In deciding whether to award a Housing Payment or a Crisis Payment, the following will be considered:

• the type of ‘crisis’ the applicant is experiencing
• the financial circumstances of the applicant and any other occupants of the applicant’s home (including any savings they may have)
• any outstanding debts the claimant and their family may have
• the nature of the claimant and their family's circumstances
• whether the household has been able to access any other government support, and any potential shortfall between that support and the need identified
• any other special circumstances that we are made aware of

We aim to inform you of the decision and, where a payment has been approved, issue it within 48 hours of receiving the completed application (including any required supporting documents), wherever possible.  However, this does not guarantee that you will receive this within 48 hours, but the process will be completed as soon as possible.

We will send you the outcome of your application by email, wherever possible. If the application is successful, you will be advised of the amount awarded, the start and end date and how, when and to whom the award will be paid.

If the application is unsuccessful, you will be advised of the reason for the decision, and the right to appeal will be explained.

Those who apply for a Crisis or Housing Payment but are unsuccessful can also be assessed for engagement with an appropriate Resilience Service to support them in taking actions to avoid an escalation in need.