Household Support Fund

Updated guidance: 20/05/2025.

This guidance is strictly for internal use only and should not be shared with clients.

Link to the form to submit request: HSF7
Do not submit the request until the relevant evidence is on file.
Please email grants@arunchichestercab.org.uk if you have any queries.

The general criteria are:

Resident of West Sussex
Financially vulnerable, e.g. in receipt of an income-based benefit or can demonstrate that they may struggle to afford essentials
Must be actively engaging with advice.

Starting 19 May 2025, the Household Support Fund enters Phase 7, shifting its focus from crisis-only payments to a more preventative and long-term support approach. Clients will now begin with either the Energy Team or the Income Increase Service, based on their initial needs. Advisers will prioritise practical advice over immediate grants.

Please note that direct financial support under HSF7 is not guaranteed, and clients may instead be referred to the appropriate team for further support with benefits, budgeting, debt, or energy solutions. Discretionary energy grant requests should be meaningful and well-justified, with no fixed amounts - each request must include evidence of the client’s engagement. These changes aim to ensure more effective and lasting support for households across West Sussex.

Process

Assess client’s situation and provide advice
Listen to client’s concerns and provide tailored advice, explore all appropriate avenues of support (e.g., benefit checks, energy efficiency tips, referrals, budgeting support, other grant applications). Identify what support has already been provided by other teams (e.g., debt advice)

If remaining unmet need potentially covered by HSF idenfitifed
If, after delivering advice and exhausting other available options, a clear unmet need remains that may be covered by the HSF scheme, please proceed with the below steps.

Consult with Supervisor (if needed)
If you're unsure whether all avenues have been explored or whether HSF is appropriate, discuss the case with a Supervisor.

Task the Energy Team / Income Increase Service
If the client is not already receiving support from the Energy Team, Income Increase Service, or Debt Advice, refer them to the appropriate team. This ensures a thorough assessment is carried out before requesting financial support.

Energy Team / IIS Team conducts in-depth assessment
The team contacts the client to discuss the issue thoroughly, double-checks advice avenues, and determines whether HSF support is the only remaining solution.

Submit request via online form
If HSF support is deemed necessary, complete and submit the request using online form.

Decision Maker reviews request
The request is assessed for eligibility, and the information is logged on the spreadsheet.

If request is approved the bookkeeper processes payment
Payment is issued and recorded.

Bookkeeper updates Casebook with payment details
Client’s casebook record is updated to reflect support provided.

Client receives confirmation
A confirmation email is sent to the client, detailing the support granted.

Things you will need before submitting the form

This is the general guidance on what is needed before you submit a grant request. Digitally excluded clients should post in documents or drop into centres where possible. Please discuss with Karolina W. if you don’t feel this is possible.

Bognor post address (this is the only postal address for ACCA) - office open from 10am Monday-Thursday

Arun and Chichester Citizens Advice
10A The Arcade
Belmont Street
Bognor Regis
PO21 1LH

Verifying income

Clients must demonstrate potential financial vulnerability. Recent bank statements are the primary evidence required, as they help assess the client’s ability to cover essential bills or expenses. If the client does not receive income-related benefits, bank statements should be provided for all adults in the household.

Benefit letters such as Universal Credit or Pension Credit) can be used to support this assessment by helping confirm household size but should not be relied on as the main evidence of financial need. Note: PIP, DLA, and AA are excluded, as they are not income-based. Documents from other cases may be used if they reflect the client’s current circumstances. All submitted benefit letters and bank statements must clearly display the client’s name and address.

Energy top ups

We have previously encountered issues with certain suppliers not allowing third-party payments, and many suppliers impose a cap on the amount of credit that can be held on a meter. If we are unable to make a direct payment, we will issue fuel vouchers (via PayPoint or Post Office) instead.

Clients may not have physical bills, but they should provide screenshots from their online account or mobile app that clearly show their name, supply address, and account or top-up numbers. A photo of their top-up cards should be submitted only if the card displays the client’s name/address. Photos of meters will not be accepted. If a client does not have access to online accounts, apps, or cards, please support the client by contacting their provider to confirm details or assist them with setting up an online account to access this information. Please remember to obtain the client’s permission to share their details with our fuel voucher provider (Charis) in order to issue fuel vouchers before the grant application is made.

Verifying identity

This will often be completed alongside income verification, but we must ensure that the client’s name, address, and date of birth match any documents we hold. If no such documents are available, they should be requested. Please do not collect passports, driving licences, or birth certificates, as these should not be stored on our systems unless absolutely necessary.

Bills

For any bill payments, we must have a copy of the bill on file. It doesn’t need to be recent but must show the current supplier’s account number, along with the client’s name and address and a payment method. If the bill is in the name of another household member, they should be added as a client and advised directly. Documents from previous case notes can be accepted if still relevant.

White goods

White goods will only be provided where deemed essential and verified as a genuine need with no other schemes available.

Things we cannot help with

Council Tax – clients should approach local authority

Social housing rent arrears – clients should request a Discretionary Housing Payment from the local authority

Petrol – we have no way of pre-paying this

For all other requests not listed above, please speak to Karolina W.