Office closure

We will be closed on Monday 5 May for the public holiday. You can still request a review via our online form but we will not respond until we reopen.

New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r 

Case study

  • Date:
    April 2025
  • Category:
    On balance

Example

C applied for a crisis grant for food and utilities after £1350.00 was taken from their account for a catalogue debt.

The council declined the application on the basis that they were not satisfied C was resident in the local authority area. They were of the view that the lease C provided was fraudulent and they could not verify residency through other council systems. However, they did not explain this to C.

We reviewed the council’s file and spoke with C. C said that council records did not reflect their current address as their landlord would not provide them with a paper lease, which was required as evidence to process a change of address. 

We requested a number of additional documents from C to evidence their residency but we were unable to resolve inconsistencies relating to the legitimacy of the documents. On balance, we considered that there was insufficient reliable information to be satisfied that C was resident in the local authority area. Therefore, we did not change the council’s decision.

Feedback

  • We noted that the council should have allowed C an opportunity to respond to information counting against their application, in line with the guidance.

Updated: April 30, 2025