Money troubles and lack of support.
Hey, I’m unsure if anyone can offer some advice. I apologise in advance because this is going to be very long!
Just to make it clear from the start I have my brother and his partner’s full permission to post this and I have explained to them what I have written before posting. This is primarily based on what they have told me although I have also referred to emails and text messages, so some things may understandably be perceived or remembered differently.
I live over three hours away from my brother and his partner, so unfortunately I can’t be there regularly to provide the support they need. By the time I am able to travel to them things can sometimes have progressed too far, which is why I’m hoping someone may be able to offer some advice or point me in the right direction. They both have additional needs and although my brother’s partner has tried extremely hard to get the appropriate support, they have repeatedly struggled to get things sorted without help.
They have been receiving benefits since they started living together in 2014. Before they moved in together my brother’s partner had spent nine years in hospital under section before moving into supported accommodation. That accommodation subsequently closed and they were faced with the choice of moving in together or her moving away into alternative supported accommodation. At that time, they had a lot of support from mental health services and a support worker. This included practical help with things such as setting up bills, benefits and other essential arrangements.
Our parents subsequently passed away within a few months of each other. We each received some inheritance, which correctly resulted in their Universal Credit payments stopping. They now need to claim benefits again but unfortunately things have become extremely difficult.
Initially they received tenancy sustainment support through the housing association they rent from. At that point they had rent arrears of over £1,800 and were taken to court. Neither attended because they had been told by the housing income officer that they did not need to attend. By the time everything progressed the arrears had increased to over £2,300 due to additional court costs. Following this the housing association agreed to a payment arrangement of an additional £54 per month on top of paying rent. I had told them to agree to this and after being made aware of what was happening, I’m prepared to help cover this amount if necessary.
Initially, the tenancy sustainment support was really helpful.
My brother’s partner has severe anxiety appointments could sometimes take a long time to arrange or complete. However the officer initially appeared very understanding and supportive. For example she supported her to attend a Universal Credit appointment because she would otherwise have struggled to go, made telephone calls with her, sometimes speaking on her behalf when necessary and helped with emails and correspondence with the council about Council Tax Support. Previously, they had received a 100% Council Tax reduction.
At some point however the support seemed to change. There was an issue with Council Tax arrears which was going to court. The tenancy sustainment officer arranged an urgent appointment because the intention was for them to contact the council together and arrange a payment plan before the court date. During the appointment they were placed on hold for some time. My brother’s partner was sitting in the way she normally does when extremely anxious. She was managing to remain on the phone despite being very anxious. The officer then ended the call and stopped the appointment, saying, “I can see you’re triggered.” My brother’s partner had not been asked whether she was triggered she has confirmed that she was extremely anxious but this is how she normally presents when dealing with situations like this, she was therefore left confused about what had happened. The officer subsequently said that they would instead deal with the matter through a debt agency. This was particularly confusing because previously the officer had been keen to prevent it reaching that stage. There was then no contact for a couple of weeks.
From my brother’s partner’s perspective, she had not knowingly done anything differently. She continued to attend appointments and make the effort she had always made and there had been no indication that anything had gone wrong or that the officer felt the support was becoming difficult. At subsequent appointments, the officer said several times that she did not have to attend if she did not want to. I appreciate that this may have been intended as reassurance and to make her aware that she had a choice. However because of her anxiety it actually had the opposite effect and made her more anxious.
She also struggles when put on the spot and can become overwhelmed. For example, when asked whether she wanted an appointment the following week she would say she wasn’t sure. The officer would then offer another appointment by email which she would accept and she generally attended. There had been a couple of occasions where she had missed appointments but she had informed the officer.
The next major issue involved their Universal Credit claim.
The officer had explained that she was concerned the claim could close if an outstanding task was not completed. They needed to provide bank statements covering the previous six years, going back to the start of their Universal Credit claim in March 2019. Before that they had been receiving ESA. Unfortunately there appears to have been a misunderstanding where my brother’s partner was told by the officer very clearly that she was not attending the next Universal Credit appointment. She had sent a message saying, “I’m not attending the Universal Credit appointment with you.” The partner replied that she knew, My brother’s partner understood this to mean that the officer was no longer going to support her with the Universal Credit claim.
She has difficulties communicating, particularly when anxious and sometimes struggles to express herself clearly in emails and texts. Due to the misunderstanding in regard to universal credit whenever the partner was asked whether she needed help contacting the bank for the statements she would subsequently respond “I’ll do it”.
I am going by what I can see which is there was a misunderstanding between them about exactly what she meant but the partner does struggle to see it still.
They do not have internet banking or access to a banking app so obtaining the statements required them to telephone the bank. This is something my brother’s partner finds extremely difficult, although she can do it with support. The officer and my brother’s partner had previously tried to make the call together but she was unable to pass the security checks.
At the next appointment the officer asked when she was going to make the call because she was concerned that the Universal Credit claim could close if the statements were not obtained. My brother’s partner again said she would do it and the officer offered to help her make the call. This time they were successful.
A new appointment was arranged for the following week to allow time for the statements to arrive. Unfortunately, this appointment became the final one.The statements did not actually arrive until the day after the appointment.
During this appointment the officer asked my brother’s partner whether she wanted to stop attending and deal with things herself, including Council Tax Support, Universal Credit and water tariffs. My brother’s partner became extremely uncomfortable and confused by this because from her perspective they were very close to getting everything sorted. She explained that she was worried the remaining tasks would not be completed if she was left to deal with everything herself. She was extremely distressed and had not slept properly for several days. In that state she emailed the officer asking for the support to be closed.
The officer closed the support without further questions and advised her that if she wanted to claim Council Tax Reduction she needed to contact the council herself.
The result has now been that the Universal Credit claim has closed, the council has withdrawn the support because she hasn’t managed to provide what was needed and bailiffs are now threatening to attend the property because of the Council Tax arrears.
My brother’s partner has since approached the housing association’s income officer to ask for support again. She recognises that she was the one who asked for the tenancy sustainment support to be closed but she is trying to explain that this decision was made while she was extremely anxious and overwhelmed and was not genuinely what she needed. She still needs support to deal with these issues.
I’ll explain in the next part what has happened with the income officer and the support they have provided because unfortunately that has also not been in the way that my brother’s partner actually needs.
I’m really hoping someone can advise us on what options they have now particularly regarding the closed Universal Credit claim, Council Tax arrears/bailiffs and getting appropriate support back in place.
Comments
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So the income officer had agreed to support my brother’s partner to the best of her ability. However to make it clear she isn’t very clued up herself when it comes to Universal Credit.
She was supporting my brother’s partner and phoned Universal Credit to find out why the claim had been closed. After Universal Credit explained the situation, the income officer explained how much of a struggle it had been for my brother’s partner and stated that there was no support in place. She also acknowledged that my brother’s partner was shaking at the time because of anxiety.
The income officer then proceeded to add herself as a point of contact to try to get the claim back up and running. This was agreed and put in place temporarily for six months.
Suddenly,l after the income officer returned from annual leave the attitude seemed to change.
I have left the first email out as it does include some personal things that I feel would be unnecessary to share. I have included the other emails as most of the contact was made by email,l with only one face-to-face appointment the one where they called Universal Credit.
I have copied the emails below. Where my brother’s partner's messages aren't clear, I have put what she meant in brackets so people can understand what she was trying to say.
Income officer:
“Hi,
Thanks for the income information you have sent me.
I will update you when I hear from UC by email. I understand that you don’t want to have any more appointments for the next two weeks until your medication has started to help you.
Kind regards”
My brother’s partner:
“They phone”
(Meaning: Have Universal Credit phoned?)
Income officer:
“Hi
No, they haven’t.
Have you heard anything?
Kind regards”
My brother’s partner:
“I miss withhold number no sure who were”
(Meaning: I missed a withheld number but I'm not sure who it was.)
My brother’s partner:
“They was replay 13 August 6 oclock do i anything”
(Meaning: Universal Credit was meant to reply by the 13th August at 6pm. Do I need to do anything?)
Income officer:
“Hi
I’ve tried ringing them this morning but was told that someone will call me back. You can try ringing them & see if they have an update for you”
My brother’s partner:
“I try i panic put down see them call if no I try do again”
(Meaning: I tried calling Universal Credit but I panicked and put the phone down. My anxiety was a barrier. I will try again if they don't call.)
My brother’s partner:
“They no phone should given next week or not”
(Meaning: Universal Credit hasn't phoned. Should I wait until next week or should I try again?)
My brother’s partner:
“They phone”
(Meaning: Has Universal Credit phoned?)
My brother’s partner:
“Mum pay app I trouble on phone I not know referee she not send tell me get it”
(This was in regards to paying the rent. She was explaining that her mum had paid the rent via app as she was having trouble doing it on the phone and that she didn't know the reference number. Her mum hadn't sent it to her yet and she was trying to find out what she needed to do.)
Income officer:
“Hi
I’ve not heard from UC, however I was on annual leave last week.
Thank you for making your payment
Kind regards”
My brother’s partner:
“I no hear of them payment got receives”
(Meaning: I haven't heard from Universal Credit. Did the payment get received?)
Income officer:
“Hi
I’m struggling to understand what you mean. Can you please clarify?
Thanks”
My brother’s partner:
“Sorry microphone not works probably i hear of university credit do you got money”
(Meaning: Sorry, my microphone isn't working properly. I was asking whether Universal Credit had been in touch and whether you got the money/payment.)
My brother’s partner:
“I seen sister i ask to send wat i tries say”
(Meaning: I'm due to see my sister and I will ask her to send/write what I am trying to say.)
My brother’s partner then sent a clearer message:
“Universal credit has not been in touch with myself. Can you please confirm payment was received ok.”
Income officer:
“Morning
Yest the payment of £554 has been received to your rent account on 27th August 2026.
I am in meetings today but will try to contact UC tomorrow.
Kind regards”
My brother’s partner:
“Ok you let know what say”
(Meaning: Okay, please let me know what they say.)
After this, there was no contact for five days.
My brother’s partner then sent the next message:
My brother’s partner:
“The phone”
(Meaning: Has Universal Credit phoned?)
This is where it seems that the income officer is no longer supporting her in the same way, although this hasn't actually been stated. My brother’s partner says she isn't sure what is happening.
Income officer:
“Morning
I have just spoken with them.
They say that your previous claim is closed. You will need to make a completely new claim with a new email address. You can make the application online if you are able to do so. If you are unable to do this online, they have advised that you go to the job centre for help with this. If you phone UC they will book an appointment for you. You can try going without an appointment but if they are busy, they could turn you away and tell you to book an appointment. When you go, they have told me you need to take 4 months worth of recent bank statements with you and photo ID if you have it.
This is the only way you can try to claim UC.
Kind regards”
My brother’s partner:
“I no have email I leave as I not know what do I not think I go job thank for help”
(Meaning: I don't have an email address. I don't know what to do, so I will leave it. I don't think I can go to the Jobcentre. Thank you for helping.)
Income officer:
“Hi
Go to the job centre. They should be able to help you if you go in.
Thanks”
My brother’s partner:
“I leave I knew help wish simply for me go I get support to other claims the go with make difficult no support I no refused just struggle”
(Meaning: I will leave it. I know they can help and I wish it was as simple as just going. I have had support with other claims and they have gone with me to make things easier. It is difficult now because there is no support. I am not refusing, I am just struggling.)
My brother’s partner then asked:
“Can ask do you fine how pay council money”
(Meaning: Can I ask, did you find out how I pay the council tax?)
Income officer:
“HI
As we discussed you would need your council tax bill so that you have your reference number. Do you have this?
If not, contact the council on as ask them to send you the information in the post. Explain to them that you don’t want to have direct debits and want to know alternative ways to pay and they should be able to advise you.
Kind regards”
My brother’s partner:
“Yes”
There has been no further contact from either of them.
My brother’s partner feels ignored and not supported.
She is also frustrated that she always seems to be the one who has to chase things up. She wasn't made aware that the income officer was going to be on annual leave and there was no alternative contact or other support put in place as far as she is aware. This is particularly frustrating because the income officer had previously agreed to be a point of contact and had actually contacted Universal Credit herself because she knew how difficult it was for my brother’s partner to deal with them. My brother’s partner is also frustrated because she has previously had support with other claims. She has had people go with her to appointments and help her through the process. She isn't refusing to make a claim or refusing to attend the Jobcentre. She is saying that she struggles to do these things because of her anxiety and needs support to be able to do them. The income officer was aware of this from the beginning. She had seen for herself how distressed my brother’s partner was when they contacted Universal Credit together and had acknowledged that she was shaking because of anxiety. The income officer had also agreed to add herself as a point of contact for six months to try to help get things back up and running. I appreciate that the income officer isn't necessarily responsible for Universal Credit and that she may not know everything about how UC works. I also appreciate that she did initially try to help which is why I am not posting this as a complaint about her.
I'm just trying to understand what should happen in a situation like this.
My brother’s partner has been told that the old claim is closed and that she now needs to make a completely new claim using a new email address.
She doesn't have another email address.
She struggles with phone calls because of her anxiety.
She has already explained that she struggles with appointments.
She has previously needed someone to go with her to appointments.
She has explained that she doesn't feel able to just walk into the Jobcentre on her own.
When she said she didn't think she could go she wasn't saying she didn't want to claim Universal Credit. She was trying to explain that she doesn't know how to manage the process without support. This is why she now feels that she has been left without support. There is also a significant financial impact on my brother and his partner. They are currently losing at least £750-odd a month because the Universal Credit claim isn't in place. So I'm asking for advice from people who may have experience with Universal Credit, housing providers, income officers, Jobcentres or supporting someone with anxiety, autism, adhd and mental health.
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Last one and I really appreciate anyone who has made it to the end of any of my posts. I’m just trying to understand how I can help support my brother and his partner to enable them to receive the correct support.So the next part of the conversation is with Universal Credit. This shows that my brother’s partner did try but again was ignored to the point that she had to call to get answers. Even though she tried her hardest it was then decided that they had too much savings of £16,000.01 even though they didn’t have hardly any information to make this decision, as she had only successfully uploaded 5 pages out of around 5,000 as she needed to upload 6 months worth. How they expected her to be able to do it I’m unsure, as that’s one heck of a task for anyone never mind someone with executive function difficulties. I appreciate that Universal Credit have made reasonable adjustments by saying she didn’t have to come into the Jobcentre, as my brother’s partner was extremely anxious. She even threw up outside because they have no toilet.
These reasonable adjustments however were just another barrier to the statements being added.
I appreciate that a new claim is needed and nothing can be done about the old one but if she is to be able to open a new one she is going to need support. I would like to know if there are any suggestions I can put in place, because otherwise the Universal Credit claim will not get sorted.
The following is copied from her journal.
Universal Credit:
Hello
Thank you for attending the Jobcentre today.
As discussed, please ask your bank for the statements required.
Once you have them, there is an upload on your To-Do list for you to send to us, rather than coming into the Jobcentre.
Kind regardsBrothers partner – 1st July:
I try doing want let more 5 what fo now
Meaning:
“I have tried uploading statements but it won’t let me do more than 5. What do I do now?”
Brothers partner– 3rd July:
I not do more 5 I not know when to do now you tell me
Meaning:
“I can’t upload more than 5. I’m not sure what to do now. Can you help me understand?”
They tried calling a few times before the 17th, but her anxiety is a barrier and they put the phone down.
17th July
They spoke to Universal Credit to follow up on the questions she had asked. They said they didn’t understand and asked her to clarify. Eventually they said a case manager would contact them.
This appeared:
“After speaking today, I've asked that a case manager looks at your case and responds to the questions you raised. They will respond by 20 July 2026, before 6:00pm.”
20th July
Universal Credit finally made contact.
Hi
I have set a To-Do for you to upload your capital, please let us know if you require more To-Do's.
Regards
No support or no real explanation was given.
This was followed by a few of these on 30th July:
“Upload information to support your Universal Credit claim completed”
And this on 30th July:
“Document upload completed”
On 30th July, she sent this:
“You tell me I do right I get l get many papers for statment”
Meaning:
“Can you tell me I did it right? I have lots of statements to send.”
4th August
She sent:
“no what to do how I do rest”
Meaning:
“I do not know what to do and how can I do the rest?”
She also called Universal Credit on 4th August, as she couldn’t upload more statements because they weren’t sending new links.
4th August – this appeared after the call:
“After speaking today, I've asked that a case manager looks at your case and responds to the questions you raised. They will respond by 5 August 2026, before 6:00pm.”
5th August
Universal Credit sent:
“I have set you a few more To-Do's for you to upload your savings statements. Let us know through journal message if you need anymore To-Dos set for you.
Regards”
She has expressed she feels this was a little infuriating and she was upset as she said she did write on the journal several times and every time she was ignored resulting in her having to call to be answered.
She felt it was not fair and that they had lied. I tried to explain that they hadn’t technically lied. However I tried saying i could see that she had contacted them and not once had they answered back until she called.
5th August
She sent:
“Need more I had thousands papers”
Meaning:
“I need more, as I have thousands of statements to send.”
Unfortunately, she had taken “let us know via journal” literally and asked there and then not realising they meant after she had completed the To-Dos they had already given her.
5th August
She then sent:
“I no remember I send before i no shure how fine this”
Meaning:
“She couldn’t remember what she had already sent and was unsure how she could find this information out.”
Again, there was no reply.
Then, on 6th August, this appeared:
Good Afternoon,
A decision has been made regarding your capital, please see the attached letter about your claim,
Regards,
Universal Credit
Then:
“Read the attached file. If the letter asks you to call us, please try using your journal instead. UCD545”
The letter explained that the claim had been closed due to too much capital.
It then said the claim had been closed and several things were cancelled such as the uploaded information and the bedroom tax support because of disability.
There was also no way of contacting Universal Credit on the journal anymore.
This is where I’m struggling
I appreciate that Universal Credit have rules and processes they have to follow. I’m not trying to attack individual members of staff.
I’m trying to understand how my brother’s partner is supposed to navigate this process when she is clearly telling them that she is struggling.
She told them she could only upload 5 pages.
She asked what she was supposed to do.
She contacted them through the journal.
She called when she couldn’t get an answer.
She was told a case manager would respond.
She was given more To-Dos.
She told them she needed more because she had thousands of papers/statements.
She asked whether she had done it correctly.
She told them she didn’t know what to do or how to do the rest.
She told them she couldn’t remember what she had already sent and didn’t know how to find out.
Yet the claim was ultimately closed because they decided there was too much capital despite the fact that she had only successfully uploaded 5 pages out of around 5,000 pages of statements.
So I’m wondering
What support can be put in place to help her navigate universal credit?
Is there another way of providing thousands of pages of bank statements?
Can someone support her with uploading the documents?
Can someone help her keep track of what she has already submitted?
Can someone help explain the To-Dos and what she needs to do, in a way that she can understand?
And importantly is there anything we can put in place before the new claim is started so that we don’t end up back in exactly the same situation?
I’m not asking for people to tell me that she should have just done it or that the rules are the rules. I understand that Universal Credit need evidence and that there are rules they have to follow.
What I’m trying to find out is how we can support her to meet those requirements when the process itself is a barrier for her.
She did try.
She did ask for help.
She did contact them.
She did tell them she was struggling.
And despite all of that the claim was closed. So if anyone has any genuine suggestions about what support reasonable adjustments, advocacy or other help we can put in place before she makes the new claim I would really appreciate it.
Thank you to anyone who has made it this far and taken the time to read everything. I genuinely appreciate any constructive advice that can help us find a way forward for my brother and his partner.
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Council Tax debt is extremely serious and I'd contact an advice agency without delay because the consequences are serious. I'd also ask them about other local sources of practical support with the things they are struggling with.
You've not mentioned your brother much - for a joint benefit claim and joint Council Tax liability why has everything been down to his partner?
This can apply to them both:
Is there someone in their lives that would act as appointee (benefits only)
If they have capacity to give consent, financial Lasting Power of Attorney (the Attorney can at any time with permission manage any financial matter they find difficult).
If they can't consent, an application can be made via the Court of Protection
There are professional deputues, who act for an annual fee when there isn't anyone else.
Internet banking would make their lives easier, and vastly reduce if not stop the need for phone calls (I can't remember when I last needed to phone my bank).
A new email address isn't difficult to get.
Citizens Advice have a Help to Claim service for Universal Credit which might be useful. This is a service run by phone & webchat not linked to your local branch.
Ultimately, if you feel they are at risk of neglect through being unable to manage their finances, or vulnerable to harm through a malicious third party taking advantage of them financially, you can make a safeguarding report regarding your concerns for their welfare.
This might unlock more experienced and formal sources of support than what they've received so far.
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Thank you for your reply.
Yes I appreciate council tax is extremely serious that is why I’m trying to get them some support.
My brother has moderate learning difficulties and he struggles a lot when finances, he has to use his fingers to count for basic maths. Even though his partner struggles she does have better understanding. He tends to do the physical stuff like cleaning, cooking etc.unfortunately there is no-one who can act as appointee for them, the partners mum did but unfortunately she passed away.
They used to have a support worker however once everything was setup that support was removed and for a few years they seemed to manage somewhat there was clear struggles which caused debt but they was more stable than now.
I’m going to try getting internet banking for them, they did have it but the partner said they have had difficulties getting again since changing phones.
My biggest concern is the partner is now starting to really struggle mentally. I want to find support for them that will continue until things are sorted.
Once again thank you very much for your reply, there is definitely a lot of information there that seems extremely helpful.0
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