Kelly’s Story
Kelly is a single parent and carer for one of her children, who has a disability.
Before being referred to us, Kelly and her children were experiencing severe financial hardship. At times, they were left without gas supply and struggled to afford enough food for the household.
Although Kelly was receiving Universal Credit, an incorrect Disabled Child Element within her claim meant she was not receiving the full financial support she was entitled to. As a result, her income was not enough to cover essential living costs, leaving her reliant on an emergency meter and causing significant stress and uncertainty about her finances.
Following her initial assessment, we provided emergency supermarket and energy vouchers to help meet the family’s immediate food and fuel needs and offer some short-term stability.
We then worked closely with Kelly to address the issues with her Universal Credit claim, supporting her through the process to challenge the incorrect Disabled Child Element and ensure the issue was resolved correctly. We also provided information and guidance around additional support available to her, including water support schemes, Discretionary Housing Payments, the Family Fund and wider cost-of-living assistance.
Alongside this, we discussed budgeting support and worked with Kelly to set realistic financial goals to help improve her long-term financial stability.
As a result of the support provided, Kelly’s Universal Credit entitlement was corrected to the appropriate higher rate. She subsequently received a backdated payment of around £5,000, alongside an increase to her ongoing monthly income. This allowed her to pay off some existing debts and significantly eased financial pressure on the household.
In addition, Kelly received a holiday voucher through the Family Fund, providing the family with an opportunity for a much-needed break together. She was also able to cover the cost of her son attending his school residential trip – something she had previously believed would not be possible. To further support the family with essential items for the trip, an additional voucher was provided.
Kelly shared that the support she received helped to reduce her financial stress and gave her greater confidence in managing her finances moving forward. She also felt more able to engage with support services and plan more positively for the future.
“You have really helped me get out of a hole I was in. The customer service has been amazing, you have gone above and beyond, I appreciate you! Not the money, YOU! I was really struggling to find money to buy essentials for my kids and now I have been able to pay off my debts and I have even been able to pay for my sons residential trip which he thought he wasn’t going to be able to go on. Again, thank you for your support, things are looking up for 2026.”
The photograph in this case study does not show the beneficiary. Their name has been changed to protect their anonymity, but their words and experience are genuine.