Supporting a Client to Resolve a Housing Benefit Overpayment

We helped a client challenge a £923 Housing Benefit overpayment, secure a DHP award, and obtain a full write-off of the remaining debt—allowing her to move forward and apply for a housing transfer.

Client Profile

The client lives alone in council property and is currently unable to work due to ongoing health conditions and following treatment for cancer.

The client is in receipt of UC with the limited capability for work related activity component and housing element.

The client would like to move closer to her family.

Housing Benefit Overpayment

The client received an invoice for £923.35 in 2025 from Lewes District Council for a housing benefit overpayment relating to the period 2018/19.

The client was very concerned and upset by the invoice as she believed that she had repaid the invoice and provided salary information to the council at the time to enable a correct calculation of benefit. The client was now unable to repay the amount, due to the change in her health and employment/ financial circumstances. The client had tried to resolve the issue with the council but had been unable to do so.

Citizens Advice reviewed the client’s paperwork attached to the case and confirmed with the client that she had made repayments for the HBOP invoice, but because they had been paid to her rent account, and not the account for the invoice, they had been refunded fully to her by LDC, and the invoice amount remained outstanding.

DHP

To support the client with the repayments, Citizens Advice submitted a discretionary housing application on behalf of the client and the client was awarded £306.00 towards the invoice by LDC.

Request for write off

Citizens Advice requested a ‘write off’, of the remaining figure of £617.35, based on the client’s health issues/hardship, and the previous mismanagement of the account. The write off for the remaining outstanding figure was awarded by LDC.

Financial Support

Citizens Advice provided the client with a HUGGs supermarket voucher from the Household Support Fund.

Feedback from Client

The client was very relieved that the matter had been resolved, and that, with the debt cleared, she would be able to request a council house transfer to move closer to her daughter.

‘Hi Helen Thanks for your email and all your hard work.