The Early Advice and Support Team is a preventative service designed to address financial hardship by tackling its wider social and health determinants.
Synopsis
The Early Advice and Support Team (EAST) provides early intervention for residents facing financial hardship by coordinating support across council services and voluntary sector partners. By integrating income maximisation, debt prevention, housing stability and wellbeing support into a single, person-centred approach, EAST prevents crisis escalation, reduces enforcement activity and improves long-term resilience, delivering sustainable outcomes for both residents and the council.
About the Initiative: The EAST Model
Background
EAST was established to respond to increasing financial hardship and cost-of-living pressures faced by Calderdale residents. Traditional service responses often addressed single issues in isolation, leading to repeated contact, crisis escalation and avoidable enforcement action.
EAST was developed as a preventative model that brings together:
- Early identification of financial risk
- Holistic financial and wellbeing reviews
- Discretionary financial support
- Strong partnership working with voluntary, community and health services.
Objectives
EAST aims to:
- Prevent debt escalation and enforcement action
- Stabilise housing and essential living costs
- Maximise household income and reduce outgoings
- Address the wider determinants of health and wellbeing
- Build long-term financial resilience rather than short-term crisis responses
How the model works
Residents are referred into EAST through council services and partner organisations. Officers carry out in-depth, person-centred financial reviews that consider income, expenditure, health, caring responsibilities and wellbeing. Support is coordinated across benefits, council tax, discretionary funding and external partners, with follow-up reviews built in to respond to changing circumstances.
Case Study: Supporting unpaid carer facing bereavement and council tax arrears
Context
Steven became a full-time unpaid carer for a friend undergoing cancer treatment. Due to the intensity of caring responsibilities, a change in household circumstances was not reported, resulting in backdated council tax arrears. By late 2024, Steven was unemployed, claiming Universal Credit and Carer’s Allowance, and experiencing significant financial stress.
EAST Intervention
Through a face-to-face holistic review, EAST:
- Applied for council tax reduction and negotiated an affordable repayment plan
- Cancelled court costs once a Liability Order was granted
- Secured Discretionary Household Support Fund and Household Support Fund awards
- Reduced ongoing costs through social tariff advice
- Linked Steven with mental health and wellbeing support
Following bereavement, EAST proactively updated changes of circumstance, reassessed affordability as Carer’s Allowance ended, and continued support during the transition.
Outcomes
- Council tax arrears cleared in full
- Enforcement action avoided
- Ongoing council tax liability maintained
- Reduced stress and improved financial stability during bereavement
Case study: Supporting financial stability during alcohol dependency recovery
Context
Jane separated from her partner and was required to make a new benefits claim and secure accommodation. She was in recovery from alcohol dependency and receiving support from Recovery Steps. Limited income and high housing costs resulted in rent shortfall, fuel poverty and food insecurity.
EAST Intervention
EAST coordinated a multi-agency response, including:
- Discretionary Housing Payment to address rent shortfall
- Household Support Fund awards for immediate hardship
- Advice on social tariffs and energy support
- Referral pathways to fuel support services
- Guidance on health-related benefits, with specialist signposting
Outcomes
- Housing costs stabilised
- Reduced reliance on crisis food provision
- Improved access to longer-term income maximisation
- Financial stability supporting recovery and mental wellbeing
Case study: Preventing debt escalation following serious ill health
Context
After serious surgery and loss of sick pay, Iain experienced sudden financial hardship for the first time. While awaiting a PIP decision, he struggled to meet rent and council tax payments and experienced growing anxiety.
EAST Intervention
EAST provided early intervention by:
- Securing a Discretionary Housing Payment
- Fast-tracking council tax reduction
- Setting up an affordable repayment plan to avoid enforcement
- Issuing energy vouchers for immediate relief
- Referring to voluntary sector partners for budgeting and mental health support
Outcomes
- Housing stability maintained
- Debt escalation prevented
- Successful PIP award improving long-term financial security
- Increased confidence and readiness to return to work
What we’ve learned
Early, holistic intervention is more effective than reactive support and regular follow-ups are essential where circumstances change. Integrating wellbeing and financial support, leads to more sustainable outcomes.
Recommendations for other councils
Embed holistic financial reviews within core council services and use discretionary funding as part of a wider prevention strategy. Build strong referral pathways with VCSE and health partners. Focus on resilience and sustainability, not just crisis resolution.
Contact
Contact for further information: Toni Kershaw, Customer Access Manager, Early Advice and Support Team (EAST) [email protected]