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
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
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
Reconsideration (council request) C applied for a community care grant for several household items as they were broken or worn. February 2025 Upheld
Reconsideration (council request) C applied for a crisis grant after losing their bank card, which was then used fraudulently. February 2025 Not upheld
Reconsideration (applicant request) C applied for a community care grant for several household items as they were moving into their first tenancy. February 2025 Upheld
Reconsideration (applicant request) C applied for a crisis grant after losing their money when the property they were staying in was damaged during a storm. February 2025 Not upheld
Insufficient enquiries made C applied for a community care grant to replace household item affected by mould and a burst pipe in their property. January 2025 Upheld