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Debt Recovery Team helps one customer receive over £11,000

13th January 2020

3 minutes

Last month, our Debt Recovery (DR) and welfare teams helped one of our customers who was struggling with her health and finances, to receive a back payment of over £11,000!  Truly putting our corporate vision of ‘improving people’s lives’ into action.

The story:

Our customer lives with long term health issues and as a result, is often in and out of hospital due to her debilitating condition.  Through the persistence of the DR team, they built a good rapport with the lady and over time they encouraged her to engage with the team.

Universal Credit (UC) had not awarded the LCWRA (limited capability for work related activity) that the customer had been entitled to, for many months.  The DR team knew that something wasn’t right and referred the lady to our Welfare team straight away.  Without their probing questions and intervention, this may never have been identified and awarded.  With persistence and hard work, the team not only got the lady a whopping backpay of £11,147.08, but also a Discretionary Housing Payment (DHP) for an under occupancy deduction.

The outcome:

The customer has the means to pay her rent arrears and move to a smaller and more suitable property, which is life-changing for her, to know that in her illness she is financially secure and can provide for her and her daughter.

Suzie Anslow, (Halton Housing’s Debt Recovery Officer) who worked on the case says, “This was just the best news we could have received for the lady which made her Christmas.  She had been struggling for so long as she’d not been receiving the benefits she was entitled to.  The team was thrilled to have obtained this outcome, as she genuinely deserves every penny of it”

We are more than just a landlord; caring deeply about our customers’ wellbeing and welfare.


 Did you know Halton Housing have a dedicated Welfare Benefit Money Advice Team?

Our Welfare Benefit Money Advice Team is available for customers and members of their household to seek advice and assistance with all matters relating to welfare benefits, debt and money advice.

Whether you want a benefit check to see if you are getting all the benefits you are entitled to, need help completing a benefits application form, need to challenge a benefits decision, or just need help to manage your budget and to pay your rent, we are here to help and assist you.

In addition to office appointments at our office, we offer advice by telephone or face to face dependent on individual circumstances.

Why not contact us if you think we could help you?


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