Case Study: Link Work Intervention Helps Build Service Trust.

Christopher was struggling to make ends meet, living on £251 per month after deductions from Universal Credit (UC). He was also subject to bedroom tax, which causing rent arrears on his council flat. Additionally, council tax reduction had halted due to him not replying to letters. The council tax department had concerns that he was not occupying the property, which risked a notice to quit being issued. Despite being referred to the link worker team, calls and text messages proved fruitless. An assertive outreach visit to his property was unsuccessful, and a letter was left on his door for him to contact.

Christopher finally made contact with the link worker and explained that the tone of the letter was inviting. It was identified during Covid-19 that Christopher had isolated himself from the world, feeling helpless with no money, depression, and anxiety compounded. His only light was visiting his sons at the weekend, although he still felt ashamed as he was not able to afford treats for them.

Through deeper conversation and trust building, Christopher and the link worker encouraged him to review things with his doctor. With this engagement, a deeper formal diagnosis was made, and a re-assessment of his health was requested for Universal Credit while Personal Independence Payment (PIP) was claimed. A successful award of PIP boosted Christopher's' self-esteem, saying, "As well as affording my rent, I can take my boys for a McDonald's happy meal now."

Assisting in gathering evidence of water and electricity usage occupancy of the home was agreed by the landlord service, which allowed for a successful backdate of council tax reduction. However, the failure of a UC work capability assessment generated a significant blow as Christopher, with the link worker, was tolerating the bureaucratic drag of the welfare benefit system. With detailed conversation over months of support, articulating a successful mandatory reconsideration was easy, with a successful decision being reached. Chirstophers' primary income was increased with a backdate, allowing him to take his children on sea-side holiday.

The link workers intervention helped Christopher to trust services again while safeguarding his home. The case study highlights the importance of link workers in providing support to individuals who are struggling with their finances and mental health. It also shows how a deeper conversation and trust-building can lead to successful outcomes.