Building legal literacy in organisations that support people experiencing multiple disadvantage

We present a case study of specialist welfare advice and advocacy for people experiencing multiple disadvantage (i.e., a combination of homelessness, contact with the criminal justice system, substance misuse, mental ill health). Drawing primarily on qualitative interviews with staff and stakeholders, we demonstrate the need for, and success of, specialist benefits advice for this customer group. It led to substantial financial gains, providing a greater level of security and stability, which also increased the housing options available to customers. We highlight an ongoing need for greater recognition across organisations that work with customers experiencing multiple disadvantage, and that benefits (and backdated payments) are a legal entitlement of customers. Implications for policy and practice are discussed for those developing similar models with pre-existing partner organisations, including the importance of: developing confidence and a different ‘law informed’ mindset in front-line staff; advisors building relationships with staff to achieve this; preparatory work with partner organisations to develop a shared understanding of what is involved and expected of specialist advisors and partner organisations. Ultimately, a culture of legal literacy must be cultivated at the individual level (front-line staff) and the organisational level (partner host). This is particularly pertinent to progress for this customer group given the current UK cost of living crisis. Stakeholders had concerns about the future of such initiatives in the context of further funding cuts; there is a risk that legal literacy development programmes become marginalised at a time when they are most needed.