Phone line closure

Our phone line will be closed Thursday 7 May for an all-staff training day. Please leave a message with your name and phone number and we will return your call after 2.30pm. Alternatively, our phone line will reopen at 10am on Friday 8 May.

You can still request a review via our online form. 

Case study

  • Date:
    December 2025
  • Category:
    Clothing

Example

C applied for a community care grant after a relationship breakdown forced them into homeless accommodation. They reported having only the clothes they were wearing and requested funds to purchase additional clothing.

The council declined the application, stating that clothing is excluded from the fund.

On review, we examined the council’s file and spoke with C, who confirmed they were in homeless accommodation, had applied for benefits, and were only receiving Statutory Sick Pay. C also explained they could not return to their previous home to retrieve clothing due to bail conditions. 

We considered that the very limited clothing available to C was insufficient to help them re-establish in the community or maintain reasonable hygiene. Based on this new information, we overturned the council’s decision and determined that some items of clothing met the high priority level.

Recommendations

  • We instructed the council to award £90 to cover the cost of a multi pack of t-shirts, a jumper, trousers, a jacket and underwear and socks to supplement the limited items C already had.

Feedback for the council

  • The council completed an assessment of qualifying criteria despite saying clothing was excluded.

We have asked the organisation to provide us with confirmation that the award was made within one week.

Updated: December 17, 2025