Issues with digital barriers, energy and benefits are affecting both younger and older clients, say one charity in the South East.

Citizens Advice Colchester are supporting more than 5,000 people each year – with an ever-increasing number of young people coming through their doors seeking help.

Last year, the charity helped almost 350 people under the age of 30, with many finding it hard to complete the necessary paperwork to claim for things they’re entitled to.

Kerry Hackett, Energy Advisor at Citizens Advice Colchester, said: “There is a lack of knowledge about what young people can claim but the more pressing issue is the ability to complete the relevant forms and upload evidence.

“Many young people also only have access to a smartphone so even if they are capable, they often find it difficult to complete complex forms on a smartphone and have a lack of money to afford laptop or computer.”

This theme is being explored further by Citizens Advice Colchester through their partnership with the University of Essex. Students at the higher education establishment have embarked on a research project aimed at young people, carrying out semi-structured interviews with 18-32-year-olds aimed at helping the charity engage better with that particular age group.

The Colchester team are also working with lots of older clients, with many having a lack of understanding of both what they’re entitled to and how to claim it.

Kerry added: “The barrier to accessing things like Pension Credit, Attendance Allowance or Housing Benefit is definitely digital awareness. Training is useful for some people but the vast majority of the people who seek our help with online forms would not benefit from training as the knowledge gap is too great and their confidence is too low. They need an adviser to sit with them for form completion and uploading of any evidence. They also have a lack of their own equipment like a smartphone or laptop to do it.”

They are helping people like pensioner Barry*, a single male who was unaware he could claim for Housing Benefit and a Council Tax reduction. With no access to the internet or knowledge of technology, he called the team for help. The team worked through documents with him, quickly allowing him to claim for an extra £150 a week and saving him a further £100 a month – all backdated for three months.

*name changed to protect identity

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