If You Are Struggling Financially
Advanced Claimant Protection, Legal Rights, Financial Hardship Support, Evidence Standards and Accountability Handbook
Financial hardship can affect anyone and may arise for many reasons, including:
• Illness or disability
• Mental health conditions
• Loss of employment
• Reduced income
• Caring responsibilities
• Relationship breakdown
• Bereavement
• Housing difficulties
• Rising living costs
• Unexpected emergencies
Seeking support early may help prevent situations from becoming more difficult.
People experiencing financial difficulties have rights to fair treatment, accessible services, non-discrimination, safeguarding consideration where appropriate, and access to information about support that may be available.
Understanding Financial Hardship
Financial hardship may involve:
• Difficulty paying rent or mortgage costs
• Utility arrears
• Food insecurity
• Debt problems
• Inability to meet basic living costs
• Difficulty purchasing essential items
• Risk of homelessness
• Financial abuse or exploitation
Financial hardship should be taken seriously and support may be available from multiple sources.
Legal Framework
Social Security Contributions and Benefits Act 1992
Provides the legal basis for many social security benefits.
Official Legislation:
https://www.legislation.gov.uk/ukpga/1992/4/contents
Social Security Administration Act 1992
Provides powers relating to benefit administration and support.
Official Legislation:
https://www.legislation.gov.uk/ukpga/1992/5/contents
Welfare Reform Act 2012
Relevant provisions apply to Universal Credit and related support.
Official Legislation:
https://www.legislation.gov.uk/ukpga/2012/5/contents
Equality Act 2010
The DWP and public authorities must comply with equality legislation.
Official Legislation:
https://www.legislation.gov.uk/ukpga/2010/15/contents
Official Guidance:
https://www.gov.uk/guidance/equality-act-2010-guidance
Human Rights Act 1998
Public authorities should act fairly, proportionately and lawfully.
Official Legislation:
https://www.legislation.gov.uk/ukpga/1998/42/contents
Public Sector Equality Duty
The DWP and other public authorities must:
• Eliminate discrimination
• Advance equality of opportunity
• Consider disability-related disadvantage
• Improve accessibility
Official Guidance:
Universal Credit
Universal Credit may provide support for people on a low income or experiencing financial hardship.
It may include help towards:
• Living costs
• Housing costs
• Children and childcare
• Disability-related needs
• Limited capability for work
Official Information:
https://www.gov.uk/universal-credit
Budgeting Support
People receiving benefits may be able to access budgeting support.
Examples may include:
• Budgeting advice
• Payment management support
• Financial capability services
• Help understanding entitlement
Official Information:
https://www.gov.uk/universal-credit
Budgeting Advances
Some Universal Credit claimants may be eligible for a Budgeting Advance to help with certain essential expenses.
Eligibility conditions apply.
Official Information:
https://www.gov.uk/universal-credit/other-financial-support
Council Support Schemes
Local authorities may provide assistance through local welfare support schemes.
Support varies by area and may include:
• Emergency financial assistance
• Household support
• Essential living costs support
• Crisis payments
• Energy-related assistance
Find Your Local Council:
https://www.gov.uk/find-local-council
Household Support Fund
Local authorities may administer support through government-funded household assistance programmes where available.
Official Information:
Housing Support
Support may be available for housing-related difficulties.
Examples include:
• Housing Benefit (where applicable)
• Universal Credit housing costs
• Discretionary Housing Payments (DHPs)
• Homelessness prevention services
• Local authority housing support
Official Information:
https://www.gov.uk/housing-and-universal-credit
Discretionary Housing Payments
Local authorities may provide additional housing support in certain circumstances.
Official Information:
Homelessness Assistance
Local authorities have duties under homelessness legislation.
If you are at risk of homelessness, seek advice as early as possible.
Official Information:
https://www.gov.uk/if-youre-homeless-at-risk-of-homelessness
Debt Advice Services
Independent debt advice can help people understand options and rights.
Free debt advice organisations include:
Debt advice can assist with:
• Budgeting
• Debt management
• Creditor communication
• Income maximisation
• Insolvency information
Food Support Services
Food support may be available where people are unable to access sufficient food.
Examples include:
• Food banks
• Community food projects
• Local welfare support schemes
• Charitable organisations
Information may be available through local authorities, Citizens Advice and community organisations.
Charitable Grants
Some charities provide financial support, grants or hardship assistance.
Eligibility varies.
Resources include:
Mental Health and Financial Hardship
Financial difficulties can affect mental wellbeing.
People experiencing emotional distress may benefit from seeking support from:
• GP services
• Community Mental Health Teams
• Welfare rights advisers
• Debt advisers
• Support organisations
Mental health needs should be considered alongside financial circumstances.
Accessibility Rights
The DWP and public authorities should provide accessible services.
Support may include:
• Large print documents
• Braille documents
• Audio formats
• Easy Read information
• Alternative communication methods
• Telephone support
• British Sign Language (BSL) support
Official Information:
https://www.gov.uk/support-when-you-contact-dwp
Reasonable Adjustments
People with disabilities or health conditions may request reasonable adjustments.
Examples include:
• Additional appointment time
• Alternative communication methods
• Telephone appointments
• Home visits where appropriate
• Support workers
• Advocacy support
People should not be disadvantaged because of disability or health conditions.
Safeguarding Responsibilities
Public authorities should consider safeguarding where a person:
• Is vulnerable due to illness or disability
• Has severe mental distress
• Is at risk of homelessness
• Is vulnerable to exploitation
• Has communication barriers
• Requires support understanding processes
Safeguarding considerations should form part of service delivery.
Evidence Standards
Evidence may include:
• Income information
• Benefit records
• Rent statements
• Utility bills
• Debt information
• Medical evidence where relevant
• Housing-related evidence
• Support worker reports
• Financial assessments
The most useful evidence often demonstrates the practical impact of financial hardship.
Your Rights
People experiencing financial hardship have rights to:
✓ Fair treatment
✓ Respect and dignity
✓ Accessible communication
✓ Reasonable adjustments
✓ Access to information
✓ Protection from discrimination
✓ Safeguarding consideration
✓ Independent advice
✓ Challenge benefit decisions
✓ Make complaints about poor service
Challenging Benefit Decisions
If financial hardship is linked to a DWP decision:
Step 1 – Mandatory Reconsideration
https://www.gov.uk/mandatory-reconsideration
Step 2 – Appeal
https://www.gov.uk/appeal-benefit-decision
Independent advice can often help during this process.
Complaints and Accountability
Complaints may concern:
• Delays
• Administrative failures
• Accessibility barriers
• Poor communication
• Failure to consider evidence
• Failure to provide adjustments
Official Complaints Procedure:
https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure
Independent Advice and Advocacy
Practical Protection Checklist
✓ Seek help early.
✓ Check benefit entitlement regularly.
✓ Report relevant changes promptly.
✓ Keep copies of documents.
✓ Obtain debt advice before problems escalate.
✓ Contact your council if struggling with housing costs.
✓ Ask about discretionary support schemes.
✓ Request reasonable adjustments where needed.
✓ Seek welfare rights advice if a benefit decision affects your finances.
Advanced Accountability Framework
The DWP and public authorities are accountable through:
• Social Security legislation
• Equality legislation
• Human Rights legislation
• Tribunal oversight
• Ombudsman investigations
• Independent Case Examiner investigations
• Parliamentary scrutiny
• Administrative law principles
Claimants are entitled to expect services that are:
✓ Lawful
✓ Fair
✓ Accessible
✓ Transparent
✓ Evidence-based
✓ Non-discriminatory
✓ Properly reasoned
Key Message
Financial hardship can affect anyone and support may be available through benefits, local authorities, housing assistance, debt advice services, food support and charitable grants. The DWP and public authorities must administer support in accordance with social security law, equality legislation, human rights principles, accessibility obligations and safeguarding duties. Every person has the right to fair treatment, dignity, accessible services, reasonable adjustments, protection from discrimination, and access to independent advice and challenge mechanisms. Seeking support early can help protect wellbeing, housing security, financial stability and access to essential services.