Case completed November 2021

Zac (not his real name) is a single, 41-year-old British citizen of Somalian origin, living in social-housing in Brent.

Although Zac has made great effort to learn English, he has not had any formal lessons and therefore relies on assistance from friends, charities, and Brent Council staff to assist him. In addition to the language barrier, Zac also lacks digital skills which prevent him from making online claims and engaging with and/or using online services.

Although, initially, Zac did not have any serious health issues, this changed when he lost his zero-hour contracted job in July 2021 (sorting out mail) for Royal Mail following COVID-19. This inevitably resulted in accumulating rent arrears, inability to pay bills and worrying about affording daily necessities. Essentially, Zac experienced great financial hardship which was exacerbated when he received notice seeking possession from his landlord. All of which took a toll on Zac’s mental health, which lead to constant and prolonged low moods and depression.

Zac visited Brent Hubs at Willesden Green library in hope of receiving help. Brent Hubs referred Zac to Bosnia and Herzegovina Community Advice Centre (BHCAC), where BHCAC Advisor carried out a holistic assessment of Zac’s situation, analysed each issue by looking at Zac’s health, welfare, and personal development needs. Using the holistic approach, the BHCAC Advisor was able to form a tailored action plan to address each concern individually.

Zac came to BHCAC with no knowledge or awareness of which benefits he was eligible for nor how to claim them. The BHCAC Advisor assisted him by informing him of his rights and entitlements and in doing so, the BHCAC Advisor assisted Zac by:

  1. making a claim Universal Credit;
  2. making a claim for Resident Support Fund;
  3. making a claim for Council Tax Support;
  4. applying for food parcels from Suffra Food Bank;
  5. advising Zac to enrol on the Smart Phone Skills Course;
  6. making a referral to Brent Start to enrol Zac on English as a Second Language Course (ESOL) and any additional Digital courses Brent Start may be able to offer; and
  7. creating an e-mail account that Zac can access.

As a direct result of the BHCAC Advisor’s input and assistance, Zac benefited from:

  1. Universal Credit award of £489 rent to be paid to Zac’s landlord and £212 per month for Zac to live on.
  2. Resident Support Fund award of £2,745.55 consisting of £1,844.85 to cover rent arrears and £900.70 for food, utility, and winter clothing.
  3. Council Tax Support award of £19.49 per week.
  4. Six free emergency food parcels from Suffra Food Bank.
  5. Successful completion of the Digital Technology Course.
  6. Access to an email account which Zac can use to communicate.

The successful outcomes listed above mean Zac will get the financial help he needs, experience less stress and anxiety, have increased independence, better understanding of his rights and entitlements and experience improvement in mental health and overall quality of life.

By attending the Smart Phone Skills course held at the BHCAC centre and enrolling on ESOL course, Zac will further develop his knowledge and skills, increase his self-confidence to take the lead in technological aspects of his life all of which will allow him to be more independent and make it easier to access Council’s and voluntary sector specialist services in the future.

Zac was always grateful for BHCAC’s services and never missed an opportunity to say thank you!