Managing finances and understanding the benefits system can sometimes feel overwhelming, especially when circumstances change unexpectedly. 

Sometimes benefits stop because of administrative issues or changes in circumstances. When that happens, the Money Support Service can help residents understand what’s happened and guide them on the next steps. 

The service supports Town & Country Housing residents, including leaseholders and shared owners, who may be struggling with rent, debt, or navigating the benefits system. The team can provide practical help with benefit applications, paperwork, and understanding changes to income or entitlement, helping residents get the support they’re entitled to. 

For one resident, Michel, the service made a real difference. 

“A big weight off my shoulders” 

For Michel, the support he received brought reassurance at a difficult time. 

“I felt a real relief – a big weight off my shoulders. Years ago I might have coped with it, but now with my eyesight and stress it’s much harder. Jade from the Money Support Team, was very patient and such a great help. I couldn’t ask for more.” 

When asked if he would recommend the service to others, his answer was clear: 

“100%. I’m very grateful for the service that Town & Country Housing offers. Very helpful and very professional.” 

When benefits suddenly stop 

Michel first came into contact with the Money Support Service after his housing benefit payments stopped during a routine review. A member of the Income team noticed the change on his rent account and referred him for support. 

Jade, one of our Money Support Officers, explains: 

“When I first spoke to Michel, we discovered his housing benefit had stopped because his savings had gone over the housing benefit eligibility limit.” 

However, the situation wasn’t quite as straightforward as it first appeared. 

Michel hadn’t built up savings in the usual sense. Because of health issues affecting his eyesight and mobility, he finds it difficult to get out and about. Over time, the benefits paid into his account had simply built up because he wasn’t able to spend them easily. 

During the housing benefit review, this meant his balance had temporarily gone above the limit, which automatically stopped his payments. 

Working through the options 

Jade arranged a home visit so they could talk through the situation together and look at the options available. 

They confirmed when the overpayment had started and how much needed to be repaid. Michel had two choices: he could set up a repayment plan and continue paying his rent himself, or he could repay the overpaid amount, bringing his balance back below the eligibility limit and allowing him to reapply for housing benefit. 

After discussing it with a friend, Michel decided to repay the overpayment, which meant he could make a new application for housing benefit and council tax support. 

Jade helped him gather the paperwork, submit updated bank statements, and complete the application together. Fortunately, the claim was processed quickly and his benefits were put back in place. 

 

Looking at the bigger picture

While supporting Michel with his benefits, Jade also identified that he might benefit from additional support. 

Because he finds it difficult to get out and manage certain tasks, Jade arranged for a referral to be made to Adult Social Services for a care needs assessment. This assessment can help identify what support might be available to help him at home or in the community. 

Support with forms, reviews and applications 

Situations like Michel’s can happen more often than people realise. Benefit reviews, paperwork and online applications can be confusing, and sometimes payments stop simply because a form hasn’t been returned or information hasn’t been updated. 

Jade explains: 

“Many residents find benefit forms or reviews difficult, particularly if they’re dealing with health issues or don’t use computers. Sometimes people aren’t sure what a form is asking for, or that it needs to be returned. When that happens, payments can stop and that’s when we can step in to help.” 

The Money Support team can help residents: 

• Understand changes to their benefits 
• Complete applications and review forms 
• Provide support or signpost residents to help with important paperwork 
• Check residents are receiving all the benefits they’re entitled to 
• Explore solutions if payments have stopped 

For residents who may struggle with technology, paperwork or complex forms, having someone guide them through the process can make a huge difference. 

Getting the right support 

Referrals to the Money Support Service can come from many places, including income managers, housing teams, or other colleagues who identify that a resident might need help. 

Residents can also contact the service directly if they are struggling with finances, debt, or benefits. 

Sometimes a simple conversation is all it takes to identify support that could make a real difference.