About CHAC
CHAC is a grass roots centre, founded in 1990 with an aim to relieve the poverty of the inhabitants of Tees Valley. by providing: one to one advice with a caseworker on statutory rights to people who are homeless,threatened with homelessness or living in poor conditions. We cover all ranges of welfare and housing benefits available; and all types of debt and arrears .
We are the main Charity in Tees Valley which provide free representation in person at Welfare Appeal Tribunals and before County Courts, which includes all required preparations and submissions. The main issues for appeals that people have come seeking assistance with is around disability benefit appeals, primarily Personal Independence Payment (PIP) where the Department for Work and Pensions (DWP) has refused an award or reduced an award as well as Employment and Support Allowance (ESA) where the Department of work and pension ( DWP) have determined someone is fit for work.
Outreach caseworkers make home visits and carry out neighbourhood advice sessions to people with mobility needs, dementia , mental health problems, sick or disabled, aged over 65, and those who have problems of a personal or potentially embarrassing nature.
We also provide training placements and support for prisoners during their resettlement programs and young people at risk to remove their barriers to employment and help them to settle back in the community. Over 50% of Chac’s volunteers comes from this client group.
We also provide advice and referral services for refuges on what they can apply for if they are subject to immigration control for benefits and services.
Our beneficiaries
General public, elderly, people with disabilities or mobility needs, housebound, people with mental health problems, dementia (all staff are dementia trained), disadvantaged/disaffected people, young unemployed, ex-offenders, prisoners, probation services and special needs training services, rurally isolated, and carers.
Where we work
- Main offices in Middlesbrough town centre
- Local community hubs spread over the 14 most deprived wards in Tees Valley
- Home visiting services covering Tees Valley
Tees valley include the unitary authorities of (Middlesbrough, Stockton-on-Tees, Hartlepool, Darlington and Redcar and Cleveland). CHAC training placement for the hard-to-reach adult attracts beneficiaries from all over the Northeast.
Area description
The context to the work of CHAC is its location in Middlesbrough , an urban area of high deprivation and currently ranked as the fifth most deprived local authority area in England. The area suffers from a high crime rate (highest in England ) much of which is linked to drugs and alcohol related issues. The context is thus one of the indicators of poverty, such as poor housing, debt, high substance abuse, poor mental and physical health and low educational attainment. Many people are caught in the credit and loan culture, which has led to the increase of personal debt amongst local people. Middlesbrough has a higher proportion of asylum seekers than anywhere in the country, with one refugee for every 152 people.
Being situated right in the centre of town has its advantages, however on Sunday the 3rd of August 2024, we found that our building was right in the path of a protest which included many rioters who wreaked havoc on the town. We were so worried about our Staff, clients, and our building. Thankfully we went unscathed as damage to either would have resulted in a terrible time for us and disaster for the most vulnerable in society who depend on us. Staff were kept informed during this time and worked from home until the situation was deemed to be safe.This also protected our clients some of whom are newly sanctioned legal immigrants needing help to start out and people of all nationalities.We changed working tactics but we didn’t stop.
Our track record and impact
CHAC’s impact is significant to both the individual client, their families and dependents, and to the wider community. We have helped secure millions of pounds in unclaimed entitlements for our clients. This has resulted in a significant reduction of worry and fear, an improved standard of living for the recipient and a substantial impact on their community i.e. bills being paid, rent being paid, homes being maintained, revenue to local shops etc. The overall effect of this results in jobs being created which in turn benefits both the beneficiary and the local community.
We have 34 years’ experience in delivering this type of work in the local community and helped over 290,000 people since our foundation in 1990. The quality of our advice is assured and regulated in several ways, we are a member of Advice U.K and regulated by the Financial Conduct Authority. (FCA)., recognizing excellence Ltd carry out two yearly external audits covering all aspects of our work to retain their Advice Quality Standard (AQS) award (previously known as the legal service commission quality mark), and by the quality of advice assessments developed between all the local advice partners (Middlesbrough advice partnership MAP) to ensure uniformity and consistency throughout the local advice work sector.
The charity has retained its AQS accreditation up to 31 July 2026. Organisations that hold the standard has demonstrated that they are easily accessible, effectively managed, and employ staff with the skills and knowledge to meet the needs of their clients. The provision of an assured quality service does mean a significant investment in staff time, resources, and employment of outside consultants to carry out internal audits, not just at the application stage, but also on an on-going basis.
Our Trustees and Staff
The trustees come from the local community and between them have more than 120 years’ experience in Law, Human Resource, Accountancy, Public Health and Social Welfare. The trustees meet on a regular basis to discuss issues of importance such as performance and financial targets, review the risks to which the charity is exposed, and ensure appropriate controls are in place to provide reasonable assurance against fraud and errors.
All our paid staff and volunteers have the appropriate experience training and accreditation to provide our services. The centre managers have between them over 45 years’ experience in managing the charity resources, including fundraising, maintaining access to the service, accreditations and its commitment to quality and meeting clients’ needs.
We are very proud to say we didn’t close even for a day during the Corona virus outbreak. None of our Staff were furloughed, instead we just resorted to working by telephone, with staff working from their homes. We thought that we would be needed more than ever and so adapted to the new ways. The team are now much stronger both individually and collectively. The charity has benefitted enormously by the changes we have made to our working routine and to our office. It has been hard work for all but well worth the result.
Our partners
CHAC is connected into the service environment in Tees Valley and has strong links into agencies such as probation, Job Centre Plus, housing, and voluntary sector providers. CHAC is a founding member of the Middlesbrough Advice Partnership (MAP), formed in 2009 and made up of the Middlesbrough Citizens Advice Bureau, Age UK Teesside, Actes (Achieving change through enterprising solutions), Middlesbrough Council Welfare Rights Unit and Middlesbrough Council. MAP is a developmental partnership, which creates referral routes, shares best practice, develops joint projects, makes effective use of members combined resources and provides an electronic forum for the public and users to voice their views on how we can improve our services and provisions.
Monitoring
We use a licenced cloud database system nationally known as CharityLog which enables the teams and supervisors to monitor the work that is in place, enabling continuity of service and a comprehensive database should the original caseworker be unavailable. Details from a client’s first contact are recorded including name, contact number, nature of the call, and type of help required. When the client arrives for the interview further information will be taken in line with GDPR, such as, ages, ethnicity, household composition, employment status, presenting problem, method of future contact, completion of authorisation letters on the client’s behalf and anything additional pertinent to the case.
We measure our success by
- Number of clients benefited directly and indirectly.
- Money gained for clients (unclaimed benefits, successful representation at Tribunals).
- Conditions improved (disrepair, needs and occupancy).
- Homelessness prevented (illegal evictions, repossessions, debt prevention).
- Reducing social exclusion (increased mobility income, winter fuel allowance, social assistance funding to supplement their income in the absence of retirement savings).
- Percentage reductions in repeat enquiries from previous year (this is an indication that the service preventative measures for advice are working).
Impact
We measure our service Impact directly from information received from clients’ feedback questionnaires, which were completed by clients when files are closed by ticking one box only and asking, “which had the most impact”.
-Reduced Social exclusion
-Improved quality of life
-Improved health/mental health
Charity Reserve and Finance
In the last three years 21% approximately £63,000 of our yearly income came from Middlesbrough advice partnership contract with Middlesbrough Council to provide 1:1 welfare advice for the people of Middlesbrough in different community hubs (about 12 in total) and 24% (£ 72,000) comes from providing on the Job training for ex-offenders and young people at risk, and 22% , 65,000 from the Lottery , 33%, (£100,000), comes from time limited grants. The charity cash reserve averages £150,000 equivalent to 6 months running cost.
Who Support us
In last three years the charity was supported by : Henry Smith Charity, Garfield Weston Foundation, 29th May 1961 Charitable Trust , The National Lottery Community Fund”, Souter Charitable Trust , Hilden Charitable Fund , Lottery community Fund , A B Charitable Trust , Middlesbrough Council , Charles & Elsie Sykes Trust , Newcastle Building Society Community, Rothley Trust ,Tudor Trust, Charles Hayward Foundation , Hadrian Trust , Swan Mountain Trust , Allen Lane Foundation, Archer Trust , Edward Gostling Foundation, Albert Hunt Trust, Barbour Foundation,,William Leech Charity, William Webster Charitable Trust,, 1989 Willian Trust, Tyne and Wear Community Foundation, Evan Cornish Foundation , Rank Foundation , Awards for All England ,People's Postcode Trust -neighbour, Speedomick Foundation, Durham Community Foundation ,Charitable G Payroll Giving.
For more information on the Charity success and impact on the Local community please see our most up to date annual report and accounts . link below.
https://chac92.co.uk/wp-content/uploads/2024/02/CHACannualReport.pdf
More about CHAC services
Website: https://chac92.co.uk
Short Video : https://www.youtube.com/watch?v=0BCT-b9jGa8
Facebook :https://www.facebook.com/people/Cleveland-Housing-Advice-Centre/61557360376892/?sk=videos
What we need your support for
Project Title: Financial wellbeing focusing on the Elderly
The ever-changing economic climate has certainly influenced the problems that we have had to deal with. The change in the benefits system and the introduction of Universal credit has had a major effect on the local community, resulting in some people losing benefits and many having periods of uncertainty whilst they are waiting for benefits. When you are already on the breadline it doesn’t take much to cause problems.
We have seen recipients terribly confused about what they are now entitled to and really struggling to feed their families due to delays in payments. The use of local food banks has increased, and we are thankful that we can help sort things out and get families back on track.
Sadly, financial problems and mental health are a marriage made in hell. Each ride off the back of the other. The net result is that hugely disproportionate number of people with mental health problems face severe debt crisis. Not just because poor money management, impulse and emotional control are often symptoms of mental health problems but because these health issues hit income too. For too many people, mental illness and debt come together in a spiral of distress that can carry a heavy cost. Therefore, it is crucial we provide these services to ensure that someone with temporary mental health problems doesn’t experience permanent financial distress.
CHAC’s face to face outreach and home visiting services aims to increase access to free. advice and free representations and provide practical help and support for old people aged 65 and over with mobility needs, mental health problems, minority ethnic, sick or disabled, those who have problems of a personal or potentially embarrassing nature, rurally isolated, in debt, and to their carers and partners.
The Demand on this service is increasing by 25% per year and will continue to increase during 2024 /2025 due to the following facts: -
- More and more aged people will go into debt due to the soaring energy bills and current economical confusion.
- More and more aged people will cut down their recreational activities to meet the current increase in their basic needs.
- More and more aged people will become housebound due to high cost of petrol and transportation.
- New legislations and universal credit.
The main aim of this services is to ensure that old people can take control or keep control of their finances particularly during this difficult period, help to keep them secure in their homes and allow them to focus on other issues such as their own health or that of their family members.
The service includes raising money for clients from new entitlements, successfully challenge decisions to remove entitlements or helping them to keep existing entitlements.
The service uses highly trained advisors and volunteers and ensures individuals receive support across various welfare system aspects. Key offerings include
Welfare benefits with caseworker
- Benefit Checks
- Furnishing information on available welfare benefits and eligibility criteria.
- Providing guidance to navigate the complex welfare system.
- Conducting personalized assessments based on individual or family circumstances.
- Analysing income, living expenses, and relevant factors to pinpoint suitable benefits.
- Helping in completing application forms.
- Providing support in preparing for interviews or assessments.
Appeals at welfare benefits Tribunals
- Assisting individuals in filing appeals and providing advocacy during appeal hearings.
- Extending support to resolve issues related to benefit delays or incorrect payments.
Housing advice and supports
- Homelessness and re-housing (particularly accessing social housing)
- Possession and repossession matters.
- Representation and support related to Housing Benefit.
- Cases involving disrepair and substandard living conditions.
Debt advice in affiliation with community money advice
Debt advice work is life changing. It’s not just about money, it is about enabling people to escape from circumstances that have blighted their lives. In September 2023 CHAC concluded an affiliation agreement with Community Money Advice Network (CMA), giving CHAC access to their resources, including training to provide a more comprehensive debt and money management advice in our local community, in particular areas of high deprivation, through a dedicated Debt Advice Centre based in CHAC’s main town office providing the following services :
- Representation at County Court eviction hearings to help clients avoid homelessness.
- 1:1 debt advice to clients with debt issues and identify options for resolving and/or taking control of their financial circumstances covering the full range of debt options e.g. informal arrangements, IVAs, DROs, bankruptcy, etc.
- Assisting clients to prepare their financial statements.
- Negotiating by letter, telephone, email or in person with all creditors and other agencies that affect the client.
- Advising clients on ways of maximising income and minimising expenditure
- Financial planning during transitions between welfare benefits or changing circumstance.
- Income and expenditure management coaching
- Energy savings advice
- Energy, fuel and food vouchers
Referrals to other services
- Collaborating with community organizations for holistic support.
- Making referrals to mental health services, healthcare, or educational programs
Case studies :-
The case studies in this section are true, and good for describing and understanding the different aspects of our work and in presenting them in this section we have made sure that people featured in these case studies cannot be identified for data protection compliance. For example, age, gender, ethnicity, marital status, and detailed medical conditions only stated if relevant to the case outcome. We have not linked each case to a specific caseworker, to make sure clients cannot be identified: -
Severe learning disabilities – Personal Independence Payment (PIP)
The client required help to complete their work capability assessment and PIP assessment forms. The client has severe learning difficulties and as such is not able to read nor write, despite people trying to teach them. The client’s partner must complete their UC Journal for them each month because of this. The caseworker managed to get the DWP to agree the client Limited Capability for Work and Work-Related Activity in Universal Credit (so no longer needing to search for work). The DWP prior to an appeal hearing agreed with the caseworker that the client is not able to do anything safely and independently and have awarded the client Enhanced Rate for Daily Living and Enhanced Rate for Mobility, which results in a back payment of around £6,263.35 and will then receive £691.00 every four weeks going forward. Hopefully both the Client and partner will be able to continue without the added worry of completing forms and without worry of being penalised for not completing job search journals.
Mental health (extreme anxiety) - PIP
The client first came to our organisation very anxious and having no trust in the benefit system, in particular no trust in the DWP. Client suffers from extreme anxiety and brain damage; client had tried to claim PIP in the past a couple of times but unfortunately was unsuccessful. The caseworker supported the client to initially make the claim via phoning the DWP for a form, they then filled the form out with the client and supported them through a lengthy telephone assessment. The caseworker had many talks reassuring and calming the client when their anxiety was heightened. They were awarded £71 per week Enhanced Mobility and £68.10 per week Standard Daily Living with a back payment of £1946.Without our help client would not have been able to navigate the application process and would have missed out on entitlement.
Severe health disability-income & homelessness
Client works thirty hours a week and is currently awaiting a major organ transplant. Following a Section 21 no-fault eviction they are homeless and sofa surfing. Due to all these factors, the client wished to cut back working hours due to fatigue. The caseworker assisted the client by working through the process of claiming Universal Credit, looking at various cut off points and the effects these would have on their income. The aim being to cut hours to a level the client could manage without suffering further financial distress. The caseworker discussed Disability Benefits, including PIP, ESA, and SSP as well as discussing helping the client with their housing issues. The caseworker put the client in touch with other inhouse caseworkers for further support with this issue. The Client gained £140 a week in Universal Credit which allowed them to reduce their hours at work and we were successfully able to help the client to a suitable accommodation.
Severe health and mental health conditions - Home Visit - PIP
The caseworker attended a home visit to assist in filling in a PIP form, as client had recently been discharged from hospital after spending several weeks in Intensive Care. The client was not able to leave the house as they were still severely unwell. They had many health conditions along with a substantial amount of medical evidence. The client did not want to talk to an assessor about their health and became terribly upset at the thought of it. Despite the clear medical evidence and the client’s severe health and mental health conditions the DWP still decided they had to participate in a telephone medical assessment which the client found too intimidating and stressful. However, with our help during the assessment, the client was awarded £101.75 per week Enhanced Daily Living and £71 per week Enhanced Mobility with a back payment of £2073.
Mental and physical health issues. Illegal eviction due to rent arrears.
The client was referred for housing support, whilst they were dealing with mental and physical health issues following a traumatic incident two years ago. The client faced challenges in temporary accommodation, including a recent house fire, security issues, and pressure to return to an inadequately repaired property. Additionally, the client confronted threats of eviction due to rent arrears not lawfully due under the main tenancy agreement. CHAC's intervention featured a comprehensive assessment, risk evaluation, property review, and collaboration with the housing provider for repairs. Efforts included emergency heating support, resolution of rent arrears, and referrals for occupational therapy, social work support, and the 'Changing Futures' program. Client feedback highlighted trust in CHAC and collaborative efforts, showcasing the effectiveness of a holistic approach in improving living conditions and well-being amidst complex challenges.
Council Tax Arrears-Neither client speaks English. Use of Language Line
Client attended a hub venue with partner for advice regarding an outstanding balance on a Court Summons for Non-Payment of Council Tax Arrears for the sum of £1,110.00 including Court Fee. A hearing date had been set for the clients to attend if the balance was not paid immediately. Neither client spoke English, so the caseworker contacted Language Line for interpretation and discussed the outstanding balance on the account in a five-way conversation with both clients, interpreter, Council Tax adviser and caseworker. The appointment lasted for 2 hours 30 minutes to discuss a solution agreeable to clients to avoid Court Attendance and reach a payment plan. Information provided by Universal Credit was checked thoroughly, the Housing Element was disregarded but all other elements were included in the assessment which allowed for a 36% Discount of their Council Tax bill. All details and calculations remained correct, and the clients agreed to a payment plan which if the client made all payments on time would ensure the balance is cleared before next bill was due.
Challenging DWP wrong Tribunal decision
The client came to seek help with claiming PIP. They had previously lost their Tribunal Hearing and had wanted to make a new claim. The caseworker sat with the client and their teenage child who acted as interpreter. The client suffered from an array of physical health conditions. The result was that following our assistance in completing a new claim form an outright award of Enhanced Rate for both Components was made. The client received more than £8,000 in back payments and gained an ongoing income of £691 every four weeks.
Mental health - Debt
The client separated from their partner and was living rent free with their parents. The client was very distressed and agitated, and has a chronic physical condition, anxiety, stress, and depression for which they receive PIP and Employment and Support Allowance. The client had a debt to a creditor for which they were jointly liable with their ex-partner. The client had contacted the creditor and offered half of the outstanding debt to try and settle the matter, but this was refused. The client was unaware that, as they had jointly taken on the debt, they were liable for the whole debt if creditors cannot get in contact with the other debtor. The caseworker obtained all the information about the client’s health conditions and impact of the debt on the client’s health. The client was referred to a debt adviser by telephone who agreed to investigate and negotiate with the creditor to pursue the client’s partner for balance. The client, in meantime, will pay the minimum payment for the debt negotiated by the caseworker. The client was now less anxious and depressed after the referral to pursue
partner for the balance. The client feels that their mental health will improve because of support received.