impact Report Year One. / COntents

00 List of Figures 3 Executive Summary 4 01 Background to Carlisle and Eden ASTF Project 6 02 A Word from the Managers 8 03 Carlisle and Eden – People and Place 12 04 Responding to Welfare Reform 31 05 Partner Overviews 37

06 Characteristics: Services and Provision 46

Carlisle & Eden Age UK 48 Benefit Advice Service 54 Carlisle & Eden CAB 57 Cumbria Law Centre 64 ASTF Summary 71 07 A Week in the Life of Frontline Workers 72 08 Social Policy 94 09 Tellytalk – Opening New Channels of Access 96 10 Looking to the Future – Yr 2 101 References 103

Abbreviations

Citizen’s Advice Bureau (CAB) Free School Meals (FSM) Jobseekers Allowance JSA Lower Super Output Areas (LSOAs) Multiple Index of Deprivation (IMD)

2 00 / list of figures.

01 Rurality & Exclusion England/District comparitor 14 02 Health Score Index 15 03 Principle characteristics: Carlisle & Eden 17 04 Cumbria population: Under 15’s 21 05 Population projections by age group 22 06 Industry group: Comparison October 2014 24 07 Occupations sought by JSA claimants in Cumbria October 2014 25 08 Housing tenure: Census 2011 (ONS, 2013) 28 09 Age UK Category of Advice Requested by Clients 50 10 Age UK Clients with Disabilities 51 11 Age UK Type of Disability 51 12 Age UK Gender 51 13 Age UK Age Group of Clients 51 14 Age UK: Referrals by organisation or source into service 52 15 Age UK: External signposts and referrals from Age UK to external organisations 52 16 Age UK: Benefit gains 53 17 Age UK: Benefit gains, ratio & value by district 53 18 BAS: Marital status 55 19 BAS: Ethnicity 55 20 CAB: Category of advice 59 21 CAB: District comparison on category of advice 59 22 CAB: Number of clients with disabilities 60 23 CAB: Type of disability or long-term health condition 60 24 CAB: Client gender 60 25 CAB: Client age group 60 26 CAB: Referrals into service 61 27 CAB: External signposts & referrals 61 28 CAB: Client employment status 62 29 CAB: Housing status of debt clients 62 30 CAB: Advice sought - gender comparison 62 31 CAB: Client financial gains 63 32 CLC: Enquiry outcomes 66 33 CLC: Category of casework advice 66 34 CLC: Outreach: Number of cases 66 35 CLC: Disabilities & long-term health conditions 67 36 CLC: Client gender 67 37 CLC: Client age group 67 38 CLC: Client employment status 68 39 CLC: Client housing status 68 40 CLC: Advice sought - housing status comparison 68 41 CLC: External signposts by enquiry type 69 42 CLC: Advice sought - gender comparison 69 43 CLC: Financial gain by award type 70 44 ASTF: Enquiries received by each partner by district 71 45 ASTF: Enquiries in each advice category by partner 71 46 ASTF: Type of disability or long-term health condition 71 47 ASTF: Employment status 71

3 executive summary.

Background

In April 2013, £350 million was cut from the legal aid scheme in housing, debt, employment, welfare benefits and family law. There were simultaneous cuts to other sources of public funding and a complex programme of Welfare Reform that was well under way.

Government recommendations encouraged advice providers to develop more streamlined provision and together with the Big Lottery a fund to support partnerships of advice agencies was made available. The fund required that agencies work closely together, creating new ways of meeting demand and collaborating to solve the issues individuals bring to their services.

In Carlisle and Eden, Age UK, Cumbria Law Centre, Carlisle and Eden Districts Citizens Advice Bureau (CAB) and the Benefits Advice Service of Carlisle City Council came together. Their successful bids to the fund have resulted in a number of benefits for those seeking advice in the districts, including:

• A new training officer that has recruited over 10 new volunteers for CAB - 6 have already completed their training as gateway assessors.

• Welfare Benefits advice has been bolstered at Cumbria Law Centre resulting in an extra 120 individuals being helped in appeals against sanctions and erroneous fitness for work assessments.

• A new video-based advice network called Tellytalk has been installed bringing new advice appointments to Longtown, Shap, Appleby and Brampton with Kirkby Stephen and Alston in the pipeline.

• A secure online referral system is being developed that will allow advice agencies to make effective referrals between each other and promote inward referrals from other support organisations. This system helps each agency to do their bit in solving the complex problems with which individuals present and will ensure that, for the public, there is no ‘wrong door’ to knock on in the local advice sector.

• We are developing evidence of our value to use as currency in future fundraising, to perpetuate and grow our services in the area. The following report is the main example of this work.

The current landscape

Evidence is growing regarding the connection between social and economic problems and health and wellbeing. This report quotes studies that suggest reductions in mental health problems such as anxiety and depression of between 50% and 81% (see report for references).

4 Cumbria County Council has made some of the deepest cuts of all local authorities (6th most severe), especially felt in areas such as subsidy to bus services. Parts of Eden were already classed as the most deprived in England in terms of access to services and this has been compounded.

A report by the Cumbria Commission into Welfare Reform reported that changes to the benefits system were likely to affect the county’s household incomes detrimentally to the tune of £138 million, exacerbating socio-economic problems amongst those on lowest incomes.

Parts of Cumbria, including Eden will see half the population become over the age of 50 by 2029. Issues of rural isolation are amplified in older people.

Over 3500 children are deemed to live in poverty in Carlisle alone.

Provision

The four partners dealt with a staggering 8316 enquiries from Carlisle and Eden between September 2013 and August 2014 and clients were helped to access financial awards worth nearly £4.8 million. These were overwhelmingly in benefit related income but include grants such as Winter armth,W debt relief and all kinds of basic support in order to live in relative independence and stability. Additionally, the Law Centre alone prevented more than 135 individuals or families from losing their home. The New Economics Foundation (2008) estimate the cost to the public purse for each such eviction at £22,932.

The three charities in the partnership make extensive use of volunteers taking on advice positions, gateway assessment, clerical duties, befriending work and many more vital activities. This also provides rewarding opportunities for dozens of individuals in the districts each year. Some will move into paid work as a result and others will use the work to stay in touch with their communities and to feel valued.

All services offered are completely free to the individual seeking help and are funded by a mixture of public and charitable grants. However, all grant funding is time-limited and competition is high. The basic running costs of each organisation have to be fought for each and every year to stay in operation.

In summary

The partnership offers a remarkable array of advice services to the people of Carlisle and Eden, from the vast spread of CAB’s generalist advice service to the legal casework of the Law Centre, the unrivalled Benefits knowledge of the Benefits Advice Service and the holistic advice and support services of Age UK. This report provides some considerable detail about the people we work with, the problems they bring and the outcomes we help them to achieve. The report is rich in case studies about real clients and how their lives have been improved We are proud of the impact we have in our local communities. The next report at the end of 2015 will provide greater details about the growing Tellytalk Network and study the synergy of high quality advice with medical care.

5 01 / BACKGROUND. 6 The keyactivitiesinclude: out adiversescheduleofactivities. Council’s Benefits Advice Serviceformedasecondpartnership.Bothbidsweresuccessfulandeachset Cumbria LawCentre,withtheCABtakinglead.InCarlisle,sameorganisationsalongCity In EdendistrictapartnershipwasformedcomprisingtheCitizens Advice Bureau(CAB), Age UKand The keyobjectivesofthefund,thatallprojectsmeetfollowingtwooutcomes: of thepopulation,makingadviceandcaseworkservicesvital. the ramificationsof Welfare Reformandthestutteringeconomywereadverselyaffecting alargeproportion employment matters.Inmanyareas,localauthorityfundingtoadviceserviceshadalsobeenerodedand establishment ofthisfundwerethesignificantcutstolegalaidinhousing,debt,welfarebenefitsand specialist andgeneralistproviderswithinalocalauthorityarea. The ASTF wasoffered onlytopartnerships ofadviceagencies. These partnershipsshouldincludekey The fundwasestablishedasaresultofresearchcarriedoutintothesocialneedforhighqualityadvice. the CabinetOffice. called the Advice Services Transition FundandwouldbringtogetherfundingstreamsfromtheLottery In 2012itwasannouncedthatanewfundwouldbemadeavailablethroughtheBigLottery BACKGROUND. possible 04. Working togethermorecloselytosolveaperson’s issuesasrapidlyandcompletely 03. Increasingthenumberofspecialistandvolunteeradvisors 02. Improvingaccesstothoseinneedwhocurrentlystruggle togettheiradviceneedsmet 01. Establishingnetworksofelectronicadviceprovisioninruralareas(seeTellytalk) modernandenterprisingbusinessmodelsmorediversesourcesoffunding. 02. Localadviceservicesareresilientandwell-equippedtomeetfutureneeds,withmore improveserviceoutcomesforcustomers 01. Advice organisationscollaborateeffectivelywitheachother, andotheragencies,to CARLISLE &EDENASTF PROJECT. Amongst thefactorsinfluencing . Itwouldbe 01 / BACKGROUND. 7 measures ofwellbeingwithinsomeourorganisations. what ourimpactonclientsliveslookslikeinpractice.We hopetodothisusingclientsvoicesandexploring This reportis‘version1’ ofthatImpactReport.Bytheend2015wehopetoarticulate,inafurtherupdate communitiesandtohighlightwhereweneeddomore 07. PublishinganImpactReportintohowourservicesmakearealdifferencein financialandsocialsituations 06. Researchinganddescribingtheimpactofourservicesonpeople’s wellbeing,health, 05. Developingnewstreamsoffundingforthesector 02/ A word. Information & Advice and the ASTF Project: What they both mean to each organisation.

8 a word. from the managers.

Pete Moran. Head of Centre, Cumbria Law Centre.

In April 2013, part of the Legal Aid, Punishment and Sentencing of Offenders Act became reality. Overnight we saw legal aid funding disappear for most social welfare law matters. Essentially, this meant that low income people could no longer receive state funding for most problems relating to debt, welfare benefits, employment or housing, with massive cuts to family law too.

Cumbria Law Centre has, for more than 20 years offered this very service to the people of the county and used this source of public funding to support those cases. We work for people on very low incomes who face eviction from their homes, crippling debt and poor treatment by lenders or employers. We never 02 / a word. 02 charge a client for our work. The Law Centre has not lost the funding; our clients have lost it. They have been disempowered in their dealings with employers, government, landlords and lenders. The Law Centre maintains a fantastically skilled team of social welfare lawyers – solicitors and specialist caseworkers.

We remain utterly committed to upholding people’s access to social justice in the county. However, in order to do this we have had to work hard on changing our funding model to support those cases. We are the last hope of many people in financial and social crisis and so we will do all we can to remain available to those in need. It seems a strange state of affairs when basic justice in Britain needs to be funded from charitable trusts and foundations. But our first duty is to the communities we serve and so we have accepted the challenge to provide expert support in socio-economic times that are more challenging for those on low incomes than many of us here can ever remember before.

I am very proud of the work of our case team and it is my personal privilege to support the continuance of that work. This report provides us with an opportunity to share with a greater audience the real value and impact of this critical service and to tell some of the stories of those that rely on our expertise. This project has brought us closer to our partners in the sector, made us more accessible to our service users and is driving our ability to fund our work in the future and for those reasons, we embrace it.

angela murray. ceo. carlisle & eden age uk.

By the year 2029 more than half the population in parts of Cumbria will be over the age of 50, BBC- commissioned research found. The research, carried out by Experian, looked at how areas of England will be affected by the ageing population and one of the most problematic issues was access to services especially around information and advice. As people get older access to services is a priority and they need that service to be close to them wherever they are; whether that be in the middle of Alston moor, or just a few miles from one of the urban centers such as Longtown.

Alongside this issue 65% of older people do not have access to a computer to be able to check online information about welfare benefits, housing options, blue badge applications or even where the nearest art class is being held. Being involved in the Transition project is giving Age Uk Carlisle and Eden the opportunity to work in a different way in the provision of their current information and advice services and how they will be delivered in alternative ways in the future.

9 opportunity to work in a different way in the provision of their current information and advice services and how they will be delivered in alternative ways in the future. Home visits to clients, has after salaries always been the highest cost of running an information and advice service in a rural area such as around Carlisle and throughout Eden. The project is allowing the use of Tellytalk which makes the information and advice service more accessible in many rural areas whilst not compromising the ability to give timely information and advice. The development of cross referring between agencies taking part in the project also will have a positive impact on all of our clients, who can on many occasions come to one of the agencies with one particular issues and actually be able to access many other services by us all working in similar ways and accepting referrals across the partners.

karen osbourne. manager. benefit advice service.

Founded by Carlisle City Council in 1989, the Benefit Advice Service provides free, confidential, quality 02 / a word. 02 welfare advice and representation, with the aim of combating poverty and homelessness and promoting social inclusion. To achieve these objectives we work closely with our colleagues in Housing, Health, Community Engagement, and partner agencies.

For many people the welfare benefit system can appear daunting and complex. Major cuts and changes to benefits are already affecting many of the people that we work with, and further significant changes are imminent. The Benefit Advice Service, and partners in this sector, must respond to a constantly changing environment; for example the Joseph Rowntree Foundation, in it’s annual report ‘Monitoring Poverty and Social Exclusion’, identifies a changing picture of poverty, with more people in working families and in private rented housing living in poverty. Viewed in the light of the introduction of Universal Credit, which will replace Tax Credits for working families and Housing Benefit for those living in private sector housing, the work of the Benefit Advice Service and our partners is essential in responding to these emerging issues.

This project is a real opportunity to build on the already vital work of each individual partner and to build relationships to ensure that we are able to respond proactively to those who are most vulnerable and in need.

andy auld. ceo. carlisle and Eden districts CAB.

The CAB was set up at the outset of World War 2 – and has been helping people in crisis ever since. The CAB service is the largest advice giver in the UK and, locally, is the only advice service which is available to all people needing advice – whatever their age, however much or little their income and whatever their problem. The CAB is often the first advice agency people contact, and the only one they need. We provide a free, confidential, independent and impartial service to individuals as well as carrying out research and campaigning work to challenge injustice, unfair laws and practices. 70% of CAB workers are volunteers – they are a highly qualified and committed team. As well as our generalist advice services we also provide specialist benefits support and representation for people affected by cancer and have debt caseworkers who are experts in their field.

Advice given by the CAB is independently assessed to Advice Services Quality Standard. From helping

10 people resolve neighbourhood or consumer problems, dealing with benefit and debt issues, to assisting victims of domestic violence and/or discrimination to obtain their full rights and protections in law, the need for the CAB is greater than at any time since 1939.

The CAB has worked in partnership with all of the agencies in this project for many years and has strived to ensure that our services are complementary. This project looks to continue this ethos in a more structured and progressive way – by looking to address any gaps in services, by sharing knowledge and skills of training and supporting volunteers, and by working more closely together to make sure that people seeking advice and support get the help they need from the most appropriate agency at the time they need it. 02 / a word. 02

11 03/ carlisle & eden. people & place. Principal demography of the two districts.

12 population. Diversity & disadvantage.

Despite being the second largest county in the country Cumbria is one of the least populated areas in England (499,800 population). The unique landscapes: its rugged uplands and expansive coastline, and the lakes and peaks of the National Park articulate both its beauty and its inherent challenges.

Poor connectivity and access to public services are two of those challenges and hinder a substantial number of communities and isolated households across the county. There is heavy economic reliance on tourism and pockets of the community where high levels of agriculture and manufacturing support the economy but otherwise there is a low level of productivity in the labour market. While there are highly affluent areas of advantage there is also a trend of largely low-paid and part-time work which leaves 1 in 6 households across the county with an annual income less than £10,000. The county also has the second highest (23.9 per cent) proportion of households with no dependent children, where one-person has a long-term health problem or disability in the country.

03 / people & place. / people 03 Carlisle and Eden districts form the north and easterly borders of Cumbria. Carlisle district hosts the administrative centre of the county, in the city of Carlisle - the largest urban centre across Cumbria. Eden, with the greatest proportion of greenspace compared to any other district in the country, is primarily rural and sparcely populated.

Based on the Index of Multiple Deprivation (IMD) 19 per cent of Carlisle’s 68 Lower Super Output Areas (LSOAs) are within the most deprived 20 per cent nationally (5 within the 10 per cent most deprived, largely concentrated in Carlisle city). In Eden, none of its 36 LSOAs fall within the most deprived 10 (or 20) per cent, but there are pockets of significant disadvantage particularly in the areas bordering or within the Lake District National Park. Unemployment is low by national standards but in both districts these figures shield a workforce that has a large proportion of low-skilled, low-paid and part-time workers, with employees in Eden additionally faced with high levels of seasonal work.

22 per cent of the county’s population live in Carlisle (107,500) and a much smaller 11 per cent in Eden (52,500). Birth rates in Carlisle are consistent with the England average but the district also has a high population over the age of 65 years. Eden has low levels of population change, with a consistently low birth rate, a very low population under the age of 45 years and a very high number of over 65s. The population of both Carlisle and Eden are expected to increase slightly over the next 20 years (+0.2% and +1.1% resepectively). However, by national standards this is low and the county as a whole is the only county in the country expected to see a total population fall (-1.2%) by 2037 (CIOb, 2014). This decrease is expected to be observed the greatest, amongst 15-64 year olds, while the over 65s are expected to increase substantially, at the third greatest rate nationally.

Ethnic diversity is low in both districts with Eden one of the 10 least ethnically diverse districts in England, however, despite low levels, Carlisle has a growing British Asian (1.2 %) and white non-British (3.1 %) population. The gender balance is almost equal between Carlisle and Eden (51 and 50 per cent respectively).

13 Rurality & exclusion. carlisle & eden.

54 per cent of Cumbria’s residents live in low-populated rural areas (CO, 2013). Eden district is the least populated and has the lowest population density in England: 25 people per square km (comparatively 103 per square km in Carlisle and 408 in England) (Wagstaff, 2013). The implications of this extensive rurality is felt strongly across both districts particularly in relation to access and proximity to transport infrastructure and to local services. In Eden, the average travel time to reach key local services (schools, employment hubs, town centres, hospitals, further education) by three principle methods of transports (car, public transport/walking, and cycling) is the highest in England.

Additionally, isolation from social networks and social interaction, and increased risk of fuel pressures (reduced access to supply, higher fuel costs, poorer insulation, and transport costs) can disproportionately disadvantage low income and vulnerable groups that live in rural England. Furthermore, the implications of the extensive cuts to bus services which has seen more than 2000 bus routes reduced or withdrawn across the country since 2010 has imposing implications for many households which are often disproportionately felt by vulnerable groups. 03 / people & place. / people 03

A recent Campaign for Better Transport report (2015) describes communities being entirely cut-off as bus networks are destroyed. Average reductions in the year 2014/15 were of 19 per cent, but Cumbria, one of six local authorities making the deepest cuts, has cut 44 per cent of its bus journeys across the county with 30 withdrawals or reductions to local bus journeys connecting to Carlisle city alone. Taking the brunt of these cuts it is older people, young people, the disabled, and/or those on low incomes that are most likely to experience isolation from transport. The same group who are equally likely to face disproportionate consequences from difficulties reaching employment, fulfilling the expectations associated with benefit claims, reaching education or training opportunities, accessing adequate health services and meaningful social interaction in order to sustain emotional well-being.

natural environment. access to amenities. connectivity.

eden. england. england.

carlisle. carlisle.

8 carlisle. 8 england. eden. 8 eden.

Figure.1 Rurality & Exclusion: England / District Comparison

health & well-being.

The following section provides a brief snapshot of health and well-being in Carlisle and Eden. Although

14 the clients that access our Information and Advice services come from diverse backgrounds and reside right across the two districts the following data does provide some backdrop to the lived experiences and conditions facing many of those individuals and their families. Evidence indicates correlations between health and social and emotional well-being, and low income and low levels of social inclusion. Mental ill- health is four times more common and suicidal ideation 50 percent higher amongst people with debts than those with no debts (Jenkins et al, 2009 & Meltzer et al, 2010). Additionally, the repercussions of poverty and collective unmet needs interconnect with poor relationships and mental health problems, often resulting as increased risky behaviours such as alcohol and substance misuse, and aggression or violence. Additionally, we know that fuel poverty has an impact on respiratory and cardiac health problems, as well as poor diet, and that health is directly associated with the capacity to effectively engage with education and employment.

Research amongst GPs has shown sixty two percent agreed or strongly agreed that free advice services improved patients general health (Borland & Owens, 2009), further evidence indicates that advice to clients with financial difficulties improves the capacity for the client to manage some of the causal factors attributed to poor mental health (Gillespie et al, 2007; Greasley et al, 2003; Jones, 2009). Other research 03 / people & place. / people 03 amongst patients using advice services has shown reductions in prescriptions (Hobby et al, 1998), reduced blood-pressure (Moffat et al, 2004) and reduced anxiety and stress (Gillespie et al, 2007 & Caiels & Thurston, 2005).

Ultimately we believe that in providing information and advice, in a flexible and supportive framework, that we are able to make some impact on the health and well-being of individuals and families across Carlisle and Eden.

health inequalities.

cumbria. Life expectancy. Average.

cumbria. 80.2 Total population. yrs

carlisle. 81.6 eden. 83.9 Female. yrs Female. yrs

carlisle. 77.3 eden. 80.1 Figure 2. Health Score Index Male. yrs Male. yrs

Health inequalities differ widely between the two districts. Figure 2. depicts this in a health score index based on life expectancy and shows Carlisle, along with the rest of the west coast of Cumbria as being in some of the most deprived areas in the country. Alongside large disparities in life expectancies (10 years

15 for men and 6 years for women between the least and the most deprived areas in Carlisle), high levels of premature death related to smoking, heart disease, cancers and suicide further contribute to the picture of poor health in the district. These inequities are particularly apparent in the outer wards of Carlisle city. Carlisle also has very high levels of health and disability related social security claimants.

principle health characteristics. carlisle.

Carlisle has poor uptake in breastfeeding and higher levels of smoking during pregnancy, as well as a high percentage of new mothers with mental health needs in comparison to the rest of the country. Under-16 conception rates are also above the national average. There are high rates of emergency hospital admissions, particularly amongst minority ethnic groups, suggesting this group may stuggle to access health care services that meet their needs. The SMOKERS rate of hospitalised prevelance of mental health conditions relating to self- harm and drug misuse is sustantially higher than the national average, as CARLISLE 25 % are deaths from circulatory disease, heart disease, stroke and all cancers. a quarter of Carlisle’s

03 / people & place. / people 03 population & greater than the England average

principle health characteristics. eden. EDEN 12 % half the national average In comparison to Carlisle health trajectories in Eden are generally good with rates of smoking, heart disease and deaths from cancer equal to, or better than the England average. However, the three extensively rural wards of Brough, Orton with Tebay and Ravonstonedale which lie to the south and east of the district are the exception with poor outcomes prevalent on a number of indicators. Additionally skin cancers amongst males across the district are much higher than the England average.

Despite this generally promising picture, Eden still has a life expectancy gap of 9.4 years between men living in the least and those living in the most deprived areas of the district. For females this is 5.3 years. Furthermore, obesity, for both adults and children, and the rate of the population over age-16 years engaging in binge drinking is following an increasing trend.

well-being. social & emotional health.

In the context of disadvantage human well-being is vulnerable to the cumulative effect of deficiencies. When circumstances then are difficult or insecure, the resources and services that can support how a person might flourish or decline, are valuable. Services, dedicated to supporting, signposting and

Two thirds educating can therefore be a supporting factor in improving the ‘conditions’ in which people exist, consequently, increasing an of health practitioners individual’s capability to manage and improve their own report a situation. Capability, particularly financial has been strongly mental health element associated with reducing the probability of health problems to advice referrals (Harding et al, 2003) related to anxiety and depression (Taylor, 2009).

16 Health & well-being

carlisle. eden. england.

deaths from circulatory disease standardised rate per population

195 176 160

excess winter deaths 2010 % 11% 20% 17%

death rates. M 45.1 M 51.7 stroke. F 51.8 F 40.9

all cancers. M 235.6 M 193.1 F 155.2 F 130.7

heart disease. M 140.2 M 123.1 03 / people & place. / people 03 F 61.7 F 58.9

Mortality from Suicide incl undetermined injury. 10.5% 8.7% 7.9%

alcohol related harm. Months of life lost / Male

11.54 4.7 11.54

mother’s smoking during pregnancy. %

19% 19% 13.2%

tooth decay at age 5 years. %

32 % 23 % 28 %

obesity in year 6. %

18.6% 20.8% 19.2%

children under 16 years in poverty. %

16.9% 8.8% 21.2%

Figure 3. Principle characteristics: Carlisle & Eden The provision of advice has shown in numerous studies (Reading & Reynolds, 2002; Moffat et al, 2004; Greasley, 2003 & Caiels & Thurston, 2005) to reduce (between 50 and 81 per cent) anxiety, stress and/ or depression; to reduce feelings of hopelessness (84 per cent); and to increase self-esteem (63 per cent) (Borland & Owens, 2004). Additionally, advice services can, for those with chaotic lives or situations defined by absence and insecurity provide clients with a sense that someone cares (84 per cent) (Borland & Owens, 2004).

The recent report published by the Cumbria Welfare Reform Commission (2014) highlights a number of associated impacts on claimants following the recent and ongoing changes to welfare provision. Notably, the report cites the impact that delays and new procedures in the benefit assessment process can have on emotional well-being. The report notes ‘fear and worry about impending assessments’ (2014:5) and discusses the anxiety and uncertainty experienced by claimants as a result of poor levels of communication from the Department for Work and Pensions (DWP) as to when decisions on claims will be made. Their findings emphasise the risk of debt as payments are delayed or ended; as well as the disempowerment and social exclusion attributable to the requirement for online applications. Furthermore, the report notes that given success rates on appeals are high there is some indication that a substantial 03 / people & place. / people 03 number of applications are being unnecessarily delayed.

Mental health problems that are widely endemic in deeply marginalised carlisle. environments are often misunderstood and compounded by a fear of stigma and discrimination (Lavis, 2008). They can often present as risky behaviours 2.7 and be largely interconnected. We know that one in three offenders hospital admission have a diagnosed mental health condition (Alcock, 2011), that alcohol and per day relating to drug misuse are widely associated with increased anxiety, aggression and self-harm or alcohol mental health disorders (Cooper, 2011) and that the highest occurance of misuse these problems presents in the poorest neighbourhoods (Newburn & Shiner, 2005). Locally, drug and alcohol misuse and self-harm are high amongst both children and adults. While Cumbria County Council spends less on alcohol related problems than the average Local Authority in England, NHS partners across Cumbria spend 7 per cent more than average, suggesting more acute and longer-term problems and less focus on preventative approaches across the county. The costs associated with alcohol related problems 2013/2014 (including crime) were £43.5 million in Carlisle and £16.42 million in Eden. 41.1 per cent of Eden’s costs (£6.75 million) are estimated to impact on the workplace (PHE, 2014b).

carlisle. Teenage mothers 3 times more likely to suffer postnatal depression than Teenage motherhood older mothers and have a higher risk of poor mental health greater than the national for the three years after the birth of their child average (Joy et al, 2008)

18 Crime. rate per 1,000 population & trends.

eden. carlisle. england. crime rate crime rate crime rate Per 1,000 Per 1,000 Per 1,000

69 67 37

domestic abuse associated with 18 per cent of all offenders in Carlisle and Eden. 1 in 5 are parents. 03 / people & place. / people 03

Most crime happens in the most deprived communities. Most offenders are disproportionately affected by the inequalities in British social structure, and by the ongoing cuts to services and health care. They are a group most likely to experience job insecurity, be vulnerable to poor housing, low attainment, school exclusions, be out-of-work and not in education or training (Ashford, 2007). While the idea that crime is a response to social conditions is not a new one (Hobbes, in his account of human psychology in the Seventeenth century, spoke of crime as an inevitable outcome of marginality (Sumner, 2004)) it remains a prevailing strand of society that is frequently distorted with institutionalised anxiety particularly around anti-social behaviour.

Crime rates in Carlisle are higher than the England average and significantly higher than the rest of the county with hotspots of alcohol and drug related crime concentrated in Carlisle city centre (Castle Ward), as well as high rates of all crimes in Currock, Botcherby, Upperby and Denton Holme (Wilson, 2014). Burglary and motor vehicle theft are on the increase, as is criminal damage, violence against the person, hate crime and sexual offences. Rates of domestic violence and crime against the person are poorer than the national average and significantly higher in the more deprived wards of Currock, Botcherby and Upperby. Despite a drop in overall rates, repeat victim rates have increased.

Ninety four per cent of young people who end up in pupil referral units will be convicted or cautioned on a criminal offence (Bradley, 2009) and three quarters of children excluded from primary school will never be successfully reintegrated into full-time education (Newburn & Shiner, 2005). This is particularly relevant in the context of very high levels of fixed-term school exclusions amongst primary age children, and persistent absence of all children in Carlisle.

Conversely, Eden district has the lowest crime rate in the county and one of the lowest across England, however occurrences of burglary, motor vehicle theft, and business crime are rising. High rates tend to be concentrated in the town of Penrith with the highest levels in the ward of Penrith West. Anti-social behaviour is also on the rise and prevalant in Penrith North, South and West wards, Appleby, Alston Moor and Kirkby Thore where it is also linked with very high levels of alcohol misuse and high levels of drug related crime. Incidents of domestic violence are the lowest in the county and numbers of repeat victims are falling.

19 the uk population is ageing by 5 hours a day.

Khan, 2013

20 ageing. carlisle & eden.

Life expectancy in the UK is rising by around 5 hours a day (Khan, 2013). With it older life is now being shaped by work, learning, and life experiences that extend much further into our later years. Despite this, later life is also increasingly shaped by long-term health conditions and disability, meaning for many, the experience of living longer is framed by how well you have the resource and capability to sustain good health, manage health conditions and access the right care.

population. average age.

carlisle. eden. england.

years years years

03 / people & place. / people 03 41 44 39

population. most common age group.

carlisle. eden. england.

age 50 - 54 age 65 - 69 age 45 - 49 g g g

Nationally, rural communities are growing and ageing faster than their urban counterparts putting additional strain on services and harbouring a shrinking working-age population. Cumbria, and in particular Eden, is no exception; with low birth rates and a very low population under the age of 45 years. In Carlisle, while birth rates are consistent with the England average there is still a high population over the

87,000

86,000

85,000

84,000

83,000 Cumbria

Population 82,000

81,000

80,000 2008 2009 2010 2011 2012 Year Figure 4. Cumbria population: Drop in under 15’s

21 age of 65. Figure 4 shows the sharp drop in population of under 15s across the county in the four years 2008 - 2012. With this decline set to continue, and alongside the changing scope for longer life, population projections estimate that more than 36 per cent of people living in Eden will be over the age of 65 by 2035. Figure 5 compares these projections for the two districts against national figures.

Older life.

Across Carlisle, the number of falls in the over 65s are recorded as high (455 per 100,000) and in Eden only a little lower (441 per 100,000). The number of people with dementia 2012/13 was 850 and 391 (Carlisle and Eden respectively) however research suggests a significant number with the condition go unrecorded with estimates indicating the number with the condition could be as much as 37 per cent (Carlisle) 50 per cent (Eden) higher. This intimates that a substantial sum of local people are not coming into contact with appropriate health and social care services.

Survey data from the Department for Communities and Local Government (2010) claims care services across Cumbria are better than average (England). At 78.8 per cent, the number of vulnerable people 03 / people & place. / people 03 achieving independent living is 3 percentage points higher than the national average although Carlisle is 100%

90% england. carlisle. eden.

36.2% 100% 100% 100% 90+ 80% 85-89

90% 90% 90% s 80-84

Series20 75-79 90+ Series20 70% 80% 80% 80% 85-89 Series19 70-74 Series19

Over 65 Series18 80-84 Series18 65-69 75-79 Series17 70% 70% 70% Series17 60% 60-64 70-74 Series16 Series16 65-69 Series15 Series15 55-59 60% 60%60-64 60% Series14 Series14 50-54 55-59 Series13 Series13 50% 50-54 Series12 Series12 45-49 50% 50% 50% 45-49 Series11 Series11 40-44 40-44 Series10 Series10 35-39 Series9 Series9 35-39 40% 40% 40% 40% 30-34 Series8 Series8 30-34 25-29 Series7 Series7 25-29 30% 30%20-24 30% Series6 Series6 15-19 Series5 Series5 30% 20-24 10-14 Series4 Series4 20% 20% 20% 15-19 5-9 Series3 Series3 Series2 10-14 0-4 Series2 20% 10% 10% 5-9 10% 0-4 0% 0% 0% 2012 2013 2014 2015 2016 2017 2027 2037 2012 2013 2014 2015 2016 2017 2027 2037 10% 2012 2013 2014 2015 2016 2017 2027 2037

0-19 (School age) Over 60s (State Pension age - women) Over 65s (State Pension age - men)

0% Figure 5. Population. projections by age group. 2012 - 2037. 2012 2013 2014 2015 2016 2017 2027 2037

22 the county exception with much higher than average rates of residential care admissions suggesting access in the district to adequate care for older people in the home, may be poor. Across the county, 84.2 per cent of older people regain independence after a hospital episode (81.2 per cent, England) and for those with a long-term health condition, 84 per cent reported having enough support from local servic- es and organisations (England average, 81 per cent). However, Cumbria also has a much higher than average number of people providing unpaid care 11.3 per cent (56,495 people), in particular, for those providing 20 to 49 hours a week the county has the joint highest number of unpaid carers in the country.

carers. unpaid care in carlisle & eden.

‘People who look after and support family members, friends or neighbours in need of help because of long-term physical 03 / people & place. / people 03 or mental ill health, or disability or problems related to old age’

ONS, 2014d:3

All societies, rich and poor are underpinned by unpaid care. It can be empowering and rewarding to the carer and the cared-for, and it is highly valuable to wider society. It can build relationships, increase social capital and reduce the burden on local services and national budgets. But there are also risks, faced largely by the carer, that often go unrecognised and particularly when the responsibility for care is poorly distributed, there can be substantial negative impact on a carers health and on their social and labour market participation - in parallel therefore, there are implications for society.

Nationally and across Cumbria, women are disproportionately at-risk between the ages of 50 and 64 from informal carer responsibilities impacting negatively on labour market participation. While it is anticipated that men, over the age of 65 years in Cumbria, will spend more of their remaining years providing unpaid care than their female peers, in the longer term, estimates compiled by the Office for National Statistics (2014c) indicate that young females in the county (who are currently age 15 years) will spend a much higher proportion of their lives providing unpaid care in comparison to 15 year olds from other parts of the country.

employment. Economy & labour market.

A third of workers in Cumbria are employed on a part-time basis (higher than the national average) and underemployment, where a worker would prefer to be working more hours than they are able to find, increased 2.7 per cent between 2008 and 2013, and now stands at 10 per cent. The UK national figure is 5.9 per cent (ONS, 2014).

Despite lower than average levels of unemployment in both Carlisle and Eden economic productivity and

23 30%

25%

20%

15% 30% Carlise Eden Cumbria

25% UK 10%

20%

5%

15% Carlise Eden 0% Cumbria

03 / people & place. / people 03 UK Retail Health 10% Finance Forestry Transport Property Education Motor trade Wholesale Construction Public admin Manufacturing Accomm & food Mining & utilities Business support Information & comm Arts, recreation etc Professional, scientific

5%

0%

Retail Health Finance Forestry Transport Property Education Motor trade Wholesale Construction Public admin Manufacturing Accomm & food Mining & utilities Business support Information & comm Arts, recreation etc Professional, scientific

Figure 6. Industry group: Comparison October 2014

industry are, by national standards, very low and both districts share the county tendency for low-skilled, low-paid and part-time workers. Figure 6 highlights some of the stark contrast between industry sectors in the districts against the UK, notably the high levels (26 per cent) of manufacturing in Carlisle in contrast to a much lower 10 per cent for Eden and 9 per cent for the UK. In Eden, accommodation and food (18 per cent) stands out against the 6 and 11 per cent sector size in Carlisle and the UK respectively. Other industries, such as financial services and business support also highlight some sharp variations between local and national levels.

In Carlisle, skill levels and qualifications are particularly poor, with the proportion of workers in low-skilled, elementary occupations very high in comparison to the rest of the country. Eden has a higher proportion of workers in managerial roles than the rest of the county and against the national average; Eden also has one of the highest (4th) numbers of self-employed workers in the country. Additionally, one in twelve employees (8.1 per cent) in Eden are employed in Agriculture, the second highest rate in England, and almost one in eight (11.3 per cent) in the hospitality industry (the 7th highest rate in England).

24 The knowledge economy, referred to by the European Commission and OECD as industries that have a graduate workforce of more than 25 per cent, is, for both districts, in the bottom 20 per cent nationally, with Eden, ranked 379 out of 380 districts. This is not just low by national standards but also against the rest of Cumbria.

unemployment. benefit claimants.

Administrative Occupations: Records

Elementary Sales Occupations

Building Trades Mental health Elementary Agricultural Occupations problems

Customer Service Occupations accounted for 40 %

03 / people & place. / people 03 Construction Trades of people receiving the old Incapacity Benefit in the UK Agricultural Trades Joy et al, 2008 Corporate Managers And Senior Officials

Childcare And Related Personal Services

Transport Drivers & Operatives

Process Operatives

Healthcare & Related Personal Services

Occupation Unknown

Elementary Construction Occupations

Elementary Cleaning Occupations

Elementary Process Plant Occupations

Elementary Personal Services Occupations

Elementary Goods Storage Occupations

Administrative Occupations: General

Sales Assistants & Retail Cashiers

0 500 1,000 1,500 2,000 2,500 Figure 7. Occupations sought by JSA claimants in Cumbria October 2014

The rate of out-of-work benefit claimants in Carlisle is slightly higher than the average rate for England (12.5 and 12.1 respectively). However, this specifically relates to higher rates of claimants of both Disability Living Allowance (730) and Employment Support Allowance (4,850) (Wagstaff, 2013). Conversely, claimant rates of Job Seekers Allowance are lower in Carlisle and Eden than both the

25 Cumbria and national figures (CIO, 2015). Figure 6 presents a breakdown of the top 20 occupations sought by those looking for work. This highlights the skill deficit in the county. Long-term claimants (more than 6 months) make up close to half of all benefit claimants (42 per cent) but levels in both districts for those claiming for more than 6 months, and more than a year have been on a gradual decrease, with Carlisle seeing the greater change. Youth unemployment (those aged 16 - 24 years) in both districts is inline with the England average, and lower than the remaining four districts in Cumbria.

children & young people. carlisle & eden.

The characteristics of families and of neighbourhoods have an impact on the cognitive and social development of children and young people. Deprivation tends to be cyclic, and the presentation of risky or negative behaviours more often linked to disadvantage. For example, there are correlations between low pupil attainment and parents Almost working in low-skill jobs (DfE, 2011b); the recipients of free school meals 1 in 3 03 / people & place. / people 03 (FSM) are four times more likely to receive a permanent exclusion from children school than their peers; and boys in the same group will, on average, perform half as well at GCSE (DfE, 2011a). Botcherby & Upperby

Children (0-19 years) in Cumbria are less likely to live in poverty than in other Child poverty parts of England (15.4 per cent and 20.6 per cent respectively) with only the district of Barrow exceeding the national average at 22.5 per cent (Carlisle, 16.8 per cent and Eden 8.6 per cent). However, levels in both the Botcherby and Upperby wards in Carlisle are in the bottom 10 per cent nationally (32 per cent) (CIOb, 2014).

In terms of health, a number of poor measures are attributed to young people across the county with Carlisle and Eden both following this trend. The number of Mothers’ that smoke during pregnancy is high in Carlisle and above average in Eden, with Carlisle also scoring poorly on uptake of breastfeeding. Child development is below average amongst reception children in both districts, as is attainment at GCSE which is significantly poorer in Carlisle. As a county-wide trend the gap between well performing students and low attainers is also growing, as is the FSM achievement gap. There are double the national average of fixed-term exclusions amongst primary age children in Carlisle as well as high levels of persistent absence in both Carlisle and Eden. Despite high levels of eligibility for Free School Meals the take up in both districts is low (Carlise, 61 per cent and Eden, 63 per cent).

A high proportion of the county’s looked after children reside in Carlisle (32 per cent), where the rate of teenage motherhood is significantly greater than the national average, although teenage conceptions are lower. Alcohol related hospital admissioms in the under-18 cohort have fallen although deaths and serious injuries to young people and young adults remain very high in Eden. Additionally, Eden has high levels of obesity where one in five (20.4 per cent) children leave Primary school obese.

26 every 15 minutes a family in britain loses their home Dorling, 2014.

1.4 million people in england on social housing waiting lists The Guardian, 2014.

27 housing. homelessness, social housing & fuel poverty.

Housing shortages, increasing rents and poor conditions all have the potential to make conditions for those in poverty, or at-risk of poverty much worse. Shelter (2015) estimate in excess of 3 million people are currently in poverty in the UK as a result of the high relative cost of their housing. One in twelve families are on a social housing waiting list, in the year 2012/13 almost 1 million people reported using a pay day loan to help pay their mortgage (JRF, 2013) and almost half (48 per cent) of children in poverty live in homeowner households. While sufficient supply of affordable housing, alongside ‘wider access to advice and relationship support services’ are some of the key recommendations set out by the Joseph Rowntree Foundation in order to address increasing levels of child and adult poverty (JRF, 2014), the current prob- lem of rising homelessness, unaffordable rents, a generation priced out of home ownership and landlords increasingly unsympathetic to the changes in the welfare system are too overwhelming for many individuals and families. 03 / people & place. / people 03

Eden Living rent free Carlisle Cumbria ENGLAND Private rented: Other

Private rented: Private landlord or letting agency

Social rented: Other

Social rented/ Rented from council (Local Authority)

Shared ownership (part owned and part rented)

Owned with a mortgage or loan

Owned outright

0.0 5.0 10.0 15.0 20.0 25.0 30.0 35.0 40.0 45.0 50.0 Households %

Figure 8. Housing tenure: Census 2011 (ONS, 2013)

28 1 in 5 CAB debt related enquiries linked to energy bills.

4 % cumbrian households without central heating, the 2nd highest rate in England.

29 Carlisle & Eden.

Average households in Carlisle are 2.2 persons and 2.24 in Eden, some of the lowest in the country. Both districts also have a high proportion of 1 person households, and are expected to see household size reduce further over the next five years (DfCLG, 2012). Across the county there are 12,593 lone-parent housholds, with rates for those also in part-time employment and for female lone-parent households in part-time employment the 4th highest across England. Eden district (joint with South Lakeland) has the second highest number of female lone-parent households in part-time employment (45.4 per cent) nationally. Eden also has one of the highest national rates (13th) for people with second homes located within the area.

Council owned housing provision across the districts is some of the lowest in the country and while there has been some increase in the number of homes available in the social rented sector (social housing or affordable rent homes have seen increases of 60 (Carlisle) and 110 (Eden) homes in the four years since 2012), the 24 per cent increase in homeless applications nationally is echoed locally by each of the partner organisations who have experienced much more visible problems associated with housing. In particular Age UK have received an approximate 15 per cent increase in people at-risk or facing homelessness; the Law Centre, in the year 2013/2014 prevented 137 individuals or families from losing their home, and at the CAB there has been a sharp escalation of young ‘sofa surfers’ coming into the service - known as the hidden homeless, these are young people moving between friends and family without the security of knowing where they might stay each day.

A comparison of housing tenure in the districts can be seen in Figure 8 and identifies 43.6 per cent of Eden households (considerably higher than national levels and higher than the rest of Cumbria) own their homes outright. The percentage of those living rent free in the district is also high (2.5 per cent). Carlisle has a greater proportion of homeowners with a mortgage, 33.6 per cent, and a larger percentage of social landlords (12.6 per cent, excluding LA landlords) than both Eden, and England (ONS, 2013).

fuel poverty.

In 2013, 3.2 million housholds in England were classed as fuel poor (BBC, 2013), currently defined by a household whose necessary fuel costs are both higher than median levels and where expenditure on such leaves a residual income below the poverty line (GOV, 2013). Drivers include the high cost of energy, household income, and poor energy efficiency of homes. Across Cumbria, 4 per cent of households have no central heating and 28 per cent are in fuel poverty. This is largely households in rural Eden and north rural Carlisle. As a district, Eden has the highest proportion of fuel poor homes across England with the communities of Askham, Crosby Ravensworth and Ullswater the most affected.

Excess winter deaths, in part associated with housing conditions and winter warmth, have historically been very high in Eden. The majority of deaths occur amongst those aged 75 and over and are typically linked with heart and respiratory problems that may be exacerbated by various physiological effects from the cold (ONS, 2014e). Provisional figures suggest high levels in Eden are falling but despite widespread campaigns (largely energy grants and flu vaccinations), above average excess winter deaths remain in Carlisle (20 per cent) (Clay & Ewin, 2012).

30 04 / responding to welfare reform. A local perspective.

31 32 04 / responding to welfare reform. carlisle. implications ofreform. very briefdepictionofsomethecurrentbenefitsclaimsforbothCarlisleandEden below refertoJanuary2014,around9monthsafterthefirstreformscameintoplace. Cumbria IntelligenceObservatoryandthereportofW detail aboutthesocialandeconomicimpactsofthisprojectcanbefoundinreportspublishedby series oftasks,unfoldingoverseveralyears,followingitscommencementin However, itisworthwhilepickingoutsomekeyfacts, Government’s welfarereformprojectisarolling period. That iswelfarereform. The sizeofthatprojectistoovasttoincludeallthedetailsinthisreport. some mentionofakeyissuewhichhasgreatlyaffected thelivesoflow-incomehouseholdsduringthis Although thisreportfocusesontheimpactofadviceworkundertakenbypartners,wemustmake introduction. • Carlisle: thisisabovethecountyaverage • 16.0%ofchildren(0-19years)arelivinginpoverty, atotalof3,425children(aged0-19years), 2,700followingthechangestotaxcreditthresholdsin April 2012 • 8,300familiesarecurrentlyclaimingchildorworkingtaxcredits inCarlisle. oftheseclaimantscouldrequireadditionalsupportwhen re-entering theemploymentmarket allowance/incapacitybenefitwerere-assessed,ofthose22%deemed‘fitforwork’.Some • DuringtheperiodOctober2010toNovember2012,1,720claimantsofemployment&support county • CarlislehasthesecondhighestproportionofthoseclaimingDisabilityLiving Allowance inthe justabovethenationalaverage atthesamerateandinsomeareasisabovenationalaverage. hasfalleninthepastyear, however, youthunemploymentinCarlisleisnotfalling • There are1,436peopleclaimingJobseekers Allowance inCarlisle. This number 81%ofthoseareclaiminganout-of-workbenefit.Mostclaimantsaged45-54years. • 9,510peopleofworkingage(16-64years)inCarlisleareclaimingsometypebenefitand numberhasfalleninthelastyearbutremainsabovenationallevels. • There are6,847households(14%)inCarlislewithanannualincomeoflessthan£10,000–this This summaryprovidesdataandheadlineanalysisaboutthepotentialimpactofwelfarereformin Almost 1in4ofresidentsCarlislehavealong-termhealthproblemordisability, summary &Principal figures. elfare ReformCommission. The data April 2013.Muchgreater They representa There wasafallof in poverty children carlisle 3,425 33 04 / responding to welfare reform. eden. Eden:

havebeendeemed‘fitforwork’ Support Benefit/Employment forIncapacity • 22%ofthosewhohavebeenreassessed Allowance county) • 12,188youngpeople(16-24years)arelivinginCarlisle(11.3%, thehighestproportionin sectorsizecriteriaandhaveexperiencedareductioninHousingBenefit 1034tenantsinCarlislehavebeenidentifiedas‘under-occupying’ • InCarlislethereare7,770peopleclaiminghousingbenefit–73%oftheseworkingage. theseareofworkingage.238tenantsinEdenhavebeen identifiedas‘under-occupying’ • InEdenthereare2,317peopleclaiminghousingbenefit – approximately70%of years)livinginpoverty • LevelsofchildpovertyarelowinEden(8.6%)withatotal of930children(aged0-19 1,500followingthechangestotaxcreditthresholdsin April 2012 • 3,100familiesarecurrentlyclaimingchildorworkingtaxcreditsinEden. market Someoftheseclaimantscouldrequireadditionalsupportwhenre-enteringtheemployment allowance/incapacitybenefitwerere-assessed,ofthose17%deemed‘fitforwork’. • DuringtheperiodOctober2010toNovember2012,460claimantsofemployment&support countyaverage • There are326peopleclaimingJobseekers Allowance inEden. This isbelownationaland onlowwages levelsofworkingagebenefitclaimantssuggestsahigh-proportionin-work • The relativelyhighlevelsoflowincomehouseholdsinEdencombinedwiththe ofthoseareclaiminganout-of-workbenefit.Mostclaimantsaged45-54years • 2,600peopleofworkingage(16-64years)inEdenareclaimingsometypebenefitand75% £10,000. This numberhasfalleninthelastyearbutremainsabovenationallevels • There aremorethan3,299(14.2%)householdsinEdenwithanannualincomeofless This summaryprovidesdataandheadlineanalysisaboutthepotentialimpactofwelfare reform in particularlydifficult. Benefit. ThecostofhousinginEdencouldmakefindingalternative, affordable accommodation homeagainstthesocialsectorsizecriteriaandhaveexperienced areductioninHousing summary &principal figures. theirhomeagainstthesocial There wasafallof their 34 04 / responding to welfare reform.

welfare reform. Allowance havebeendeemed‘fitforwork’ • 17%whohavebeenreassessedforIncapacityBenefit/EmploymentSupport • 23%ofEden’s populationareaged65+ averages • 25%ofhouseholdshavealong-termhealthproblemordisability, belowcountyandnational • The LocalGovernment Association andtheCentreforEconomicSocialInclusioncarried there isalsoacumulativeimpactonindividualsandhouseholdsfromthesechanges: Whilst eachbenefitchangemayhaveaparticularimpactonclaimantofthatbenefit, outanassessmentofthelocalimpactswelfarereformwhichreportedthissummer SocialMobilityandChildPovertyinGreatBritain • The SocialMobilityandChildPovertyCommissionintheirreport‘ significantfactor. aregenerallyhigherthaninthesocialsector. The 1%caponupratingofbenefitsisalsoa thoseclaimingbenefittohelpwiththeirrent,particularlyintheprivaterentedsectorwhererents significantreductionsinbenefitresultingfromthechangesfallon part-timeworkingandlowearnings,highhousingcosts;thefactthatmost • These findingscouldbeexplainedbytheseareasexperiencingparticularlyhighlevelsof £1,666and£5,161. theaveragelossperclaimanthouseholdyearby2015/16inEdenwouldbebetween Credit)wouldbeexperiencedbyworkinghouseholds.Inthisassessmentitwasreportedthat concludedthat59%ofclaimantlossesresultingfromwelfarereform(excludingUniversal challengingforhouseholds,bothinandoutofwork. haveoutstrippedgrowthinincome.Meetingthebasiccost oflivinghasthereforebecomemore ofinflationandmedianincomewerecloselyrelated,but since thisdate,increasesintheCPI householdcommodities.IntheUKuntil2009-2011, theConsumerPriceIndex(CPI)measure aslowingdownofincomesatandbelowthemedian a riseintheinflationrateforbasic widereconomiccontext. The economicdownturnwhichbeganin2008hasbeen markedby • The changestobenefitsandtheireffect onlevels ofhouseholdincomeneedtobeputintotheir assessmentasitcanaffect workingandnon-workinghouseholds. claimantsastheyapplyforPersonalIndependencePaymentisalsosignificantinthis • The potentialforfuturereductionsorlossofbenefitexistingDisabilityLiving Allowance beingasignificantfactorinwelfaredependence. householdslivewithaparentinfull-timework. This highlightsissuesinrespectoflowwages

the cumulative impact. ’ foundthat75%ofchildrenin‘workingpoor’ Tax Creditclaimants,and State oftheNation2013: ‘under occupancy’ housing benefits . This reductions to eden. 238 35 04 / responding to welfare reform.

thatapproximately2millionpeopleintheUKusedpaydayloans.Locally outpaydayloanseachmonth,whilstthePublic Accounts Committee estimated inMay2013 • InJuly2013,Which?researchreportedthat4%ofhouseholds(approximately1million)take 3vouchersdependentonapersonscircumstances. Additionally, theLawCentrereceiveonaverage,2requests eachweek,issuingbetween1and questshavebeenanewphenomenafollowingnoticablerisesincetheSummerof2014. areabletoreferfoodbanksin Alston, Appleby, KirkbyStephenandinthetown,dailyre requestsforfoodvouchersanumberofyearsbutattheEdenofficeinPenrith,wherethey thefirsthalfof2013. ThroughourownpartnershipstheCABinCarlislehavehadregular daily months. Nationally, Citizens Advice is reporting a 78% rise in enquiries about foodbanks during •Localfoodbankservicesarereportingincreasesindemandofupto85%thelastyear18 ofpaydayloansasaresultwelfarereform. reportingincreaseddemandforadviceandguidanceservices,foodbanks,use increasedchangestothebenefitstheyreceive. Alongsidethis,organisationsarealso changestothebenefitstheyreceive. Alongsidethis,organisationsarealsoreporting numbersofpeoplepresentingwithhighlevelsanxietyanddistressasadirectresult impactsonthementalhealthofthoseaffected. Localorganisationsarereportingincreased • The cumulativeimpactofwelfarereformandthecurrenteconomicenvironmentisalsohaving unabletomove. This meansthatthepressureonthesepotsofmoneyisgrowingandit prospectofthembeingabletomakeotherarrangements topaytheshortfallandtheyare anyhavebeenreliantonthesepaymentsforoverayear now. There isnoimmediate foranothersourceofincome.Inreality, since thereisnotmuchflexibilityinthehousingstock, butatop-gaptoprovidesupportforpeoplewhiletheylooked foramoreappropriatepropertyor oftheneedpresentedtothem.However, DHPswerenotintendedtobealong-term solution Councilhavebeenhelpfulinmanagingtheirfundsandhave, todate,beenablemeetmost thisshortfallorwhodeveloparrearsforotherreasons.Carlisle CityCouncilandEdenDistrict • DiscretionaryHousingPaymentshavebeeninvaluablein supportingpeoplewhocannotup besustainedindefinitely. Allowance andevenpaydaylenderstomakeupthedifference eachmonth,butthiscould not rentarrears.ClientsreportedusingmoneyfromJobseeker’s Allowance, DisabilityLiving Occupancyhadbeeneitherthekeyfactororamajoraggravatingingenerationof • CumbriaLawCentrenotedthatithadbeeninstructedinaround400caseswhereUnder theextramoneythemselveseachmonth. couldmove. Therefore, manyindividualswouldsimplybestuckwhere theywerehavingtopay CarlisleandEdensinceessentiallytherewerenotenoughsmallerpropertiesintowhichpeople • CWRCalsofoundthattheUnderOccupancyChargewasinappropriateforhousingstockin countyasawholeresultofreformmeasures. • The CumbriaWelfare ReformCommissionestimated that£138millionwouldbelosttothe assistedpeoplewithrosefrom£6,000to£60,500. reportthatbetween2009/10and2012/13theamountofpaydayloandebtstheyhad

, CABinCarlisle 36 04 / responding to welfare reform. at thesametimeaswetrytorepositionsomeofourservices. However, thebaselineofneedisrisingalltimeandrapiditydescentintocrisisalsoincreasing of the ASTF programmetoattemptreducetheneedforcrisismanagementbyearlyinterventionwork. as tobeginarticulatethechanginglandscapeinwhichpartnerorganisationsareworking.Itisatenet This sectionofourownimpactreportwastodrawattentionsometheCommission’ to vulnerableindividualsduringthisprocessofreformationahighlycomplexsystem. available viaCumbriaCVSoranyofthepartners. The reportlooksdeeplyintothechallengespresented detail ofthemeasuredandobservedimpactsonourcommunitiessofar The readerisadvisedtoreadthefullreportof

sanctions. claimsandacceptableadherencetocommitmentsarestillsubjectsuspensions turneddownatthemandatoryreconsiderationstage. This demonstratesthatclientswithsound successratesdependingonthebenefitinquestion.Eachoneofthoseappealswillhavebeen reportthattheywinvastmajorityofappealsonbehalfclientsvaryingbetween70%and89% foodvouchers,theymayhavebeenwithoutanyincomeforamatterofweeks.Partners theevent.Bytimeweafford themthehelptheyneedtoaccessemergencygrantsand numberofclientswhohavenotrealisedthattheybeensanctionedforoveraweekafter noautomaticreinstatementofbenefitsduringthisperiod. Thepartnershaveseenalarge essentiallyaninternalreviewsystemwithinDWP. This cantakeseveralweeksandthereis becomemorecomplicatedsincethereisnowastepofmandatoryreconsiderationwhich hasmorethandoubledduringthisperiod.Inaddition,theprocessofchallengingsanctions benefitssuspendedorreceiveda‘sanction’.InthecaseofJSA • Advice agenciesarereceivingmanymoreenquiriesfromindividualswhohavehadtheir unlikelythatsuchawardswillbemadeindefinitely. Cumbria Welfare ReformCommission . Itcanbeviewed thefrequencyofsuchcases s findingsaswell toseethefine here andisalso 05 / Partner overviews.

37 38 05 / partner overview. Employment Housing Drop inserviceMondaytoFriday Carlisle Services Debt adviceavailabletothosereferredviaEdenHousing Association (contractualwork) Welfare Benefits of Advice: Areas An activeteamofvolunteerswhojoinfromthecommunity, andUniversitySchoolsProgrammes Volunteer Co-ordinator Management and Administration personnel 8 SolicitorsandCaseworkers A dedicated Triage worker Cumbria LawCentrecomprisesof: the team.&offer. Address: 8SpencerStreetCarlisle,Cumbria,CA11BG EstabLished: Name: influences socialpolicyandcampaignsforchange. In additionCumbriaLawCentreworkstoraiseawarenessoflegalrights,pursuestestcases, works withindividualstopursuetheircasesuntilajustoutcomeisobtained. circumstances. To thisendtheorganisation providesafreeservicetothoseonlowincomesand independent andexpertlegalassistance,regardlessoftheirmeanstochallengeunjustlaws of afairandjustsociety. This isonlypossibleifeverypersoncanaccesshighquality Cumbria LawCentrebelievesthathumanrightsandequalitybeforethelawarecornerstones specialist legalsupportrelatingtothoseissuesaffecting thecommunitiesitserves. independent charitythatstrivestoensurethecitizensofCarlisleandEdenhaveaccess Northern IrelandthathaveanaffiliationtotheNationalLawCentresNetwork. Cumbria LawCentreisoneof44CommunityCentresspreadacrossEngland,Wales and Cumbria LawCentre

1990 As such,itisan 39 05 / partner overview.

some attendantdebtissues,especially inrelationtorentarrears. Eden Housing Association (a dedicatedwelfarebenefitsserviceforEHA tenants,alsopickingup agencies) Eden DistrictCouncil(employment,housingandwelfarebenefits caseworkandtrainingforlocal Legal Aid Agency (housingandhomelessnesscasework,Upper Tier welfarebenefitsappeals) North West LegalSupport Trust (contributiontovolunteeringservice) Big Lottery(welfarebenefitscaseworkandprojectmanagement /hosting,including work. OurworkinCarlisleandEdeniscurrentlysupported by: support, Charitable Trusts andFundswithanincreasinglytapering amountfromeligibleLegal Aid Cumbria LawCentrehasamixtureoffundingstreamscomprised inthemainofLocal Authority core funding. Organisation isregulatedbytheSolicitorsRegulation Authority. Cumbria LawCentreisqualityassuredbyLexcel(TheSociety)andtheLegal quality assurance. ®ulatory bodies. Organisation isregulatedbytheSolicitorsRegulation Authority. Cumbria LawCentreisqualityassuredbyLexcel(TheSociety)andtheLegal members workonavoluntarybasisandarerecruitedopenly. debating theprioritiesforfutureworkandgoverninglong-termdecisionmaking.Committee The CommitteealsoensuresthattheLawCentrebestmeetsneedsofourlocalcommunities, practice guidelines. Cumbria LawCentrefulfilsallofitslegalobligationsandoperatesefficientlyaccordingtogood The ManagementCommitteeisavoluntarygroupof8individualswiththekeyroleensuringthat management. &governance. EHA offices For EdenHousing Association tenants,servicesareoffered onWednesdays and Thursdays from Tellytalk terminalsforruraloutreachsituatedin Appleby (AlstonandShapduetoopenearly2015) Outreach servicesattheCitizens Advice BureauinPenrithonWednesdays Eden Services Tellytalk terminalsavailableforruraloutreachworkinLongtownandBrampton (dueearly2015) cases. Duty SolicitoratCarlisleCountyCourtonWednesdays torpeopledefendinghousingpossession Outreach dropinatCumbriaProbationServicesonFridays Aid Agency. The Aid Agency. The Tellytalk) 40 05 / partner overview. experiences ahighdemandforwelfarebenefitadvice,care inthecommunityandhousing. their carerslivingintheCarlisleandEdenDistricts.Itisageneralist adviceserviceand Information and Advice isoffered viatelephoneandfacetoanyoneovertheageof50 Age UKInformationand Advice Offer: 500+ volunteersoffering theirtimeandinputacrossallservices 2 Staff selling Age UKproducts 12 staff membersworkingacrossHomeDayCare/DementiaServices 1 memberofstaff onHomeshareproject Stephen 6 staff workingacrosscharityshops inPenrith,Carlisle, Appleby, Alston, BramptonandKirkby 2 staff whoco-ordinateHealthand Wellbeing relatedactivities 4 staff and3volunteersoffering Advice andInformation Across CarlisleandEden,servicessupportareprovidedby: the team.&offer.

Address: Sandgate,PenrithCA117TP& Established: Name: underpinned byadedicatedteamofstaff andaveritablearmyofvolunteers. Advice andInformationprovisionatitsverycore. The successoftheOrganisation is Across CarlisleandEdenthereisadiversityofservicesbeingdeliveredwithhighlyvalued enjoyable experience. services toinspire,enableandsupportcommunitymembersinmakinglaterlifeafulfilling acknowledges thechallengesofolderyearswhileworkingtirelesslytoproviderelevant independently butsupportedandrepresentedbythenationalbody Age UKCarlisleandEdenisoneofanetwork400organisationsintheworking at atimeinhistorywheretheover60’s isthefastestgrowingagegroupinsociety. Age UKistheCountry’s largestcharitydedicatedtohelpingeveryonemakethemostoflaterlife 20SpencerStreet,CarlisleCA11BG Age UKCarlisleandEden

2009 . The organisation 41 05 / partner overview. volunteers inthecaringprofessions. Lowthwaite LodgeprovidingselfcateringbreaksintheLakeDistrictforCarers,staff and Eden ShopmobilityScheme. excursions. Transport enablingincreasedaccesstoDayServices,walkinggroups,shoppingtripsand Day Careandlunchclubsin12locations members whichinclude: In additionto Advice andInformation,theCharityoffersavarietyofservicestocommunity Charitable Trusts andFunds(currently The Tudor Trust and Awards for All -BigLottery) Cumbria, andCarlisleCityCouncil) Contracts forServices(currentlyheldwithCumbriaCounty Council,CumbriaCCGandNHS Enterprises IncomeGenerationInitiatives. Direct fundraisingandincomegenerationfromlocal Age UKshops,fundraising eventsand Age UK Age UKreceivesincomefromthreemainsources: core funding. Advice Service. and inadditionholdthespecific Advice QualityStandardCertification(AQS)forthededicated Carlisle andEden Age UKcomplywiththeQualityStandardsagreedbynational Age UK body quality assurance. ®ulatory bodies. the Charity. Trustee Boardistoprovidestrategicdirection,policydevelopmentandensurefinancialviabilityof Secretary totheBoardandalloperationalmattersaredelegatedthispost. experience tobringtheOrganisation. The ChiefExecutiveofCarlisle andEden Age UKactsas Age UKCarlisleandEdenisgovernedbyaBoardofeight Trustees whohaveabroadrangeof management. &governance. The mainroleofthe 42 05 / partner overview. Address: CivicCentre.Carlisle.Cumbria.CA38QG Established: Name: Bereavement BenefitsandMaternitybenefits. Independence Payment,DisabilityLiving Allowance, Attendance Allowance, Pension Credit, Allowance, Jobseeker’s Allowance, HousingBenefit,Council Tax Reduction,Personal Provide adviceonclaimingallbenefitsincludingIncomeSupport, Employment&Support Advisors: Customs. and Pensions,CarlisleCityCouncil, Tax CreditsprovidedbytheHerMajestyRevenues& comprehensive adviceserviceonthefullrangeofbenefitsprovidedbyDepartmentforW The Benefit AdviceService Team arespecialistwelfarerights advisorswhoprovidea Information and Advice Offer: representation. 2.6 (WTE)advisorsoffering telephoneadvice,facetoappointmentsandappeal a Manager The Benefits the team.&offer. welfare system. Advice andrepresentationisalsoavailableonmatters relatingtotaxcredits. case. CasescanbetakenashightheUpper Tribunal andtheservicecoverswholesocial wishes toappeal,evenifthatisaCityCounciladministeredbenefit,theservicewilltakeon in runningcomplexcasesforclients. That istosaythatiftheclienthasabenefitsdisputeand information tocustomers,theBenefits AdviceServicemaintainsindependenceandautonomy benefits adviceserviceaspartofthisstrategy. Whilstmostlocalauthoritiesoffer somelevelof in Carlisle,thecouncilhaschosentooffer itscustomersanindependentandexpertwelfare Local Authorities areactiveintheareasofpreventinghomelessnessandreducingpovertyand, Carlisle CityCouncil.BenefitsAdviceService Advice teamcomprises:

1988 ork 43 05 / partner overview. management. &governance. This ServiceisfullyfundedbyCarlisleCityCouncil. core funding. The serviceholdsan Advice QualityStandardCertification(AQS). quality assurance. ®ulatory bodies. services. issues relevanttothecommunitiesserved.Ultimately, thisgroupisthegoverningbodyforallcouncil are electedintopowerbylocalpeopleandabletorepresentthevoicesaboutservices which servestheresidentsoflargestcityinEnglandbyarea. The CityofCarlisleisalocalgovernmentdistrictCumbriaandassuchhasitsownCouncil Home visitscanbearrangedforthosewhohaveaccessproblems. Tellytalk terminalsavailableforruraloutreachworkinLongtownandBrampton and Morton. An outreachserviceisprovidedinthefollowingareas:Botcherby, Brampton,Greystone,Longtown appointments areavailableinCarlisle,Mondayto Thursday initiallyviatelephone. General Advice representation atFirsttierandUpper Tribunals. Help withmandatoryreconsiderations,revisions,supersessionsandappeals,including Check whetheryouarereceivingyourcorrectentitlementtobenefit. Assist withclaiming Tax Credits. A fiftytwostrongCouncillorcabinet 44 05 / partner overview. Address: 5-6OldPostOfficeCourt.Carlisle.Cumbria.CA38LE. Established: Name: reception personnel. A teamof31volunteersfromacrossthecommunitywhoaretrained Advice Workers, aswell2 Advice NetworkChampionandImpactReportworker 1.39 WTEstaff workingasaVolunteer recruitmentandtraining officer, Tellytalk Worker, Cumbria 8 WTEstaff coveringtherolesofSupervisors,Specialist Advice Caseworkersand Administrator A Managerdedicatedworkingacrossbothgeographicalregions Carlisle andEdenDistrictCABcomprises: the team.&offer. legislation, formingapowerfulforceforsocialchange. clients, raisingissuesbroughtintobureaux,contributingtopublicdebate,influencing policies andservices.Nationallylocally, theCABplayakeyroleinspeakingupfor Advice alsocollectsevidenceofourclients’ problemsandusesthistocampaignforchangesin across bothDistrictswithHighStreetandoutreachpremisesinCarlisleEden.Citizens The servicesareoffered freeofchargeinaconfidential,nonjudgementalmannertoclients Advice body. online resourceofwww.Adviceguide.org.uk beingreadilyavailabletoallbythenationalCitizen’s national bodyanddeliversadvicebytelephoneorfacetowithclientstheadditional Carlisle andEdenDistrictsCABisoneof338totallyindependentcharitiesaffiliatedtothe employment, law, immigrationandallformsofdiscrimination. issue fromdebt,relationships,benefits,specialisedcancerrelatedsupport,housing, Citizens Advice istheUK’s largestadviceproviderandisequippedtosupportanyone,withany 2Sandgate.Penrith.Cumbria.CA117TP. Carlisle andEdenDistrictsCitizensAdviceBureau

1939 45 05 / partner overview. management. &governance. Medical Practice. Tellytalk terminalsforruraloutreacharesituatedin Appleby Library, Alston Town HallandShap Outreach servicein Appleby (untilDecember2014) Mondays, Tuesdays and Thursdays. General Advice appointmentsandtelephoneadviceareavailablefromthePenrithofficeon Eden Services Community Centre. Tellytalk terminalavailableforruraloutreachworkinLongtownCommunity CentreandBrampton advice Tuesdays andWednesdays. General Advice appointments:Wednesdays andFridaysalternateSaturdays,adtelephone Carlisle Services ed bycancer. specialist CaseworkersfordebtrelatedissuesandMacmillanSupportworkerstohelpthoseaffect- through toproblemswithneighboursandmanysubjectsinbetween.Inadditionthis,thereare CAB Advisors aretrainedtobeableoffer awiderangeofgeneralistadvicefromconsumerrights Information andAdvice Offer: bulk offacetoadviceacrossthetwodistricts. with partneragencies. Additionally, thebureauis supportedbythe31volunteerswhoprovide Council andNHSsupport,Charitable Trusts, andfundingthatissecuredtoworkincollaboration Carlisle andEdenDistrictsCABhaveanumberoffunding streams whichincludeLocal Authority, core funding. meeting internalqualityassuredstandards. (AQS) andareregularlyauditedbytheNationalCitizen’s Advice toensuretheorganisationis Carlisle andEdenDistrictsCABholdtheindustrystandard Advice QualityStandardCertification quality assurance. ®ulatory bodies. ning aregionallocalcharityinthecurrentverychallengingtimes. relating torun- andlifeexperiencetotheirroleinoverseeingthestrategicactivities both professional The Boardof Trustees isavoluntarygroupof11 peoplefromthecommunitywhobringawealthof 06 / Characteristics.the uk population is clientsageing & service. by 5 hours a day Principle characteristics of each organisation for the period September 2013 - August 2014

46 Principal characteristics.

The following pages present some of the principal client and service characteristics of the four Advice Link partners. The data provides an opportunity to understand some of the circumstances of the clients who use each service as well as some of their principal motivations for seeking information or advice. It also provides space to identify some of the differentiating factors between the partners, and how their compliment of specialisms, differing working arrangements, practice and public access points can ‘open the door’ to a diverse community of local people.

Financial Gains.

One of our principal objectives in looking to the impact of our provision is to identify and articulate the less tangible effects of advice work; the impact - largely on health, well-being and agency - of a multi- disciplinary provision that provides, for all people, though largely some of the most vulnerable within our communities, a neutral, clear and objective approach to their diverse and often multi-faceted needs. A number of evaluative measures are currently being developed in order to assess this impact over the coming year (2015). Currently however we do measure financial gains that are awarded to clients as a result of our work. Financial gains may result from advise, work that partners may do to support a clients financial claims and at times from advocacy carried out on behalf of clients to secure social security payments, debt relief, support grants and monies owed. We see the fiscal implications of this as far reaching in improving the financial security of local people; at times securing a roof remains over their head, that they have food to eat and are able to maintain some dignity in their own lived experiences.

These economic gains are associated with each partner organisation. Those recorded are monies to which we believe we are explicitly associated in securing for clients, there are other financial gains, not represented here where we feel our support and encouragement in signposting and advising will have meant a client leaves our service empowered with the knowledge or the justification to further these claims themselves. The data expressed in the following section exclude information relating to the 875 drop-in clients seen at Cumbria Law Centre and all clients that are referred on to other external services without direct support from one of our partners.

47 carlisle and eden age uk

Principal characteristics September 2013 - August 2014

48 06.1 / age uk 49 Client enquiries. enquiries received by district. principal modeofcontact withclient. * 6percentofenquiriesunrecorded face toenquiries direct publicaccessfor access point 79 % 79 telephone 2 % email 16 % face to face carlisle District Carlisle District eden Penrith 67 % 67 H by district &source. 27 % % 1 % letter 1 % home visits by district. number ofenquiries by clientslivingwithin Carlisle enquiries received the district contacts withclients 1296 unique enquiries total total 1939* 3375 2013 /14 2013 /14 by clientslivingwithin enquiries received eden the district 523 06.1 / age uk 50 Client enquiries. by category ofadvice. information andadviceaboutmaintainingindependentliving(12%). The twoleadingcategoriesofadvicesoughtby Age UK’s clientswerebenefitenquiries(46%)and Debt &Money/FinancialServices Household Maintenance/Utilities Social Education &Leisure Consumer Issues Activities / Independence Carer Support Bereavement Life Planning Life Planning Legal Tr ansport / Housing Benefits Advice Tr Other h avel

0 s hh 100 200 Number ofInformationand Advice enquiries 300 1939 A total was spentwithclientsworking 400 950 different enquiries Figure 9. Age UKCategoryof Advice RequestedbyClients 500 hours 600 8

mins 700 800 900 1000 937 06.1 / age uk 51 client willbereferredontoarelevantservice. Age UKarenotabletoprovidesupportthe the ageof50years.Ifanenquiryismadeand of 50unlesstheyareacarerpersonover their servicetoclientswhoareundertheage Under 49’s – Age UKwillnottypicallyprovide Figure 12. Age UK:Gender client characteristics. disability &health conditions. Amongst Age &gender. where 57percentofclientsareundertheage50. of clientsfromboththeCABandCumbriaLawCentrewhosemostcommonclientageis44years, age of50yearsdescribeahealthorphysicalillnessdisability to youngergenerations.Forexample,39percentof Age UK’s clientsofwhich98percentareoverthe percentage ofolderpeopledescribethemselvesashavingadisabilityorhealthconditionincomparison 61% clients accessingInformationand Advice servicesinCarlisleandEdenamuchsmaller 66% 11% 87% 26% Female Male

Figure 11. Age UKType ofDisability Figure 10. Age UKClientswithDisabilities Other Mental HealthProblems Learning Disability Physical &LongtermHealthcondition Disabilities Unknown/Withheld No Disabilities Disabilities inclLongtermHealthCondition No of clients 1000 100 200 300 400 500 600 700 800 900 0 Figure 13. Age UK: Age GroupofClients

Age Under49

. This comparestomorethan51percent

Age 50-64 Age 65-84 Age 85+ 06.1 / age uk 52 signposts from age ukto external organisations. 37 % 37 by externalorganisationsorfamilymembers. directed foradvicefollowingcontactwithother Age UKprovision. An additional472clientswerereferred Service provision. referrals into service. External organisation ofclientsselfreferredto Age UK’s Informationand Advice Service,withanadditional38percent Utilities incl energy suppliers&energyef Utilities inclenergy

County Council Social Care and Carer Support County CouncilSocialCareandCarer Referral organisation or source Other StatutoryOrganisations Department forW Figure 15. Age UK:Externalsignpostsandreferralsfrom Age UKtoexternalorganisations Housing A Other T Eden DistrictCouncil Carlisle CityCouncil Health inclG Family andfriends Housing & Independent living Housing &Independent Adult SocialCare Health Services Mobility and safety alarms Mobility andsafety hird Sectororganisations Citizens A Other A ssociations Cumbria LawCentre P ork andPensions ficiency schemes ficiency schemes & healthcharity Other Figure 14. Age UK:Referralsbyorganisationorsourceintoservice ge UKservice dvice Bureau dvice 0

0 50 Number ofreferrals Number ofsignpostsorreferrals 50 100 150 100 200 150 250 200 06.1 / age uk 53 Benefit gains. Percentage ofTotal Gainsby value ofbenefitreceived. Ratio ofBenefits Gains:BenefitArrears. Bydistrict. Personal IndependencePayment Employment Support Allowance Employment Attendance Allowance Winter Warmth Fund Disability Allowance Council TaxBenefit Carers Allowance

Value of Gain Pension Credit 1000000 100000 200000 300000 400000 500000 600000 700000 800000 900000 0 0.0% Top 2Benefits. (most common gain) Attendance Allowance 10.0% Winter Warmth Fund Carlisle 20.0% Figure 17. 30.0% Age UK:Benefitgains,ratio&valuebydistrict Percentage of Total Gains(£) District 40.0% Top 2Benefits. (most common gain) Attendance Allowance Winter Warmth Fund 50.0% Eden Total Gains. 60.0% £918,458.76 Figure 16. 70.0% Age UK:BenefitGains 80.0% 90.0% carlisle benefit advice service

Principal characteristics September 2013 - August 2014

54 Client enquiries. by district & source.

appointments by access points. % number of appointments by location.

carlisle 6 74 District

Longtown Carlisle. Civic Centre Brampton 1% appointments with clients 5% 175 Carlisle Home visits.

06.2 06.2 / city council benefits carlisle advice service 74 % Brampton. community centrelongtown 47 community centre 9 access point direct public access for face to face enquiries (via appointment only) *additional 19 per cent via 905 home visit

principle mode of contact with client. total face-to-face contacts 2013 / 14 telephone face to face home visits 51 % 36 % H 13 % 1330 client demographic. Telephone, Face-to-face & Home visits

White British Married / Civil Partnership / Co-habiting Other <5 Single Polish 49% Divorced / Separated Portugese 26% Widowed Slovakian 93% Chinese total contacts with clients Figure 18. BAS: Marital status Figure 19. BAS: Ethnicity 2013 / 14

55 Q&A. benefit advice service.

What is the main benefit clients ask for support to claim? ESA and PIP (Employment Support Allowance and Personal Independence Payment)

How would you describe the difference between a face-to-face contact and telephone advice? A large proportion of our advice is provided over the telephone. This can involve anything between a 5 minute conversation in which we might signpost clients to the appropriate resource or up to an hour (or longer) discussing a client’s situation, explaining what might be available to them, and may involve send- ing and receiving forms to and from the client. A face-to-face contact is required when a clients situation is more complex, and will usually involve a number of ongoing appointments and casework.

Where have your 158 referrals come from and how are they made? Our main referrers are the Citizens Advice Bureau, Homelessness team (at the City Council), local Hos-

06.2 06.2 / city council benefits carlisle advice service tels, Social Workers and the Home Improvement Agency.

How far will you travel in order to meet with a client at their home, and why is this sometimes necessary? We will meet with a client in their home anywhere across Carlisle city and Carlisle district. We will priori- tise a client who has poor physical or mental health but it can also be necessary to visit a client at home because of issues relating to rurality and poor access to public transport, because of a clients financial situation or child or carer responsibilities. It can be very time consuming, and costly.

Financial gains. Total Gains. £1,642,037.70 Includes gains received by clients on the following benefits and awards:

Disability Living Allowance Job Seekers Allowance Maternity Allowance Attendance Allowance Pension Credit Tax Credits Personal Independence Payment State pension Bereavement Allowance Carers Allowance Industrial Injuries Benefit Bereavement Payment Income Support Council Tax Refund Employment Support Allowance Sure Start Maternity Grant

Appeals.

13 per cent (111) of Benefit Advice Service enquiries result in benefit appeals at the courts. The success rate is on average 80 per cent.

56 carlisle and eden citizens advice bureau.

Principal characteristics September 2013 - August 2014

57 Client enquiries. by district & source.

enquiries received by district. % number of enquiries by district.

carlisle District 66 % 1638 Carlisle enquiries received Carlisle from clients by the Carlisle bureau 861

06.3 06.3 / Citizens & eden districts carlisle Advice bureau eden enquiries received Penrith from clients by the Eden bureau

eden District 34 % 2499 access point direct public access for face to face enquiries total unique enquiries 2013 / 14 principle mode of contact with client.

telephone home visits H h

24 % <1 % sh More than 4388 hours 33 mins spent working with clients and their enquiries face to face email 75 % <1 %

58 Category of advice. Number of total enquiries across Carlisle and Eden.

1200 1106 The two leading categories of advice sought by CAB clients were debt and specialist money 1000 advice (44 %) and benefits advice (28 %). 800

600

400

Number of enquiries 200

0 80.0% Other Health Benefits Housing Employment Legal Advice Immigration Debt & Money Consumer Issues 06.3 06.3 / Citizens & eden districts carlisle Advice bureau 70.0% Relationship & Family Education & Leisure Social Activities / Travel

Household Maintenance / Utilities 60.0% Area of advice Figure 20. CAB: Category of advice 50.0%

40.0% Category of advice. % of total enquiries in each district.

30.0% 80.0% Eden 70.0% 20.0% Carlisle

60.0%

10.0% 50.0%

40.0% 0.0% 30.0% Eden Benefits Housing 20.0% Carlisle Percentage of total enquiries % Employment Legal Issues Immigration Debt & Money 10.0% Consumer Issues Education & Leisure 0.0% Other including health Relationships & Family Social Activities & Travel Tax & Financial Services

Benefits Housing Household Maintenance/Utilities Employment Legal Issues Immigration Debt & Money Consumer Issues Other including health Education & Leisure Relationships & Family Tax & Financial Services Social Activities & Travel

Household Maintenance/Utilities Figure 21. CAB: District comparison on category of advice

59 disability & health conditions.

46 % of clients have a

No Disabilities disability or long-term 46% Disabilities incl Long-term Health Condition health condition 44% Disabilities Unknown / Withheld

Figure 22. CAB: Number of clients with disabilities

24 Phyiscal & Longterm % - mental health Health Condition Physical & Longterm Health condition problems amongst Learning Difficulty 06.3 06.3 / Citizens & eden districts carlisle Advice bureau 24% Learning Disability clients with long-term health conditions or MentalMental Health Health Problems 64% disability 3% OtherOther

Figure 23. CAB: Type of disability or long-term health condition

Age & gender.

48 years average age of client 800 44 years most common age 700

600

500

Male 400 56% Female 300 200

100

0 Age Age Age Age Age Age 0-16 17-24 25-34 35-49 50-64 65+

Figure 24. CAB: Client gender Figure 25. CAB: Client age group

60 service provision. referrals into service.

The significant majority of CAB clients access the service through their own means. However, a small number are referred from external agencies and from health practitioners. While a number of these latter referrals relate to the CAB’s specific Macmillan Cancer provision a large proportion were from GP’s who felt practical support with a clients situation would facilitate improvement in their presenting health needs.

Referral Other Advice Centre

Referral Friend Family Neighbour

06.3 06.3 / Citizens & eden districts carlisle Advice bureau Referral GP

0 10 20 30 40 50 60 Number of referrals

Figure 26. CAB: Referrals into service

signposts from the CAB to external organisations.

The CAB made 25 formal referrals to external agencies, these were largely for food parcels and assistance. Additionally, 108 signposts to external telephone and specialist services were made, for example, to Cumbria Law Centre for specialist housing advice for clients facing evictions and potential homelessness.

Scams Relationships & Family Utilities Legal Benefits & Tax Credits Employment Misc / Other Food referrals

Type of enquiry requiring referral or signpost Type Housing

0 5 10 15 20 25 30 35 Number of external referrals & signposts Figure 27. CAB: External signposts & referrals

61 Employment Status. Clients in Carlisle & Eden.

Employed

UnemployedEmployed 45% Unemployed Retired Retired StudentStudent 39% CarerCarer

Figure 28. CAB: Client employment status

Housing Status. Debt clients in Carlisle & Eden. 06.3 06.3 / Citizens & eden districts carlisle Advice bureau

Residential care <1% Homeless incl temporarily housed 2% Other incl Sheltered, Lodger, Shared Ownership 5% Living with family or friends 8%

Private Rented

Type of housing Type 15% Social Landlord / Local Authority 32%

Owner Occupied 38%

0 100 200 300 400 500 600 700 800 900 Number of clients Figure 29. CAB: Housing status of debt clients

Gender comparison. Category of Advice sought by clients. % of gender total

45.0% Female Top 45.0%4. Male Top 4. 40.0% Debt 42%40.0% Debt 41% 35.0% Benefits 27%35.0% Benefits 28% 30.0% Employment 7%30.0% Relationships & Family 6% 25.0% Housing 6%25.0% Employment 6% 20.0% 20.0% 15.0% 15.0% 10.0% 10.0% 5.0% 5.0% 0.0% 0.0%

Debt Debt Legal Legal Travel Other Taxes Health Travel Other Taxes Utilities Health Benefits Housing Utilities Benefits Housing Consumer Education Consumer Education Employment Immigration Employment Immigration

Financial Services Financial Services Relationships & Family Relationships & Family Figure 30. CAB: Advice sought - gender comparison

62 client financial outcomes.

By workload. Unique clients. Total Gains. Advice Advice and limited action Advice and limited action Advice and andreferral referral Generalist casework casework £1,266,786.07 Information InformationSpecialist casework Specialist casework 60% Female 40% Male

% of total gains % of District enquiries Ethnicity. Disability or long-term health by district. resulting in gains. condition.

13% Eden. Disabled Other / Unknown Long-term health condition 59% Carlisle Asian or Asian British Eden 86% White - British No disability or health 39% problems 06.3 06.3 / Citizens & eden districts carlisle Advice bureau Carlisle. White - Other White British. Unknown/withheld 9% Disabled Long-term Carlisle. Disabled health condition. Disabled CarlisleCarlisle Other / Unknown Long-termDisabled health condition Long-term health condition EdenEden Asian or Asian British Long-term health condition NoLong-term disability health or health condition White - British problemsNo disability or healthhealth condition Noproblems disability or health Unknown / witheld White - Other Unknown/withheldproblemsNo disability or health Unknown/withheld problems Unknown/withheld 350000.00 Unknown/withheld

300000.00

250000.00

200000.00

150000.00 Sum of gains in £

100000.00

A further £2,662 was secured for 50000.00 clients relating to: Court fees waivered, financial bodies successfully challenged, food referrals, the reduction or elimination

0.00 of health charges & Insurance payouts Figure 31. CAB: Client financial gains Bankruptcy Debt write off Financial gain Debt relief order Not liable for debtMoney recovered Charitable payment Baliffs action prevented Benefit / Tax credit gain Debt management plan Repayment negotiated

Individual voluntary agreement Type of financial gain

63 cumbria law centre.

Principal characteristics September 2013 - August 2014

64 .

Client enquiries. by district & source.

enquiries received by district. % number of enquiries by district.

carlisle District 89 % 1410

Carlisle Carlisle enquiries received by clients living within the district 06.4 / Cumbria law centre law / Cumbria 06.4 Penrith 167

eden eden enquiries received District 11 % by clients living within the district

access point direct public access for face to face enquiries

principal mode of contact with client. 1577 face to face incl 18 % 90 % outreach ( ) total unique enquiries 2013 / 14 telephone 10 %

65 .

Client enquiries. triage & action. Outcome of first point of contact with client.

23% 1 Dropins signposted to other services 1 49% 2 Dropins receiving immediate Information & Advice 2 from Triage Worker 28% 3 875 clients 3 Specialist Legal Casework

Figure 32. CLC: Enquiry outcomes 06.4 / Cumbria law centre law / Cumbria 06.4 The following enquiry and client characteristics relate only to clients involved in specialist casework. A further 1,223 clients received information and advice from the Law Centre’s triage worker. This is a dropin, or telephone opportunity for clients to receive immediate information and advice. The role is complex and dedicated to being repsonsive to a clients immediate needs. It can often involve brief guidance on what is available to a client, help with completion of forms or support with telephone calls. It often requires a follow up discussion with a client on the telephone and can at times include some more involved ‘casework’ for clients that do not require a specialist solicitor.

Category of advice. Number of casework enquiries by area of advice.

ProbationProbation EdenEden Housing AssociationAssociation Money Advice CourtCourt Duty

Employment 44 61 Welfare Benefits Probation Eden Housing Association Court Duty Housing 221 0 50 100 150 200 250 300 Number of enquiries

Figure 33. CLC: Category of casework advice Figure 34. CLC: Outreach: No of cases

66 .

Client characteristics. disability & health conditions.

44 Disability incl long-term healthDisability conditions incl long-term % of clients have a health conditions disability or long-term 44% NoNo disabilitydisability

health condition Disabilities 43% DisabilitiesUnknown / Witheld Unknown / Witheld

38 Phyiscal & Longterm Health PhyiscalCondition & Longterm Health % - mental health Condition problems amongst LearningLearning Difficulty Difficulty 06.4 / Cumbria law centre law / Cumbria 06.4 38% 54% clients with long-term MentalMental Health Health

health conditions or Other disability Other

Figure 35. CLC: Disabilities & long-term health conditions

Age & gender.

45 years average age of client 250 44 years most common client age 200

150

Gender MaleMale 100

56% GenderFemale Number of clients Female 50

0 Age 17-24 Age 25-34 Age 35-49 Age 50 - 64 Age 65+ Age group

Figure 36. CLC: Client gender Figure 37 . CLC: Client age group

67 .

Employment Status. Clients in Carlisle & Eden.

28% Employed Unemployed Retired Student 67%

Figure 38. CLC: Client employment status

Housing Status. Clients in Carlisle & Eden. 06.4 / Cumbria law centre law / Cumbria 06.4

Homeless incl temporarily housed 5%

Owner Occupied 9%

Housing Unknown 13% Type of housing Type Private Rented 16%

Social Landlord / Council 58%

0 50 100 150 200 250 300 350 400 450 Number of clients Figure 39. CLC: Housing status

advice45% needs comparison. By housing type. % of total enquiries. 40% 45% 35% 40% 30% 35% 25% 30% Private Rented 20% 25% Private Rented 20% Social Housing 15% Social Housing 15% 10% % resulting in financial gain 10% 5% 5% 0% 0% Welfare Housing Employment Money Advice Welfare BenefitsHousing Employment Money Advice Benefits Figure 40 . CLC: Advice sought - housing status comparison

68 .

signposts from the cumbria law centre to external organisations.

The Law Centre receive a significant number of clients (1505) through their door to whom they are unable to offer a direct service. These will be signposted to appropriate organisations and services where possible. Requests for support with family and criminal law related cases are signposted to private practices where there is some small provision set aside for legal aid, and opportunity for free assessment; some cases are directed to the Legal Aid telephone helplines (for example in discrimination cases); and all debt and consumer enquiries will be signposted to the CAB.

Other Incl medical negligence, wills & probate and land registry enquiries

Family

06.4 / Cumbria law centre law / Cumbria 06.4 Criminal Type of enquiry Type Debt

Consumer

0 50 100 150 200 250 300 350 400 Number of signposts Figure 41 . CLC: External signposts by enquiry type

Gender comparison. Category of Advice sought by clients. % of gender total

Money Advice

Employment Male Female

Type of enquiry Type Housing

Welfare Benefits

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% % of total cases Figure 42. CLC: Advice sought - gender comparison

69 .

financial outcomes. Awards made to clients.

Employment settlement awards Backdated benefit Unfair dismissal Employment Support Allowance Redundancy payments Housing benefit Reinstated position Personal Independance Payment Wage increase Disability Living Allowance Notice payment Pension credit

DHP Grants Discretionary Housing Payment Utility funds including backdated payments Bankruptcy costs

Lump Benefit Refund Tax refund Council Tax Employment Support Allowance Bankruptcy fees 06.4 / Cumbria law centre law / Cumbria 06.4 Job Seekers Allowance Rent Council Tax refund Housing Damages Benefit award going forward Compensation after damages from disrepair Job Seekers Allowance Deposit returned Child tax credit Employment Support Allowance other Housing benefit Compensation Personal Independance Payment Permitted income Disability Living Allowance Sale proceeds after mortgage Pension credit

Benefit Award TotalDebt Write-­‐off Gains. or reduc5on Employment Awards

Lump sum Benefit Award Backdated £1,044,196.33 benefit £69,686 Discre5onary Housing Payment Backdated benefits Debt Write-­‐off or Other reduc5on Grant

Employment Awards Refunds Lump sum Housing damages

Backdated benefit

Benefit Award Discre5onary Housing Payment

Debt Write-­‐off or reduc5on Other

Employment Awards Grant

Lump sum Refunds

Backdated benefit Housing damages Discre5onary Housing Figure Payment 43. CLC: Financial gain by award type

Other

Grant

Refunds

Housing damages 70 .

ASTF clients. An overview.

The following is a brief overview of the clients seen by all the four partners across Carlisle and Eden districts. Throughout the period September 2013 - August 2014 7,345 individual enquiries for information and advice were made and more than £4.8 million was secured in financial gains.

Eden. Age UK Carlisle City Council Benefits Advice Service Cumbria Law Centre Ci

Household partners / the ASTF 06.5 Maintenance & UHliHes Education & Leisure Age UK RelaHonships, Family & Bereavement Legal Issues Age UK Benefits Advice Service Social AcHviHes, Travel & Transport Carer Support Carlisle City Council Benefits Advice Service Consumer Issues Other including health, immigration, life planning Cumbria Cumbria Law Law Centre Centre Independence Household Maintenance & Utilities Ci

0 500 1000 1500 2000 2500 3000 Number of enquiries received by each partner

Figure 45. ASTF: Enquiries in each advice category by partner

42% describe a long-term health condition or disability

Employed

Phyiscal & Longterm Health Employed Phyiscal & ConditionLongterm Health Unemployed Condition Unemployed Learning Difficulty Learning Difficulty Retired Retired Mental Health Mental Health Employment status Student Other Employment status Carer Other Student Carer

Figure 46. ASTF: Type of disability or long-term health condition Figure 47. ASTF: Employment status

71 December Thursday

December 7 10 am. CAB - Jackie - multiple debts Monday 9 am. BAS Jim - rent arrears (private 1.30 pm. CAB - Gateway appt - Roger 4 landlord) 12 pm. BAS Jon & Sarah - financial 3.15pm. AgeUK - homevisit Brampton concerns Friday 1.15 pm CAB - Tellytalk with Mrs Murray - Appleby 8 12.00 pm. Age Uk Assessment with Tuesday Pauline (carer) & her Mother re 5 10.45 am. Age UK - follow up phone additional support call from Mr Clarke re consumer rights and care for his wife 1 pm. CLC - Employment Trbunal - Fiona Saturday 12.30 pm. BAS Home visit DLA, Mrs 9 Ashden. Bayview, Longtown Wednesday 6 3.30 pm. BAS Jon & Sarah - PIP - 9.30-12.30.07/ a CLC week - Duty Solicitor in @the plus life. explore other benefits (poor CarlisleCase studies, Courts ‘what’s on offer’, and testimonials. health, family)

2pm. CLC. (Penrith) Attendance Allowance with Grace Eden Housing

72 the offer. carlisle & eden advice link

H Monday. age uk. bas. cab. clc. y d 9.30 - 4 9 - 5 9.30 - 3.30 9 - 5

10 am - 12.30

H Tuesday. age uk. bas. cab. clc. y d 9.30 - 4 9 - 5 9.30 - 3.30 9 - 5

10 am - 12.30

a H Wednesday. age uk. bas. cab. clc. y d 9.30 - 4 9 - 5 9.30 - 3.30 9 - 5 CLC EHA

9.30 - 4.30

10 am - 12.30

thursday. age uk. bas. cab. clc. H 9.30 - 4 9.30 - 3.30 9 - 5 a y d 9 - 5 CLC EHA

9.30 - 4.30

10 am - 12.30

friday. age uk. bas. cab. clc. H 9.30 - 4 9 - 5 a y d 9.30 - 3.30 9 - 5 10 am - 12.30 CAB Macmillan CLC Probabtion PM CLC Courts 9.30- 12.30 Carlisle & Penrith cab. d saturday. alternate weeks 9.30 - 3.30

y a H d drop in. outreach. home visit. face to face. Tellytalk. CLC BAS by appointment with by appointment with all by appointment with times listed only Brampton & Longtown Age UK, BAS & CAB partners all open CAB CLC Macmillan partners same as opening Carlisle Probation, times, excluding Courts & Eden Housing Saturdays Association CAB Cumberland Infirmary 73 . Monday 4 9 am. BAS Jim - rent arrears (private Benefits Advice Service. Case Study: Jim. landlord)

Jim, a single 43 year old man was referred to the Benefits Advice Service by his private landlord as he was beginning to accrue significant rent arrears. Where it is quite unusual that a private landlord tries to seek out Advice and Information services for clients, Mr Graham could see that Jim was really struggling in all areas of his life and was becomingly increasingly chaotic so attended the appointment with him as a gesture of support.

Jim, it transpired had mental health problems and against his Doctor’s advice had stopped taking his antidepressant medication, stating he was no longer sick and had voluntarily stopped claiming sickness benefit twelve months ago. Jim went on to claim Job Seekers Allowance but was issued with a sanction for a missed appointment which automatically notified the Local Authority he was no longer in receipt of this Benefit.

By law, the Local Authority is obliged to end a person’s entitlement to Housing case studies case 07. / a week in the life 07. Benefit and Council Tax Reduction if Jobseeker’s entitlement ends. But, in a 9 million. sanction situation, Jobseeker’s allowance entitlement does not end it is simply not paid and so Housing Benefit and Council Tax reduction should private renter remain in payment. However, this frequently does not happen and invariably landlords the Local Authority will cancel a person’s entitlement to benefit and this can begin a cycle of spiralling debt as clients are left with no income and a in the UK withdrawal of support with any linked benefits.

In the many instances, where sanctions are issued due to missed appointments or failure to meet the work agreement made with the Job Centre, the client is not necessarily informed they have been sanctioned, nor are they advised to complete a nil income form to provide evidence to the Local Authority to ensure their Housing and Council Tax benefits remain in place. It became apparent that this was the sequence of events that had initiated Jim’s recent challenges and that navigating a heavily bureaucratic system with mental health issues proved too much for him to deal with.

The Benefits Advisor unpicked the history of Jim’s challenges and took a number of actions. He was supported in the completion of a Housing Benefit and Council Tax Reduction change of circumstances form and request two months of backdated payments. The Advisor was also able to make a telephone call asking for a hardship payment of Job Seekers Allowance to be made and to request reassessment of the recent sanction which Jim should not have incurred. Over the forthcoming weeks Housing Benefit and Council Tax reduction was re-instated and backdated and the Benefits Advisor was able to liaise with Mr Graham to assure him the arrears were therefore being addressed.

Jim received a further sanction to his JSA and when his Benefit Adviser noticed the decreasing state of Jim’s mental health they advised him it really would be in his best interests to return to his GP for a review. Following an appointment, the doctor decided Jim was incapable of work at this juncture and made a counselling referral. While now not being eligible to claim Job Seekers Allowance, Jim needed to submit an application for Employment Support Allowance (ESA) but was in such a depleted and depressed state that he stated he’d prefer to be destitute than face the process so once again the BenefitsAdvisor helped

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set the ball in motion. At the Employment and Support medical, Jim became so distressed he left the appointment half way through which was not helpful in supporting his application process. Jim returned to see the Benefits Advice Service for a further appointment and this time was assisted in writing a letter of support to the DWP Decision Maker explaining his anxieties and difficulties in interview situations. Fortunately, this was sympathetically received and Jim was placed in the Support Group for ESA removing the stress associated with searching for employment in his state of poor health.

This case, which remains open as the Benefits Advice Team continue to challenge the non payment of Job Seekers Allowance Arrears, highlights the complexities of navigating a benefits system associated with changing personal circumstances, differing organisations with complex procedures which are far from clear to the layperson and contribute great distress to the vulnerable.

12 pm. BAS Jon & Sarah - financial concerns Benefit Advice Service. case Study: Jon & sarah. case studies case 07. / a week in the life 07. Jon and Sarah were enduring an extremely difficult set of personal and financial challenges when their case was brought to the attention of the Benefits Advice Service. Jon had recently suffered a brain haemorrhage leaving him with brain damage affecting his short term memory, causing confusion, upper body weakness and spinal pain. Within days of him being released from hospital, Sarah who suffered from a sensory impairment which gave rise to communication difficulties, gave birth to their second child. Life at home was fraught with new situations which required a great deal of adapting to.

The couple were in need of a complete review of their financial situation as their needs moving forward had become increasingly complex while their capacity to work through the implications for Benefit entitlement, Tax credits and Council Tax support was too much of an overstretch. A claim was submitted for a Personal Independence Payment (PIP) and Employment & Support Allowance for Jon, due to the disabling nature of his illness. The Advisor also notified HMRC of the change in the couple’s circumstances in the knowledge this was likely to have an effect on Working Tax Credit, as Jon was no longer able to work and Sarah was on maternity leave from her part time job.

The couple encountered further setbacks, Jon receiving notification that he was not eligible for ESA due to insufficient contributions made in the previous two tax years and a further letter from HMRC stating they no longer qualified for Working Tax Credit. The couple’s levels of distress understandably escalated as they not only were dealing with significant life events, they had the added worry of how they would make ends meet.

The Advisor worked very closely with the couple, especially given the communication challenges and their capacity to understand and retain complex information. Convinced that Jon was entitled to ESA, the Adviser requested that the Department of Work and Pensions review this decision, on the grounds that Jon had in fact paid sufficient national insurance contributions, and was successful in not only securing the payment on an ongoing basis but also with some back payment. The Advisor also telephoned the Tax Credit team querying their notification that the couple would no longer be entitled to orkingW Tax Credit as Sarah was not working 24 hours or more per week. Advising Tax Credits that, as Jon was now classed as incapacitated, Sarah would only be required to work at least 16 hours per week rather than the 24 hours per week stated by HMRC. The matter was then escalated to the Tax Credit Technical Team who called

75 . back to say that the couple would only qualify if a Carers Allowance was being paid, in the knowledge that this was incorrect the Advisor cited the legislation and referred the HMRC to it’s own website, as their 6ytadvice was contrary to what HMRC were publishing online. The Team subsequently called a further time to suggest the Advisor lodge a written complaint. This was duly lodged by the Adviser explaining that the decision to refuse Jon & Sarah Working Tax Credit Tax was contrary to both HMRC legislation & the advice displayed on their website. Some time later, the Complaints Team contacted the Advisor directly to apologise as she had been given incorrect information from both the intermediary helpline and the Technical Team and informed her that a weekly amount had been awarded, a back payment was due along with a small token of compensation for distress caused to the clients amounting to over £1,000 in total and £157.14 per week on an ongoing basis.

Having supported the couple through Working Tax Credit, Employment Support Allowance and Council Tax Reduction, some one year later Jon has recently been called for his PIP Assessment; a benefit awarded on the decisions via a medical assessment. Due to the lack of timely available appointments for these medical examinations, and extensive waiting lists, hold ups for clients with the knock on effect to their income are, sadly, commonplace. case studies case 07. / a week in the life 07. Tuesday AGE UK. case Study: Mr Clarke. 5 10.45 am. Age UK - follow

One thing can lead to another and a seemingly simple one-off enquiry can open up to an extensive piece of work.

Mr Clarke, a 79 year old gentleman from a village outside of Carlisle telephoned to see if information and advice was available about where he could purchase an electric riser/recliner chair locally. Age UK holds this sort of information at their fingertips, being frequently asked about a wide variety of mobility aids for the client group. Upon hearing that these chairs can cost anything up to £1,000 when purchased new, it was immediately apparent that this was not an option for Mr Clarke, this was cost prohibitive and doubly so as he went on to mention that a second one was needed for his wife.

A clearly distressed Mr Clarke went on to describe a recent experience where he’d contacted a Man- chester firm about such items and had been offered a ‘no obligation’ home visit and demonstration of their product. The Clarke’s readily agreed to this, welcomed the salesman and indeed tested the chair. After asking several times what the costs of the chair would be, Mr Clarke was eventually informed that two such items would cost in the region of £9,000, very definitely not an option for the Clarkes and so the salesman was duly informed. It was at this point, the salesman asked for £400 for the inconvenience of such a long journey without a sale. Mr Clarke was both anxious and angry at this request as he’d been told at initial enquiry that this was a no obligation visit as the salesman was already visiting the area for two further potential sales. Eventually he left empty handed with the Clarke’s being no further forward in their search for suitably priced chairs.

Joan, the Age UK Advisor went on to gather some further information about the state of Mr and Mrs Clarke’s health and their financial situation in order to understand and establish the extent of their needs so she could offer the most comprehensive advice and information available. Within a short conversation,

76 .

it became apparent that a home visit to the Clarke’s to meet them both offered the most sensible starting point.

Upon meeting the couple, Joan was able to more fully understand the challenges faced by them even with the simplest of tasks on a daily basis. Mr Clarke, despite having severe arthritis, significant hearing difficulties and prostate problems was undertaking a significant degree of caring duties for his wife who had Parkinsons disease, angina, diabetes and bronchial asthma. Moving around within the home was extremely challenging but to leave the house Mr Clarke was having to take his wife in a wheelchair and was really in too poor a state to manage this.

Joan talked to the Clarke’s about their current financial situation and also about how receptive they were to her asking Adult Social Care to organise a visit from an Occupational Therapist - to assess where they might benefit from mobility aids and devices that could potentially make life a little easier for them.This was well received and Joan agreed to follow up with the referral upon return to the office.

From a financial perspective, Mrs Clarke was in receipt of Disability LivingAllowance which has in-built case studies case 07. / a week in the life 07. components related to the levels of mobility experienced by the individual and also a care component. Mrs Clarke’s health had deteriorated significantly since she first had receipt of this benefit and it was clear a review would be helpful. Meanwhile, Mr Clarke was in receipt of his state pension but Joan felt he may be eligible for Attendance Allowance so a further visit was arranged to begin the necessary form completions to ascertain what else could be secured for them both.

Following the visit, Joan spent time contacting second hand furniture shops locally on a search for a riser/ recliner chair having no luck until she spotted one advertised in the local newspaper for £100 which Mr Clarke was happy to purchase and Joan was able to secure her manager’s permission to use a small amount of funds from a prevention fund held by Age UK at the time to cover transportation and delivery of the item.

By the time Joan revisited the Clarke’s to help undertake a Welfare Benefits review and application not only had the Occupational Therapist made her visit but a significant number of improvements had been made to their home to support their impaired mobility. These included;

01. A bed rail 02. A grab rail and shower seat with plans afoot to change a downstairs bathroom into a wet room. 03. Grab Handles at the back door leading to the garage and garden 04. Grab Handles at the front door 05. A second banister on the stair case and, 06. Chair raisers for armchairs in the sitting room to circumvent the need to buy a riser recliner chair.

Following the financial review work, Joan received a call from a delighted Mr Clarke within a fortnight saying he had been awarded the Higher Rate Attendance Allowance meaning they could now afford to

77 . pay for some extra help around the home . Some three months later a decision from the Department for Work and Pensions came through notifying Mrs Clarke she had also been awarded a higher rate of Disability Living Allowance but by this time she had unfortunately passed on.

Wednesday 9.30-12.30 CLC - Duty Solicitor @ 6 Carlisle Courts

Cumbria Law Centre. Case study: carlisle court duty.

Cumbria Law Centre holds a Legal Aid Contract to attend Carlisle Court on a weekly basis, to be present as a Duty Solicitor for clients at risk of their homes being repossessed and who do not have Legal Representation. Clients are therefore seen with very little time prior to their hearing on issues which can case studies case 07. / a week in the life 07. have significant ramifications on their lives.

The following highlights a real situation where Senior Solicitor, Claire, meets Dave for the first time, only fifteen minutes before his case is to be heard and has to quickly gain sufficient understanding of the issues to ensure she can act in a way which offers the client the greatest opportunity to have a fair hearing.

Jim, an unemployed man in his thirties had been served with a Notice Seeking Possession due to rent arrears he had accrued. Jim lives in a two-bedroomed property, having his daughter from a previous rela- tionship to stay with him each weekend, ensuring he could continue to co-parent.

Jim was in receipt of Job Seekers Allowance (JSA) and was also claiming Housing Benefit. However because he was deemed to have a spare bedroom (as the legal aid under occupancy regulations don’t allow for this scenario) he was being affected by the ‘bedroom tax’ as it is colloquially known. This meant his cuts. Housing Benefit had been reduced by 14% and he found it difficult to pay the shortfall as he was already on the bare minimum of income, hence the social welfare arrears began to accrue. Jim had applied for a Discretionary Housing Payment 80% to meet the shortfall but in the meantime the landlord had served him with the since 2012/13 Notice Seeking Possession due to the arrears and had also applied to the court for a Possession Order.

Upon close scrutiny, Claire noticed that the day after the landlord’s application to court, the rent arrears had been reduced to just £65 as backdated Housing Benefit and a Discretionary Housing Payments had been agreed and paid. By the day of the hearing itself, the rent arrears stood at just £21 as, despite only getting JSA, Jim had managed to make a further payment in a bid to eradicate the arrears and maintain his home. The Landlord went on to state at the hearing that they were no longer seeking possession but that they wanted an order for their costs of bringing the case to court amounting to £250. Claire was able to represent Jim and persuade the Judge that this would not be a fair outcome as he had made every effort to resolve his arrears and that incurring a £250 fine would place an already financially stretched client into unnecessary further difficulties.

78 . Wednesday cab Macmillan Service. 6CAB Macmillan - Available all day

cancer cancer patients mortality in total more than carlisle CAB twice as likely to be in debt with 123 per 100,000 macmillan energy companies clients than the rest of the above national and population county levels 143 case studies case 07. / a week in the life 07. The CAB offer a specialist Macmillan Information and Advice service across the two districts with an outreach point based in the Cumberland Infirmary, Carlisle. The Macmillan service is dedicated to supporting clients who are directly or indirectly affected by cancer. The additional expenses, such as dietary requirements, increased energy bills and travel to and from treatment can, together with a potential inability to maintain work have significant additional effect on patients and their families. Specialist welfare benefits advice can offer a better understanding of how to access and manage the financial implications of sudden poor health and support access to additional services, benefits and care.

CAB. Macmillan Case Study: Pat.

Pat, 60 called the CAB to seek some support from Sarah, the specialist Macmillan Advisor, following the death of her husband Miles. She had been taking care of him over the years from the point of diagnosis with cancer and latterly had become his full time Carer as the disease spread becoming terminal. Even armed with the knowledge that a loved one is going to die, there is little preparation that can be made for the person remaining about how grief will affect them. Along with the significant impact of emotional loss, the practical day to day tasks remain, adjustments need to be made and people learn to cope in varying ways over differing time periods.

It is the role of the CAB Macmillan Advisor to support clients during this phase in practical ways and equally if not more importantly to offer emotional reassurance when clients are at their most vulnerable. Sarah was able to make a home visit to see Pat two days after her initial enquiry, this providing a comfortable environment for Pat and with all necessary paperwork close to hand so progress could be made. Pat had not felt able to engage with family or friends about practical and financial matters while feeling bereft and was also becoming increasingly anxious about the volume of matters that needed immediate attention.

Sarah was quickly and sensitively able to establish the issues Pat was grappling with. Although owning their home outright, Pat’s income had largely been reliant upon Mile’s various benefits which had included

79 .

Disability Living Allowance, Pension Credit and Council Tax Reduction. The only income Pat had been receiving in her own name was the Carers Allowance amounting to £61.35 per week. She was concerned that as her husband was now deceased, she’d be asked to return the payments she’d continued to be paid since his death. Pat had received the funeral bill of £4,000, which clearly needed to be settled, but with no obvious way to do so and she had also recently opened a letter from the Department of Work and Pensions with notification that Miles’ Pension Credit had been overpaid and repayment of the amount would be expected. Pat was overwhelmed regarding what to do next and was fearful of how she would cope with the household energy bills on an uncertain income.

It is easy for levels of anxiety to escalate when dealing with the unknown and having access to someone who holds the relevant knowledge and can break it down into small steps can do a great deal to calm the situation, making it more manageable.

In that first visit, Sarah was able to support Pat to build a clearer picture of what needed to be done next and was able to encourage her to make the steps she felt able to, while offering some practical back-up support with other matters. As a result of one home visit a significant amount of ground was covered: case studies case 07. / a week in the life 07.

• Sarah was able to reassure Pat she would continue to receive Carers Allowance for the immediate period following her husband’s death and not be expected to repay.

• Having acknowledged the positive step Pat had made in contacting the DWP to inform them of her husband’s death, Sarah encouraged Pat to make a further call to make a claim for Bereavement Benefit to ensure she received some income in her own right going forward.The call confirmed she had made already the claim and would receive a decision within a two-week period.

• Sarah checked the correspondence relating to Miles’ Pension Credit overpayment and was able to establish the arrears only amounted to a very small sum of one week’s equivalent. Sarah explained the differing possibilities of Welfare Benefit support for Pat but again was able to reassure her no action was required until notification regarding the Bereavement Benefit had been received.

• Together they looked at ways of addressing the outstanding funeral bill and looked at what Miles’ life insurance policy would cover

• Sarah made a call to Pat’s Utilities Provider, explaining the current situation and was able to negotiate a three-month hold on her account - until Pat’s entitlement to Benefits would be clearer. She also drafted a letter to Television Licensing to transfer the license into Pat’s name.

• Sarah also helped sift through Pat’s relevant mail and was able to point out that she would receive a visit from a council officer to assess whether a CouncilTax reduction claim could be made in her own name.

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Having made significant progress with Pat’s immediate practical issues, they concluded the session by discussing her emotional health. Sarah detected that Pat appeared more at ease talking to a professional about matters that distressed her rather than close friends and family, so she suggested Pat return to her GP and explore the possibility of some bereavement counselling.

Some weeks later, Pat called Sarah to let her know that she had received a one-off bereavement payment, but had still not received notification on the decision about ongoing financial awards. Pat said she intended to use the £2,000 received to pay part of the funeral bill as she had just received a final demand from the funeral directors. She explained that she was still no clearer about how to meet the remainder of the bill as the form from Miles’ Life Insurance Policy had only just been sent to her.

Sarah encouraged Pat to pay part of the Funeral Bill as she intended, letting the funeral directors know the situation was being addressed, and to complete the form that was sent to her. In addition Sarah made a follow-up call to DWP only to be informed that a decision on Pat’s entitlement to ongoing Bereavement Benefit had not yet been made but it would be considered as soon as possible. case studies case 07. / a week in the life 07. The support continued on an ‘as and when required’ basis, Pat feeling able to call Sarah to remain abreast of the various strands they had discussed at their first meeting. It took a further two months of ongoing calls and visits to work through Pat’s eligibility for Council Tax support, to make further calls to the DWP to push for a decision on Bereavement Allowance and to find a way to meet the final portion of the funeral di- rectors’ bill. Pat’s confidence in dealing with the ongoing challenges slowly began to increase with Sarah’s back-up while her feelings of being totally overwhelmed commensurately began to lessen.

The case remained officially open until all of the issues initially presented were resolved, with Pat needing a tapering amount of support, but knowing that the door remained open for her to make future contact if she felt in need.

Wednesday 2 pm CLC (Penrith) Attendence Allowance 6 with Grace. Eden Housing

Eden Housing Association Partnership with Cumbria Law Centre.

Eden Housing Association (EHA) is a small independent Registered Provider of affordable homes with a rural focus. They were established in 1997 following the voluntary transfer of Eden District Council’s housing stock. The Organisation operates across North Cumbria owning and/or managing around 1950 homes for affordable rent or sale with the properties generally located in areas of strong housing demand and relatively high market values. Most of the properties cater for general family needs, with around 10% specif- ically designed for older people. Alongside the need to be an efficient business, Eden Housing Association aim to place their tenants and residents at the heart of everything they do. By necessity this means that the team, who work directly with clients, have a grass roots knowledge of the challenges that affect lives in these small rural communities.

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Late in 2012, it became evident that significant changes were on the horizon for many residents that would inevitably lead to a potentially significant impact for the organisation.The Board of EHA agreed to fund the development of an in-house advice and information service to meet challenges as they arose and place some preventative measures in place.

Carolyn Greenhalgh – Assistant Director, Housing & Support.

As we considered the general economic environment, it was evident unprecedented change was on the horizon which would affect the lives of many of our tenants and residents and potentially impact on their ability to meet rental payments. Even before the introduction of Universal Credit, we were witnessing significant changes happening within the Welfare Benefits system – Disability case studies case 07. / a week in the life 07. Living Allowance was being replaced with Personal Independence Payments, and Crisis Loans/Community Care Grants were abolished. We were able to make some hard calculations about the financial implications of the introduction of the “bedroom tax” which we knew we had to take a proactive stance with to minimise arrears increasing.

As all of these issues were on the horizon, the availability of benefits and general money advice from the Local Agencies (CAB, Age UK, Cumbria Law Centre and DACE) was reducing due to funding cuts. With demand set to increase for these services at a time when availability was contracting, we made the Business Case to develop an in-house service. Where we originally considered employing a dedicated member of staff, we came around to the view of buying in expertise of an existing service provider which provided both neutrality for clients and a breadth and depth of knowledge we were not likely to secure from employing one person.

Cumbria Law Centre provides a full welfare benefits and debt advice service for us – available for appointments two days per week (including home visits where necessary). We know the service is working well – in the first year the service ‘paid for itself’ with increased direct payments to us that are unlikely to have been received otherwise, and we’re often told by clients of the service how beneficial they have found it and our staff team feel able to offer real practical assistance to those who need it.

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grace.

Ninety-year-old Grace had been living alone in a flat in Brighton. Due to her failing health her grandson decided to move her closer to him in Cumbria so that he could be on hand to help. Grace’s grandson found a suitable flat with Eden Housing Association and the preparations were made for her to move in before Christmas. When she arrived her health was so bad that her grandson feared the worst, and decided she should come and stay with him for a short time until she felt up to living independently. It turned out that Grace had been living on microwave meals for several years as she no longer had the strength to prepare food, and she was so frail that she was going for months at a time without leaving her home. She frequently didn’t have enough money to pay for the gas or electricity and was spending her evenings alone in a cold and dark flat.

Initially the council refused to pay Housing Benefit from the date Grace took on the tenancy, on the grounds that she had not actually moved in, due to her ill health. We were able to argue that the council had not applied the law correctly, and had her benefit fully backdated. The Law Centre supported Joyce to apply for Attendance Allowance which was awarded, and with this and the extra Pension Credit that was case studies case 07. / a week in the life 07. also awarded, she is now able to pay for carers to come in and help out. Grace has made a number of good friends close to where she lives and goes out most days to visit them. Her health has dramatically improved which she attributes to eating proper food, being able to keep warm, and having her family and friends close by to keep her company.

mike.

Mike, a single man in his forties with severe mental health problems, presented with rent arrears and debt related issues. Mike had lived with his mother all of his life, in a rural village, where she had managed all of the household bills and the running of the home until she had recently died. Where it may have been obvious to some to be looking for a smaller property at this point, with Mike’s mental health issues and, having essentially been shielded from having to organise life in general, it did not occur to him that this might be an option. With the changes in eligibility for Housing Benefit and one less occupant in the family home, Mike soon found a shortfall in his rent, which he tried to plug by borrowing money against his credit cards. Over time, the borrowing and ongoing interest charges were pushing Mike further into debt and causing further distress. One of the Eden Housing Officers suggested Mike come for an advice session, something he would not have sought out for himself. He was seen by Caseworker, Jane, who looked at his complete financial picture so she could help establish the best way forward for Mike.As a follow on from the appointment, an application was made for a Discretionary Housing Payment which was successfully backdated, thereby settling outstanding rent arrears, paying off Mike’s credit card debts and getting him back on an even keel while ensuring he remain secure in his familiar home surroundings.

clc Employment tribunal Case Study: fiona

Fiona 25, was appointed as a mobile carer and was informed at interview that she would be given appropriate training to equip her for working with the client group she’d be dealing with to ensure safe working practice. The nature of the job required Fiona to deal with service users with very complex

83 . was expected to be working alone with these clients and felt understandably vulnerable. The company did not fulfil their promise of training as stated at interview and after a number of challenging incidents with service users over the first few weeks in post she felt she had no option but to resign. The company refused to pay the wages, expenses and holiday pay that she was entitled to. Cumbria Law Centre Solicitor Jane assisted Fiona in bringing a claim in the Employment Tribunal and was successful in negotiating a settlement which compensated her for the wages, expenses and holiday that she had earned and had not been paid for.

clc Legal Aid Case study: Annie.

Annie contacted Cumbria Law Centre as she was facing a Possession Hearing having accrued rent ar- rears of £1247 built up over a 2 year period with her Social Landlord. Annie, a 54-year-old single mum of a 16-year-old daughter (and having lost a second child at a young age some years previous) had lived in the family home, a three-bedroom property for nineteen years. Over this period, she had stayed abreast of her rent but with the introduction of the Under Occupancy Charge, better known as the ‘Bedroom Tax’ and case studies case 07. / a week in the life 07. deteriorating health, had fallen behind with payments and hadn’t sought advice until this critical time. The property had a number of modifications and mobility aids due to the poor state ofAnnie’s health, she rarely left the house and relied heavily on her daughter and family members who lived nearby for daily support in the most basic of tasks.

This woman was clearly in a compromised position and facing crisis if evicted from her home. Annie was suffering with the long standing health condition Chronic Obstructive Pulmonary Disease (COPD), affecting her ability to breathe and to move over any distance; she’d had a series of mini strokes and experienced mental health related issues too.

As this case was relating to a Housing matter, it was one of a decreasing number for which Cumbria Law Centre was able to secure Legal Aid funding in order to represent Annie at the possession hearing. In order to make representation, Law Centre Solicitor Laura needed a comprehensive understanding of Annie’s financial position and the factors leading to the increasing arrears. Due to the long-standing nature of Annie’s poor health, it had been many years since she had been able to work and she was therefore reliant upon Welfare Benefits to support herself and daughter.

Laura began to compile information to support Annie’s case, tapping into the wealth of knowledge held by colleagues at the Law Centre who have a thorough understanding of the Welfare Benefits system which was to prove vital.

Annie was being supported with a number of benefits comprised of:

• Disability Living Allowance • Employment Support Allowance • Child Tax Credit • Council Tax Benefit and • Housing Benefit

84 . As Annie had only presented at the Law Centre two days prior to her possession hearing , Laura successfully sought an adjournment while she pieced together a more comprehensive picture of how Annie had arrived at this point. As the Welfare Benefits received by Annie were handled by differing bodies, namely the Department of Work and Pensions, HMRC and the Local Authority, who at the present liaise little with one another on specific clients, it became necessary to look atAnnie’s life and assess her correct ‘Applicable Amount’ (the amount that the government says a person needs to live on depending upon circumstances).

The most obvious issue was that Annie was having to fund more of her rent than in previous years, the Under Occupancy charge having penalised her for the extra bedroom and reduced her Housing Benefit eligibility by 14%, meaning outgoings were higher with the seemingly same income. This is far from uncommon with the Under Occupancy Charge, but seeking a suitable smaller property given the number of health related modifications needed and to be in the immediate vicinity to close family as her mother lived next door was not an easy process for someone so compromised.

As one of the specialist Welfare Benefits Caseworkers at Cumbria Law Centre spent time supporting case studies case 07. / a week in the life 07. Solicitor, Laura, with the case, she noted that Annie was in receipt of Child Tax Credit for her daughter but was not receiving Child Benefit which needed to be explored further. It transpired that 16-year-old Diane had left full time education but had not decided on what she wanted to do next, so remained at home supporting her mum. However, she was neither earning nor receiving any form of benefit . Child Benefit had ceased as it is only paid for those in full time education beyond the age of 16.

Laura checked with the Local Authority about their understanding of Annie’s financial situation in her most recent Housing Benefit Claim and discovered that an incorrect assumption had been made thatAnnie was sharing her home with a ‘non dependant’, (due to the cessation of Child Benefit) which had further reduced her entitlement to Housing Benefit thereby adding to the financial pressure and increasing debts.As Diane decided to return to full time education following six months at home, Laura was able to help ensure that Child Benefit became re-instated and the Local Authority were duly informed, which resulted in the Housing Benefit allowance also being increased to reflect this.

In addition, Laura was able to identify two further pieces of evidence that would prove crucial in supporting Annie’s case to remain in her family home. The rent arrears had been accrued over two financial years and for the first year that the Under Occupancy charge was in place, Laura ascertained that a ‘loop hole’ in the law meant that occupants of properties who had been living there prior to 1996 were exempt from the charge. As this applied to Annie, a second court adjournment was made while Laura applied to have a back payment of Housing Benefit processed for the financial year 2013/14.

At the same time , Laura supported Annie in compiling an application for Discretionary Housing Payments – a Local Authority fund to support those on low incomes to secure some funds to ‘top up’ their Housing Benefit. Both of these applications were successful awarding £1231 in Discretionary Housing Payments and a further £436 in backdated Housing Benefit. These sums of money not only eradicated the rental arrears but provided some extra funds to assist her in affording her ongoing rent commitments.

For Annie, in her poor state of health, and her for her family, this was a tremendous relief and brought their anxiety levels down, knowing that their home was secured and that the possession order was dropped.

85 CLC & Legal Aid

Until April 2013, around 85% of all Law Centre clients were eligible for legal aid in matters of housing, debt, welfare benefits and employment.

Since then only around 20% of those accessing its services are eligible. Formerly, legal aid funded client’s cases in excess of £300,000, now that is

reduced to around £100,000 and is limited to housing cases where someone’s home is at risk or they are already homeless.

The typical public expenditure is around £152 for most cases. However, complex cases with extensive defence could cost several hundred to £1,000.

86 . 10 am. CAB - Jackie - multiple CAB. Debt Case Study: jackie. debts Thursday Jackie 43, came to see the specialist Money Advisor, Chris, at the Eden office, presenting with a number 7 of debt related issues, which had built up throughout the time she’d been in a long-term relationship. This relationship had recently broken down and as outstanding utilities bills, loans and credit cards were in her name, Jackie now held sole responsibility for trying to navigate her way through this challenging issue.

On the upside, Jackie was keen to make a fresh start, had rented a small two-bedroomed property close to her mother in Penrith and was in full time employment. After the initial appointment with Chris at the CAB, Jackie decided to apply to the Insolvency Service for a Debt Relief Order (DRO). DROs are a formal insolvency procedure, which can relieve someone of their debts. Eligibility for a DRO is subject to strict conditions. For people on a low income who have no real assets, DROs can be an affordable alternative to bankruptcy. An application for a DRO has to be made by an Authorised Intermediary. Chris is an Authorised Intermediary and therefore able to carry out this specialist casework and so started preparing case studies case 07. / a week in the life 07. Jackie’s application for a DRO straightaway.

Unfortunately, within a short period of time and while she was still getting back on her feet, Jackie sustained an injury which prevented her from working. She was paid Statutory Sick Pay before ultimately being dismissed by her employer for being off sick. This had the knock on effect of reducing her income substantially and further overstretched her financially. Jackie struggled to pay her rent and fell further behind with Council Tax. Jackie was advised to apply for Housing Benefit, Council Tax Reduction and Employment Support Allowance, which in time she did receive.

Jackie was entitled to maximum Housing Benefit. However, her benefit was less than her rent, because she was living alone in a two bedroom property. Her rent was over £100 per week, but benefit would only pay £80.77. Her arrears increased to around £700. Jackie was at risk of losing her home, so Chris helped Jackie submit an application for a Discretionary Housing Payment (DHP) to the local council to help meet the rent shortfall. As Jackie’s health improved she moved from claiming Employment Support Allowance to Jobseekers Allowance, again with advice from the Bureau. Jackie juggled her priority creditors. Her benefit income was too low to keep up with all her essential spending and rent, let alone reach agreement to clear the arrears. During this period, the main aim was to minimise the damage caused by being in debt: keeping creditors at bay so that she did not face legal action, for example, possession proceedings by her landlord. The Bureau negotiated with other priority creditors, including utility providers to remove the threat of disconnection of gas and electricity.

Jackie was eventually successful in securing another job. This was a positive step but one that did not provide enough income to clear her debts. The local authority made a £280 DHP award which helped but was insufficient to clear the arrears so negotiations with the landlord to pay the arrears in affordable instalments began. Now that Jackie was working again, her finances were more sustainable. Her income was enough to meet essential living costs and also to make payments on her rent arrears but there was little to spare. She remained eligible for a Debt Relief Order as she had less than £50 disposable income per month – one of the criteria to make on application.

87 .

When the Debt Relief Order was finally put in place, this was a huge relief for Jackie, as it essentially protected her from legal action by nearly all her creditors. After a 12 month moratorium period, Jackie’s debts will be written off and she will have achieved her fresh start.

Jackie’s rent arrears while covered by the DRO continued to be repaid in instalments in case the Landlord chose to take legal action to repossess her rented home. Even though a DRO prevents the same landlord taking legal action to recover rent arrears, Chris advised Jackie that she could continue to making payments on the outstanding arrears so as to avoid the risk of homelessness, so long as those payments came out of the allowance of up to £50 per month disposable income.

Chris advised Jackie that she could continue to make payments on her rent arrears from the small amount of disposable income she had; in fact it was seen as an important measure to take. Where the DRO covered the rent arrears and thereby prevented the landlord from taking legal action to reclaim the outstanding money, the law does allow a landlord to take action to repossess a rented property for non payment of rent. Therefore had the landlord chosen to, he could have taken Jackie to court to repossess the house and put her under the threat of homelessness. case studies case 07. / a week in the life 07. 12.00 pm. Age UK Assessment with Pauline (carer) & her Mother re Friday additional support AGE UK. case Study: Pauline. 9

Pauline, aged 48 contacted the Eden Office of Age UK concerned about a number of issues relating to her 80 year old mother whose complicated needs were taking up an increasing amount of her time. As a sole carer who had fallen into the role, living some 20 miles away and working full time with few personal support mechanisms of her own in place, Pauline was feeling increasingly overstretched.

Elsie suffered from arthritis, mental health issues and had recently received an Alzheimer diagnosis. As her memory continued to deteriorate she was less able to carry out her many and varied voluntary duties in organising social activities and undertaking administrative tasks for the clubs, societies and organisations which had given her life meaning and focus since retiring. This, along with decreasing mobility meant Elsie was spending a significant amount of time alone at home struggling with day to day tasks, and the social isolation was exacerbating her depression and anxiety levels. As a previously very independent person, Elsie was not someone who asked for help, instead trying to put on a ‘public face’ and relying largely on her one daughter and increasingly frequent trips to the GP. Pauline visited weekly and tried to balance domestic chores, household paperwork and attempted to fit in some recreation and leisure time for her mother but “it was never enough”. She was also concerned that Elsie’s limited mobility prevented her from being able to get into the bath and she certainly didn’t feel confident or able to help in this area or indeed know who to ask for advice. Pauline telephoned daily after work to ensure Elsie was reminded of any pending organised activities or appointments plus act as a sounding board to her mother’s increasingly low mood.

As it happened, Kate, the AgeUK advisor lived in the same small town as Elsie, knew she volunteered in the Age UK charity shop and had observed her slowing down, struggling with shopping but had no

88 . knowledge of the more unseen problems. Kate immediately suggested that it would be sensible to submit an application for Attendance Allowance if Elsie would agree to this. Kate offered to support the process which is time consuming and can cause some distress for someone who is reluctant to acknowledge or accept that they are suffering failing health and in need of wider support.

Pauline spoke to her mother who was persuaded to have an appointment at the Penrith Age UK office with both Kate and her daughter there to make the process as streamlined and as unobtrusive as possible. Kate gathered the necessary information for the lengthy application, keeping the session as light hearted as possible and pausing to chat about the local community activities when it was clear Elsie was struggling. Kate warned it was likely to be several weeks before the application was processed and asked to remain informed of progress. She was in the meantime able to recommend that Elsie had an Occupational Health Assessment to gauge what might be helpful in terms of mobility related support items around the home and also to encourage Pauline to make contact with Eden Carers to check what support might be available for her.

Within a three week period Elsie was notified that she was eligible for the higher rateAttendance case studies case 07. / a week in the life 07. Allowance of £81.30 meaning that some help could be bought in around the home which would offer both extra company for her while putting Pauline’s mind at rest that a few more of the basic tasks were being covered that she was struggling to stay abreast of.

2.00 pm. Probation - CLC Friday clc. Probation Case Studies: Jason, Bill & John. 9

Although Cumbria Law Centre has an ‘open door policy’ for people to access services, it is appreciated that not all members of the general public who may be able to benefit from the support available either find the service or feel at ease to visit . Clients who have been released from custodial sentences are amongst those who may be deterred from accessing a ‘Law Centre’, associating ‘the law’ with punitive measures rather than support.

To that end, outreach work that takes the services to clients is an obvious solution. Cumbria Law Centre was successful in securing a small charitable grant to trial such an outreach service and, each Friday afternoon, a member of staff attends an advice and information drop-in session at the Probation Service, where clients can attend group or scheduled appointments for support with Welfare Benefits, Housing or Employment related issues.

Timeliness in handling Welfare Benefits related issues is a particularly vital aspect to this work for those who are caught up in a slow-moving and complex bureaucratic system and are highly vulnerable. With no access to even a subsistence income, they are increasingly likely to return to theft and crime as the “obvious solution” to alleviate the problem.

Jason.

Jason, came to see Val, Cumbria Law Centre’s triage worker with a Benefits enquiry soon after leaving

89 . prison. He was having deductions made from his Job Seekers Allowance (JSA) to repay a Social Fund Payment he’d applied for prior to being taken into custody. Jason had not actually received this payment and had tried to find avenues to explain this to personnel at the Job Centre and also to complain that the deductions being made to his JSA were causing serious financial hardship for him. There appeared to be no urgency in responding to Jason and Val therefore acted on his behalf to raise a complaint and follow up the case, escalating it to a Senior Decision Maker within one phone call. As there are no fixed time frames for handling such issues, Val ‘strongly suggested’ a deadline of one week for the matter to be sorted. This approach was successful and within three days, it was traced that Jason had not received the Social Fund Payment and his full JSA was re-instated and the payments that had been taken as instalments were repaid in full.

bill.

Bill, 49 had been placed in the local Hostel for homeless men upon release from Prison when he called into the Probation drop-in to seek some help. He suffered from mental health problems and found it challenging to stay on an even keel, especially if he did not stick to his medication regime. Bill had case studies case 07. / a week in the life 07. received a JSA sanction for not providing a sick note in time and was facing a period with no income whatsoever. As it was Friday, Val knew a weekend with no money was not an acceptable option for Bill and acted quickly to secure a hardship payment of £60 was paid immediately, to see him through the weekend. In addition, Val was able to organise £20 from the Ways To Welfare Fund and issued Bill with a voucher for the Food Bank. Val ensured that Bill booked an immediate appointment with his doctor to a secure a Fitness for Work Note requesting that a follow-up appointment be made with her at the Law Centre the following Monday. With the ‘fit note’ to hand, an Ajax appointment can be made which essentially allows the note to be scanned or faxed from the Job Centre to the Department of Work and Pensions, avoiding a delay of anything up to three weeks were it to be posted and processed. Bill’s benefits were reinstated with almost immediate effect thereby providing some much needed stability.

john.

John , 38 recently released from prison was keen to get himself back into the world of work but was out of practice in terms of how to approach the task . Dedicated Probation staff are available to support Job Search skills, C.V preparation and interview practice but on being invited for interview John wanted to ensure he was more presentable than his wardrobe of jeans and informal wear would allow. Val contacted the Job Centre to check whether any provision was available for support in this area and was advised accordingly. John was able to provide written evidence to the Job Centre he had an interview to attend and was able to select a suitably formal outfit from a local well priced retailer. Having selected some formal trousers, shirt and shoes up to the amount allocated, John returned a further time to the Job Centre to have necessary paperwork authorised and collected his goods.

Testimony from a Probation Service Officer about this project.

I run a weekly One Stop Shop at our office in Carlisle, offering

90 .

support and advice for offenders and ex-offenders on a drop-in basis. Cumbria Law Centre has been a valued partner in this project. A significant element of their work here has been in connection with financial and tenancy issues. However, these are frequently closely associated with substance dependency, basic skills, health and other issues and by inter-agency working we can develop a more holistic approach which better supports the rehabilitation process.

Support workers from the Law Centre have shown patience, good humour and good sense which has been greatly appreciated by our service users, some of whom have presented at times of great crisis. I believe some individuals have been enabled to tackle issues which might otherwise have proved overwhelming and case studies case 07. / a week in the life 07. prompted further offending.

I have been greatly impressed by the dedication, professionalism and resilience of Cumbria Law Centre staff with our service users.

Alan Faith Probation Service Officer, Community Liaison Cumbria and Lancashire Community Rehabilitation Company

Saturday CAB CAB. Case Study: Gary & Jane. 10 There is no ordinary day working in a generalist advice Bureau. Some clients arrive with questions that can be answered with a simple signpost to the main CAB self-help ‘Advice Guide’ website while others can require significant time and effort.

A highly anxious and clearly unwell couple arrived at the Carlisle office seeking assistance after a traumatic twenty-four hours. Gary and Jane had been en route from Scotland to a southern town, travelling by coach, to relocate near a family member but had a 1 a.m. transfer to make at the Carlisle Coach Station, with a short wait for their connection when disaster struck.

The passenger luggage was unloaded from the first coach and placed on the platform in readiness for the transfer. The couple left the station for fifteen minutes and upon their return discovered that their holdall containing the transfer tickets, mobile phone, vital medication and last £100 had been stolen.

Gary and Jane had waited for their connection hoping that in explaining the situation to the coach driver he would be sympathetic to their plight and allow them to make the last part of their journey. But, instead they

91 .

were told they could not embark and they should instead report the theft and were left stranded. When the ticket office opened, the couple went to report the incident but were told by the coach company that the theft was not their responsibility and they could not help. The couple had then reported the theft to the Police.

Gary suffered from a number of both physical and mental health problems and without his medication was prone to suicidal thoughts. Jane, had a brain tumour with a terminally ill prognosis and had a shunt fitted to drain away fluid. This seriously unwell couple found themselves in a strange city, with no money, no means of telephoning relatives and without vital medication. Unclear of where to go or who to contact next, the couple met a homeless man who showed them to the gardens of a local church where they ended up sleeping rough for the night. They made their way to the train station in the morning for a wash and then headed to Carlisle’s Civic Centre before being signposted the CAB.

Gary and Jane called into the bureau on a day when it was open purely for specialist debt and benefit appointments but noting the level of distress they appeared to be under, the CAB receptionist allowed the case studies case 07. / a week in the life 07. couple access to the telephone to make a couple of calls to try and find a solution to their dilemma. But when it became obvious that further support was needed a caseworker stepped in .

The following few hours saw Andy, CAB’s Caseworker making around thirty different calls to numerous organisations in an attempt to secure the support that was needed. Calls included those to:

01. The Coach Company - who stated they had no evidence or record of the couple making a cash purchase for the ticket so were initially unhelpful and said they could not offer a replacement ticket, despite the fact both Gary and Jane were carrying disability cards and were clearly vulnerable. A further call was subsequently made my Andy to complain that a National Coach company could provide such unsatisfactory customer service in such circumstances.

02. Cumbria County Council to explore whether the ‘Ways to Welfare’ fund could pay for new tickets for the ongoing journey. As the couple were not from the locality this was initially declined.

03. Cumbria’s Out of Hours Medical Service to seek advice about how to overcome the issue around the couple’s medication needs. Again as the clients were not local and were not registered with a local General Practice they were unable to assist.

04. Boots the Chemist again to seek advice about the medication issue. They agreed to deal with the clients if an emergency prescription from the couple’s GP could be obtained.

05. Couple’s GP in Scotland to arrange for an emergency prescription to be sent to Carlisle’s branch of Boots which was subsequently collected.

06. Cumbria Constabulary to check if the report made by the couple had been recorded and as it appeared not to have been, a new report was then completed.

92 .

07. The Local Newpspaper to check willingness to publicise the story and appeal for funds to help with the dilemma

08. The Food bank and some local church connections for advice on accessing financial support and as the day progressed to check the feasibility of securing some form of overnight accommodation.

09. Carlisle City Council –to see if temporary overnight accommodation could be arranged when it looked as though a solution could not be found and to prevent a further night of the couple having to sleep rough.

By 4.30 p.m. and many calls later, Andy had been able to convince the County Council to be sympathet- ic to the couple’s plight and despite their not being local residents, funding for the ticket was assured. The CAB then looked online at coach times and costs but, as it was late in the day, there were no buses case studies case 07. / a week in the life 07. leaving for their destination and only one which would take them part way (which involved a late transfer to a city where they could secure a lift from a family member). Rather than face a further overnight in Carlisle, the couple opted for this and as the ticket office was now closed the CAB booked online for them.

Where this is an extreme and unusual case and is far from a ‘typical’ day in the CAB, it does highlight the extra mile that small and highly personable local advice and information services can and do go to.

As a result of the complaint made by CAB, an organisation who are well known to advocate on Consumer rights, a call was received the following day from the Human Resources Department of the Coach Company apologising for the service received by the couple. An assurance was made that they had been met at their transfer destination by the Coach Company’s personnel and issued with tickets for their ongoing journey. The CAB were updated on the Coach Company’s correct company policy in the event of such a situation arising again and stated that all relevant staff would be provided with refresher training to equip them to ensure they are abreast of the appropriate actions to take if presented with a similar issue in the future.

93 08 / social policy. Campaigns and raising awareness.

94 Social Policy Group.

Carlisle and Eden Districts CAB co-ordinate a small working group, reporting to the main CAB Board but comprised of key local agencies with an interest in research and campaigning for change on issues that are affecting local people. The group meets monthly and currently has active representation from Carlisle and Eden CAB, Cumbria Law Centre and Churches Together in Carlisle.

The group uses evidence collected in a formal way by CAB through Bureau Evidence Forms to gather trends of issues presented by clients - these are discussed at the meetings and other agencies feed in their own experiences. Concrete actions are taken either locally where appropriate or by feeding in to national campaigns.

Over the past year the group has held meetings with both the local MPs for the area reporting on the impact of welfare reform at a local level and has also raised issues directly with DWP related to clients’ experiences of Job Centre services. The group also undertakes press and media work to highlight topical issues and national campaigns. In recent months we have had coverage of issues related to non-payment of benefit while reconsideration is ongoing and further work has been carried out looking into ways where clients can save money on their energy prices.

In addition, members of the group can raise issues locally which they would like to profile or campaign on and collaborative approaches have been made to local authorities on concerns such as homelessness and poor administration of benefits at a local level.

95 09 / tellytalk. New channels of access for information & advice.

96 Tellytalk – Opening New Channels of Access.

Background.

. Cumbria is one of the most sparsely populated areas of England, with parts of the Eden Valley being some of the most deprived in terms of access to public services. Due to local government spending reductions, bus routes are being cut and services reduced. Downward fluctuations in the global price of oil do not seem to translate into significantly cheaper fuel prices at the pumps, where upward movements quickly have an inflationary effect on prices.

Being economically poor is difficult anywhere but it is compounded in rural areas, especially in those with little or no advice provision. Some of the same obstacles stand in the way of the advice agencies that send their workers to outreach locations. The cost of such provision is high and there is ‘dead’ time created by travelling and missed appointments.

The vision for the Tellytalk part of this project was to reach small, town locations where there is currently 09. / telly talk / telly 09. reaching people. reaching little or no ‘on the ground’ advice service. Two neighbouring Big Lottery-funded projects (Advice Services Transition Fund) would develop a network of locations where clients could come to receive video-link access to the most appropriate advisors from CAB, the Law Centre, BenefitsAdvice Service or Age UK. The ambition, is to streamline this process through a central booking process, which will enable one contact to secure an appointment with any of the partners, at any of the Tellytalk locations. Given this sytem is in its early days, appointments are at this stage, made in advance via the existing Triage and Gateway processes that are in place within each organisation (usually by telephone). Most would agree that nothing beats real face-to-face provision but, for the first time, the partners believe that we have something that will do the job well enough.

Support Locations.

The towns where partners were looking to install the Tellytalk facility were agreed as part of the Big Lottery bid, apart from one. From research, it was decided that Shap would be the final town, due to the lack of access it currently has to services, and it’s accessibility from other remote towns of Brough and Tebay. Negotiations took place with what was felt to be the most relevant potential support location in each town, this being a clearly recognised and well used group or service in the town. This led to focussing on opportunities in Community Centres, Medical Practices, Libraries, and Town Halls in particular.

Key, determining factors for a suitable location were and still remain a staffed reception area, a willingness to support a client with accessing an adviser via Tellytalk, an interest in what the project is delivering for the local community, that the location is open to the public for a reasonable amount of hours each week, and that there is disabled access to the building and to the room in which Tellytalk is to be installed. Each location visited was left with a brief describing the ASTF Project, the Tellytalk portion of the project, and what support the project would require from the partner if we were to reach agreement with them to install Tellytalk.

97 Development of the Tellytalk Network.

It was necessary to understand the requirements of advisers, potential clients, and support partners in relation to the Tellytalk system, before any procedures could be put in place. Adviser appointments with

. clients were observed, so as to understand if and how each different type of appointment across all four partners could be managed remotely via Tellytalk. This also helped to illustrate what type of information a client may bring to an appointment, and if the Tellytalk facility would enable sharing of this information. Technology Store, the supplier of the Tellytalk technology, were visited and contacted on numerous occasions, in order to gain an understanding of the workings of Tellytalk, and in order to clarify how Tellytalk could be utilised to fit what had been observed in adviser appointments.

A careful training programme was developed for staff across the four partners, focussing on each partner’s specific needs for use of Tellytalk. This culminated in the development of a ‘Tellytalk Step by Step Guide’ specific to each partner. Staff training has been carried out face-to-face ‘showing’ an adviser the Tellytalk system, and also carried out remotely to demonstrate the workings of the system to an adviser. 09. / telly talk / telly 09. reaching people. reaching Each partner’s specific approach to advice provision has been understood and the Tellytalk PC for each partner has been adapted to ensure it offers all that their advisers require in an appointment. For each support location, it has been necessary to develop a specific Memorandum of Agreement inclusive of a Confidentiality Agreement, a fault reporting process for any breakdown issues relating to Tellytalk, and a step-by-step system set up process which staff can follow in order to prepare a client for their Tellytalk appointment. Time is spent with the staff in each location prior to going ‘live’, so that the staff are confident in starting up the system and supporting a client’s appointment to the point where the adviser appears on the client’s monitor.

A simple appointment booking process was essential given the four partners and a number of support locations requiring access to it. After review of various options, Google Calendar was adopted and was adapted so that adviser agencies had the facility to set up appointment slots and book appointments online and in real time. best bit..

“less travelling” Experiences. & “able to see advisor”

• The Tellytalk facility has now been installed and has been ‘live’ in some of the frequent comments Penrith Citizens Advice Bureau and Workington Trades Hall (supported from Tellytalk users when asked about their experience using by a further partnership between the Law Centre and Advice Across the service. Allerdale) since April 2014. Appleby Library and Longtown Community Centre went live in October 2014 and Brampton Community Centre in February 2015.

• Tellytalk has now allowed the adviser to carry out the appointment from the Cumbria Law Centre offices without the need for travel, thus making cost savings on travel, time, fuel and parking.

• 22 appointments have been carried out from Penrith, with a saving of around £1200 to date, and 9 appointments have been carried out from Workington, with a saving of around £950 to date.

98 There have been a couple of instances of a client not attending their Tellytalk appointment, which again is a saving, as the adviser would have previously travelled to the location not knowing that the client may not attend their appointment. Clients have been aged between 21 and 65.

. • Only 1 appointment has taken place so far from both Appleby and Longtown, however both appointments provided an example of how Tellytalk provides immeasurable support for clients.

• Clients have expressed willingness to be contacted in the future for publicity/case study purposes.

• From Appleby, a partially paralysed, wheelchair-bound client received benefits advice from Cumbria Law Centre when previously the client would have had to travel into Penrith for a face- to-face appointment, a journey of 14 miles instead of just a few hundred metres.

• From Longtown, a client received debt advice from Citizens Advice Bureau. The client could not afford the bus fare into Carlisle to seek face-to-face advice, and previously had resorted to walking the 8 miles into Carlisle. 09. / telly talk / telly 09. reaching people. reaching

• On two occasions an interpreter has supported a client in Penrith to use the Tellytalk system.

• Tellytalk appointments have taken place with a wide spectrum of clients, from an elderly client who had never used a computer previously, to a homeless person with a severe personality disorder. On all occasions the Tellytalk system has been utilised by both the adviser and the client to ensure that the client receives the advice that they require.

• A questionnaire was set up to ask clients what they felt about the Tellytalk facility, and the way that their appointment had been handled using Tellytalk. In all but one instance, clients gave 10/10 for being satisfied with the overall service received, with ‘as good as the solicitor/adviser being present’, ‘ease of process’, and ‘less travelling’ being the parts of the service that they found most helpful. So far, 20% of clients are willing to be contacted in the future for publicity/case study purposes.

Conclusion.

The development of the Tellytalk network in Carlisle and Eden districts is already producing very good results and the potential is enormous. However, it is abundantly clear that the tool is only as good as the knowledge of the workers using it. The system has needed a great deal of attention both in modifying its functions and in merging work practices with the system. All of this has required the intensive input of the project worker funded through the ASTF project.

It is fair to say that the project has made an excellent start but, in scaling-up the traffic on the system, it is clear that the support required for all locations will increase. In terms of reaching out to rural advice deserts, it can be said that the project is clearly effective. Advice agencies are intervening in the developing crises of people who may never have found our services or for whom the problem would have deepened considerably by the time they accessed help. This kind of approach is vital in a county like Cumbria.

99 In terms of reaching out to rural advice deserts, it can be said that the project is clearly effective. Advice agencies are intervening in the developing crises of people who may never have found our services or for whom the problem would have deepened considerably by the time they accessed help. This kind of approach is vital in a county like Cumbria. . 09. / telly talk / telly 09. reaching people. reaching

100 10 / looking to the future.

101 Looking To the Future. Year 2.

In Year 2 of this project, beginning in December 2014 the plan is to build on the strong foundations laid down during the first 12 months. The main aims of the project are as follows:

• To promote and develop all Tellytalk locations, fine-tuning our use of the system and providing

. access to ever more rurally located individuals

• It is our aim that over 400 individuals will have benefited from the new Telltyalk network through access to key advice and information services

• To further formalise and streamline referral procedures between partners and also statutory agencies

• To use our growing partnership as a basis for new funding in the sector. We aim to deploy this looking to the future. to looking 10. / year 2 10. / year report and ongoing impact assessments to make the case for greater support for advice services from local authorities, trusts and foundations, health authorities etc and a funding plan is being written at the time of publication

• We aim to fund new posts focussing on early intervention in individuals’ social and economic crises

• Caseworkers and volunteers whose posts are funded through this project will continue to enhance and grow frontline capacity in CAB and Law Centre.

102 references.

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103 Hodgson, A., Spours, K. & Stone, J. (2009) Tackling the NEETs problem: Supporting Local Authorities in reducing young people not in employment, education and training. London: LSN JRF. (2014) A UK Without Poverty. York: Joseph Rowntree Foundation http://www.jrf.org.uk/sites/files/jrf/uk_without_poverty_summary.pdf accessed 27/11/14 Khan, H. (2013) Five Hours a Day. London: NESTA http://www.nesta.org.uk/sites/default/files/five_hours_a_day_ jan13.pdf Lavis, P. (2008) Knowing Where To Look. Leicester: Care Services Improvement Partnership Moffatt, M. Stacy, R., Downey, D. & Hudson, E.,(2004). ‘The impact of welfare advice in primary care: a qualitative study’. Critical Public Health, Vol.14(3), pp.295- 319 NEF. (2008) The Scoio-Economic Value of Law Centres. London: New Economics Foundation Newburn, T. & Shiner, M. (2005) Dealing with Disaffection: Young people, mentoring and social exclusion. Cullompton: Willan Publishing ONS. (2014a) Underemployment and Overemployment in the UK, 2014. Newport: Office for National Statistics ONS. (2014b) Measuring National Well-being, Personal Wellbeing in the UK, 2013/14. Newport: Office for National Statistics ONS. (2014c.) Unpaid care expectancies at ages 15, 50 and 65 by Clinical Commissioning Groups. http://www.ons.gov.uk/ons/publications/re-reference-tables.html?edition=tcm%3A77-362591 accessed 1 December 2014 ONS. (2014d) Unpaid Care Expectancies across NHS Clinical Commissioning Groups, England 2010-12. Swansea: Office for National Statistics ONS. (2014e) Excess Winter Mortality in England and Wales, 2013/14 (Provisional) and 2012/13 (Final) http://www. ons.gov.uk/ons/rel/subnational-health2/excess-winter-mortality-in-england-and-wales/2013-14--provisional--and-2012- 13--final-/stb.html#tab-Causes-of-excess-winter-mortality accessed 1 December 2014 ONS. (2013) Chapter 4 - Housing and Consumer Durables (General Lifestyle Survey Overview - a report on the 2011 General Lifestyle Survey) http://www.ons.gov.uk/ons/rel/ghs/general-lifestyle-survey/2011/rpt-chapter-4.html#tab-Hous- ing accessed 10 December 2014 Pate, S. (2014) Cumbria Welfare Reform Commission 2014: Report of Findings, June 2014. Penrith: Cumbria Welfare Reform Commission. http://cumbriacvs.org.uk/giving-you-a-voice/cumbria-third-sector-network/ accessed 1 December 2014 PHE. (2014a) Carlisle District: Health Profile 2014. Public Health England. http://cumbriaobservatory.org.uk/elibrary/ Content/Internet/536/671/4674/6164/4156583631.pdf accessed 1 November 2014 PHE. (2014b) Eden District: Health Profile 2014. Public Health England. http://cumbriaobservatory.org.uk/elibrary/Con- tent/Internet/536/671/4674/6164/41858163759.pdf accessed 1 November 2014 Reading, R., Steel, S. & Reynolds, S. (2002). ‘Citizens advice in primary care for families with young children’. Child Health Care and Development, Vol.28(1), pp.39-45 Shelter. (2015) Poverty and housing inequality. http://england.shelter.org.uk/campaigns/why_we_campaign/housing_ facts_and_figures/subsection?section=poverty_and_housing_inequality accessed 5 January 2015 Sumner, C. Ed. (2004) The Blackwell Companion To Criminology. Oxford: Blackwell Publishing Taylor, M., Jenkins, S. & Sacker, A. (2009). Financial Capability and wellbeing. Evidence from the BHPS. Essex: Insti- tute for Social and Economic Research University of Essex Victor, C. R. (2003) Loneliness, social isolation and living alone in later life. Sheffield: ESRC Growing Older Programme. Wagstaff, R. (2013) Cumbria in Numbers: 2013. Penrith: NHS Cumbria http://cumbria.gov.uk/eLibrary/Content/Internet/536/671/4674/6164/41564115343.pdf Wilson, A. (2014) Cumbria Crime & Community Safety Strategic Assessment: Carlisle District Summary. Carlisle: Cumbria County Council

104 Special thanks to: Cumbria Wildlife Trust and Nurture Lakeland for images of Carlisle and Eden. All other images licensed by Ingram Image.

Carlisle & Eden Age UK Sandgate Penrith CA11 7TP

Carlisle & Eden Districts Citizens Advice Bureau 5-6 Old Post Office Court Carlisle CA3 8LE

Carlisle City Council Benefit Advice Service Civic Centre Carlisle CA3 8QG

Cumbria Law Centre 8 Spencer Street February 2015 Carlisle CA1 1BG Advice Link Carlisle & Eden

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