"You're not alone": how our Money Matters team helped Mr T through a broken PIP system | News

"You're not alone": how our Money Matters team helped Mr T through a broken PIP system 

When Mr T was referred to our Money Matters team by our Rent Support colleagues, he was struggling on two fronts: his finances and his mental health. He'd seen information about Personal Independence Payment (PIP) on TV and knew it might be able to help him, but the application process felt overwhelming, and he didn't know where to start. 

His story is a powerful example of what the right support, at the right time, can do - and it lands at a moment when the government's own review has just confirmed that PIP, as it currently stands, isn't working the way it should. 

Mr T's journey 

Our Rent Support team was in contact with Mr T about difficulties with his rent. In talking things through, they identified that he may be entitled to financial support he wasn't yet accessing and referred him on to our Money Matters team. 

The Money Matters team got in touch and talked Mr T through the entire PIP process from start to finish. Rather than leaving him to face a lengthy, complex form alone, the team completed the paperwork with him, gathering all the information needed to properly reflect his circumstances. 

The team stayed with Mr T through his PIP assessment, supporting him every step of the way. He was awarded the benefit, and our team will continue supporting him to manage his debts going forward. 

In his own words: 

"I wouldn't have done it myself. The form completely overwhelmed me and, because of my mental health, I would have given up. Weaver Vale helped me every step of the way, from filling in the forms to supporting me through the assessment.  

“The service was 10 out of 10. There are good people out there, and you're not alone. Everyone needs support every now and then. They can help you out of debt and through difficult situations." 

Why stories like this matter right now 

Mr T's experience - a process so overwhelming that, without support, he'd have simply given up - is far from unique. This is a problem the government has now admitted, too. In July 2026, a major review of PIP found that the system is "not fit for purpose," meaning it is not working properly. The review was led by Sir Stephen Timms, and over 38,000 people shared their views and experiences as part of it. 

The review found that PIP does help many people, giving them money to cover the extra costs of being disabled. But it also found that the process itself can cause problems. Many people said the assessment - the meeting where you talk about your health - made them feel worse, not better. 

This is exactly why our Money Matters team is here. If a form is so hard that someone gives up, that is a problem, and until the system gets better, our team can help fill that gap by supporting people to get what they are entitled to. 

In the last 3 years we have supported 466 customers to successfully claim PIP. In this period, this secured £2,487 million in extra income for these customers. 

Our support includes supporting customers to complete the application, attending the health care assessment with the customer and on the rare occasion it is not awarded at this stage, we prepare and attend the tribunal in court with the customer.  

The government plans to suggest changes to PIP later this year, in autumn 2026, so things may change. But for now, our message is simple: if you are struggling, you don't have to do it alone. 

If you're struggling with a PIP application, or anything else our Money Matters team is here to help - whether that's supporting a benefit application, helping you manage debt, or simply talking through where to start. 

Get in touch with our team today by calling by calling 0300 303 9848, emailing rentfirst@wvht.co.uk or visiting here