Case Study: Josie’s Journey from Crisis to Control

Josie and her partner are of working age and live in social housing with their four school-aged children. Both are currently unemployed. Josie also struggles with a long-term mental health condition, which is worsened by stress and financial hardship.

Despite claiming Universal Credit (UC) and Child Benefit (CB), the family had fallen behind on priority bills, including energy debts, and were unable to top up their prepayment meters. Josie’s mental health was deteriorating, and the family were at serious risk of self-disconnection, food insecurity, and even bailiff enforcement.

Josie reached out to our UKPN helpline (a project funded by UK Power Networks) for help after reaching breaking point, unable to afford basic utilities or food for her children.

She was immediately connected with our UKPN Energy Adviser, who listened carefully and provided compassionate, practical support. This first step opened the door to a wider range of services, including ongoing support from our debt caseworker

After a full assessment, our team quickly identified the family’s most urgent needs and put immediate support in place. The plan was structured across three core areas: crisis relief, income maximisation, and debt management.

Emergency relief

• £80 Food Bank Voucher issued to prevent food insecurity

• £33 Fuel Voucher granted, providing approximately 10 days of energy use

• Application support for Warm Home Discount (WHD), awarded £150

• Eligibility for Essential Living Fund (ELF), up to £200

• Water Tariff Reduction, annual savings of approximately £350

These interventions offered instant relief, allowing the family to stay warm, eat properly, and regain a sense of dignity.

Income maximisation

Through a benefits check and entitlement assessment, we identified additional income the family was potentially missing:

• Personal Independence Payment (PIP): £73.92 per week

• Disability Living Allowance (DLA) for one child: £29.20 per week

• Council Tax Support (CTS): up to £28 per week

Together, these could bring an additional £131.12 per week, or approximately £6,818.24 per year.

We also advised on energy efficiency and behavioural changes that could cut their annual energy costs by £700, making their home more affordable in the long term.

Debt advice and bailiff support

Josie was referred to our specialist debt caseworker for in-depth support. Together, they:

• Identified priority and non-priority debts, including bailiff action

• Took urgent steps to stop enforcement and prevent further escalation

• Explained their options: Breathing Space, affordable repayment plans, and grant applications

• Created a plan to manage and eventually resolve £3,000 in debt

While her debt case is ongoing, Josie has been empowered with knowledge and support to take back control.

Financial outcomes at a glance

• Food voucher - £80

• Fuel voucher - £33

• Warm Home Discount - £150

• Essential Living Fund (potential) - £200

• Water Tariff Reduction - £350 per year

• PIP (potential) - £73.92 per week = £3,843.84 per year

• DLA (potential) - £29.20 per week = £1,518.40 per year

• CTS (potential) - £28 per week = £1,456 per year

• Energy efficiency savings - £700 per year

• Debt casework support managing up to £3,000 of debt

Total potential annual benefit: £8,371.20 per year
Plus up to £3,000 in managed debt relief

Client Feedback

“The energy adviser was polite, understanding, and supportive. Getting the food and fuel vouchers helped us get through the week, and knowing there’s more help coming is such a relief. I finally feel like someone is on our side.”

“Now I know there are options, and we’re not completely stuck. We still have work to do, but I feel more hopeful and less overwhelmed.”

Impact

Josie’s case shows how early intervention and holistic advice can break the cycle of crisis. With both immediate needs met and long-term plans in place, Josie and her family are no longer facing emergency after emergency.

They’ve gone from survival mode to a position of stability and hope, with the tools, support, and guidance they need to rebuild their lives.

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