Author: Society Matters

The honour recognises Alison’s outstanding leadership and impact over a sustained period, both through her work with Citizens Advice Gateshead and more widely in shaping innovative, compassionate responses to some of the region’s most pressing social challenges.

Under Alison’s leadership, the organisation has led a remarkable transformation and has grown into the Society Matters Group, bringing together Citizens Advice Gateshead, Society Matters CIC, the Society Matters Foundation and Suitability under a single, shared vision to empower people to make informed decisions and improve lives.

Her leadership has been recognised both regionally and nationally. Alison has been named Charity Leader of the Year at the North East Charity Awards, Business Leader of the Year at the Inspiring Female Awards, and Levelling Up Leader at the Northern Power Women Awards, reflecting her influence as a leading voice for social justice and inclusive growth in the region.

Alison has also spearheaded a number of high-profile initiatives that have delivered meaningful change locally and nationally. These include the Warm Spaces initiative, launched in response to the cost-of-living crisis and now replicated across the UK, alongside wider work to tackle fuel poverty and support vulnerable communities.

She has also championed progressive approaches to employment and organisational culture, including the introduction of a permanent four-day working week and the organisation’s move to become a Real Living Wage employer, improving staff wellbeing and organisational performance.

Alongside this work, Alison is widely recognised for her values-led leadership, bringing together partners across sectors to address inequality, improve access to support, and strengthen services across the North East. She is also the host of This Is The North, a podcast supported by the Society Matters Foundation that explores the issues shaping communities across the region and amplifies voices driving change.

Alison Dunn, Chief Executive of Society Matters Group, said:

I am incredibly honoured to receive this recognition, but this award does not belong to me alone. It reflects the dedication, compassion and hard work of the people I have the privilege to work alongside every day.

Everything we have achieved has been a collective effort, driven by colleagues, partners and communities across the region who are committed to making things better for others.

The North East is a place of resilience, kindness and strength, and it is that collective spirit which inspires everything we do. I am proud to be part of it.

Barry Taylor, Chair of Trustees at Citizens Advice Gateshead said:

We are immensely proud of Alison and this well-deserved recognition. Her leadership has shaped not only our organisation, but the wider conversation around how we support people, communities and systems to work better for everyone.

Her ability to combine values, innovation and impact has set a standard for what leadership in our sector can and should be. This honour reflects the scale of that contribution and the difference it has made to thousands of people across the North East and beyond.

Society Matters Group continues to build on this work, strengthening its role as a regional and national voice on social welfare, inequality and lived experience, and working in partnership with organisations across sectors to drive meaningful, lasting change.

Thousands of workers across the UK use their own vehicles for work every day — from care workers and housing officers to trainers, advisers and outreach staff. For years, many have argued that mileage payments simply haven’t kept pace with rising fuel, insurance and maintenance costs.

The government has now confirmed that the Approved Mileage Allowance Payment (AMAP) rate for cars and vans will increase from 45p to 55p per mile for the first 10,000 business miles travelled each tax year. The rate above 10,000 miles remains at 25p per mile.

Importantly, the change has been confirmed as being backdated to 6 April 2026, the start of the 2026/27 tax year. (gov.uk)

Why was the mileage rate increased? 

The change follows growing pressure from unions, charities, care organisations and financial campaigners who argued that the previous 45p rate no longer reflected the real cost of using a vehicle for work.

Over recent years, drivers have faced significant increases in:

• Fuel prices
• Insurance premiums
• Servicing and repairs
• Tyres and maintenance
• General cost of living pressures

Many organisations warned that workers — particularly those in social care, housing, welfare support and outreach roles — were effectively subsidising work travel themselves.

There were also concerns that low mileage rates were contributing to recruitment and retention challenges in sectors where staff are expected to travel regularly between appointments and communities.

The government said the increase is intended to better reflect the real cost of business travel and provide additional financial support for workers using their own vehicles for work purposes.

What are HMRC mileage rates? 

HMRC mileage rates are the tax-free amounts employers can pay staff who use their own vehicle for qualifying business journeys.

The payment is intended to help cover:

• Fuel
• Wear and tear
• Insurance
• Servicing and repairs
• Vehicle running costs

If employers pay at or below the approved HMRC rate, there is normally no tax or National Insurance to pay on the reimbursement.

Current HMRC mileage rates for 2026/27 

Vehicle Type     First 10,000 Business Miles      Over 10,000 Miles 
Cars and vans       55p per mile                                          25p per mile
Motorcycles          24p per mile                                          24p per mile
Bicycles                  20p per mile                                         20p per mile

Employers can also pay an additional 5p per mile for each colleague carried as a passenger during a work journey.

Who is eligible? 

The mileage allowance is generally available to employees and some self-employed workers who use their own vehicle for qualifying business travel.

Eligible journeys may include: 

• Visiting clients or customers
• Travelling between work locations
• Outreach and support visits
• Attending meetings or training away from a normal workplace
• Travel to temporary workplaces

Journeys that are usually not eligible include: 

• Normal commuting between home and a permanent workplace
• Personal journeys
• Travel using a company vehicle under a separate fuel or mileage arrangement

HMRC makes a distinction between ordinary commuting and genuine business travel. In most situations, travelling from home to a normal office or workplace will not qualify.

Case Study – How the New Mileage Rate Works 

Sarah works for a community support organisation and regularly visits clients across the region using her own vehicle.

She travels approximately 8,000 business miles each year.

Before the change (45p rate) 
8,000 × 45p = £3,600

After the change (55p rate) 
8,000 × 55p = £4,400

Difference 

Sarah receives an additional:
£800 per year tax-free 

For many workers, this extra support could help with rising fuel costs, vehicle repairs and household expenses.

Can the increase be backdated? 

Yes. The increase has been confirmed as being backdated to 6 April 2026.

This means workers who completed eligible business mileage from that date may now be entitled to the higher 55p rate.

If an employer has already reimbursed mileage at the previous 45p rate since April 2026, they may choose to make a top-up payment for the difference.

Example 

Emma completed 2,000 business miles between April and May 2026 and was originally reimbursed at 45p per mile.

• Amount paid: £900
• Amount due at new rate: £1,100

Difference owed: 
£200 
Employers may now reimburse the additional amount tax-free.

What if an employer pays less than the HMRC rate? 

Some employers may still choose to reimburse below the approved HMRC mileage rate.

If this happens, employees may be able to claim Mileage Allowance Relief from HMRC on the difference.

Example 

James drove 5,000 business miles.

• HMRC approved rate: 55p
• Employer paid: 35p

Difference:
20p × 5,000 miles = £1,000 shortfall

James may be able to claim tax relief on the £1,000 difference through HMRC.

It is important to remember this is tax relief — not repayment of the full shortfall amount.

Keeping accurate records 

Workers should keep accurate mileage records including:

• Dates of journeys
• Start and destination locations
• Purpose of the trip
• Total business miles travelled

HMRC may request evidence if a claim is reviewed.

Many organisations now encourage the use of digital mileage logs or mileage tracking apps to help staff maintain accurate records.

Overall, the increase in the mileage allowance is likely to be welcomed by many workers who rely on their own vehicles to deliver essential services — particularly after years of rising motoring costs and financial pressure.

First introduced as Invalid Care Allowance in 1976 (it was thankfully renamed Carers Allowance in 2003), Carers Allowance has been a cornerstone of financial support for carers. At the time, it was groundbreaking; the first time the role of carers was acknowledged within the welfare state and the impact that carers have. It’s estimated that carers save the UK economy around £184 billion per year. For context, that is only a little less than the entire NHS budget.

Unfortunately, in comparison to this saving, the UK invests relatively little in its carers. Carers Allowance is worth a flat rate of £86.45 per week. Given that one of its criteria is to be caring 35 hours per week, it works out as an hourly rate of just £2.47.

New research ‘Taking Care of Mum and Dad’ which surveyed 1000 unpaid carers, found that just 3 in 10 believe Carers Allowance is sufficient to live on. 10 percent had never heard of Carers Allowance, while 20% had heard of the benefit, but where unsure what it was. 60 percent said it was either ‘complicated’ or ‘very complicated.’

The idea that the welfare system is complex is a common refrain we hear time and again. In the case of carers, it’s not just complex, it’s insufficient.

The complexity of Carers Allowance is highlighted by the overpayment scandal that has blighted the DWP for years now and severely damaged its reputation in how it treats carers. When someone breaches the ‘earnings threshold’ of £204pw on Carers Allowance, they are, strictly speaking, no longer entitled to it. In many cases, the DWP/HMRC were receiving real-time notifications of breaches, but doing nothing, resulting in carers being overpaid and chased for those overpayments. Those carers that we so quickly say ‘thank you’ to were too often scapegoated. In April, the government confirmed that over 200,000 cases where carers were affected by ‘confusing’ government guidance would have their cases reviews and, potentially, debts cancelled. We commend the government for taking this step unequivocally, but how can we expect carers to rely on a system that seems fundamentally incapable of dealing with the reality of caring.

As recently as last month, the DWP were criticized for contacting a carer’s employer to arrange for a deduction on her salary to repay an overpayment of Carers Element of Universal Credit (actually created in error by the DWP anyhow) that she had in fact paid back, in full, four years previously.

Following the Sayce Review into the Carers Allowance overpayment scandal, it was noted that were ‘longstanding and unacceptable systemic problems with leadership’ at the DWP. Indeed, one former employee was criticized for posting on an internal DWP blogpage that he believed that ‘claimant failures’ were what led to the overpayment scandal rather than the action (or lack of action, one might say) of the DWP.

The landscape of care has fundamentally changed since Carers Allowance was introduced in 1976, but unpaid carers are still the backbone of the care system, and they still deserve more than just a ‘thank you.’ Until the system has finally caught up to that reality and treats carers with the respect and support they deserve, this 50 years since the introduction of Carers Allowance can’t just be a mark of how far we’ve come, but how far we’ve got to go.

Society Matters are proud to say we run a half-day CPD-accredited course on Caring and Carers Matters, where we discuss the different types of support available to help carers, whether that’s in respect of the welfare benefit system, social care, housing or employment. 

A recent release of statistics by the DWP highlighted that the number of Pension Credit claimants has fallen across the board. It comes in the wake a number of moves by the government to boost the uptake of Pension Credit. Think for example of the government’s plan to restrict the Winter Fuel Payments to pensioners in receipt of Pension Credit back in the Summer of 2024. More recently, the government have announced fresh plans to try and boost the number of pensioners receiving Pension Credit as people across the country to continue to grapple with cost of living pressures.

The government estimate that around 900,000 eligible pensioners are not in receipt of Pension Credit which can act as a vital source of support for pensioners living on low incomes. Pension Credit itself comprises two elements; a ‘guarantee credit’ (for those whose income is assessed as being below a certain threshold) which can top their income up to a certain amount, as well as a ‘savings credit’ (for those who might only have a modest amount of savings or income, though this is only available to people who reach State Pension age before April 6th 2016). Higher amounts can be paid to those in certain circumstances, such as if you have a disability or caring responsibilities. Crucially, Pension Credit can act as a passport to various other kinds of welfare support such as council tax reductions, help with housing costs, help with certain NHS costs and even free TV licences. Pension Credit isn’t just about the money itself, it’s the benefits that go along with it that can also help an older people on low-incomes live their life with dignity and security.

Why might this be the case, even after these repeated attempts by the government to boost the uptake of Pension Credit? Its important to say that the DWP don’t themselves publish data on why people don’t claim Pension Credit. With that said, there are certainly some inferences we can make.

One argument put forward is that awareness campaigns can often focus on online promotion, something that older people may (somewhat stereotypically) not engage with. More recent targeted campaigns have highlighted the effectiveness of posting information. A drive to boost Pension Credit uptake in Autumn 2025 posted letters to 2000 eligible Pension Credit recipients informing them they could potentially make a claim. In an increasingly ‘online’ world, where digital access is prioritised, do we run the risk of leaving behind vulnerable older people for the sake of an incorrect presumption that things need be ‘online by default’?

Unfortunately, incorrect myths and rumours persist around the eligibility for Pension Credit. Many people for instance think they won’t be eligible for it on the basis of savings. Whilst its true that savings over £10,000 might reduce the amount of Pension Credit you receive, truthfully, there is no hard limit that applies in respect of savings; its about the individual circumstances. Similarly, home ownership on its own isn’t a barrier to claiming Pension Credit. But these myths contribute to the perceptions people have around Pension Credit and ultimately affect the support they do (or in this case, don’t) receive.

Society Matters are proud to say we are launching a new full-day course on ‘Benefits for Older People.’ The course provides a comprehensive introduction to the UK welfare system as it relates to older people. In it, we’ll explain the eligibility, application process and rates of current welfare benefits that apply to older people including the state pension, Pension Credit, Winter Fuel Payment or Attendance Allowance (as well as many others). The course also covers in detail the extra support available to those who receive Pension Credit (or other benefits) as well as how changes in circumstances like going into hospital or residential care can impact on a person’s benefit entitlement.

If you’d like to find out more, get in touch with a member of the team at hello@societymatterscic.com.

Download 2026/2027 Welfare Benefit Rates Poster here

There is a moment—often unseen—when homelessness begins.

It is not always the night spent on a friend’s sofa, the final eviction notice, or the first night on the street. Increasingly, it is the moment someone walks into a local authority office, asks for help, and is told—subtly or directly—that they do not qualify.

This is what housing professionals call “gatekeeping”: the refusal to accept a homelessness application or provide support when there is a legal duty to do so.

It is not new. But the scale—and normalisation—of it should concern us all.

A system under pressure—or a system closing ranks? 

The UK’s homelessness crisis is deepening. Latest estimates suggest at least 354,000 people in England are homeless, including those in temporary accommodation, hostels or rough sleeping.

At the same time, demand on councils has surged. Nearly 132,410 households were in temporary accommodation in mid-2025, a figure that continues to rise year-on-year.

Local authorities, facing spiralling costs and chronic housing shortages, are being asked to do the impossible. Spending on emergency accommodation has surged, while supply has stagnated.

And in this pressure cooker, the frontline response can shift—from support to scepticism.

The hidden statistic: one in ten turned away 

The most telling data does not come from government—but from those answering the phones.

Between August 2024 and July 2025, Centrepoint recorded 449 cases of gatekeeping, representing 9.5% of all relevant calls to its helpline.

That is roughly one young person every day being denied access to homelessness support they may be legally entitled to.

Behind these numbers are familiar patterns:

• Young people told to return home—even when unsafe
• Survivors of domestic abuse asked for “more proof”
• Applicants turned away due to disputed “local connection”
• People discouraged from making an application altogether

In some cases, councils are not outright refusing—they are delaying, deflecting, or raising barriers until people give up.

As housing charity Shelter notes, delays themselves can amount to gatekeeping when authorities fail to accept applications promptly.

When legality and reality diverge 

Under the Homelessness Reduction Act, local authorities have clear duties to assess anyone who is homeless or at risk within 56 days, and to take reasonable steps to prevent or relieve homelessness.

Yet the lived experience often diverges sharply from the legislation.

A 2025 frontline snapshot highlights how “local connection” rules continue to be used as a barrier, with applicants passed between councils—sometimes repeatedly—while their situation deteriorates.

And media investigations have uncovered cases where young people—including pregnant women—were unlawfully turned away, despite clear entitlement to support.

This is not simply administrative failure. It is systemic drift.

Why gatekeeping happens 

To understand gatekeeping, we must look beyond individual decisions.

At its core are three intersecting pressures:

1. Severe housing shortages 
There are simply not enough homes—particularly affordable ones—to meet demand.

2. Financial strain on councils 
Temporary accommodation costs have soared into the billions nationally, placing unsustainable pressure on local budgets.

3. Rising demand 
Economic instability, private rent increases, and welfare changes are pushing more households into crisis. In this context, gatekeeping can become an informal rationing tool—an attempt to manage demand by limiting access.
But it comes at a cost.

The human impact: crisis delayed, not prevented 

Gatekeeping does not reduce homelessness.
It redefines when it is recognised.

People turned away rarely resolve their situation. Instead, they:

• Present later, in greater crisis
• Experience worsening mental health
• Become harder—and more costly—to support

By the time they return, prevention is no longer possible.

The challenge for frontline professionals 

For those working in advice, housing, and support services, this creates a complex reality:

• Navigating legal entitlements vs local practice
• Challenging decisions without damaging relationships
• Supporting clients who have already lost trust in the system

Understanding gatekeeping is no longer optional—it is essential.

What needs to change 

Addressing gatekeeping requires more than policy tweaks.

It demands:

• Stronger accountability for unlawful refusals
• Better training and awareness of legal duties
• Increased housing supply and funding 
• A shift in culture—from gatekeeping to genuine prevention

Because the law is clear:
access to homelessness support is not discretionary—it is a right. 

Closing thought 
Gatekeeping thrives in the grey areas—between policy and practice, pressure and principle.

But for the person standing at the counter, there is nothing grey about it.

They are either helped—or they are not.

And increasingly, too many are being turned away.

Learn more: building confidence to challenge gatekeeping 

At Society Matters, we’ve developed new training to support people working at the sharp end of housing and homelessness.

Our course covers:

• Identifying and evidencing gatekeeping
• Understanding legal duties under the Homelessness Reduction Act
• Practical strategies to challenge unlawful decisions
• Supporting clients with complex needs through complex housing systems

If you want to strengthen your confidence and support people more effectively, explore our “Making a Homeless Application” Training.