↻ Subscription
12-month subscription successfully cancelled
A customer wanted to cancel an online subscription but was initially told they were tied into a 12-month commitment and cancellation was not possible until the end of the term.
Instead of simply accepting the first answer, the terms were questioned. The company was asked to explain exactly what had been agreed to, where the non-cancellable 12-month commitment had been clearly stated and to provide evidence of the terms accepted at registration.
“Your subscription has been cancelled successfully.”
£ Benefits
Around £30,000 in delayed benefit payments recovered
A long-running Universal Credit issue involving a child-related entitlement resulted in approximately £30,000 in unpaid arrears.
The case required checking what should have been paid, identifying the problem, communicating with the relevant department and repeatedly following up.
✓ The missing entitlement was eventually addressed and the arrears were paid.
✓ Benefits
Stopped benefits reinstated
Support was provided when benefit payments had been stopped.
The situation was reviewed, the relevant information was gathered and the issue was challenged through continued communication and follow-up.
✓ The benefits were subsequently reinstated.
♥ Family support
Support and adaptations for a disabled child
Help was provided with communication involving occupational therapy and services relating to support and adaptations needed for a child.
The focus was on clearly explaining what was required, following up requests and making sure the issue did not simply remain unanswered.
⌁ Utilities
Electricity account problem resolved
An administrative problem involving incorrect information connected to an electricity account was followed up with the provider.
The issue required explaining the situation clearly, questioning the information held on the account and continuing communication until the records were corrected.
⌂ UK administration
Help navigating everyday UK administration
Practical support has been provided with processes including:
- National Insurance numbers
- Bank accounts
- GP registrations
- Immigration-status administration
- Applications, letters and forms
- Communication with organisations
For someone unfamiliar with the system, even a simple process can become stressful when they don’t know where to start.
◎ Education
Education and disability-support issue
Support was provided with correspondence involving disability support in higher education.
The issue was organised clearly, concerns were communicated to the institution and the matter was followed up rather than being left unresolved.
£ Employment
Employer payment disputes
Help has also been provided when workers experienced problems receiving money they were owed.
This included organising the facts, preparing correspondence, clearly setting out what was outstanding and asking the employer to respond.
Most of these cases were not complicated because of the problem itself.
The difficult part was having the time and persistence to keep asking questions, challenge unclear answers and follow things up until someone actually dealt with the issue.
That is exactly what Helping Hand Practical Support is here to do.