Georgina lives in a 1-bedroom council property and has ongoing health conditions. Due to her health conditions …………
Client Profile:
Georgina lives in a 1-bedroom council property and has ongoing health conditions. Due to her health conditions, Georgina has additional support needs which made it difficult for her to manage complex financial matters. Over time, debts escalated to an unmanageable level, leaving her overwhelmed and unsure where to turn. Her dependent son, Henry, who works full time, supports his mum as much as he can.
Reason why client needs advice:
Georgina’s total debt had risen to approximately £40,000, which included priority debts. The situation reached crisis point when enforcement agents (bailiffs) visited her home.
During the visit, the bailiff:
Falsely claimed there was no point contacting Citizens Advice Harlow and that any chosen debt solution would fail.
Incorrectly stated that the local authority was pushing for Georgina to be committed to prison.
Threatened to report the household to the council for fraud, despite having no grounds to do so.
Glued bright yellow enforcement notices across her front door, forcing family members to use solvent and paint scrapers to remove them.
The encounter left Georgina extremely distressed and triggered a significant regression in her health conditions. She felt intimidated, frightened, and isolated.
Despite being told not to seek help, Georgina, with Henry’s encouragement, contacted Citizens Advice Harlow. That call marked the turning point in her journey.
What we have done to help the client:
Our Money Specialist immediately reassured Georgina that the bailiff had provided false and misleading information. We explained that due to her health conditions, she would be recognised as a vulnerable person under the FCA consumer duty and by enforcement agents.
We:
Reported the bailiff’s conduct to the local authority.
Secured the local authority’s support and formal apology for Georgina’s experience.
Ensured the accounts were removed from the bailiff and that all recovery action was placed on hold while advice was provided.
With enforcement action paused, we carried out a full debt assessment and clearly explained Georgina’s options. After careful consideration, she chose to apply for a Debt Relief Order (DRO) as the most appropriate solution for her circumstances.
In addition, we completed a comprehensive benefit check and income maximisation review, increasing Georgina’s household income by approximately £90 per month.
Outcome:
A Debt Relief Order was successfully approved.
£40,000 of debt was written off.
Enforcement action was stopped.
Household income increased by £90 per month.
The local authority intervened and addressed the bailiff’s misconduct.
Georgina and Henry were elated. For the first time in years, they could see a future free from constant fear and pressure. With the weight of £40,000 lifted, Georgina’s health stabilised and returned to a manageable level.
This case demonstrates the life-changing impact of timely, specialist advice, not only in resolving debt, but in restoring dignity, confidence, and hope.
NB: Names and certain details have been changed to protect our clients’ anonymity.