A leading North East charity says issues around the managed migration to Universal Credit is still affecting a large number of its clients with just weeks to go before the process is supposed to be completed.

Hartlepool Citizens Advice, which is part funded by British Gas Energy Trust, has reported an increase of 15% of people having to navigate the tricky process of moving benefits.

Its General Manager, Ross Brooks, says the process has left people feeling scared, stressed and overwhelmed.

The Department for Work and Pensions (DWP) is attempting to move people away from legacy benefits like Child Tax Credits, Income Support and Housing Benefit, and onto Universal Credit. Universal Credit was introduced in 2013, but constant setbacks lead to deadlines for completion being missed.

DWP now says the process will be completed by March 2026, but for the team in Hartlepool, issues keep arising.

Ross said: “Many people moving from Employment Support Allowance (ESA) to Universal Credit run into problems because the process is confusing and these are the individuals who are most likely to have minimal contact with the DWP due to the significant physical and/or mental health conditions they suffer from.

“The migration notices often leave people unsure or scared about what they’re supposed to do, and missing the deadline can mean losing all their benefits overnight. On top of that, ESA stops before the first Universal Credit payment arrives, creating a financial gap that hits disabled claimants hardest.

“The shift to a digital-only system adds another layer of difficulty for people who aren’t confident online or who struggle with the admin because of their health.”

The team at Hartlepool Citizens Advice help people with a range of issues, including energy-related problems. Ross is concerned about the increasing number of clients who are living in poor-quality housing.

He added: “Many of the properties people are living in have structural issues, such as inadequate insulation, outdated heating systems, single glazed windows, or persistent damp and mould. These conditions make it extremely difficult for households to improve their energy efficiency, even when they are motivated to reduce their bills or follow the advice we provide.

“For many clients, the problem isn’t a lack of willingness to adopt energy saving behaviours, it’s that the structure of the building simply doesn’t allow for meaningful improvements. As a result, people are spending more on heating while still struggling to keep their homes warm, safe, and healthy. This is particularly challenging for vulnerable groups, including low‑income families, private renters, and newer migrant communities who may have limited knowledge of UK housing standards or fewer options when choosing accommodation.

“Maximising income is absolutely vital, especially for households already under financial pressure. When people receive all the benefits and support they’re entitled to, it can be the difference between coping and falling into crisis. Ensuring full take‑up doesn’t just improve individual wellbeing; it reduces the wider strain on public services by preventing avoidable debt, arrears, and hardship.

“The fact that many people aren’t claiming what they’re entitled to is a significant problem. Low awareness, complex systems, and stigma all contribute to under‑claiming, meaning families miss out on essential income that could stabilise their situation. This gap leaves people more vulnerable to rising living costs, energy insecurity, and poor health outcomes.”