At Advice Portsmouth, we’re proud to support vulnerable people. We know how quickly life can unravel when unexpected challenges arise. For many of the people we support, a combination of financial hardship, administrative barriers, and housing insecurity can create overwhelming circumstances. This real-life case highlights just how vital a service like ours is in helping people regain stability, dignity, and hope. We’ve helped thousands of others with similar problems over the past few years.
A client in crisis
A client approached our service facing an incredibly difficult situation. Following the death of their landlord, uncertainty surrounded their housing situation, as the Executors of the estate had not provided a tenancy agreement. Without this, the client was unable to move forward with important processes, including maintaining their Universal Credit claim.
At the same time, the client faced additional barriers. They were unable to open a bank account due to a lack of identification, despite attempting to provide alternative documentation. This meant they had no access to income or financial support.
The consequences were severe. Since February 2025, the client had been living without gas, electricity, money, or food. In one of the most distressing aspects of their situation, they disclosed that they had been relying on the sea to wash and bathe.
Advice and practical support
Our team quickly worked to stabilise the situation and provide both immediate and longer-term solutions.
We identified that the client’s Universal Credit claim had been closed due to missing documentation, including a tenancy agreement and bank details. We supported them in submitting a new claim and successfully requested assistance through the Payment Exception Service, ensuring they could receive benefits even without access to a bank account.
Recognising that identification was a key barrier, we accessed the Civic Hardship Fund to help the client obtain a driving licence. This crucial step enabled them to open a bank account, paving the way for future financial independence and secure benefit payments.
At the same time, we applied to additional support funds to help with urgent living conditions. Through this, we secured:
- Funding for gas and electricity, allowing the client to cook, heat their home, and access basic hygiene facilities
- Shopping vouchers to provide immediate access to food for both the client and their pet
Transforming lives
The impact of this support was significant and immediate.
With access to utilities restored and food secured, the client’s physical health began to improve. Just as importantly, their overall wellbeing and outlook changed. The stress and uncertainty they had been living under began to ease, replaced by a sense of stability and control.
Financially, the steps taken have laid a foundation for longer-term resilience. With identification secured and a bank account now within reach, the client is better positioned to manage their finances and maintain their benefits going forward.
Why services like Advice Portsmouth matter
This case is a powerful reminder that vulnerability does not arise from one single issue. Rather, it can be the result of multiple, interconnected challenges. Without support, these barriers can feel impossible to overcome.
We play a critical role in breaking down those barriers. By offering practical advice, advocacy, and access to emergency support, we help residents navigate complex systems and rebuild their lives.
Behind every case like this is a person who simply needed the right help at the right time.
If you need support
If you or someone you know is facing similar challenges and live in the PO1-PO6 areas, Advice Portsmouth is here to help. No one should have to face hardship alone.
