From uncertainty to confidence: When an unexpected workplace accident left Zac unable to work and facing the end of his only source of income, he was unsure where to turn.

Zac’s story:

Client Profile 

Zac is single and lives with his family, contributing towards the household rent. Prior to his accident, he was employed full-time and enjoyed an active lifestyle. 

In December 2025, the client experienced an accident at work which resulted in health difficulties and prevented him from continuing to work. He had been off sick since the incident and was receiving Statutory Sick Pay (SSP) of approximately £500 per month. 

Reason for Seeking Advice 

With his SSP coming to an end, Zac faced the prospect of having no income. With limited savings and no other source of financial support, this created significant financial uncertainty and anxiety. He was extremely worried about how he would meet his living costs and continue contributing towards his household rent. 

Alongside his financial concerns, Zac was also uncertain about his employment situation. Given the impact of the accident on his health, he did not feel able to return to work in the near future. 

The combination of financial insecurity, health difficulties and uncertainty about his employment was having a significant impact on Zac’s physical and mental wellbeing. 

Recognising that Zac could benefit from practical advice and support, his GP referred him to Citizens Advice Harlow. 

How We Helped 

Zac attended a face-to-face appointment at a CAH outreach session at his GP surgery. Being able to access advice within a healthcare setting provided an opportunity to explore his circumstances in detail and identify the different areas in which he could be supported. 

During the appointment, it became clear that Zac could benefit from advice across several areas, including employment and benefits. 

Zac received information and advice about his employment situation, including constructive dismissal, the possibility of taking his case to an employment tribunal, and the relevant time limits that would apply. 

Mediation was also discussed as a potential way of resolving the employment dispute, and Zac was signposted to ACAS for further specialist advice. Relevant information and links were provided so that he could better understand his rights, options and potential next steps. 

Zac was also signposted to relevant organisations with regards to a potential personal injury claim arising from his workplace incident. 

A benefits check was also completed to identify what financial support might be available once his SSP ended. Zac was advised about potential entitlement to New Style Employment and Support Allowance (NS ESA) and/or Universal Credit (UC), including the application process and the steps he would need to take. 

Importantly, Zac felt confident and capable of making the benefit application himself. Rather than creating a dependency on the service, the advice session equipped him with the information and confidence he needed to take the next steps independently. 

The Outcome 

Following the advice session, Zac had a much clearer understanding of his situation and the options that where available to him. 

The benefits check indicated that he could potentially be approximately £425 per month better off through Universal Credit once his SSP ended, subject to eligibility and the outcome of his claim. This represented a potentially significant improvement in his financial position at a time when he was facing the loss of his existing income. 

Impact 

The impact of the advice went beyond the financial information provided. 

Before being referred to Citizens Advice Harlow by his GP, the client was unaware of his options for when his SSP stopped. He had been facing uncertainty about his income, employment and future while also dealing with the consequences of his accident. 

Having the opportunity to discuss his circumstances in an accessible healthcare setting gave him space to understand his situation and explore options he had not previously known were available to him. 

The advice helped him identify potential sources of financial support and understand his rights. Crucially, he left the appointment feeling more confident and empowered to take those steps himself. 

The client said that he felt better following the appointment and felt empowered to move forward. He also expressed his appreciation for the support provided and for the work CAH does within the community. 

The strength of the Zac’s experience was reflected in an unexpected outcome: he was so positive about the support he had received that he expressed an interest in volunteering with Citizens Advice. 

Most importantly, the intervention gave the client something beyond information: confidence, clarity and a sense of control at a time when he felt uncertain about his future. 

NB: Names and certain details have been changed to protect our clients’ anonymity