Crisis Payment Scheme - V.4.6 Guidance - CPAG
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V.4.6
Crisis Payment Scheme
Guidance
Manual for
Assistant Care
Managers and
ManagersContents
1. Eligibility ............................................................................................................... 1
1.1 Eligibility - Purpose and definition ..................................................................... 1
1.2 Definition of high priority ................................................................................... 2
1.3 Eligibility – Receipt of benefits .......................................................................... 3
1.4 Non benefit related eligibility ............................................................................. 3
1.4.1 Non benefit related eligibility – Disasters ................................................... 3
1.4.2 Non benefit related eligibility - Disaster imminent but not yet occurred ...... 4
1.4.3 Non benefit related eligibility - Loss of money etc. ..................................... 5
1.4.4 Non benefit related eligibility - Benefit spent .............................................. 5
1.5 Benefit related eligibility .................................................................................... 5
1.5.1 Benefit related eligibility - Domestic crises ................................................. 5
1.5.3 Benefit related eligibility - Exceptional Pressure......................................... 7
1.5.4 Benefit related eligibility - Breakdown of a relationship .............................. 7
1.5.5 Benefit related eligibility - Clothing (including footwear) for disabled
children ............................................................................................................... 9
1.5.6 Benefit related eligibility - Hardship due to compulsory unpaid holidays .... 9
1.5.7 Benefit related eligibility - Prisoners - Clothing on discharge...................... 9
1.5.8 Benefit related eligibility - Prisoner or young offender on release on
temporary licence .............................................................................................. 10
1.5.9 Benefit related eligibility - Capital not immediately realisable ................... 10
1.5.10 Care Leavers.......................................................................................... 10
1.5.11 Qualifying children and young people over 16 ....................................... 10
2. Assessment of applications .............................................................................. 12
2.1 Requesting further information to support the application ............................... 12
3. Awarding items and services ............................................................................ 13
3.1 Principles around Grant/Loan administration .................................................. 13
3.1.1 Repayment terms for applicants in receipt of benefits .............................. 13
3.1.2 Repayment terms for applicants not in receipt of benefits ........................ 13
3.1.3 Direct debits ............................................................................................. 14
3.1.4 Failure to pay ........................................................................................... 14
3.1.5 Setting up a loan repayment schedule ..................................................... 14
3.1.6 Administering Pre-Paid cards ................................................................... 14
3.2 Third party payments ...................................................................................... 16
3.3 Notification of an award/notification of refusal of an award ............................. 16
3.4 Gas and electricity expenses .......................................................................... 16
3.5 Bedding .......................................................................................................... 16
23.6 Laundry needs ................................................................................................ 17
3.7 Travel expenses (see Appendix F) ................................................................. 17
3.8 Charges for overnight accommodation (see Appendix F) ............................... 18
3.9 Providing furniture assistance for housing-related applications ...................... 18
3.10 How much to award (see Appendix F) .......................................................... 19
3.11 Delivery Charges .......................................................................................... 19
3.12 Crisis Payment Scheme budget.................................................................... 19
3.13 Timescales for processing of applications .................................................... 19
3.14 Timescales for retention of personal information .......................................... 20
3.15 Auditing Processes (spend cards) ................................................................ 20
3.16 Managing administration of users on the Prepaid Financial Services MACP 21
3.17 Process for administering prepaid cards ....................................................... 21
4. Case Studies ....................................................................................................... 22
5. Special circumstances....................................................................................... 25
5.1 Proceedings under the Children Act 1989 (Children (Scotland) Act 1995) ..... 25
5.2 16 - 17 year olds claiming Job Seekers Allowance ......................................... 25
5.3 Hardship due to payment of regular income in arrears ................................... 25
5.4 Applying for a Lifeline ..................................................................................... 25
Appendix A – Disregards....................................................................................... 28
Payments from the Independent Living Fund 2006 .............................................. 28
Payments from the MacFarlane Trust................................................................... 28
Payments from variant Creutzfeldt Jakob Disease (vCJD) trusts ......................... 29
Payments from the Skipton Fund.......................................................................... 29
Other disregards ................................................................................................... 29
Help from another person or body ........................................................................ 29
Health and Social Services Boards/Trusts ............................................................ 29
Appendix B – Exclusions ...................................................................................... 30
Respite care ......................................................................................................... 31
Repair to property of public sector housing bodies ............................................... 31
Housing costs, repairs and improvements ............................................................ 31
Medical, surgical, optical, aural or dental item or service ...................................... 32
Work related expenses ......................................................................................... 32
Debts to government departments........................................................................ 33
Accommodation charges including meals and services ........................................ 33
Application for excluded item ................................................................................ 33
Maternity and funeral expenses ............................................................................ 33
Maternity expenses............................................................................................... 33
3Funeral expenses ................................................................................................. 34
Appendix C – Dealing with repeat applications ................................................... 35
Repeat applications .............................................................................................. 35
Disaster since the previous award ........................................................................ 35
Emergency since the previous award ................................................................... 35
Exceptions ............................................................................................................ 36
Appendix D - Excluded persons ........................................................................... 38
Students, Persons from Abroad and persons subject to immigration control ........ 38
Students ............................................................................................................... 38
Persons from Abroad and those subject to immigration control ............................ 39
Appendix E ............................................................................................................. 40
Definition of relative, close relative, partner, couple, child and qualifying young
person................................................................................................................... 40
Definition of ‘close relative’ ................................................................................... 40
Definition of ‘relative’............................................................................................. 40
Definition of ‘partner’ ............................................................................................. 40
Definition of ‘couple’.............................................................................................. 40
Definition of ‘child’ ................................................................................................. 40
Definition of ‘qualifying young person’ .................................................................. 41
Appendix F - Recommended awards for items and services ............................. 42
Clothing ............................................................................................................... 42
Travel expenses . ................................................................................................. 42
Accommodation expenses ................................................................................... 43
Food ..................................................................................................................... 43
Other specialist items, e.g. for disabled recipient ................................................ 44
Repairs, e.g. to a washing machine ...................................................................... 44
Utilities .................................................................................................................. 44
How much to award .............................................................................................. 44
Proof of purchase ................................................................................................. 45
Appendix G – Accepted proof documents ........................................................... 46
Appendix H – Argos and Euronics Home Delivery Charges .............................. 47
Argos Home Delivery ............................................................................................ 47
Euronics................................................................................................................ 47
Appendix J – Location of PayPoints in Poole ..................................................... 48
Appendix K – Signposting to other agencies, services and organisations ...... 53
Appendix N – Complaints Procedure ................................................................... 60
41. Eligibility
1.1 Eligibility - Purpose and definition
Crisis payments are intended for applicants who are unable to meet their immediate
short-term needs and who are experiencing disaster, emergency or exceptional
pressure. They are administered by the Adult Social Care Help Desk, whose opening
hours are 9am to 4pm Monday to Friday. Eligible situations include:
Non benefit-related eligibility:
Disaster (includes flood, fire, gas leak, chemical leak, natural disaster
affecting the home. Also includes imminent disaster such as flooding which is
officially forecast to severely affect the home of a vulnerable applicant)
Loss of money (lost or stolen – crime report number should be supplied)
Benefit spent (should also be considered a budgeting issue and relevant
signposting carried out – no cash award to be made under any
circumstances)
Benefit related eligibility:
Domestic crisis (includes domestic violence, sudden death of family
member, including related travel expenses)
Exceptional pressure (Help to support prisoners on temporary release,
hardship due to compulsory unpaid holidays enforced by employers, pressure
such as chronic illness or impacts of a disability, capital not realisable)
The need for help will generally be for:
a specific item or service such as food, furniture, white goods, heating
appliance, heating, bedding, clothing or help with travel expenses, with food
and heating and travel provision to meet a need of no more than 14 days.
The crisis payment should be the only means of avoiding serious damage or risk to
the health or safety of the applicant or a member of the family, or to assist with an
urgent need such as food and heating for someone caring for a prisoner or young
offender on temporary release, or to assist with urgent travel expenses to go to a
funeral, for example.
Applicants must be permanently resident in Poole, also known as ordinarily
resident - “ordinarily resident” refers to a person’s abode in a particular place or
country which he has adopted voluntarily and for settled purposes as part of the
regular order of his life for the time being, whether of short or long duration; or
Applicants must have a close family associate (parents, step parents,
grandparents, siblings and adult children) living in Poole continuously for at least 5
years and wish to establish themselves in Poole after a period in residential care,
hospital or prison;
1Assistant Care Managers need to consider all the circumstances of each case, in
particular:
• the nature, extent and urgency of the need (must be high priority)
• the existence of resources from which the need may be met
• the possibility that some other person or body may wholly or partly meet the need
At all times signposting to other relevant support should be considered given the
applicant’s situation and circumstances.
Applicants will not be eligible if:
There is a safe alternative way of meeting their short term needs, including:
o Their own financial means
o Friends, family or carers who can provide help
o Voluntary sector organisations who are able and willing to provide a
service which meets their needs
o Appropriate statutory service provision from Borough of Poole or other
organisations.
They are residents in care homes with no plans for discharge within 2 weeks
They are hospital in-patients with no plans for discharge within 2 weeks
They are members of a religious order who are being fully maintained by it
Their benefit claim is disqualified, disallowed or sanctioned
They are a ‘Person from Abroad’ who has not passed the Habitual Residency
Test and is therefore not eligible for UK benefits.
They do not have recourse to public funds (as stamped in passport) and do not have
indefinite leave to remain in the UK.
Eligibility for UK benefits can be checked by contacting Revenue and Benefits
– see page 59
1.2 Definition of high priority
Whilst the situation provides a condition for eligibility for a crisis payment (e.g.
disaster, loss of money etc.), the items and services needed by the applicant, in
relation to the preservation of their health and safety, as well as the ability of the
applicant to meet payment for such items and services, will deem the application
eligible (or not). These items and services include:
Living expenses (food and heating for a maximum of 14 days). Applicants
must be able to prove that they are unable to meet this need themselves.
Any items to prevent serious risk to health and safety, e.g. fireguard, safety
gate, cooker guard (again applicants will need to prove that they are unable to
provide these items for themselves).
Items essential to day-to-day living; cookers, beds and bedding, washing
machine, fridge, heating appliance, push chair, pram, high chair.
Payments to assist with travel expenses to attend a funeral (see p. 5 for list of
deceased relatives applicable here).
2 Furniture should the applicant have received a Rent in Advance payment from
Housing and Community Services. Applicants will need day-to-day items of
furniture which include those from the following list:
Cooker, bed, bedding, fridge-freezer (although usually a fridge only unless
there are exceptional circumstances such as a large family with a disabled
child, for example), sofa or table/chairs. (See page 56 for contact details of
Dorset Reclaim)
Accommodation costs if stranded away from home
Other items such as iron, storage items, other electrical items (such as
liquidiser, TV, DVD player and curtains) are not considered high priority and
will not be provided.
Costs such as fuel reconnection, HP and other debts, removals, home
improvements or decoration will not be met. Payments for travel to a funeral
will be met up to a maximum award amount of £50.
1.3 Eligibility – Receipt of benefits
Some elements of the Crisis Payment will only be awarded if the applicant is in
receipt of income-based benefits (Income Support, income related Employment
Support Allowance, income based Job Seekers Allowance, State Pension Credit and
Council Tax Support). These include:
Help with travel expenses to travel to a funeral (up to a maximum award
amount of £50)
Help looking after a prisoner on temporary release
Help looking after someone who is ill or disabled
See page 59 for contact details of Revenue and Benefit services to check
benefit status.
1.4 Non benefit related eligibility
1.4.1 Non benefit related eligibility – Disasters
A disaster is defined as a sudden calamitous event or great misfortune causing loss
of possessions or property. The result will normally be significant damage to,
destruction or loss of, possessions or property. However, where there is no effect on
property, there will at least be an extreme situation causing severe disruption to the
day to day life of the applicant and others. An example of this is an evacuation due to
a chemical leak.
The effects of a disaster are generally felt by a whole community (e.g. street or larger
geographical area). Examples of disasters are:
flooding
gas explosion
chemical leak
fire
3A CP can be considered for immediate short term needs as a consequence of a
disaster. Help can be offered in the form of a specific item or service, unless they are
excluded (see Appendix A). The mere occurrence or the scale of disaster should
not be considered in isolation from the applicant's resources and ability to
cope with the needs arising.
The list is not exhaustive, and can cover many other calamitous events. Bear in mind
that some needs may be covered by insurance, the Local Authority or charitable
organisations.
See link to the Housing Intervention service, page 59
The Assistant Care Manager will need to consider the individual circumstances and
merits of the case carefully. The event does not necessarily have to impact on other
homes and families. However, the event must have very significant consequences.
In most cases there will be no doubt that a disaster has occurred within the area
covered by the Local Authority, for example severe flooding or gas explosions. Large
scale tragedies require a particularly sensitive response. Be aware that victims are
especially vulnerable to emotional and psychological disturbance.
Some of these may require more careful examination of the evidence and fine
judgement. For example, an incident involving a run away vehicle crashing into a
single property may or may not be considered a disaster. It may be a relatively minor
incident, with damage to a boundary wall. Or a more significant event resulting in
significant structural damage to the house and temporary homelessness for the
occupier.
Similarly a fire within the applicant's home caused by overheating a chip pan may or
may not be considered a disaster. The severity of the event and the impact on
the applicant and family must be considered. For example, minor smoke damage
in the kitchen area and a cooker that no longer works may be the result of a
domestic mishap, not a disaster.
It is an event of sudden or great misfortune with significant consequences. The
Assistant Care Manager should take into account the degree of misfortune and
damage, and the overall impact on the applicant and/or family.
1.4.2 Non benefit related eligibility - Disaster imminent but not yet
occurred
Crisis Payments may also be administered to help to alleviate the likely
consequences of an imminent disaster. For example flooding is officially forecast to
severely affect the home of a vulnerable applicant. The applicant seeks help with
travel expenses to take him to relatives outside the area who can care for him.
These expenses can be considered as a consequence of a disaster even though the
event has not yet occurred.
4Local Authorities are responsible for co-ordinating emergency and disaster planning
within their area for both relatively localised disasters, e.g. widespread flooding,
chemical leak into the atmosphere.
1.4.3 Non benefit related eligibility - Loss of money etc.
Loss of money may result from a variety of different circumstances. If a giro cheque
is not received or is lost before encashment this should be dealt with under the
normal replacement rules of the local authority or Job Centre Plus (See page 53).
These provide for full replacement in most cases. The need to consider a crisis
payment should only arise in a minority of cases where full replacement is not made
because of strong doubts about the circumstances of the non-receipt or loss.
1.4.4 Non benefit related eligibility - Benefit spent
Should an applicant have spent their benefit, they should be referred to budgeting
help in the first instance. Food may be provided in the form of a voucher from the
food bank and in exceptional cases, for example where a small amount of money is
needed for bus fare, cash will be awarded.
1.5 Benefit related eligibility
1.5.1 Benefit related eligibility - Domestic crises
Should an applicant request help to visit their child who is in the care of a relative or
close friend, and the applicant is in receipt of IS, JSA(IB) or ESA(IR), in the first
instance the applicant should be referred to Children’s Social Care for assistance.
Should Children’s Social Care be unable to assist, a CP may be awarded for single
or return fares arising from a domestic crisis, e.g. a parent on IS, JSA(IB) or
ESA(IR), or payments on account of such a benefit is visiting their child who is in the
care of a relative or close friend. A CP should not normally be awarded for a visit to a
child who is in the care of a Local Authority (LA), as LAs have the power to help in
such cases.
Priority should be given to those whose needs are most acute, e.g. a lone parent
who is going into hospital or who is too ill to look after the child or children.
See page 59 for CYPSC contact details.
1.5.2 Benefit related eligibility - Travelling expenses - fares to attend
funerals
See http://www.dwp.gov.uk/consultations/2010/social-fund-reform/5-social-fund-
funeral/ and
https://www.gov.uk/funeral-payments/eligibility
In the first instance, an applicant should be referred to the DWP to see whether or
not assistance can be given for travel expenses to a funeral in the form of a funeral
5payment. If the applicant is responsible for arranging the funeral, advise them to
apply for a Social Fund Funeral Payment.
Normally, `funeral expenses' should be interpreted as expenses of burial or
cremation.
All items referred to in the specification in the Funeral Payment Regulations are
funeral expenses, even though there may be a limit on the amounts payable for
some items. These items include:
for burials:
the necessary cost of a new burial plot with an exclusive right of burial or the
cost of reopening an existing grave
the necessary burial fees charged by the authority responsible for cemeteries
in the area where the burial takes place or by a private grave-digger
or for cremations:
the necessary fees charged by the authority responsible for the cremation
the cost of any medical references or doctor’s certificates
the cost of any necessary removal of an active implanted medical device (for
example, a pacemaker)
and in any case:
the cost of documentation needed for the immediate release of assets of the
deceased
when it is necessary to move the body over 50 miles within the UK to the
funeral director’s premises or place of rest, the reasonable cost of that part of
the journey which is over 50 miles
where the return journey to the funeral is necessarily over 50 miles, the
reasonable cost of that part of the return journey that is over 50 miles for the
transport of the coffin and bearers, plus one additional vehicle
the necessary cost of a return journey for you, either to:
o arrange the funeral, or
o go to the funeral (CP can be awarded if funeral payment already
provided for travel expenses to arrange the funeral – see below)
up to £700 for any other funeral expenses.
Payments may be affected by a pre-paid funeral plan.
If an applicant requests other items, consider if these are actual expenses of burial
or cremation. Some items may be connected with a death but may not be expenses
of burial or cremation. For example, you may consider:
a headstone to be a memorial
clothing to attend a funeral to be a personal need of the applicant
If a funeral payment has already been provided for a return journey to make funeral
arrangements, a CP may be awarded to help towards reasonable travel costs, within
6the UK, which may be incurred by an applicant and/or other members of their family
to attend a relative's funeral which is to take place in the United Kingdom (UK). This
is up to a maximum amount of £50. This is restricted to the following relatives:
grandparents, parents (including step-parents), partner (including same sex partner),
brother, sister, child, grandchild, uncle, aunt, mother and father-in-law, sisters- and
brothers-in-law (but no other in-laws) and mother and father of long-term partner.
Applicants will need to provide proof of the funeral and death of the relative or
partner. Assistant Care Managers can make contact with the funeral director if that
information is obtained from the applicant. A payment may be made for a spouse of
the applicant to attend the funeral also, but not dependent children under 16.
1.5.3 Benefit related eligibility - Exceptional Pressure
"Exceptional pressure" covers a very wide range of personal circumstances.
Exceptional pressure on a family unit may be due to a sudden domestic upheaval
imposed by an unforeseen calamity, for example:
• a house fire; or
• a natural disaster such as flooding;
The specific circumstances giving rise to a need are important in deciding if an
applicant is eligible. An award will be made for a new type of expense which has
arisen as a direct result of special circumstances, particularly if these were
unforeseeable. For example:
• a mother with young children needs household items following the breakdown of a
violent relationship; or
• the sudden deterioration in the condition of a disabled child justifies an award for a
washing-machine; or
The consideration of "exceptional pressure" must be fully documented on the
application form. If the pressure is not considered exceptional, the reason(s) should
be clearly indicated. "Family" in this section should generally be taken to mean
couples, including those with children, people caring for children or pregnant women
over 24 weeks although discretion can be used in defining a family. Assistant Care
Managers must consider all the circumstances of each particular case.
It may be appropriate for example to extend the definition of family beyond the
conventional "nuclear" family scope to include siblings. For example, two elderly
sisters living in the same house would be as vulnerable as conventional families to a
variety of stressful circumstances, particularly those resulting from unforeseen
calamities such as flooding.
See page 53 for other organisations who may be able to help.
1.5.4 Benefit related eligibility - Breakdown of a relationship
When deciding if a relationship has ended recently, take account of what has
happened since the relationship broke down, e.g. the applicant may have spent
some time in a refuge or other temporary accommodation until permanent
7accommodation could be found. In such cases it may be reasonable to award a CP
even if the relationship has not recently ended. It is also important to take account of
the vulnerability of the applicant and risk to their health/safety in the given
circumstances.
Some applicants may remain in the same accommodation but need certain items
because, following the end of the relationship, their partner left with the items.
Check the facts of the case as far as possible from social workers, local counsellors
or community workers involved in the case. In domestic violence cases information
may also be available from a women's refuge or police liaison officer.
Do not consult outside agencies without the applicant's consent.
Give priority to cases where there has been domestic violence and a CP will help
protect the applicant and/or any children from risk, e.g. if a family needs travelling
expenses to move to a refuge in another area where they are less likely to be traced
by a violent partner. If possible verify circumstances with a responsible third party.
Work with a social worker wherever possible. However, absence of such verification
should not automatically preclude a payment.
You should be particularly careful to avoid making any enquiry which may put the
applicant at further risk.
When dealing with claims arising from domestic violence, you should alert Social
Care units if you suspect that a child is at risk of harm.
Tell the applicant that it will not normally be appropriate to make CPs more than
once for the breakdown of the same relationship.
See page 53 for other organisations who may be able to help.
Breakdown of a relationship - types of need which may be considered
Consideration may be given to one or more of the following. This list is not
exhaustive:
Furniture, household equipment
You may either:
• award a CP for, e.g. specific items of furniture, bedding, connection charges (for
heating only) and household equipment which the applicant needs.
When deciding how much to award, consider whether the home is partly furnished
and whether the applicant already has the item.
Clothing and footwear
A CP may be awarded for clothes and/or footwear in cases of domestic violence
where either:
an applicant is unable to recover clothes from the shared home
8 clothes have been damaged as a result of the breakdown. As a general rule the
applicant and their children should have at least one change of clothing and
enough protective clothing
1.5.5 Benefit related eligibility - Clothing (including footwear) for
disabled children
A CP for clothing should normally only be awarded if the particular disability or
condition of the child causes either:
• excessive wear and tear on clothing to such an extent that it would be
unreasonable for the applicant to meet the cost from weekly IS, JSA (IB) or ESA
(IR), or payments on account of such a benefit, even with a family premium and the
disabled child's premium
• rapid weight gain or loss
The child should have at least one change of clothing and sufficient protective and
warm clothing.
1.5.6 Benefit related eligibility - Hardship due to compulsory unpaid
holidays
Hardship may be caused exceptionally due to employers imposing compulsory
unpaid holidays. A crisis payment may be appropriate in these circumstances.
1.5.7 Benefit related eligibility - Prisoners - Clothing on discharge
Assistant Care Managers should bear in mind that under the Prison Services'
Manual V, governors are responsible for ensuring that discharged prisoners should
be suitably and adequately clothed. Convicted prisoners should have a clothing
board to assess their needs. The prison may issue remand prisoners with clothing if
their own is not fit to wear.
Prisoners will need to prove their date of discharge from prison and declare that they
have not already accepted clothing from the clothing board. You should not contact
the prison without the prisoner’s permission.
You should be aware of what clothing has been issued to the applicant by the prison,
bearing in mind that:
• prisons issue clothing to meet just the immediate needs of prisoners on discharge
• what prisoners actually receive in practice may vary from one prison to another
• the amount of clothing issued by the prison may not be sufficient to meet the
applicant's long term needs in the community
When considering what to award for clothing needs, as a general guideline ensure
that the applicant has at least one change of clothing and appropriate protective
clothing for the time of year.
See page 54 for contact details of probation/prison services
91.5.8 Benefit related eligibility - Prisoner or young offender on release on
temporary licence
Certain prisoners and young offenders are granted short periods of leave, normally
two or five clear days at home, in order to help them readjust to life outside prison. A
Crisis Payment (CP) may be awarded towards items and services, if the prisoner or
young offender spends the leave with a person who receives IS, JSA (IB), SPC or
ESA (IR) or payment on account of such benefits and will provide care.
Link to Revenue and Benefits check contact details here: 59
Probation/Prison Service link here: 54
1.5.9 Benefit related eligibility - Capital not immediately realisable
Occasionally someone might be without regular income but because of capital
assets worth over £16000, e.g. property, there is no entitlement to IS, ESA (IR) or
JSA (IB). A person in this situation who is not able to realise those assets
immediately will be expected to raise money against them.
A crisis payment for everyday items or services will only be appropriate in these
circumstances for a short period (up to 14 days) until the applicant arranges credit
facilities. If no attempts are being made to realise the asset or arrange alternative
credit facilities, a crisis payment will not be appropriate.
1.5.10 Care Leavers
There are different definitions of a care leaver;
Eligible child
A child or young person aged 16-17
Still looked after
Has been looked after for 13 weeks or more since the age of 14
Relevant child
A child or young person aged 16-17
Has left care
Has been looked after for 13 weeks or more since the age of 14
Former relevant child
A child or young person aged 18-21 (who has been an eligible or relevant child or
both)
Has left care
Have been looked after for 13 weeks or more since the age of 14
If at 21 the child or young person is still being supported by the local authority with
education or training, they stay a former relevant child until the end of the agreed
programme of education or training even if that goes over the age of 21.
1.5.11 Qualifying children and young people over 16
Qualifying children and young people over 16 include:
10 A child or young person aged up to 21 (or 24 if in full time education or
recognised training) including children and young people who do not fall into any
of the three categories above
Ceased to be looked after or accommodated in a variety of other settings, or
privately fostered, after the age of 16
Any care leavers making an application for a Crisis Payment should be referred to
the Pathways team within Children and Young People’s Social Care unit initially.
Should they then apply for a Crisis Payment subsequently, their application should
be considered in the usual way and within the same eligibility criteria as all other
applications.
See page 59 for Pathways Team contact details
112. Assessment of applications
2.1 Requesting further information to support the application
If it is not clear from all the information provided that the expenses have arisen as a
consequence of a disaster then further information should be requested to support
the application.
The Assistant Care Manager may find the following details useful:
were the emergency services called out, if so which services?
who/what has been affected and in what way?
has landlord/building society been informed of any damage?
is the accommodation still habitable?
were any other support services involved, if so which?
This list is not exhaustive.
See page 59 for Police safeguarding hub contact details
All applications will be reviewed by the Crisis Payment Scheme manager. All
decisions are final. There is therefore no right to review or appeal, but applicants
have the right to complain about how their application was dealt with by Help Desk
staff. This complaints procedure is detailed on the refusal or notification of award
letter, and the internal operational procedure for complaints is detailed in Appendix N
of this document.
2.2 Treatment of resources
Generally all income and capital resources of the family needs to be taken into
account, without any disregard, subject to conditions below. Any resources which
are actually available to the applicant or could be obtained in time to meet the need if
application were made should, subject to conditions below, be taken into account.
Resources include:
capital assets
earnings
any other income
cash in hand
funds in bank or building society accounts which may be obtained by means
of a cash card or a cheque and cheque guarantee card
credit facilities but see conditions below
money available through any existing loan or overdraft facility but see
conditions below
Resources available on credit should only be taken into account if the applicant is
not in receipt of IS, ESA (IR), JSA (IB) or SPC.
See page 59 for Revenue and Benefits check contact details
123. Awarding items and services
3.1 Principles around Grant/Loan administration
The crisis payment is made in principle as a loan, unless there are exceptional
circumstances or it is uneconomical to recover the amount as a loan (i.e. any amount
under £25).
Exceptions, for which the crisis payment is made as a grant:
Certain vulnerable groups will not be expected to repay any award, regardless of the
amount. These include:
Care Leavers
Those fleeing domestic violence
Those requesting help due to exceptional pressure. An example of this may
be where a washing machine used by a family with a chronically disabled
child breaks down.
Those for whom repayment would lead to severe hardship which is defined as
a prolonged absence of essential daily living items associated with hygiene,
shelter, nutrition or personal security.
In certain circumstances, officers will need to use their discretion in deciding whether
or not any award is made in the form of a grant or a loan.
3.1.1 Repayment terms for applicants in receipt of benefits
An applicant in receipt of benefits will be expected to pay back any amount borrowed
within 13 weeks in full, unless there are exceptional circumstances. Should
exceptional circumstances exist, extended terms may be set up using quarterly
intervals. The maximum term within which a loan should be repaid shall be 2 years
(104 weeks). Any personal debts should be considered in relation to the Council’s
Collection and Debt Recovery Policy which takes into account the priority of the debt
in relation loss of one’s home (Mortgage/Rent), risk of imprisonment (Council Tax,
Business Rates and Court Fines), loss of utilities (electricity, gas and water) and
‘other’ priorities, including Council Sundry Debts, Housing Benefit Overpayment,
Child Support Agency deductions, Court Fines, Income Tax, Maintenance Arrears,
Secured Loan, VAT, Telephone, Penalty Charge Notices. Creditors will use their
judgement to decide on how to pursue and recover unpaid loan amounts, e.g.
through court proceedings.
3.1.2 Repayment terms for applicants not in receipt of benefits
An applicant not in receipt of benefits will be expected to pay back any amount
borrowed within 13 weeks in full.
Please note that anyone unable to repay a loan within 2 years will not be
eligible for a payment.
133.1.3 Direct debits
A direct debit ideally will be set up with claimants with a monthly amount agreed to
be taken. If this is not possible, Income Recovery will send out payment slips for the
monthly amount agreed.
3.1.4 Failure to pay
Income Recovery will take responsibility for following up any failure to repay loans
awarded. This recovery process will be in line with existing policy for recovering
loans under the Rent in Advance scheme, which takes account of vulnerability of
those who have taken out loans. Income Recovery will carry out a full affordability
assessment with any applicants who fail to repay under their agreed terms.
3.1.5 Setting up a loan repayment schedule
Based on a principle of 13 weeks, loan repayments should be calculated either on
weekly, fortnightly or monthly terms. For applicants on benefits, this schedule may
be extended up to a maximum of two years dependent on circumstances. This will
be at the discretion of the officer and must be approved by the help desk manager.
Once the repayment amount and terms have been agreed, the document ‘loan
memorandum’ should be completed and must be signed by the claimant. This
document should then be scanned and stored in the agreed area within the Oracle
environment in Adult Social Care services. An automatic e-mail will be generated
and sent via a manager to Income Recovery at F.Income@poole.gov.uk. Income
Recovery can be contacted on 01202 634215. Any unpaid amounts will be followed
up by this unit and a monthly report will be completed informing Adult Social Care
and the Project Manager of any outstanding amounts and payments made so far.
Any loan amounts will be credited back to the Crisis payment budget and debts
unpaid and written off will be deducted from the overall fund budget.
3.1.6 Administering Pre-Paid cards
When pre-paid cards should be administered
Pre-paid cards should be administered in the following circumstances:
To provide claimants with furniture, white goods, gas and electricity (where
there is a meter card or token), clothing, bedding, laundry, travel and
accommodation costs.
How much to award
The guide within this document should be used for deciding on how much to award
in relation to travel, accommodation, gas and electricity, clothing and laundry (where
applicable). The following price list should be used to decide on the total amount to
award in relation to furniture, white goods, bedding and any other miscellaneous
appliances:
14Amount to award
Sofa £200
Vacuum cleaner £60
Safety gate £20
Fireguard £20
Table and chairs £70
Bed base (single) £50
Bed base (double) £90
Mattress (single) £60
Mattress (double) £100
Cot £100
Washing machine £180
Tumble dryer £180 (special circumstances only)
Large fridge or freezer (or fridge- £150
freezer)
Small fridge or freezer (or fridge- £110 – fridge or fridge-freezer
freezer) £130 - freezer
Heating appliance £25
Cooker £180
Microwave £40
Heating appliance £25
Single pram or pushchair £60
Double pram or pushchair £120
Highchair £30
Single duvet set £8.50
Double duvet set £11
Single duvet £10
Double duvet £13
Pillows x 4 £6
Single sheet £3
Double sheet £5
Cooker guard £17
Overnight accommodation Max £40 per night
Floor covering £250 max
Washer-dryer £350 (special circumstances only)
How cards are administered
Please see the MACP manual for guidance on loading cards, reversing
transactions, checking case notes etc.
A customer letter, just as with FFT or Argos/Tesco spend cards, is generated
from Care First, of which a copy is provided to the claimant to sign alongside
their proofs. Claimants must sign this to agree to the terms and conditions of
the award. Alongside this is provided a list of relevant outlets and services
where the card can be used.
A letter which is supplied with the card gives details of PFS Customer
Services should there be any issue with the card.
The card needs to be activated before it is handed over to the claimant.
153.2 Third party payments
The payment should normally be payable to the applicant. However, a payment can
also be made to a third party who can provide, or arrange for the provision of, the
items or expenses covered by the payment.
This power should only be used exceptionally, for example, where there is firm
evidence that the award may not be used for its intended purpose. If you do decide
to make such a payment, document the reasons fully.
3.3 Notification of an award/notification of refusal of an award
If an applicant has been deemed eligible for an award following the application
process, a letter of notification of award should be printed from within the application
e-form and given to the applicant when picking up their award from the Adult Social
Care reception. The notification letter includes an attached page where the claimant
signs a declaration that the information they have given is true to the best of their
knowledge, and that they have not made an application to another local authority’s
crisis assistance scheme within the previous 28 days from the date of the
application. It also requests that the claimant signs to confirm the amount they have
been awarded, and signs in acknowledgement that a fraudulent claim may lead to
further proceedings being initiated by Poole Borough Council. Items awarded should
be filled in on this document and irrelevant information about types of award deleted
before passing on to the claimant and a record kept within the agreed area with the
Oracle environment. This will be completed within 72 hours of the applicant’s
original application.
Should an applicant not be deemed eligible, a letter of refusal of award should be
completed and sent to the applicant’s home address or requested address. This
should detail clearly the reason for refusal.
3.4 Gas and electricity expenses
Where an applicant applies for a CP in respect of everyday items or services and
indicates that this is to include the cost of gas or electricity, e.g. a fuel powercard or a
token for a pre-payment meter, first see whether the applicant has attempted to get
an emergency supply from their gas or electricity supplier. If this has failed, Assistant
Care Managers need to identify as far as possible the amount needed in order to
restore any emergency supply as well as usual supply and consider these as
immediate short term needs for the cost of restoring a customer’s emergency credit
supply. This will be provided via the prepaid card service.
3.5 Bedding
A CP should normally only be awarded if the applicant has an exceptional need for
bedding, i.e. because the applicant or a member of his family is either:
bedridden or incontinent and the bedding has to be changed regularly
confined to bed for a prolonged period or is housebound and needs extra warmth
there has been a disaster, emergency or crisis as already defined in this
document
16 the applicant is applying for a furniture pack as they have received a Rent in
Advance loan from Housing and Community Services.
Links to disability charities can be found on page 55
3.6 Laundry needs
If the applicant or a member of his family is bedridden or incontinent:
• a CP may be considered for a washing machine. The payment should cover the
cost of a new machine including any connection charge and delivery.
• and if there are no suitable drying facilities, e.g. outdoor drying area, drying
cupboard, a CP may be awarded for a tumble dryer, or if appropriate a dual function
washing machine/ tumble dryer. The cost of delivery and connection may be met.
Applicants should be advised that tumble dryers are expensive to run.
Help with laundry needs may also be considered if:
• an applicant is unable to wash by hand due to disability and
• there is no one who can help with the laundry
3.7 Travel expenses (see Appendix F)
Any award will only be allocated for travel within the UK. A maximum award of £50,
regardless of the distance of travel, will be made.
Travel awards will only be made to assist:
a person to attend the funeral of grandparents, parents (including step-
parents), partner (including same sex partner), brother, sister, child,
grandchild, uncle, aunt, mother and father-in-law, sisters- and brothers-in-law
(but no other in-laws) and mother and father of long-term partner
to assist a person suffering from domestic violence to travel to a place of
safety or, in special cases, for a parent to visit their child where the child is in
the care of the estranged partner or where a question regarding a child's
upbringing has not yet been determined by the court (see ‘special
circumstances’ below), and has already requested help from Children’s Social
Care for this purpose.
The amount should normally be the cost, single or return as appropriate, of:
• ‘standard’ rate public transport, excluding air fares, or
• the cost of petrol either:
− up to the cost of public transport, if this is available
− in full, if public transport is unavailable or the applicant/ partner cannot use public
transport because of physical disability or because they are frail and elderly, or
• taxi fares, only if either:
− the applicant/partner cannot use public transport because of physical disability or
because they are frail and elderly and there is no access to private transport
− public transport is unavailable and there is no access to private transport
17The cost of an escort's fare may be met where the person concerned is incapable of
travelling alone, e.g. because of youth, age, illness or disability.
Costs should be calculated for no more than 14 days of provision.
See page 54 for links to Domestic Violence charities and organisations
3.8 Charges for overnight accommodation (see Appendix F)
The cost of reasonable accommodation may be met if:
• it is essential for the applicant to stay overnight, e.g. they cannot reasonably make
a return journey in one day
• there are no other suitable alternatives, e.g. staying with relatives
Any serious risk to health or safety to homeless people or those threatened by
homelessness should be referred to Housing and Community Services in order to
secure accommodation or obtain items and services.
3.9 Providing furniture assistance for housing-related applications
The flow chart below outlines when the Crisis Payment Scheme should support
applicants with housing related needs. Applicants will be single persons or rough
sleepers engaging with Poole Outreach Support Team, or moving on from supported
housing and who are not ‘Priority Need’ under Housing and Community Services
criteria. Other applicants not eligible for help from HCS, but eligible for help
potentially from the Crisis Payment Scheme, are intentionally homeless people,
those for whom Housing and Community Services have no statutory duty to house,
and those moving to social housing.
18Should the applicant be moving house, for example from a Social Housing property
to another Social Housing property, and need help with removal costs, they can be
advised to make an application for a Discretionary Housing Payment. This applies if
they have been affected by a reduction in their Housing Benefit. See
http://www.boroughofpoole.com/apply/benefits-discretionary-housing-payment-
application-form/.
Usually, a Discretionary Housing Payment is awarded if the applicant is already
receiving Housing Benefit or Council Tax Support but the benefit payment
amount does not cover their total rent / council tax bill. They can then apply for this
additional payment.
3.10 How much to award (see Appendix F)
A CP may be for a single item or expense or a number of items and expenses added
together. There are no directions restricting the total amount that may be awarded as
a CP. However, you should bear in mind that the scheme is cash (budget) limited.
Paying an award at an amount greater than is required by the customer in order to
purchase what they need means that there is less funding for other high priority CP
applications.
The amount awarded and the method of awarding the payment is at the discretion of
the crisis payment manager,
Tesco’s/Argos spend cards can be utilised only if there is a named professional that
supports the application and is willing to observe the purchase of good on behalf of
the BOP other wise all awards will be made through the pre paid cards to facilitate
tracking of expenditure on each individual client,
3.11 Delivery Charges
See page 47 for home delivery costs for Argos and Homebase. Essentially, smaller
items which can be delivered by one person would incur an extra amount of £3.95 to
be delivered to loan or grant award, and the claimant will manage the delivery of the
item awarded. Larger items (needing more than one person to deliver) incur a cost of
£8.95.
3.12 Crisis Payment Scheme budget
The overall budget for grant spend for the Crisis Payment scheme is £208,198 for
2013/14. Half of this amount has been transferred to the Housing and Community
Services budget to continue administering Rent in Advance and Rent Deposit
schemes. The scheme will not be limited to a monthly spend, to avoid cases where
claimants are ineligible at the end of the month but eligible for support at the
beginning of the next.
3.13 Timescales for processing of applications
All applications to the help desk will be processed within 72 hours of the original time
of application. Prepaid cards are issued instantly and can be used to buy relevant
goods and items at chosen, but limited, outlets.
19To improve the effectiveness of the application process the initial decision to award
an amout will remain the responsibility of the manager, however following that
decision responsibilities have been delegated to the crisis payment lead and
qualified workers only to sign off the loan agreements and oversee the signatures of
the applicant for goods received,
Authorisation of amount and method of payment will be recorded in the applicants
Care First case recording,
Any award should be collected within 48 hours of issue. If a claimant is unable to
collect their award within this time, they must contact the advice line to discuss this.
A member of the team may need to call them back as part of the application process.
They will attempt to make contact 3 times, after which it is up to the claimant to make
contact with the advice line to continue with the application.
3.14 Timescales for retention of personal information
Personal information will be stored for 2 years from the date of first application. This
is to ensure that repeat applications can be monitored and that relevant information
in relation to repeat applications is available for staff to refer to. After this date, all
personal information will be destroyed.
3.15 Auditing Processes (spend cards)
Procurement of spend cards will be monitored using the ‘Crisis Payment Scheme
activity monitor’ spread sheet held by the Project Manager. Breakdown of spend
card numbers are held by the Crisis Payment Scheme manager and noted on
claimants’ application notes. Once a month, spend card distribution, numbers of
cards held on site and their value will be audited independently by a member of the
Adult Social Care finance team. Should the value of spend cards on site exceed the
value of £1,000, cards in excess of this amount will be kept in the main Civic Centre
safe held within the Revenue and Benefits service. The process for transferring
cards into the Civic Centre safe is as follows:
Either the finance officer or Crisis Payment Scheme manager will e-mail the
Civic Centre Cash Office advising total amount of cards to be deposited with
them
Cards are batched by the finance officer or Crisis Payment Scheme manager
into £250 (Tesco) and £500 (Argos)
Civic Centre Cash Office staff verify the batches
Cards are then sealed in envelopes, date stamped across the seal and signed
by both staff
The finance officer or Crisis Payment Scheme manager will e-mail you when
a collection is required and advise the name of the person who will be making
the collection.
The finance officer or Crisis Payment Scheme manager will sign Cash Office
paperwork on collection
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