I carried out an arrears counselling session with Mrs S, She is a business client. She has stopped trading as a self-employed photographer. There has been a massive change in her personal circumstances due to her health conditions and she has gone from having a successful business to being on JSA. Mrs S is also finding it difficult due to being a single parent.

She was paying us a regular monthly amount of £100 and this was whilst she was working at an electrical retailer. She has lost her job there as it was temporary and has now ended up on JSA. In the arrears meeting we carried out a calculation of her income and expenditure she brought in proof of her benefits and bank statements. Having listened to her circumstances and reviewing all of the documents we agreed to reduce her payments to an affordable amount. The customer was happy with this and she agreed to pay us more when she can and if her circumstances change when she finds a job.

The customer was very upset and emotional because of her circumstances, but at the end she was pleased with the arrangement and thanked me for listening and offering the support and the new arrangement. She was advised to stay in touch and we will review the account in June 2011.

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