Case study 1 – MC
MC is a 62-year old single man who lives alone. He worked as a self-employed builder for most of his life until health issues caused severe mobility problems and pain. Although he previously struggled with his mental health, he now feels better. MC has type 2 diabetes, fused ankles, back pain, and plates in his wrist from a fall many years ago. He lives in a privately rented flat paid for by Universal Credit but was unaware of other benefits he may be entitled to.
MC approached the hubs because his freedom pass expired some time ago, leading to increased isolation as he could not afford to travel. He cannot use computers and did not know how to apply for a new pass. The ambassador booked an appointment for him and explained what was needed to complete the application, as MC was not receiving any disability benefits and did not know he was eligible for them. Without these benefits, the application for the freedom pass would be more detailed to explain his mobility restrictions.
During the appointment, the ambassador helped MC complete his disabled freedom pass application, detailing his health issues and their impact on his mobility. Clinical reports were sent to the concessionary travel team to support the application. MC said the pass would greatly help him with travel costs. He was also encouraged to apply for Personal Independence Payment (PIP) as he is likely eligible due to his severe mobility restrictions. MC will call PIP to enquire about applying, which would increase his income. He mentioned that he had not received much help in the past, which deterred him from applying sooner.
Presenting issues:
- Travel restrictions due to cost
- Increased isolation as he could not travel to places like libraries
- Low income
Interventions:
- Full assistance with applying for a disabled freedom pass
- Information on increasing income with disability benefits like PIP
Outcomes:
- Increased income through PIP and no daily travel costs
- Improved mental health due to greater freedom to visit libraries and go out daily
- Reduced social isolation
Case study 2 – AC
AC came to the hubs with his father after receiving a fixed penalty notice (FPN) in Islington, where they had parked near Moorfields Eye Hospital for an appointment. AC, who has a visual impairment, had not renewed their Blue Badge due to time spent in the hospital and used an old badge, hoping it would be okay. Unfortunately, they received an FPN, causing distress and anxiety as they could not afford it. AC and his father wanted to see if the Concessionary Travel Team of Enfield Council could cancel the FPN.
The ambassador contacted the Concessionary Travel Team, who confirmed they could not cancel the FPN but could expedite the Blue Badge renewal application submitted a few days earlier. The usual turnaround time is over 4 weeks, but the renewal was expedited at the ambassador's request. AC was advised to contact the Enforcement Department at Islington Council to appeal the FPN using a medical letter and hospital discharge summary as evidence for not renewing the badge earlier.
A few days later, AC returned to the hubs, stating they had received communication to pay for the renewed badge and were shown how to do this online. This expediated process meant they would receive their badge much quicker than if they had not used the hubs service.
Presenting issues:
- Limited time to get a new Blue Badge due to upcoming appointments
- Anxiety and distress over future FPNs and affordability
- Potential inability to attend future appointments without travel or parking
Interventions:
- Expedited Blue Badge renewal
- Assistance with payment for the Blue Badge renewal
Outcomes:
- Reduced costs as no further FPNs incurred
- Increased ability to attend medical appointments
- Improved health from attending medical appointments
- Improved mental health due to reduced anxiety and distress