Taking away financial worry at the hardest times

“We try to take as much financial burden off as we can” - Chloe’s story

Chloe manages a team of seven benefit advisers covering the whole of Lincolnshire - a large and rural county where many people travel long distances for treatment.

Each month, the team supports around 350 referrals, helping people with life-limiting and end of life conditions and their families. Their work goes far beyond paperwork , it’s about giving people a sense of stability and dignity at a time when everything else feels uncertain.

They help patients understand what benefits they’re entitled to, complete complex forms, apply for Blue Badges, and access support for travel costs to and from medical appointments. They also help families secure supermarket vouchers, charitable grants, and help with energy and water bills.

But Chloe’s team takes a whole-family approach, supporting not just the patient but also spouses, carers, and dependents , making sure the whole household’s finances are considered and supported.

Many families in hardship can’t access help elsewhere, and the hospice team is often their only place to turn. The service is entirely funded through donations and fundraising, and the support they give can make a life-changing difference.

Chloe says her team regularly helps people who are frightened and overwhelmed by money worries, especially when illness means they can no longer work. Some even refuse treatment because of the costs involved.

Her team aims to contact people within five working days – something Chloe is proud of. “That speed really matters,” she says, “especially when someone is nearing the end of life. Every day counts.”

Despite the impact of their work, Chloe says it’s often misunderstood or undervalued.

“People think job centres or regular benefit advisers can do the same thing, but they don’t have the time or experience to support people who are seriously ill or to look at the full picture for a family.”

As Christmas approaches, the pressure on families grows. With rising energy and food costs, Chloe’s team works hard to secure supermarket vouchers and donations so families can still enjoy the festive season together.

“Taking away worry when people need it most” – Sandra’s story

Sandra has worked as a Welfare Adviser for more than 18 years. When she joined Heart of Kent Hospice 11 years ago, the hospice had no welfare service at all. Since then, she has helped build the service from scratch, ensuring that patients and families facing end of life have the financial and practical support they need.

Sandra and her team help with council tax issues, funeral costs, appeals, sick pay and employment rights, carers’ rights, probate support, advice on wills and powers of attorney, and access to bank accounts. Their help is available regardless of diagnosis, age, or stage of illness. They work with people from the moment they are referred right through to bereavement, always adapting their support to the needs of each household.

Operating across a semi-rural area around Maidstone, the team works closely with two local authorities but connects with many more when needed. One of the most impactful developments has been the introduction of a twice-weekly drop-in hub, where people can come without an appointment and speak to an adviser face-to-face.

The open approach helps people see the hospice differently, too – not as a clinical environment, but as a warm and welcoming place where they can talk, meet others, and feel supported.

What motivates Sandra every day is seeing the immediate difference her team can make. Even small pieces of advice can lift an enormous weight.

As Christmas approaches, she knows demand will increase. Financial hardship often peaks in January, when large household bills arrive and the strain feels strongest.

“Many patients say, ‘This might be my last Christmas,’ and they want to make the most of it. Our goal is to help them feel secure and supported so they can focus on what’s important – enjoying time with the people they love.”