Reassurance vital for client with multiple problems

Soon after lockdown began, Citizens Advice colleagues in another part of the country asked us to contact a client moved to the area.  Living in temporary accommodation, her difficulties included a physical disability and severe anxiety.  She was also coming to terms with a recent legal conviction.

And lockdown had held up progress to positive ways forward.

It was clear to our adviser that she would need ongoing support from a range of services.  Citizens Advice could help directly, for instance with benefit applications, and help her liaise with others, including housing and care providers.

At first, the client found it hard to talk about her situation on the phone.  But her experience of CAB support elsewhere had been good and the adviser was soon able to report she was reassured and our service had even gone up in her estimation.

There is work to do, but establishing trust was the essential first step.