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How to use a HiddenHelp support pack

How a support worker, carer or family member can turn HiddenHelp results into a short, consent-led action pack without creating another case-management system.

Last reviewed: 6 July 2026 · UK guidance

In brief

The pack is a practical summary, not a professional assessment or a substitute for an organisation’s own records. It should contain only what is needed for the next contacts: the person’s priorities, chosen routes, scripts, evidence reminders and agreed follow-up dates.

Build the pack with the person, not about them. Confirm what may be printed or shared, remove sensitive notes that are not relevant and keep the person’s own words where possible.

Start with the person’s first priority

Choose the issue that would make the greatest difference or prevent immediate harm. Add no more than a few secondary actions. A pack containing twenty organisations can look thorough while making action less likely. Record why each route was selected so another worker does not have to repeat the discovery conversation.

Separate facts, preferences and professional opinions

Facts might include a due date or account reference. Preferences include contact by email, avoiding morning appointments or having a supporter present. Professional opinions should be clearly attributed and only included when necessary. This separation protects accuracy and helps the person correct anything that does not reflect them.

Use evidence prompts, not document collection

List the minimum item likely to unblock each action—a bill, decision letter, tenancy notice or benefit statement. Do not copy entire medical files or identity documents into the pack. The relevant organisation can state what it needs through its secure route.

Close the loop after contact

Record the outcome in one sentence, the next promised action and the date to chase. Remove routes that are no longer relevant. The pack should get shorter as problems are resolved, not grow indefinitely.

Consent wording for a joint contact

Adapt this to the organisation’s own consent process.

I am supporting [name] with their permission. They would like me to help explain the issue and take notes, but decisions and information-sharing remain theirs. Please tell us what consent you require and address questions to them wherever possible.

A practical checklist

  • Agree the first priority with the person.
  • Include only information needed for the next action.
  • Record communication preferences and consent.
  • Update outcomes and remove completed routes.

Check the current information

These are the most relevant official or specialist places to confirm live rules, availability and application details.

Citizens Advice

citizensadvice.org.uk

Open official information
Benefits and financial support

gov.uk

Open official information

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.

Read this guide

Saved support plan: come back to your bill help later

How to use the device-local Support Plan as a small action list, preserve useful notes and avoid turning it into another overwhelming case file.

Read this guide

Deep Help Mode: when you want the full support map

How to build a fuller support map when several bills, benefits, caring responsibilities or urgent needs overlap—and a quick answer is no longer enough.

Read this guide

Choose 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.

Use National HelpOpen my Support Plan

A few closely related starting points, chosen from the same support library.

HiddenHelp support pack: organise bill support for councils, carers and advisersHow to create a concise support pack that helps a council worker, carer or adviser act without overwhelming the person with duplicated notes and referrals.Saved support plan: come back to your bill help laterHow to use the device-local Support Plan as a small action list, preserve useful notes and avoid turning it into another overwhelming case file.Deep Help Mode: when you want the full support mapHow to build a fuller support map when several bills, benefits, caring responsibilities or urgent needs overlap—and a quick answer is no longer enough.

Use this with a HiddenHelp tool

Turn the information into one manageable next step.

Open Support FinderUse a Self Help sheetBrowse life situations

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.