Helping a Haringey resident to take control of their finances and build confidence

A Haringey resident living with mental health challenges has made remarkable progress in rebuilding his life, thanks to the support of the Haringey Advice Partnership.

Mr W, aged 49, reached out to Haringey Advice Partnership after receiving a letter from a debt collection agency demanding £600 for a BT account he did not recognise. Overwhelmed and unsure how to proceed, he contacted the Advice Partnership through its enquiry line, leading to a face-to-face appointment with an adviser. 

The adviser took action quickly by contacting the debt agency on Mr W’s behalf and discovering that the debt related to an old BT account, including early cancellation and usage charges. But as the discussions continued, it became clear that this was just one of several financial difficulties Mr W was facing. 

He had accrued £1,050 in rent arrears with the Housing Authority due to a dispute with a previous landlord, and he also had an outstanding energy bill. Having recently been released from prison after 18 months and struggling with mental health issues, Mr W found it hard to manage letters, calls, and complex service processes. 

Recognising his vulnerability, the adviser provided sustained support rather than referring him away immediately. They joined Mr W in a three-way call with StepChange, a free debt service to people across the UK, to ensure he understood the debt management process. They also referred him to the National Energy Action (NEA) for help with energy costs. 

The team then liaised with Housing Benefit services to confirm the exact amouint of rent arrears and contacted the local council’s Debt Team to request a breakdown and explore setting up a direct debit. When BT declined to intervene because the debt had been passed to Moorcroft Debt Collection, the Advice Partnership team continued to advocate for Mr W, securing an agreement that the debt might be written off if he could provide medical evidence. 

With encouragement from the Haringey Advice Partnership team, Mr W attended a GP appointment to obtain the necessary letter. Importantly, he is now engaging more confidently with health services himself. 

Since working with the Advice Partnership, Mr W has begun taking proactive steps to regain control of his finances, including contacting his GP independently and agreeing to set up a direct debit for his rent arrears. 

Mr W’s advisor said: “When Mr W first came to us, he was anxious, overwhelmed, and unsure where to start. By working closely with him, step by step, we’ve seen him grow in confidence and take real ownership of his situation. It’s been incredibly rewarding to watch him rebuild both his stability and his self-belief.” 

Mr W continues to stay in touch with the team and is following his support plan closely. With ongoing encouragement, he is developing the skills and confidence to manage his finances and communicate with services more independently.