Over recent years, our welfare team has grown from a single officer to five members, with a sixth due to join shortly. The increase reflects growing demand for support and our commitment to helping boaters access the advice and services they need.
The welfare team
The team helps boaters secure equality adjustments where health conditions or disabilities affect their ability to meet standard cruising requirements. There are currently around 900 equality adjustments in place across the network.
The team also provides proof-of-licence letters to support Universal Credit claims and helps boaters access specialist support from local authorities, health services, welfare charities, the Waterways Chaplaincy, homeless outreach organisations and advice services.
Boaters who need support can contact the team by emailing [email protected] or calling 0303 040 4040 and asking for the welfare team.
Helping find the right assistance
Sean Williams, our senior welfare officer, said: “We know that people living on boats can face additional barriers when trying to access financial, health and other essential support. We’re here to listen, understand each person’s circumstances, and help them find the right assistance.
“By strengthening the team and our partnerships with other organisations, we want to ensure boaters who are struggling can access practical support when they need it. We would encourage anyone experiencing difficulties to contact us as early as possible. Our aim is to help people remain safely on the water wherever possible.”
Understanding the needs of the boaters
One of the team’s key priorities is helping organisations better understand the specific needs of boaters. While many support services operate nationally, local branches are often run independently. We're therefore working with charities, including Shelter, to help ensure information is shared consistently and support is available wherever boaters are based. The team has also recently met with Men’s Shed and is developing links to that network.
In recent years, the team has worked closely with the Department for Work and Pensions (DWP) to improve support for boaters claiming benefits. This has included ensuring boat licence fees could be considered when the benefits system transitioned from legacy payments to Universal Credit. We have also partnered with local DWP teams to deliver outreach events at marinas, helping boaters access financial assistance and benefits advice.
The team also successfully campaigned for boaters to be included in the Government’s Energy Bills Support Scheme. Following extensive engagement and a data-sharing agreement, thousands of boaters became eligible for £600 support payments, overcoming initial government concerns about how liveaboard boats could be identified.
Improving access to the healthcare
Improving access to healthcare has been another major focus. We've supported Healthwatch projects in Cheshire, Warwickshire, Oxfordshire and Northamptonshire to better understand the barriers faced by people with itinerant lifestyles when accessing healthcare services. It is also working with Gloucestershire Health and Care NHS Foundation Trust to establish health-screening outreach days at a local marina.
Across the waterways, the team is involved in a range of partnership initiatives, including multi-agency work in Bath and North East Somerset, collaboration with Alongside (formerly Julian House), and strengthened referral pathways with the National Association of Boat Owners' welfare officer.
Other developments include funding support for the Waterways Chaplaincy, improved referral arrangements between the two organisations, access to the Trussell Trust food voucher referral network, and a referral route through StreetLink to support people sleeping rough.
Sean added: “Our casework continues to grow, reflecting both increasing demand and greater awareness of the support available. As the team expands, we will continue building partnerships with national and local organisations to help ensure boaters can access the services and assistance they need, wherever they are on the waterways.”
