Crisis and Resilience Fund Crisis Payment Scheme Policy 2026 to 2027

The Council's Crisis and Resilience Fund (CRF) Crisis Payment Scheme provides timely, short-term financial support to residents experiencing an immediate financial shock. The scheme aims to stabilise households, prevent escalation into more severe hardship, and reduce the likelihood of repeat crises.

Support is delivered alongside person-centred advice and wider services to address underlying causes of financial insecurity, strengthen financial resilience, and improve long-term outcomes.

The scheme operates in line with Department for Work and Pensions (DWP) guidance for the Crisis and Resilience Fund running from 1 April 2026 to 31 March 2029.

Delivery of this scheme is guided by the following principles:

• cash-first approach meaning financial support will be provided as cash payments wherever appropriate, enabling choice, flexibility and dignity
• person-centred and needs-led meaning support is tailored to individual circumstances and not based on a one-size-fits-all model
• trauma-informed delivery meaning services are designed to be respectful, supportive and accessible
• rapid response meaning decisions will normally be made within 48 hours of receiving all required information
• accessibility and inclusion meaning multiple routes to apply ensure a 'no wrong door' approach, including support for digitally excluded residents
• prevention and resilience focus meaning support will aim to reduce future hardship, not just address immediate need
• local discretion meaning awards are flexible and reflect the applicant's specific circumstances

Crisis support is intended to prevent an immediate deterioration in the wellbeing of the applicant or their household following a financial shock.

There are two types of crisis payment support that can be awarded in the following circumstances:

• daily living costs including help with energy, food, water, clothing, broadband and transport
• essential household items including help with cookers, fridges and freezers, beds and bedding, and washing machines

General eligibility

Applicants must:

• be aged 16 or over
• be resident in the Borough, usually for at least one month
• be experiencing a financial shock such as:
  • sudden loss or reduction of income
  • benefit delays or changes
  • emergency or unforeseen expenses, for example essential appliance breakdown
  • other exceptional circumstances creating immediate hardship

Financial assessment

A full assessment will consider:

• household income and expenditure
• essential outgoings
• savings and capital
• debts
• vulnerability factors, for example disability, health or safeguarding concerns

Crisis Payments are aimed predominantly at those on a low income. Income thresholds may be used as a guide, but discretion will be exercised where appropriate.

Access to alternative support

Applicants should not have access to sufficient alternative resources, including:

• support from family or friends
• employer assistance
• accessible savings

Exclusions

The following will not normally be supported:

• legal fees, court costs or fines
• mortgage costs
• Council Tax or arrears
• non-essential items or lifestyle costs
• holiday or celebratory expenses
• debts to public bodies, unless exceptional circumstances apply

Rent arrears may be considered under separate Crisis Resilience Fund Housing Payment arrangements.

How to apply

Applications for a Crisis Resilience Fund Crisis Payment must be submitted by the applicant, a support professional, the applicant's carer or a partner organisation. Verbal confirmation is sufficient to show that a third-party is acting with the applicant's consent.

An applicant form can be completed online via our online form or alternatively using a paper application form that can be downloaded or obtained by calling Customer Services on Telephone 01642 393939.

Supporting information

The applicant will normally be required to provide all supporting information at the time of the application. Where this is not possible it must be supplied within 5 working days of submitting the application. If the applicant does not provide the information or request an extension due to exceptional circumstances, the application will be closed.

The applicant must provide all supporting information within 24 hours of submitting the application if requesting essentials such as food and fuel. For other items, the applicant must provide all supporting information within 5 days of submitting the application. If the applicant does not provide the information on time, the application will be closed and will not be re-opened.

While exact requirements may vary, the type of information and evidence required will usually include:

• proof of identity
• proof of address
• telephone and email contact details
• household composition
• household income and expenditure
• bank statements
• wage slips
• benefit award
• debts
• details relating to the crisis
• information from partner agencies and services

Assessing the application

Each application will be assessed based on:

• nature and urgency of the financial shock
• financial position and affordability
• risk to health or wellbeing if support is not provided
• previous support received

Decision-making

Decisions will be made by officers within the Council's Revenues, Benefits and Welfare Service.

All determinations are discretionary and based on the individual circumstances of each case. Decisions will normally be made within 48 hours of receiving all required information.

Applicants will be notified in writing of the outcome and if unsuccessful, reasons for the decision.

Conditions for support

Conditions may be attached to awards where appropriate, including:

• engagement with support or advice services
• taking steps to improve financial or housing circumstances

These conditions aim to reduce repeat need and improve long-term outcomes.

Repeat applications

Repeat applications will be considered where justified and ordinarily be limited to a maximum of 2 awards per year. Additional conditions may be applied, including:

• engagement with financial advice services
• referral to support organisations
• participation in budgeting or income maximisation support

Financial resilience and support pathways

All applicants will be offered access to wider support, which may include:

• welfare benefits advice and income maximisation
• debt advice
• budgeting and financial capability support
• community and voluntary sector services

The aim is to reduce future crises and promote long-term financial stability.

Payment amount and duration

Awards are discretionary and proportionate to need.

Support will usually cover the period until the next expected income.

Applicants will normally receive no more than two awards per financial year, unless exceptional circumstances apply.

Payment methods

Crisis Resilience Fund Crisis Payments can be given via:

• cash payments
• direct bank transfer
• vouchers
• direct provision of goods where necessary
• referral to partner organisations for goods

Crisis Payments are discretionary and do not carry a statutory right of appeal.

Applicants may request a review within one calendar month of the decision. Reviews will be conducted by an officer not involved in the original decision and will consider whether the decision was reasonable and consistent with policy and guidance. Outcomes will normally be provided within 15 working days.

Where a partner organisation is supporting the resident, any request for review must be made in the presence of the resident and with their explicit consent.

Monitoring

The following arrangements will be in place to ensure the policy is subject to appropriate control and accountability:

quarterly reporting on activity and spend

annual policy review

audit case sampling

equality poverty impact assessment to monitor fairness

The Council will comply with all Department for Work and Pensions Management Information reporting requirements and ensure accurate classification of expenditure. Total expenditure will be managed within the Council's allocated Crisis and Resilience Fund Crisis Payment funding, in accordance with national guidance.

Data protection

The Council's Crisis Payment Scheme processes personal and sensitive information The Council will process personal data in accordance with UK GDPR and the Data Protection Act 2018. A Data Protection Impact Assessment will be maintained and reviewed as required

Fraud

The Council will take appropriate action where fraud is suspected. Providing false information may constitute an offence under the Fraud Act 2006 and may lead to investigation and recovery action.