Specialist and targeted services

Our experienced advisors can answer your questions about claiming benefits and help explain what financial support, unemployment benefits or disability benefits you might be entitled to, such as Statutory Sick Pay (SSP), Attendance Allowance (AA) or the Personal Independence Payment (PIP).

They can also assist with:

• the benefits application process
• the benefits appeal process
• benefits eligibility criteria
• general benefits enquiries

When and where the service is available:

Face to face appointments can be arranged when required in our offices or at the Royal Surrey Hospital for clients referred through this project, as well as support on the phone and email.

Accessing the service / referrals:

You can access the service by:

• Phone: 0808 281 6914
• Email: info@casoutheastmacmillan.org.uk
• You can also be referred by an organisation or health professional here

Client feedback

‘Dear Emma, Thank you so much for your call today and please let me thank you again for all your help which at this time, is invaluable. Your empathy, professionalism and knowledge certainly provided much relief after trying to deal with my recent news’

‘Thomas was very thorough and made applying for the help I needed so much easier than trying to work it out for myself. His advice has been excellent, and I feel that he has gone out of his way to provide the best he could, for example by calling regularly to see how my application was processing and providing me with additional advice and contact details for vehicle licensing queries’

‘The help I received was enormously helpful and we were overwhelmed at the time and would not have been able to navigate the applications without the tremendous help we were given which literally saved us from getting into debt and enabled us to help ourselves. Our family was a friend in need, Thank you’

Case Study

The client contacted Citizens Advice wanting help with a PIP claim as he had been turned down by the DWP. His wife was with him and had to do most of the communication due to his low mood. They were also on a very low income with 2 teenage children.

He had multiple health issues as well as a cancer diagnosis. He was referred internally to the Macmillan service.

It took from March to July to gain the clients trust and to reassure them that we were there to help.

We eventually completed a PIP mandatory reconsideration on a late submission in July (disputing the original decision). In September the client was awarded standard rate daily living and care. This was also backdated to the beginning of his original claim in June. A huge back payment of £5548 and an ongoing weekly award of £86.30.

During this time, we also helped the client to claim ESA, backdated 3 months and a weekly award of £117.60 and apply to a food bank. We also applied for a Macmillan grant which was successful for £350.

Once his PIP had been awarded, we were able to make a claim for Carers allowance for his wife, resulting in a back payment of £2068 and an ongoing weekly award of £69.70.

We have also made a new claim for PIP as his health had deteriorated over the past 18 months and we expect a higher award.

Their combined income has been increased by £273.60 per week.

Specialist Mental Health

About the service:

The mental health project is a Surrey wide project, we work in partnership with several other Citizens Advice offices in neighbouring local authorities. We employ caseworkers for the project which is set up specifically to help those who are either receiving ongoing secondary mental health care or have done so within 6 the months prior to referral. Our service supports clients living in South West Surrey with specialist advice on benefits, debt and housing. Other generalist advice can be given, as well as access to other Citizens Advice services.

When and where the service is available:

We provide support both remotely and in person at our offices in South West Surrey. Outreach advice appointments are available at the Redwood Centre, Farnham Road on Monday mornings and at Berkeley House, Godalming on a Wednesday afternoon.

Accessing the service / referrals:

When you contact us for support through our normal routes, we’ll consider if you need a referral to this service. You can also be referred by:

• health and community organisations such as the Community Mental Health Teams, Social Workers, Social Prescribers, Guildford Action, Surrey County Council

Homelessness Prevention/Rough Sleepers

Money Advice

About the service: 

Our homelessness prevention/rough sleepers project currently has 2 caseworkers working to help clients who are at risk of eviction. They provide housing, debt, benefits and budgeting advice, with the aim of either keeping people in their homes, helping them find suitable alternative social housing or giving them an understanding of what help they could get if privately renting.

When and where the service is available:

Appointments can be arranged in our local offices for clients referred through this project, as well as support on the phone and email.

Accessing the service / referrals:

When you contact us for support through our normal routes, we’ll consider if you need a referral to this service. You can also be referred by:

• Guildford Borough Council

Temporary accommodation targeted service

About the service:

The purpose of this service is to help people in temporary accommodation or rough. We will help the clients attempt to maximise their income and budget accordingly so that they can make regular payments towards their arrears, whilst addressing any other debt that they have.

When and where the service is available:

We currently have a service at Vaughan House in Guildford and plan to expand this project by offering further support at other locations soon. We may be able to do visits to hostels where needed.

Appointments can also be arranged in local offices for clients referred through this project, as well as support on the phone and email.

Accessing the service/referrals:

You can access the service directly themselves at one of our outreaches, or when you contact us for support through our normal routes, we’ll consider if you need a referral to this service. You can also be referred by:

• GBC
• Riverside Housing