Example
C applied for assistance with food and utilities after an income payment was sent to a closed bank account meaning they could not access it.
The council initially declined the application, noting that C had already received the normal maximum number of awards in the past 12 months. They said there were no exceptional circumstances, as previous applications were also linked to banking issues.
We reviewed the council’s file and spoke to C for further information. They provided evidence that they had complained to the organisation responsible for the payment being sent to a closed bank account. We also contacted the organisation themselves who confirmed an administrative error had led to C’s payment being delayed by eight days. Although C had received three awards, we assessed this situation was unforeseen and unavoidable, and not typical for those on a low income. We therefore overturned the council’s decision.
Recommendations
- We instructed the council to make an award of £75.44 to cover food and utilities for a period of 8 days, based on the recommended daily rate in the guidance.
Feedback for the council
- The council did not assess the bank statements correctly.
- The initial decision letter had editing errors and did not contain sufficient information.
- The council requested a 28 day bank statement which we deemed was not proportionate.
- The council made enquiries with the wrong organisation to try and clarify what had happened.
We have asked the council to provide us with confirmation that the award was made within one working day.