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 summaries

Subject Month / Year Outcome
Evidence gathering C applied for a crisis grant for money to buy food after using their benefits to repay debt. April 2025 Not upheld
Evidence gathering C applied for a crisis grant for food and utilities. April 2025 Upheld
Evidence gathering C applied for a crisis grant for food and utilities after their bank withdrew their account leaving insufficient time to redirect their benefit payment. April 2025 Upheld
On balance C applied for a crisis grant for food and utilities after £1350.00 was taken from their account for a catalogue debt. April 2025 Not upheld
Evidence gathering C applied for a crisis grant for money for food, utilities and other living expenses because they had spent money on a washing machine. April 2025 Not upheld
Exceptional pressure qualifying criterion C applied for a community care grant to set up their tenancy following a period of homelessness as a refugee. March 2025 Upheld
When applicants incur detriment sourcing items themselves C applied for a community care grant to replace items in their property after their child vandalised their home. March 2025 Upheld
Priority assessments not taking into account circumstances C applied for a community care grant to set up a new tenancy. March 2025 Upheld
Priority assessments not taking into account circumstances C applied for a community care grant to improve the condition of their home after a period of neglect. March 2025 Upheld
Exceptional pressure qualifying criterion C applied for a community care grant to set up their new tenancy. March 2025 Upheld