Mia, a 75-year-old Spanish woman, was living in sheltered accommodation and had been facing significant financial difficulties for approximately five years due to an ongoing issue with her National Insurance (NI) number. This issue caused her benefits to be repeatedly stopped and reinstated, leading to substantial gaps in income. Without consistent benefits, Mia fell behind on her rent, accruing significant arrears, and was at risk of homelessness. This is her story.
The Initial Challenge
The root cause of the problem was an error made when Mia first registered for benefits: she was assigned the NI number of another individual with the same name and date of birth, who had since returned to Spain. The confusion surrounding this incorrect number caused issues with the Department for Work and Pensions (DWP) and the HM Revenue and Customs (HMRC) systems, resulting in the cessation of her benefits over an extended period.
Mia’s health issues and limited English proficiency further complicated her ability to resolve the issue herself. As a result, she found herself in a precarious financial situation with little support.
Our Intervention
Mia was referred to BHT Sussex’s East Sussex Floating Support Service (ESFSS) by Adult Social Care. Over the course of four months, ESFSS provided comprehensive support in multiple areas to address Mia’s housing issues and restore financial stability.
Resolving the National Insurance Issue
The first and most critical step was to address the problem with Mia’s National Insurance number (NI). ESFSS supported Mia in contacting both HMRC and DWP to request the correction of her NI number. Given that previous attempts via phone had failed, ESFSS insisted on a home visit from DWP to facilitate the resolution.
A DWP officer then visited Mia at home, and ESFSS was present to assist Mia with providing the necessary documentation. The issue was finally resolved, and Mia was issued a new, unique NI number.
Restoring Benefits and Financial Support
Once the National Insurance number was corrected, ESFSS liaised with various government agencies, including housing benefit services, pension credit, and council tax support to reinstate Mia’s benefits. Additionally, Mia received back payments for the benefits that had been stopped, which allowed her to clear her rent arrears.
As a result of this, Mia’s full housing benefit, council tax support, and pension credit were reinstated, and the back payments covered her arrears, effectively preventing homelessness.
To further support Mia, ESFSS applied for a Blue Badge to aid with her mobility and secured utility and shopping vouchers through the Household Support Fund. These vouchers provided immediate relief and helped Mia manage essential living expenses.
Legal and Long-Term Care Support
Mia’s limited mobility and health issues meant that she required ongoing care and support. ESFSS assisted in appointing her son as her Legal Power of Attorney, ensuring that he could manage her financial and medical decisions.
Additionally, ESFSS referred Mia for a care and needs assessment through Adult Social Care, with the goal of setting up appropriate long-term care and support services. This would help her son, who had been providing informal care, find full-time employment and reduce his caregiving burden.
By working with Mia over a four month support period, she was no longer at risk of homelessness. Through persistence, collaboration with multiple agencies, and a holistic approach, Mia’s quality of life was significantly improved.
Mia’s case illustrates the importance of tailored, compassionate support for vulnerable individuals, particularly those with complex needs and barriers to accessing services.
