Guidance that was clear and achievable

 

The client came to the MoneyWise Living project seeking support with two key challenges: migrating from Employment and Support Allowance (ESA) to Universal Credit (UC), and finding advice on energy efficiency to help manage household costs. Having claimed ESA for many years, the client had little experience with benefit applications or form-filling. The prospect of moving to UC felt overwhelming and significantly increased their anxiety. 

 

 

Their adviser worked alongside them to make the transition as straightforward as possible. The client shares: “The adviser reassured me that the process is quite straightforward and can be dealt with in one sitting. He helped me to fill out an online form for UC, how to navigate my online portal, showed me where and how to upload evidence to progress my claim. 

 

“A couple of days after uploading evidence, I was invited to an appointment at the job centre. My claim was processed and I am now receiving UC. I have also followed energy efficiency advice. I am slightly better off on UC, and I have made savings on my energy bills.” 

 

 

The client reported that the energy efficiency advice they received was simple to follow and quickly made a difference, with their top-up credit lasting an extra day or two. They explained that the guidance was straightforward and achievable. 

 

Reflecting on the support, the client said that without their adviser’s help, they might not have met the migration deadline, as other agencies were either too busy or had no available appointments during the migration period. The client emphasised how valuable the adviser’s support had been throughout, describing them as “really helpful” and saying they “can’t praise him enough.”