Making a Difference: Supporting Older People Through Life’s Challenges

Mary’s story shows how listening, practical help, and advocacy can transform anxiety into security and independence.

Mary*, aged 78, was struggling with the cost of living. She reached out to our Help Team because she had stopped receiving her state pension and didn’t know why. She hadn’t been able to buy food or petrol and was experiencing high levels of anxiety and short-term memory issues.

Beth, one of our Help Team advisors arranged for Mary to come to our office so they could call the DWP together to find out why she was no longer receiving her pension. The DWP were unaware of the situation, and upon investigation found it was due to an administration error on behalf of the DWP. Mary’s pension payment was pending that day, but it had not been released. As a result of Beth’s support in contacting the DWP, Mary was able to raise the issue so she could commence receiving her pension, which is something she didn’t feel confident in doing herself.

While Mary visited our office, Beth conducted a benefits check with her, and in doing so, established that Mary qualified to receive Attendance Allowance and a Blue Badge. To help alleviate Mary’s financial situation, Beth was able to allocate Household Support vouchers for which she was very grateful to receive. Having explored Mary’s previous occupations, Beth was also able to find a grant to help with fuel costs for Mary’s car by contacting a relevant charity.

Mary expressed her gratitude, saying, “I was afraid that my health was in jeopardy due to the high levels of stress I am experiencing but I now feel supported and more hopeful”.

By taking time to listen and understand Mary’s needs, our Help Team will be able to provide ongoing support., Beth has since booked home visit appointments with Mary to help with the completion of the complex Attendance Allowance and Blue Badge application forms, and Mary has opted to keep in touch with us by opting in to receive our annual Guide to Later Life publication.

*Individual’s name has been changed to protect privacy.