Rob is a small business adviser who was made redundant and applied for disability benefits. He informed the DWP that he is blind and would need correspondence to be in Braille. The DWP continued to send letters in print and, when Rob did not reply, his ESA and Housing Benefit were repeatedly delayed. Rob had no money to eat and turned to payday loans to manage. He says, “I borrowed £180 and paid back over £500,” and the costs mounted to the point where he is still unable to get any credit.