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SECONDARY SUPPORT

PRACTICAL GUIDANCE TO HELP YOU NAVIGATE SYSTEMS, PAPERWORKS AND PROCESSES

What Secondary Support Means

Secondary Support focuses on the practical challenges people face when dealing with public services, applications, and complex systems.

Many people struggling with safety, safeguarding, or emotional wellbeing are also:

  • overwhelmed by forms

  • confused by official letters

  • unsure what evidence is needed

  • struggling to communicate with services

  • experiencing delays, refusals, or no response

Secondary Support exists to help people understand, organise, and follow through — without judgement, pressure, or unnecessary escalation.

We work alongside safeguarding, safety, and wellbeing concerns, recognising that practical stress often worsens emotional distress and risk.

HOW WE SUPPORT YOU

Across all Secondary Support areas, we help by:

  • Explaining letters, emails, and decisions in plain language

  • Helping complete forms step-by-step

  • Supporting evidence gathering and organisation

  • Helping draft clear written explanations

  • Guiding people through online portals and applications

  • Supporting follow-ups, appeals, and next steps

  • Staying involved until a process reaches a clear outcome

We do not submit applications on your behalf, but we support you throughout the process, ensuring you understand what is being asked and what to do next.
 

Benefits Advice & Universal Credit Support

Common challenges people face

People often struggle with:

  • understanding what benefits they may be entitled to

  • completing Universal Credit applications

  • responding to journal messages

  • providing the “right” evidence

  • dealing with delays or sanctions

  • understanding decisions or refusals

  • Fear, stress, or safeguarding concerns often make this even harder.

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HOW WE HELP

We support individuals by:

  • explaining different benefit types and eligibility

  • helping complete online applications step-by-step

  • explaining journal messages and official letters

  • helping prepare written responses

  • supporting evidence organisation (medical letters, statements, proof of circumstances)

  • guiding people through change-of-circumstances updates

  • explaining next steps if a decision is unclear or unfavourable

  • We help people feel confident and informed, rather than lost or intimidated.

DISABILITY ALLOWANCE & HEALTH RELATED BENEFITS

Common challenges people face

People applying for disability-related benefits often experience:

  • difficulty explaining how their condition affects daily life

  • uncertainty about what “counts” as evidence

  • anxiety around assessments

  • fear of being misunderstood or disbelieved

  • repeated rejections or confusing decisions

These processes can feel especially overwhelming for people already dealing with stress, trauma, or mental health challenges.

How we help

We support individuals by:

  • explaining how disability benefits are assessed

  • helping people describe their daily difficulties clearly and accurately

  • guiding how to answer form questions in a meaningful way

  • helping organise supporting documents (GP letters, specialist reports, care notes)

  • preparing people for assessments by explaining what to expect

  • helping understand decisions and next steps

Our focus is on clarity, confidence, and fair representation of someone’s lived experience.
 

HOUSING ADVICE & HOUSING RELATED SUPPORT

Common challenges people face

People seeking housing help may be:

  • facing eviction

  • living in unsafe or unsuitable accommodation

  • dealing with disrepair

  • navigating council housing systems

  • unsure what rights or options they have

Housing stress often sits alongside safeguarding, domestic abuse, or wellbeing concerns.

How we help

We support individuals by:

  • explaining housing processes and terminology

  • helping understand council letters and notices

  • guiding how to complete housing forms and applications

  • helping organise evidence (notices, correspondence, medical letters)

  • supporting communication with councils or housing providers

  • helping people understand what options exist and what steps may follow

We focus on reducing confusion and helping people feel more in control.
 

EMPLOYMENT SUPPORT & CV BUILDING


People may be:

  • returning to work after illness or crisis

  • lacking confidence

  • unsure how to explain gaps in employment

  • overwhelmed by job applications

  • unfamiliar with online job systems
     

Common challenges people face

How we help

We support individuals by:

  • helping create or update a basic CV

  • explaining job descriptions and requirements

  • guiding job searches and applications

  • helping prepare for interviews

  • signposting to training or employability programmes

  • supporting people to rebuild confidence

This support is especially helpful for those recovering from safeguarding concerns, illness, or long-term stress.

COURSES, TRAINING & SKILLS DEVELOPMENT ADVICE

Common challenges people face

People may want to:

  • improve skills

  • access training

  • change career direction

  • understand funding options

  • return to education after disruption

How we help

We support individuals by:

  • helping identify suitable courses or training routes

  • explaining application processes

  • supporting funding or grant understanding

  • helping people plan realistic next steps

  • signposting to trusted education providers

Our approach is practical and tailored — no pressure, just guidance.
 

IMMIGRATION INFORMATION & PRACTICAL GUIDANCE

Common challenges people face

People often struggle with:

  • understanding immigration routes

  • knowing which forms apply to them

  • organising documents

  • responding to Home Office letters

  • fear of making mistakes

How we help

We support individuals by:

  • explaining official guidance in plain language

  • helping identify relevant forms and routes

  • supporting document organisation

  • helping draft clear personal statements

  • signposting to qualified legal advisers where required

  • helping people prepare for appointments

We do not provide legal advice, but we help people feel organised, informed, and supported

Ongoing Support & Follow-Up

We understand that many processes take time.

Where appropriate, we offer:

  • follow-up sessions

  • check-ins to review progress

  • support responding to new letters or requests

  • guidance until a clear outcome is reached

You are not expected to manage complex systems alone.
 

​Closing reassurance

Practical problems should not stop people from feeling safe, supported, or understood.
We help you navigate systems step-by-step — with clarity, patience, and respect.

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