Securing Ashraf’s Home
Ashraf, a Westminster resident in his 80s, sought help from Citizens Advice Westminster after receiving a Notice of Seeking Possession due to rent arrears of more than £3,000. Living with his wife, who has significant health needs, and managing hearing difficulties himself, Ashraf was deeply worried about losing the home they had worked hard to maintain. Although he had always believed their Housing Benefit was being paid correctly, the arrears continued to grow and the couple faced an uncertain future.
Our Homelessness Prevention Project adviser investigated the case and quickly identified that the arrears appeared to stem from an error in the Housing Benefit assessment. Working closely with Westminster City Council, she reviewed the evidence and challenged the decision. Her investigation uncovered that Ashraf’s wife’s disability benefit had been incorrectly removed from the Housing Benefit system, leading to a reduction in their entitlement and the build-up of rent arrears.
Following our intervention, Westminster City Council reviewed the case and corrected the error. Housing Benefit and Council Tax Support were recalculated and backdated, all Housing Benefit overpayments were removed, and a £4,313 credit was applied to the rent account. The Council Tax account was also moved into credit.
As a result, the rent arrears were cleared, possession action was withdrawn and Ashraf’s tenancy was secured.
What began as a case with a genuine risk of homelessness ended with Ashraf and his wife remaining safely in their home. By identifying and resolving an error outside their control, we helped restore financial stability, protect their tenancy and provide much-needed peace of mind.
Names and some identifying details have been changed to protect client confidentiality.