Case Study: Emotional Support for a Tenant Struggling with Debt
Background
Aisha (not her real name) a 23-year-old tenant living in a rented housing association property with her cat, works as a shop assistant. While her job covers basic expenses, she has accumulated significant debt over the past couple of years due to unexpected pet medical bills and car repairs. Aisha finds herself struggling to keep up with bills and credit card payments, often using one line of credit to pay off another. The constant worry about debt is affecting her mental health, causing anxiety and sleepless nights. Feeling overwhelmed and unsure of where to start, Aisha calls the Tenant Support & Wellbeing Service for guidance on managing her financial stress and exploring possible solutions.
The Call
Helpline Operator (James):
James is a support counsellor & trained advisor with considerable experience in providing emotional assistance and connecting people with resources for financial support and debt management.
James:
“Thank you for calling into the Tenant Support & Wellbeing Service. My name is James, and I’m here to support you. What would you like to talk about today?”
Aisha:
“Hi, James. I just don’t know what to do anymore. I’m drowning in debt, and every time I try to get a handle on it, something else comes up. I feel like I’m stuck and can’t see a way out.”
James:
“I’m so sorry you’re feeling this way, Aisha. It sounds like you’ve been under a lot of pressure, and dealing with financial stress can be overwhelming. You’re not alone in this, and there are ways to help get you back on track. Would it be alright if we discussed some steps that might help relieve some of this pressure?”
Aisha:
“Sure, yes please. I just don’t know where to start.”
Key Themes Identified
- Financial Stress and Anxiety: Aisha is feeling significant mental strain due to her mounting debt and lack of resources, affecting her ability to think clearly and make financial decisions.
- Feelings of Helplessness and Overwhelm: The cycle of debt has left Aisha feeling trapped, with no clear path to improve her financial situation.
- Lack of Financial Guidance: Aisha is uncertain about where to begin or what options are available, indicating a need for debt management advice and access to financial assistance resources.
- Fear of Repercussions: Aisha’s concern about missing payments and the potential consequences of her debt add to her anxiety, reinforcing her sense of hopelessness.
James’ Response
James approaches the call with empathy and encourages Aisha to start with small, manageable steps to help ease her anxiety while providing guidance on longer-term solutions.
James:
“I can hear how overwhelming this has been for you, Aisha, and I want to reassure you that help is available. In addition to the initial support I can give to you today, I can also put you in touch with a free debt advice service for longer-term support. They can help you create an action plan based on your specific situation. How does that sound?”
Aisha:
“I think I’d like that. An action plan sounds good.”
James:
“Yes, many nonprofit organisations offer support without any fees. They can help you set up a debt repayment plan, often with lower interest rates, or even discuss debt consolidation options. Sometimes, just knowing that you have someone working with you can make the situation feel more manageable. Would you like me to send over contact details for these organisations?”
Aisha:
“Yes, please. I think that could really help.”
James:
“Of course. Another thing that can help is creating a small budget, just to see where your money is going. Sometimes, just identifying areas where you might save even a little can give you more control. Would that be something you feel up to doing?”
Aisha:
“I could try that. It might help to see it on paper.”
James:
“Absolutely, taking it step-by-step can really make a difference. If you’d like, I can also connect you with a financial coach who can guide you through setting up a budget, so it doesn’t feel as overwhelming.”
Aisha:
“That might be good. I just feel like I need someone to show me how.”
Practical Support Offered
- Signposted to Specialist Debt Advice Services: James connects Aisha with free, nonprofit debt advice organisations that can offer personalised support for managing and reducing debt.
- Budgeting Assistance: James suggests starting with a basic budget to help Aisha get a clear view of her finances, helping her regain some control over her money.
- Introduction to Financial Coaching: For additional support, James recommends a financial coach, who could provide ongoing guidance with budgeting and financial planning, empowering Aisha with skills to better manage her finances.
- Follow-Up Plan: James arranges a follow-up call in two weeks to check on Aisha’s progress and see if she’s feeling more hopeful with the support.
Outcome
By the end of the call, Aisha feels more supported and optimistic. She agrees to contact a debt advice service, try a basic budget, and consider working with a financial coach for guidance. Knowing that a follow-up call is scheduled, Aisha feels less alone in her journey toward financial stability.
Key Takeaways
- Empathy and Validation: James’ compassionate approach made Aisha feel understood, reducing the shame and isolation often associated with debt.
- Connecting to Professional Resources: James’ signposting to a specialist debt advice services provided Aisha with expert assistance and a clear path forward.
- Small, Actionable Steps: By introducing budgeting in a gradual way and suggesting financial coaching, James helped Aisha take manageable steps to improve her financial literacy and regain control.
- Further Support: James’ agreed follow-up offered Aisha further assistance, reinforcing her sense of support and accountability as she worked toward financial stability.
This case study illustrates how emotional support services can help tenants manage financial stress, connecting them with resources and providing emotional support as they work toward solutions
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E&OE.Nov24
