Hwb Case Studies
Hwbs and how we work
Hwb staff work closely with all customers to ensure wrap around support and continue to get the customer out of crisis with the aim to maximise their income, sustain financial stability and ensure their wellbeing needs are met.
- Dedicated team of HWB Advisors who provide help, support and advice to all customer.
- Dedicated budgeting officers who can help and support with money matters.
- Online referral form
- Webpage has quick links to benefits and advice.
Our staff at Hwb Bach y Wlad can help you with Council Tax enquiries, housing benefit, cost of living and any housing enquiries and all council enquiries for the authority.
You can also pick up your blue bags, your food liners, your food caddies and our period poverty products.
Hwbs and how we work
Hwb staff work closely with all customers to ensure wrap around support and continue to get the customer out of crisis with the aim to maximise their income, sustain financial stability and ensure their wellbeing needs are met.
- Dedicated team of HWB Advisors who provide help, support and advice to all customer.
- Dedicated budgeting officers who can help and support with money matters.
- Online referral form
- Webpage has quick links to benefits and advice.
Our staff at Hwb Bach y Wlad can help you with Council Tax enquiries, housing benefit, cost of living and any housing enquiries and all council enquiries for the authority.
You can also pick up your blue bags, your food liners, your food caddies and our period poverty products.
Case Studies:
Customer: Mr B.
Location: Llandeilo Civic Hall
Reason for visit: Apply for Household Support fund
Mr B lives alone, recently been diagnosed with onset dementia. Receives PIP, Private pension and state pension.
Hwb Advisor: Emyr
- Budgeting Support – Better plan in place to make his money last through the month
- CAB referral – DAF and Pension Credit Check
- Wellbeing support – Delta wellbeing number provided
- Updated housing register application
- Housing adaptions referral made - Disability grant support
- Blue badge application – Permanent Badge issued
- SMI Issued
Outcome: Exemption applied and backdated. £5306.08 credit to council tax bill, refund given to Mr B of £3848.56
Mr B has better support in place via budgeting officer and is better off by £3848.56, now exempt from paying council tax and he has got the option for further support from Delta Wellbeing.
Customer: Mrs M.
Location: Laugharne
Reason for visit: Child Maintenance Enquiry
Single mother, no income other than Child benefit, one child, separated from partner due experiencing domestic abuse at home.
Hwb Advisor: Soffi
- Child maintenance – Process started
- CAMDAS support in place
- Family information Service - TAF
- Council tax Single Person Discount - £380.39 deducted from bill
- CAB referral - Universal Credit - £1147.28 income every 4 weeks
- DAF awarded – £67 emergency electricity top up voucher
- Free School meals and uniform grant - £125
- Council tax reduction - £650.16 off bill reduced bill to £40 per month
- Food voucher provided and delivery of food parcel
- Household support fund – Rent and council tax arrears over £8K
- Welsh Water Help U Scheme – Reduced bill to £291.30 saving £228.70
- Employability referral - Support continues
Outcome: Mrs M is in a better position, getting regular support and better off by £1230.15 per month.
Customer: Mrs D.
Location: Kidwelly
Reason for visit: No Oil
Customer: ”My son has had an accident and been unable to attend school for the past 3 weeks, as a result I have been unable to attend work and have suffered a loss in earnings. My Universal Credit has been affected and I am running low on heating oil, the company I use make customers pay upfront a minimum of £700 and I cannot afford it.”
Hwb Advisor: Soffi
- Citizen’s Advice referral to be made for fuel grants and benefit check
- Energy Grant awarded -replacing her oil tank with an air source pump and solar panels - Energy rating improved an E to an A. Spending £1000 per year - the new costs are approx. £500 per year.
- Discretionary assistance fund - Emergency hardship fund granted - £200
- Claim for Disability living allowance for son – Submitted and Awarded £139.10 per week
- Claim put in for Discretionary housing payment to assist with rent top up
- Claim put in for Council tax reduction – Over the threshold
Outcome: Mrs D is now back in work part time but in much better situation. Better off UC, DLA, Earnings and Child benefit, household income now £3106.40 per month.
Customer: Mr W.
Location: Llanybydder Rugby Club
Reason for visit: Came in for some blue bags, queried on cost of living support. Lives alone with adult son who is autistic and received full PIP
Hwb Advisor: Melanie & Soffi
- Blue badge – Assisted Mr W with application – Awarded
- Council Tax Discount and Exemption – SMI Issued & Carer’s Disregard – Refund of £4950.22
- Delta wellbeing - Carers discount card
- CAB referral – Claim for AA – Awarded £101.52 per week
Outcome: Better off initially by £4950.22 and £439.92 per month going forward
Case Studies:
Customer: Mr B.
Location: Llandeilo Civic Hall
Reason for visit: Apply for Household Support fund
Mr B lives alone, recently been diagnosed with onset dementia. Receives PIP, Private pension and state pension.
Hwb Advisor: Emyr
- Budgeting Support – Better plan in place to make his money last through the month
- CAB referral – DAF and Pension Credit Check
- Wellbeing support – Delta wellbeing number provided
- Updated housing register application
- Housing adaptions referral made - Disability grant support
- Blue badge application – Permanent Badge issued
- SMI Issued
Outcome: Exemption applied and backdated. £5306.08 credit to council tax bill, refund given to Mr B of £3848.56
Mr B has better support in place via budgeting officer and is better off by £3848.56, now exempt from paying council tax and he has got the option for further support from Delta Wellbeing.
Customer: Mrs M.
Location: Laugharne
Reason for visit: Child Maintenance Enquiry
Single mother, no income other than Child benefit, one child, separated from partner due experiencing domestic abuse at home.
Hwb Advisor: Soffi
- Child maintenance – Process started
- CAMDAS support in place
- Family information Service - TAF
- Council tax Single Person Discount - £380.39 deducted from bill
- CAB referral - Universal Credit - £1147.28 income every 4 weeks
- DAF awarded – £67 emergency electricity top up voucher
- Free School meals and uniform grant - £125
- Council tax reduction - £650.16 off bill reduced bill to £40 per month
- Food voucher provided and delivery of food parcel
- Household support fund – Rent and council tax arrears over £8K
- Welsh Water Help U Scheme – Reduced bill to £291.30 saving £228.70
- Employability referral - Support continues
Outcome: Mrs M is in a better position, getting regular support and better off by £1230.15 per month.
Customer: Mrs D.
Location: Kidwelly
Reason for visit: No Oil
Customer: ”My son has had an accident and been unable to attend school for the past 3 weeks, as a result I have been unable to attend work and have suffered a loss in earnings. My Universal Credit has been affected and I am running low on heating oil, the company I use make customers pay upfront a minimum of £700 and I cannot afford it.”
Hwb Advisor: Soffi
- Citizen’s Advice referral to be made for fuel grants and benefit check
- Energy Grant awarded -replacing her oil tank with an air source pump and solar panels - Energy rating improved an E to an A. Spending £1000 per year - the new costs are approx. £500 per year.
- Discretionary assistance fund - Emergency hardship fund granted - £200
- Claim for Disability living allowance for son – Submitted and Awarded £139.10 per week
- Claim put in for Discretionary housing payment to assist with rent top up
- Claim put in for Council tax reduction – Over the threshold
Outcome: Mrs D is now back in work part time but in much better situation. Better off UC, DLA, Earnings and Child benefit, household income now £3106.40 per month.
Customer: Mr W.
Location: Llanybydder Rugby Club
Reason for visit: Came in for some blue bags, queried on cost of living support. Lives alone with adult son who is autistic and received full PIP
Hwb Advisor: Melanie & Soffi
- Blue badge – Assisted Mr W with application – Awarded
- Council Tax Discount and Exemption – SMI Issued & Carer’s Disregard – Refund of £4950.22
- Delta wellbeing - Carers discount card
- CAB referral – Claim for AA – Awarded £101.52 per week
Outcome: Better off initially by £4950.22 and £439.92 per month going forward
Customer: Mrs S.
Location: Llandovery Mart
Reason for visit: Received summons regarding Council Tax, struggling to get through to the department. Previously sent emails but hadn’t had a response.
Hwb Advisor: Emyr
- Single person discount form completed at mart and applied to council tax account same day. Credit of £1643.36 was applied to the bill. Summons cancelled
- Council Tax Reduction – Over Threshold. Remainder of bill was spread out on repayment plan and Direct debit mandate was registered £110 per month
- Referral made to CAB to claim AA. Awarded £101.75 per week
- Home adaptions phone number provided for disability grant – Hand rails put in and grab rails for outside the property
- Blue badge application submitted – Badge Awarded
Outcome: Mrs S is now better off by £440.91 per month moving forward.
Customer – Mr X.
Location: Llandeilo
Reason for visit: Mr X visited Llandeilo hwb for help the with cost of living.
Hwb Advisor: Emyr
Established that Mr X lives on a small working farm with his wife. He was suffering with poor mental health, depression and was feeling suicidal.
- Contact numbers for Mental Health Crisis team, Mind and The Samaritans added to Mr X’s phone for easy access to support if needed
- Referral to DPJ Foundation - to support with mental health specifically for the farming community - Counselling and support now in place
- Council tax reduction – 2023 bill - Saving of £929.24, 2024 bill - Saving of £1007.50
- CAB referral – Attendance Allowance claim for Mr and Mrs X - Awaiting outcome
- CAB Energy referral – Grant for Oil given for £250
- Blue badge – Permanent badge awarded
Outcome: Mr X couldn’t thank Emyr enough for the support he received at Llandeilo Hwb. He said he found it hard to open up to people but was able to with Emyr. He is now feeling a lot better knowing that he can come to Llandeilo Hwb for support.
Customer: Mr J.
Location: Llandovery Mart
Reason for visit: Attends the Llandovery mart as a way of socialising. Did not want to converse too much at the mart but was inquisitive as to what the Hwb Bach y Wlad team do.
When it was time to leave, Mr J approached hwb advisor Emyr at the back of the mart while he was loading the van. Explained that he was in financial trouble and would appreciate some help.
Emyr raised a Claim What’s Yours to be able to discuss his full situation while in the comfort and privacy of his home.
Hwb Advisor: Emyr
- Out of work due to ill health. CAB referral – on Universal Credit but needed to apply for Work capability element, referral to assist with applying for PIP for increase in benefit
- Blue badge – Application submitted and badge awarded
- Council tax reduction – Fully covered bill
- Connecting Carmarthenshire referral made – for wellbeing support
Outcome: Ongoing support continues to Mr J.
Customer: Mr M.
Location: Kidwelly
Reason for visit: Council tax enquiry, behind on payments and received a Summons
Hwb Advisor: Ffion
- Payment plan for Council tax – Summons cancelled
- Referral to budgeting officer for personal budget plan
- Council Tax Reduction – Awarded full CTR, 2023 bill – £578.75 taken off bill, 2024 bill - £2007.93 taken off and balance brought to £185.25 for the year
- Blue badge – Awarded for 3 years
- CAB referral – PIP - awarded £139.30 per week
Outcome: Mr M is now better off by £770.95 per month and feels he is in a much better position.
Customer: Mrs S.
Location: Llandovery Mart
Reason for visit: Received summons regarding Council Tax, struggling to get through to the department. Previously sent emails but hadn’t had a response.
Hwb Advisor: Emyr
- Single person discount form completed at mart and applied to council tax account same day. Credit of £1643.36 was applied to the bill. Summons cancelled
- Council Tax Reduction – Over Threshold. Remainder of bill was spread out on repayment plan and Direct debit mandate was registered £110 per month
- Referral made to CAB to claim AA. Awarded £101.75 per week
- Home adaptions phone number provided for disability grant – Hand rails put in and grab rails for outside the property
- Blue badge application submitted – Badge Awarded
Outcome: Mrs S is now better off by £440.91 per month moving forward.
Customer – Mr X.
Location: Llandeilo
Reason for visit: Mr X visited Llandeilo hwb for help the with cost of living.
Hwb Advisor: Emyr
Established that Mr X lives on a small working farm with his wife. He was suffering with poor mental health, depression and was feeling suicidal.
- Contact numbers for Mental Health Crisis team, Mind and The Samaritans added to Mr X’s phone for easy access to support if needed
- Referral to DPJ Foundation - to support with mental health specifically for the farming community - Counselling and support now in place
- Council tax reduction – 2023 bill - Saving of £929.24, 2024 bill - Saving of £1007.50
- CAB referral – Attendance Allowance claim for Mr and Mrs X - Awaiting outcome
- CAB Energy referral – Grant for Oil given for £250
- Blue badge – Permanent badge awarded
Outcome: Mr X couldn’t thank Emyr enough for the support he received at Llandeilo Hwb. He said he found it hard to open up to people but was able to with Emyr. He is now feeling a lot better knowing that he can come to Llandeilo Hwb for support.
Customer: Mr J.
Location: Llandovery Mart
Reason for visit: Attends the Llandovery mart as a way of socialising. Did not want to converse too much at the mart but was inquisitive as to what the Hwb Bach y Wlad team do.
When it was time to leave, Mr J approached hwb advisor Emyr at the back of the mart while he was loading the van. Explained that he was in financial trouble and would appreciate some help.
Emyr raised a Claim What’s Yours to be able to discuss his full situation while in the comfort and privacy of his home.
Hwb Advisor: Emyr
- Out of work due to ill health. CAB referral – on Universal Credit but needed to apply for Work capability element, referral to assist with applying for PIP for increase in benefit
- Blue badge – Application submitted and badge awarded
- Council tax reduction – Fully covered bill
- Connecting Carmarthenshire referral made – for wellbeing support
Outcome: Ongoing support continues to Mr J.
Customer: Mr M.
Location: Kidwelly
Reason for visit: Council tax enquiry, behind on payments and received a Summons
Hwb Advisor: Ffion
- Payment plan for Council tax – Summons cancelled
- Referral to budgeting officer for personal budget plan
- Council Tax Reduction – Awarded full CTR, 2023 bill – £578.75 taken off bill, 2024 bill - £2007.93 taken off and balance brought to £185.25 for the year
- Blue badge – Awarded for 3 years
- CAB referral – PIP - awarded £139.30 per week
Outcome: Mr M is now better off by £770.95 per month and feels he is in a much better position.
Customer: Mrs H.
Reason for visit: Council Tax Summons
Single mother of three children, homeowner, in receipt of Employment and Support Allowances (ESA), Personal Independence Payment (PIP) and Child Benefit struggling to pay household bills.
- Council Tax Reduction – Backdated 3 months
- Single Person Discount - Refunded £1200
- Apply for Universal Credit
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of PIP awarded
- Applied for Blue badge
- Applied for free school meals
- Applied for uniform grant
Mrs H is now £800 better off a month and no longer struggling.
Customer: Mrs M.
Reason for visit: No heating or hot water for over 3 years.
85 years old, sleeping in her coat and scarf to keep warm. No income or money to fix the boiler and said her funds have gone down to nothing since the pandemic.
- Referral to Delta Wellbeing made - NEST referral raised
- Face to face social worker appointment booked for home visit
- Food voucher issued
- Appointment was booked at the hwb for Mrs M to return with bank statements - Help to claim Council Tax Reduction (CTR), Pension Credit, Discretionary Assistance Fund (DAF) and State Pension enquiry
Upon return to the hwb: Mrs M Discovered she had over £280K in a separate savings account via her bank statement – her husband had taken full control of her finances; he passed away four years previously.
Her heating system is now fixed, Mrs M wants to make a donation to the local foodbank and a referral to CAB has been made to address the State Pension issue.
Customer: Mr S.
Reason for visit: Council Tax Summons and rent arrears.
Mr S. recently suffered a stroke, asked a friend to help him apply for Universal Credit (UC), due to lack of knowledge with completing forms, Universal Credit deemed Mr S fit for work.
- Discretionary Housing Payment – Application granted, cleared £600 arrears
- Referred to Job Centre to look at capability to work form - Claim reassessed £400 extra per month
- Temporary Council Tax reduction recalculated
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of Personal Independence Payment (PIP) awarded
- Severe Mental Impairment (SMI) – cleared the council tax debt £1440
- Blue badge awarded
- Disabled bus pass awarded
Online Referral
Three adults living in a privately rented property. Mother has dementia, brother has learning difficulties.
Tenancy in both mother and brother’s name but daughter was paying the council tax, working part time. Property in poor state of repair.
- Applied for Council Tax reduction
- Disabled band reduction – Council Tax refund of £1418.66
- Social Services referral made to support mother
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of Personal Independence Payment (PIP) awarded
- Blue badge awarded
- Severe Mental Impairment (SMI) awarded x2
- Canfod Cartref application to go on council housing register
Customer: Mrs H.
Reason for visit: Council Tax Summons
Single mother of three children, homeowner, in receipt of Employment and Support Allowances (ESA), Personal Independence Payment (PIP) and Child Benefit struggling to pay household bills.
- Council Tax Reduction – Backdated 3 months
- Single Person Discount - Refunded £1200
- Apply for Universal Credit
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of PIP awarded
- Applied for Blue badge
- Applied for free school meals
- Applied for uniform grant
Mrs H is now £800 better off a month and no longer struggling.
Customer: Mrs M.
Reason for visit: No heating or hot water for over 3 years.
85 years old, sleeping in her coat and scarf to keep warm. No income or money to fix the boiler and said her funds have gone down to nothing since the pandemic.
- Referral to Delta Wellbeing made - NEST referral raised
- Face to face social worker appointment booked for home visit
- Food voucher issued
- Appointment was booked at the hwb for Mrs M to return with bank statements - Help to claim Council Tax Reduction (CTR), Pension Credit, Discretionary Assistance Fund (DAF) and State Pension enquiry
Upon return to the hwb: Mrs M Discovered she had over £280K in a separate savings account via her bank statement – her husband had taken full control of her finances; he passed away four years previously.
Her heating system is now fixed, Mrs M wants to make a donation to the local foodbank and a referral to CAB has been made to address the State Pension issue.
Customer: Mr S.
Reason for visit: Council Tax Summons and rent arrears.
Mr S. recently suffered a stroke, asked a friend to help him apply for Universal Credit (UC), due to lack of knowledge with completing forms, Universal Credit deemed Mr S fit for work.
- Discretionary Housing Payment – Application granted, cleared £600 arrears
- Referred to Job Centre to look at capability to work form - Claim reassessed £400 extra per month
- Temporary Council Tax reduction recalculated
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of Personal Independence Payment (PIP) awarded
- Severe Mental Impairment (SMI) – cleared the council tax debt £1440
- Blue badge awarded
- Disabled bus pass awarded
Online Referral
Three adults living in a privately rented property. Mother has dementia, brother has learning difficulties.
Tenancy in both mother and brother’s name but daughter was paying the council tax, working part time. Property in poor state of repair.
- Applied for Council Tax reduction
- Disabled band reduction – Council Tax refund of £1418.66
- Social Services referral made to support mother
- Citizens Advice Bureaux (CAB) referral – Enhanced rate of Personal Independence Payment (PIP) awarded
- Blue badge awarded
- Severe Mental Impairment (SMI) awarded x2
- Canfod Cartref application to go on council housing register
