Crisis and Resilience

A new era of support

The Household Support Fund has served our clients for a couple of years now. We are on a new horizon of support with the government recently announcing the new Crisis and Resilience Fund (CRF) in place of the Household Support Fund (HSF).

The change from HSF to CRF was introduced to look at moving towards something more permanent but also to be preventative, focusing on building financial resilience.

With the cost of living still affecting our clients dramatically, we believe it is important to focus on a more holistic approach to help look at ways to support our clients in the long term rather than just providing one-off payments.

So, we have introduced a new process which is in line with the objectives of the Government under the CRF, working with our clients to establish what support can be provided in building this resilience, that does not mean just a financial grant.

We have set up the Crisis and Resilience Team at Arun and Chichester Citizens Advice, with a new process put in place to support our clients. The referrals that come to us are now looked at on a case-by-case basis, rather than just a set payment amount.

Clients can be referred into the Team by multiple routes, for example through our Energy Service or our Income Increase Service. We will then take the approach to delve into each client’s individual financial situation, and ask the client where needed to complete a budget sheet. Clients will also need to provide bank statements.

This budget sheet helps us to gain an understanding of where the client’s finances are currently being used. We will work with the client to look at ways of budgeting or supporting in financial means other than a one of grant payment where necessary.

Working with our clients on this will help us to look deeper into the issues that the client may be facing of where we can maximise their income. Then once we have engagement from the client, our advisers may choose to put them forward for a one-off grant payment if they believe this will benefit them.

These payments will be decided on a case-by-case basis, and not a one-off payment amount for all clients, as has been the case previously. This will be put forward to decision makers by the adviser who is working with the client on their energy advice or income advice.

Frequently asked questions (FAQs)

Question: I’ve been referred, what happens next?

Answer: One of our team members will contact you to book an appointment where we can explore your circumstances in more detail.

Question: Who will I speak to?

Answer: Depending on your immediate needs, you may speak with someone from the Energy Team or Income Increase Service.

Question: What kind of support can I get?

Answer: Our focus is to offer practical advice and work towards building financial resilience which will help you make long-term improvements. Financial support is not guaranteed and is only offered if appropriate, after a full assessment and/or establishing temporary crisis.

Question: What documents will I be asked to provide?

Answer: You’ll need to provide recent bank statements, your most recent income-related benefit statement (e.g., Universal Credit, Pension Credit etc.), and your latest energy bill/app screenshots. All documents should clearly show your name, address, income and energy account number.

Question: I’ve been asked to complete a budget sheet - why?

Answer: If you're referred to our Income Increase Service, we need a completed budget sheet before we can book your appointment. This helps us tailor our advice to your situation. If you are finding it difficult to complete by yourself, please voice your concerns and one of our team members will be able to assist you with this.

Question: Will I get a grant or payment?

Answer: Financial help is not automatic. Any support depends on your circumstances, your engagement with our advice services, and whether it would make a meaningful difference. We’ll always explain next steps clearly.

Question: How long will it take to hear back?

Answer: After your appointment or initial advice, we may follow up within two weeks to check progress or discuss next steps. We aim to keep you informed throughout. If we’ve asked you to complete a budget sheet, we’ll be in touch after you’ve returned the completed form to us. Please note that due to the hight demand, there can occasionally be a short delay of a few days before you hear from us.

Question: Can I get help with white goods or home repairs?

Answer: We may refer you to other external services like LEAP or the Community Hub, or one of our internal teams first. We always aim to explore all the support available to you, so nothing is missed. The Crisis and Resilience Team may only step in when no other options are available.

Question: I’ve been approved for financial support - how long will it take to receive it?

Answer: Unfortunately, we’re unable to provide an exact timescale for financial support. However, a member of our team will keep you updated on the progress of your case. You will also receive an email confirmation once any payments have been made.

Question: I don’t want to provide my bank or benefit statements, is there an alternative?

Answer: We understand that sharing financial documents can feel sensitive. However, we do need to see this information to check your eligibility for support. If you're unable to provide physical copies or have concerns about privacy, we have a few secure alternatives:

Open Banking: With your consent, your adviser can temporarily access your bank statement data securely online - without you needing to download or email anything. This access is read-only and fully encrypted.
Three-way call to DWP: We can arrange a joint call with you and the Department for Work and Pensions to confirm your benefit details directly.
Secure document upload: You can use a personalised ‘magic link’ sent to you to upload your documents directly to your file. These uploads are encrypted, and we can restrict the visibility to your assigned adviser only.

If you’re unsure or have any concerns, your adviser will talk you through the safest and most comfortable option for you.

Question: I don’t want or need advice, what are my options?

Answer: We completely understand that not everyone feels they need advice. However, the Crisis and Resilience Team is designed to offer tailored advice to ensure support goes to those who need it most, and to help build financial resilience and longer-term stability.If you’re already working with another advice organisation, you can share any recent assessments or documents from them, and we’ll review these as part of your case. If you decide not to engage with the advice part of the process, we won’t be able to continue with your referral. You're always welcome to come back to us in the future if your situation changes or if you’d like to explore support options again.