Miranda's Story
Miranda and her children had been the victims of serious domestic abuse. When she finally plucked up the courage to escape, they were put under police protection and moved several hundred miles to start a new life in Suffolk. Miranda's abusive husband was a civil servant and his ready access to personal data made it quite likely that he would be able to track her down. Therefore the police arranged for all Miranda's correspondence to be sent to a secure PO box. Unfortunately this caused enormous problems. Correspondence from the DWP regarding financial support for her and her childrne was taking up to 3 weeks to reach her, preventing her from submitting replies in time, and resulting in loss of benefits, plunging them into financial crisis. In addition the DWP expected Miranda to attend appointments at the location of the PO box address - the opposite side of the country. A total impasse had been reached. After much time and effort, an adviser from DAS was finally able to speak directly to a senior customer relationship manager at DWP; the DWP had never encountered such a situation before. The case was unprecedented and no procedures were in place to deal with it. Finally an arranagement was made whereby DAS and Miranda had direct access to trusted individuals within both the PIP and ESA teams. To negate any risk of Miranda's whereabouts being disvoered by her abusive husband, all records are paper-based and dealt with only by the nominated staff members on a confidential basis. This unique outcome could not have been achieved without the dogged persistence and specialist knowledge of DAS's adviser. Miranda and her children can now confidently look forward to rebuilding their lives safely in Suffolk.
Edwin's Story
Edwin was a single man in Leiston with no food in his cupboards, 83p left on his electricity meter, and no benefits for another 8 days. One of his benefits had been stopped altogether 5 months previously, and from then on he had been living on his PIP - £58/week. Edwin had to pay a gas bill some weeks previously, which emptied his bank account. He has Housing Benefit and so his accomodation was not under threat, but had had nothing else. Additionally, because he'd lost his income-related benefit, he was now paying weekly for his two prescription items, unaware that he could claim free prescriptions via a different route. Edwin has a dog and he was prioritising food for him over his own. We organised an Ipswich FIND food parcel immediately. They delivered the following day - enough food for 2 weeks, including toiletries, household essentials and dog food. They also topped up his electricity meter by £20. We repeated this referral until we were able to get Edwin's benefits back into payment. Additionally, we were able to access a grant for him, giving him £50 cash per week for 6 weeks - he could afford to buy extra food, clothing, travel and teh electricity he needed.
Diane's Story
Diane was a single mother with 3 children under 12. She was being migrated onto Universal Credit, which meant she was without her income-related benefits for 5 weeks. Her housing benefit was only paid for 2 of these 5 weeks, putting her immediately into 3 weeks' of arrears. He child tax credits were previously paid only weekly, so even though we were able to calculate the best day for her to migrate, minimising the wait for new payments to only 5 weeks, we couldn't bring it down any further. We arranged for a weekly food parcel from Ipswich FIND - we had to do a new referral for this every week; that is their system - including nappies for the youngest child, and sanitary products for the mother and oldest child - they also needed pet food for their cat. We mad a very strong case for this family and FIND really did try to give them everything they needed. We were also able to award this client a cash grant of £50 per week during this time - and she used the small amount of maintentance that she gest from the children's father to pay the bills that came in. We supported her in making her initial application for UC and, also separately, for PIP. We will complete her UC paper form when it arrives in a few weeks too. She has now received her first UC payment, and managed to survive the 5 weeks without income thanks to the service we could provide for her and her children. Finaally, we have sorted out her housing arrears too so that she is not carrying them forward.
Joe and Annie's Story
This was a couple, in their 30s - the husband had lost his job during lockdown and, although previously in good health, was now struggling with his mental health. The wife has bipolar disorder, reasonably well controlled, but in the light of lockdown and her husband's job loss, had suffered a serious relapse. They were at their wits' end about what to do for income. We were able to complete a thorough benefit check and advise them of exactly what to do, in which order, and how quickly. In the meantime, we organised 3 Ipswich FIND food parcels, over as many weeks and arranged a cash grant of £100 for 3 weeks.
Punna's Story
Punna was a client referred by his care coordinator. She rang us as they had not been able to visit due to lockdown, and he had reported that he hadn't eaten for 4 days. We had never seen this client before, and he seemed ot have no support from any agencies until this referral. He has very complex mental health issues: agoraphobic, with enormous social anxiety. he has also been heavily alcohol dependent in the past, and his care coordinator was keen for us not to give him a cash grant, in case the temptation proved too much. We organised two Ipswich FIND food parcels, collected his electricity key and took it to be topped up so that he didn't have the cash himself. His mobile phone was out of credit and again, we arranged a remote top-up to avoid giving him cash. When we completed a benefit check it was appartent that this client should have claimed his state pension 5 months previously. Working closely with is care coordinator, we arranged for the forms to be sent and we completed them. His pension was in payment within 3 weeks. We also assisted with an application for Attendance Allowance - he is now in receipt of this too - and got him onto a reduced tariff with is water company. Finally we were able to sort a Council Tax reduction which saved him over £60 per month.