HiddenHelp support pack: organise bill support for councils, carers and advisers
How to create a concise support pack that helps a council worker, carer or adviser act without overwhelming the person with duplicated notes and referrals.
Last reviewed: 6 July 2026 · UK guidance
In brief
A useful support pack contains the person’s priorities, chosen organisations, essential evidence prompts, communication needs and next dates. It is not a download of every bill or a substitute for professional case records.
The person should approve what is included and shared. Keep facts, their own words and worker observations distinct, and remove completed or irrelevant actions.
Limit the pack to the current purpose
Use a one-page overview and a small number of action cards. If housing is urgent, do not bury the notice beneath general savings ideas. Record why each route was selected.
Minimise sensitive information
Use partial references where sufficient and avoid passwords, full bank details or medical histories. The receiving organisation can request evidence through its secure system.
Show communication and consent clearly
Record preferred channel, accessibility adjustments, supporter role and who may receive information. Consent should be specific and revisited when the pack is sent somewhere new.
Turn contacts into outcomes
After each contact, add the result, named team, promised action and follow-up date. Remove duplicate organisations and mark anything unverified.
A handover note to another worker
Use this above the pack.
This support pack was prepared with [name] for the current priorities listed. It contains only information they agreed to share. Please review the first priority, confirm what your service can do, avoid asking for documents already listed unless essential, and record the next action in accessible language.
A practical checklist
- Keep the overview to current priorities.
- Exclude unnecessary sensitive data.
- Record consent and access needs.
- Update outcomes and remove duplicates.
Check the current information
These are the most relevant official or specialist places to confirm live rules, availability and application details.
gov.uk
Open official informationgov.uk
Open official informationmoneyhelper.org.uk
Open official informationmoneyhelper.org.uk
Open official informationChoose one next action
You do not need to finish everything today. Find a relevant organisation through National Help, or save the action you want to return to in your Support Plan.
HiddenHelp explains options and helps you organise a next step. It does not decide eligibility, make awards, or replace regulated legal, medical or financial advice.