Emma is a young mother living in a one‑bedroom flat with her three‑year‑old son. She is the sole carer for her child while also managing several ongoing mental health issues, which makes it difficult for her to take up employment. To get by, she relied on Universal Credit (UC) and a Discretionary Housing Payment (DHP), but these did not fully cover her housing costs.
By the time she contacted Citizens Advice, Emma was experiencing serious financial hardship. She was facing:
Emma was exhausted, worried about her debt, and unsure how to move forward. She wanted support to stabilise her finances, maximise her income, and appeal her PIP decision.
Our advisers worked closely with Emma to understand her situation and explore every available option to reduce her stress and improve her financial position.
We made contact with her creditors and successfully arranged for some of Emma’s debts to be written off on health grounds, immediately reducing the pressure on her household budget.
Emma had been paying for a washing machine through a hire‑purchase agreement, which cost her £20 a month. We supported her in securing a new washing machine at no cost, allowing her to end the hire agreement and keep more money for essentials.
As part of improving Emma’s financial stability, we referred her to our benefits team for support with her PIP appeal. They helped her prepare her case and gather the right evidence.
We ensured Emma had the right ongoing advice in place, with a clear plan to protect her income, reduce arrears, and safeguard her wellbeing.
The combination of debt support, reduced household costs and a successful appeal has transformed Emma’s financial situation:
Emma told us she feels she can finally breathe again — and move forward with more confidence.
All stories have been given different names and certain details have been omitted or changed to preserve their anonymity.