Mateo, a European national over pension age, who has lived in the UK for over 30 years, was homeless and hospitalised at the time of referral.
Client profile:
Mateo, a European national over pension age, who has lived in the UK for over 30 years, was homeless and hospitalised at the time of referral. He required regular treatment and presented signs of confusion and memory difficulties. Mateo did not hold a valid passport but possessed an ID card. He was socially isolated, digitally excluded, and had no fixed address or access to public funds at the start of the case.
Reason client needs advice:
The hospital sought advice as Mateo was medically fit for discharge but had nowhere to go and, allegedly, no recourse to public funds (NRPF). His immigration status was unclear, preventing access to housing and benefits. The hospital needed support identifying lawful options for discharge and ongoing care.
What we have done to help the client:
Our adviser first clarified Mateo’s background, he needed support in his native language, and our office was able to offer it. It emerged that Mateo had been resident in the UK for over three decades but had never applied to the EU Settlement Scheme (EUSS).
Immigration status:
With his consent, we made an external referral to a Level 2 immigration charity to support a late EUSS application, as this is beyond our scope. Our adviser assisted the charity in collecting and organising evidence of continuous residence and maintained communication with the hospital throughout the whole process to keep them informed. In one-month time from the referral, Mateo was ultimately granted Settled Status under EUSS, thereby gaining access to housing and benefits.
Housing:
Following confirmation of his settled status, our adviser – with support of our housing specialist - submitted a homelessness application to Harlow Council. Support was provided to gather and send all the documentations and Immigration share codes required. Due to the existing health conditions, hospitalisation, and limited digital capability, this process required extensive one-to-one guidance and multiple appointments.
Interim accommodation was granted 20 days after starting the application process.
State Pension and Pension Credit:
Once Mateo moved to interim accommodation, our adviser supported him in claiming his State Pension. Multiple calls to the DWP were made before the application was successfully completed via a three-way call with a DWP officer.
The DWP confirmed Mateo was entitled to State Pension with a backdated payment of £3,950 and ongoing payments of £921 every four weeks.
A Pension Credit application previously submitted by a social worker was withdrawn, as it was no longer applicable.
Housing Benefit and Council Tax Support:
Our adviser supported Mateo in completing both the Housing Benefit and Council Tax Support applications online.
Practical support:
Our adviser successfully applied for an Essential Living Fund (ELF) grant, through which he received a fridge freezer for his new accommodation.
Energy and Utility Support:
Following Mateo’s move into interim accommodation, our energy adviser provided tailored guidance on setting up and managing essential utilities. This included information about energy supplier registration, water billing advice, practical energy-saving measures to help reduce ongoing costs and information on the Priority Services Register, ensuring access to additional protections and support given his health conditions and vulnerability.
Attendance Allowance:
An application for Attendance Allowance (AA) was later submitted but refused. Mateo will be supported by our benefit specialist in preparing an appeal.
Outcomes:
Through coordinated action between Citizens Advice Harlow, an immigration charity, the hospital, and the local authority, Mateo achieved:
Settled Status under the EU Settlement Scheme.
Secured accommodation through a successful homelessness application.
Pension and benefits entitlement achieved to increase their financial capability
While some of the outcomes do not in themselves generate direct financial gain, they represent essential milestones toward restoring their lawful residence, dignity, and stability - prerequisites for accessing fundamental rights such as housing, healthcare, and income support. Establishing legal status and accommodation provided the foundation for long-term inclusion and reduced dependency on emergency or hospital-based services.
Furthermore, based on NHS reference cost data, it is reasonable to estimate that securing lawful residence and discharge prevented potential hospital charges of approximately £326 per day, over an estimated 90-day period. This equates to an avoided cost of £29,340, illustrating the significant value of a coordinated intervention.
Financial Outcomes:
Awarded State Pension £230.25 per week - £11,973 per year
State Pension backdated payment - £ 3,945.70
Awarded Housing Benefit – £159,05 weekly - £8,270.60 per year
Awarded Council Tax Support – £20.62 weekly - £ 1,072.24 per year
Received Essential Living Fund support (fridge freezer) - estimated value £300
Small energy measures - £1116 expected
LIFT (low tariff for water) - £349.20 expected
Priority Service register
Mateo expressed clear satisfaction with the support provided and remains in contact with Citizens Advice Harlow for ongoing assistance with the Attendance Allowance appeal. We await the outcome.
NOTE: * All client stories have had certain details changed or omitted to preserve the clients’ anonymity.