Project Case Study – Millom

Client Support at our Millom Outreach Centre

Background: Client H visited the Phoenix Advice & Guidance staff at Millom Community Hub last week. She sought assistance in updating her Universal Credit (UC) account to reflect a recent rent increase.

Situation: During the conversation, Client H became visibly upset as she described the pressures she was facing. She works, cares for a dependent, and claims UC. Due to a recent rule change, she was now required to increase her work hours from 16 to 18 per week. This additional burden compounded her existing stress from balancing work, caregiving, and keeping up with her UC commitments.

Discovery: The Phoenix Advice & Guidance team discovered that Client H was unaware of two critical pieces of information:

1. As a carer, she was not required to commit to the additional work hours.
2. She might be eligible to claim the carer element in her UC, which could provide her with additional financial support.

Action Taken: A week later, the Advice & Guidance team revisited Client H and made the necessary adjustments to her UC account. These adjustments included:

• Updating her UC account to reflect her carer status.
• Declaring the carer element in UC.

Outcome: As a result of these changes:

• Client H’s next work search review was immediately cancelled. on her UC account.
• Her UC commitments were adjusted to better reflect her caregiving responsibilities.

Client Feedback: Before leaving, Client H expressed her gratitude:

“I came to see a lovely lady who was so helpful and patient. I can’t put into words just how much I would highly recommend this service.”

Conclusion: This case study highlights the importance of personalized support and accurate information in managing UC accounts for carers. The Phoenix Advice & Guidance team’s intervention significantly alleviated Client H’s stress and ensured she received the appropriate support.

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Additional Information: Carers who wish to claim the carer element in Universal Credit must ensure the person they care for is receiving a qualifying benefit. Further information is available on the government website.