Crisis Payment Scheme Guidance

V.4.6 Crisis Payment Scheme Guidance

Manual for Assistant Care

Managers and Managers Contents 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

3.6 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

Funeral 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

1. 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;

Assistant 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).

 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

A 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.

Local 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

5 payment. 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

6 the 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

7 accommodation 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

 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

1.5.8 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:

 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

2. 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

3. 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.

3.1.3 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 [email protected]. 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:

Amount 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.

3.2 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

 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

The 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.

Should 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.

To 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

3.16 Managing administration of users on the Prepaid Financial Services MACP

The following users are registered to make awards on the MACP Prepaid Financial Services portal:

Natalie Batcock – access to e-wallet Stephanie Mulrooney – access to e-wallet Donna Jeffries – no access to e-wallet Sharon Humber - no access to e-wallet Esther Harwood-Butler - no access to e-wallet Richard Moore - no access to e-wallet Natasha Claxton - no access to e-wallet Ian Gough - no access to e-wallet Sarah Clarke - no access to e-wallet Nicky Hiles - no access to e-wallet

All staff are able to access reports, make awards and withdraw money from the balance of pre-loaded cards. Only those users with access to the e-wallet are able to make changes and download relevant reports about the e-wallet.

3.17 Process for administering prepaid cards

Cards are pre-loaded using the MACP portal. Instructions for how to do this are given in the MACP manual. Cards are loaded once the claimant has brought in verifiable evidence to substantiate their claim.

List of outlets and services where pre-paid cards can be used

Furniture, white goods, bedding, Dorset Reclaim heating appliances, push chair, pram, Argos high chair and other household goods Charity Shops – British Heart Foundation, Red Cross (only small pieces of furniture), Sue Ryder (electrical goods and small items of furniture) Clothing (for the whole family) Primark (male and female) New Look (female only) Shoe Zone Top Shop Burtons (men only) Charity Shops CANNOT BE USED in Peacocks, Bon Marche, Sports Direct due to MCC categorisation Travel (Train and Bus) Wilts and Dorset First Yellow Buses South West Trains

Ariel Taxis Dial-A-Cab National Express Damory Coaches Excelsior Coaches

Officers may look up contact numbers for retailers or outlets as requested and within time constraints. The list of retailers and outlets above is provided with the award letter. It should be noted that if buying furniture or electrical items from a charity shop, we cannot guarantee that all items will be available.

The full amount loaded onto a prepaid card must be used by the claimant within 5 working days of the receipt of their award letter. Each month, a help desk officer will reconcile balances on cards, and any with remaining balances following 5 working days from receipt of the award will have their balance retracted and funds placed back into the e-wallet. Those claimants who have ATM use enabled are requested to send back all receipts of goods purchased with the cash to the Crisis Payment Team.

The claimant will receive a letter with their card giving details of the Prepaid Financial Services Customer Services line. The line is open Monday to Friday, 9am to 9pm. Using this service, claimants can check their balance, change their PIN or get a PIN reminder, block or unblock their card. The claimant should be advised to contact PFS Customer Services in the first instance should they have an issue with their prepaid card.

Should a claimant not use all of the money loaded on to their card, they will have been informed that it is their responsibility to inform the Crisis Payment Team of this, who will send out written confirmation via a letter template that their loan agreement amount has been reduced. At the same time, the officer will need to e-mail [email protected] giving the name of the claimant, their address, and the amount by which the agreement amount needs to be reduced by.

Should a member of staff leave the organisation, or their role change, the project manager will need to be aware in order to remove permissions on the Prepaid Financial Services MACP portal. The above list will need to be amended to reflect accurately the users able to access the system at any given time.

4. Case Studies

The following case studies are included as a guide to some common enquiries about the provision of a Crisis Payment and how applications might be processed in line with current eligibility criteria.

1. ‘Basically I have a huge gas and electric bill that needs to be paid by the 6th March. I simply cannot pay it, or get it from anybody else. It’s a final bill as I have switched suppliers which I now really regret!

If I have to sort out a payment plan with npower to pay this bill off, then I won’t have enough money to pay the new supplier’.

An Assistant Care Manager would need to ascertain whether or not the applicant had already spoken with their new energy supplier to attempt to arrange a repayment schedule. They would also need to ascertain whether or not any help could be arranged from elsewhere, e.g. through the help of friends or family or through the arrangement of an overdraft, for example. Assistant Care Managers would also need to evaluate the impact of the situation on the applicant and/or their family to decide whether or not it was in reality a crisis, emergency or case of exceptional pressure leading to exceptional hardship.

2. ‘In 10 days time I have a job interview. If I get the job I won't be able to afford my travel costs until my first pay packet.

So I need £60 a week for 4 weeks totalling £240. Then when I get my first months salary I'll be ok.

I am currently on jobseekers allowance’.

In this case the Crisis Payment scheme would not be able to offer support as it is requested for an item or service not provided for. Besides this, it is unknown as yet whether or not funds would definitely be needed given that the applicant has not yet been successful in his/her interview.

3. ‘I need to pay for my father’s funeral’.

Funeral expenses are not provided for via this scheme. The applicant should be referred to the DWP in the first instance to apply for a Funeral Payment.

4. ‘I’ve just been discharged from prison and I don’t have enough food to last me until my first benefit payment’.

Any difficulty in meeting costs due to delays in receiving benefits should be referred to the DWP. Applicants may be able to apply for a Short Term Advance.

5. ‘I’ve just been discharged from prison and I don’t have clothes’. (The applicant didn’t get any from the clothing board before they were discharged).

The prisoner should have been provided with a discharge grant for clothing from the prison. Decision Makers would need to find out whether or not a discharge grant had been received for clothing on leaving prison or seek more information about why this discharge grant was not received. Any clothing awarded should be done so in line with the guidance about items and services in Appendix F of this guidance.

6. ‘I’ve broken my tooth and need to pay for specialist work’.

A Crisis Payment cannot meets costs for dental work.

7.’I have a disabled child and my washing machine has broken. I use it all the time as he needs frequent changes of clothing’.

Firstly, this is a benefit-related claim and the necessary checks would need to be carried out to ensure that the applicant was in receipt of the relevant benefits. As with case study 1, more information would need to be gathered in order to ascertain the impact on the applicant of the washing machine breaking down. Is there a friend/family member who may be able to help with the cost of repairing or replacing the machine or another organisation who could support the family with costs such as the Family Fund? Is there a significant risk to the health and safety of the applicant or their family? Does it impede so much as to prevent normal daily function of the applicant or their family?

8. ‘My fridge has stopped working’.

Much more detail would be needed here as to the applicant’s situation and the impact on the applicant’s everyday life. See above.

9. ‘I need money for transport to pick up a prescription and attend appointments’.

Crisis Payments do not provide for costs of picking up prescriptions or attending appointments.

10. ‘My carer has broken my microwave and I don’t have a cooker’.

The Decision Maker would need to ascertain whether or not the carer’s employer had the relevant insurance to cover any claim for the microwave. Usual questions would need to be asked including the ability of any friends or relatives to help with costs or other organisations where the applicant might first be referred. Microwaves are not an item provided via the scheme under normal circumstances, so it would need to be ascertained whether or not the microwave might be replaced with a cooker should the application be eligible.

11. ‘We’ve had a fire in our house, we don’t have any insurance, and we don’t currently have anywhere to live beyond a day or two’.

This applicant should be referred immediately to Housing and Community Services.

5. Special circumstances 5.1 Proceedings under the Children Act 1989 (Children (Scotland) Act 1995)

Any applicant requesting support to visit a child: • who is in the care of the estranged partner; and • where a question regarding a child's upbringing has not yet been determined by the court Must in the first instance apply to Children’s Social Care services for assistance.

This should ensure that neither parent is seen by the court to be in a less advantageous position simply because he or she cannot afford the fares. The term 'parent' may include a person who has parental rights.

If the child is in LA care and the LA has determined that the child is in need, you may wish to liaise with the LA who may exceptionally provide payment of travelling expenses.

It would not be appropriate to make an award once the responsibility has been decided by the court, e.g. to allow a parent to exercise their right of access to the child, or if responsibility proceedings are not being undertaken. You may award a CP if an appeal against the court's decision is pending.

See page 59 for contact details of Children’s Social Care 5.2 16 - 17 year olds claiming Job Seekers Allowance

16 - 17 year olds who have established an entitlement to JSA or payments on account of such a benefit will need to apply for a short term advance from DWP (see page 53). 5.3 Hardship due to payment of regular income in arrears

Most IS, ESA (IR) or JSA (IB) and other benefit claimants will have resources from their previous source of income, e.g. last wages, to cover the period until the first benefit payday.

Similarly, for most people starting work the benefit payment arrangements will be such as to provide resources to cover the period up to their first pay day. Some people may not have sufficient resources to meet their needs during these periods and they should apply for a short term advance from the DWP in these circumstances (See page 53). 5.4 Applying for a Lifeline

Applicants previously applying for a Community Care Grant in order to pay for the annual costs of installing a lifeline (under the criteria of exceptional pressure due to impacts of a disability) may now be able to apply for a Crisis Payment instead. Any applicants requesting a payment to fund a lifeline who have not previously had one installed should be referred to the Housing and Community Services Control Room 25 in the first instance to see whether or not a lifeline is appropriate and to talk through the applicant’s needs. Should the Control Room believe that an applicant may be eligible for a Crisis Payment they should refer the applicant back to the Crisis Payment scheme.

Applicants will not be eligible if they are already in receipt of Adult Social Care services and have had their contributions reduced to pay for a lifeline or are eligible for this again on renewal of their lifeline. They will also need to prove that they are in receipt of Income Support, income related Employment Support Allowance, income based Job Seekers Allowance, State Pension Credit or Council Tax Support and demonstrate a clear need to have a lifeline installed. They will be deemed at ‘critical’ or ‘substantial’ risk in line with Adult Social Care FACS criteria. They will not be expected to repay any amount awarded for the purposes of this service due to their vulnerability.

The following procedures should be followed:

1. Crisis application to be completed on care first.

2. Usual Paper work to be verified plus evidence of ‘Critical’ or ‘Substantial’ needs. 3. Scanned and saved in ESCR

4. On completion of the application form:

a) Check Fairer Charging Financial Assessment on Care First.

b) If the client is ‘nil charge’ and the amount is not already being deducted as part of their expenditure, the client is eligible for a Crisis Payment for Lifeline.

c) If the client is paying a contribution to care, please discuss individual cases with Sandra Hogarth (finance team). The cost of the Lifeline may be able to be deducted from their contribution as part of the client’s expenditure. This will prevent the client having to reapply annually for the Crisis Payment.

5. If a Crisis Payment is needed to support Lifeline, an email should be sent to [email protected] containing the client’s:

CF number, Address Date of birth Cost code ZH5000/91230

The acknowledgment email should be saved in the client’s ESCR under ‘Finance’.

Lifelines are free to install but the client needs to pay a monthly maintenance figure. Yearly this equates to £179-£280 per year. Any amount awarded will include this total amount.

See: http://bopwss3/sus/gg/Shared%20Documents/Lifeline/Poole%20Lifeline%20Telecare %20Services%20Leaflet.pdf

Appendix A – Disregards

Any resources can be disregarded if the Assistant Care Manager considers it reasonable to do so in the circumstances of the case. Assistant Care Managers should not routinely disregard any resource; they need to establish that the resource has been specifically earmarked for a purpose. Such disregards will normally be applied to:

 housing benefit  other Social Fund (SF) payments  the value of the applicant's home or premises acquired for occupation by the applicant within 6 months  the value of any premises occupied by a relative or former partner of the applicant  the assets of any business owned by the applicant  any sum paid to the applicant in consequence of damage to or loss of the home or any personal possessions and intended for its repair or replacement  any sum acquired on the express condition that it is used for effecting essential repairs or improvements to the home  any personal possessions, except those acquired for the purpose of securing eligibility for a Crisis Payment  any run-on payment of council tax, council tax support or housing benefit  any compensation award set aside for the replacement of lost livelihood  any integration loan granted under The Integration Loans for Refugees and Others Regulations 2007

The mobility component of Disability Living Allowance should be disregarded in full when considering the resources of a person who has applied for a Crisis Payment, as was the case with previous Social Fund Crisis Loan administration and with regard to Section 73(14) of the Social Security Contributions and Benefits (NI) Act 1992. Payments from the Independent Living Fund 2006

Payments from the Independent Living (Extension) Fund/Independent Living (1993) Fund should be fully disregarded. These are discretionary trust funds which will make payments to enable a severely disabled person to continue to live in the community.

Primarily payments will be made to enable the disabled person to employ domestic assistance or personal care. However, trustees are able, exceptionally, to make lump sum payments for items which will prevent the applicant from entering residential care. Payments from the MacFarlane Trust

Payments made from the MacFarlane Trust should be fully disregarded. This is a charitable trust established partly out of funds provided by the Department to the Haemophilia Society for the relief of poverty or distress amongst those suffering from haemophilia. 28

Payments made from the trust do not have to be disclosed by Crisis Payment scheme applicants. Payments from variant Creutzfeldt Jakob Disease (vCJD) trusts

The vCJD trusts make payments to people who have contracted vCJD and their immediate families. The payments are made in recognition of the pain and suffering of victims and their families. These should be fully disregarded. Payments from the Skipton Fund

The Skipton Fund makes payments to those people infected with Hepatitis C from NHS blood or blood products. These payments are made on compassionate grounds and will help alleviate some of the problems people, affected in this way, are experiencing.

These should be fully disregarded. Other disregards

Any other resources should be fully disregarded if it is considered reasonable to do so in the circumstances, e.g. it may be reasonable to disregard capital assets such as savings certificates for a few days provided the applicant is urgently arranging to cash them. Help from another person or body

Any help which might be available from any other source to meet or partly meet the need should be taken into account, if there is a realistic expectation that help would be available in time. Possible sources of help might be charities and benevolent funds which are known to be likely to provide the required assistance. Health and Social Services Boards/Trusts

Social Care units do not normally meet financial needs. If there is an indication that help may have been sought or provided by them, Assistant Care Managers should check with units to avoid duplication of help.

Appendix B – Exclusions

(1) A crisis payment may not be awarded in respect of - (a) any of the following –

(i) any need which occurs outside the United Kingdom; (ii) an educational or training need including clothing and tools; (iii) distinctive school uniform or sports clothes of any description for use at school or equipment of any description to be used at school; (iv) travelling expenses to or from school; (v) School meals taken during school holidays by children who are entitled to free School meals; (vi) Expenses in connection with court (legal) proceedings (including a community Service order) such as legal fees, court fees, fines, costs, damages, subsistence or travelling expenses (other than a Crisis Payment for emergency travelling Expenses where an applicant is stranded away from home); (vii) Removal or storage charges where an applicant is re-housed following the Imposition of a compulsory purchase order, or a redevelopment or closing order, or a compulsory exchange of tenancies; (viii) Domestic assistance and respite care; (ix) A medical, surgical, optical, aural or dental item or service; (x) Work related expenses; (xi) Debts to government departments; (xii) Investments, or

(2) In addition to the expenses excluded by paragraph (1), a crisis payment may not be awarded for any expenses in respect of any of the following items - (a) Mobility needs; (b) Holidays; (c) A television or radio, or licence, aerial or rental charges for a television or radio; (d) Garaging, parking, purchase, and running costs of any motor vehicle except where payment is being considered for emergency travelling expenses; (e) housing costs, including repairs and improvements to the dwelling occupied as the home including any garage, garden and outbuildings, and including deposits to secure accommodation, mortgage payments, rates, water rates, sewerage rates, service charges, rent and analogous charges for accommodation, other than- (f) payments for intermittent housing costs not met by housing benefit, income support, income-based jobseeker's allowance, state pension credit or income-related employment and support allowance for which direct payments cannot be implemented such as the cost of emptying cess pits or septic tanks, or (g) Charges for board and lodging accommodation and residential charges for hostels, but not deposits, whether included in the total charge or not, or (h) Minor repairs and improvements; (I) council tax, council water charges, or community water charges; (j) Costs associated with home or personal security measures other than locks, bolts, door chains and door viewers for outside doors and windows.

Respite care

This term covers a range of situations allowing a respite, or break, for either:

 someone looking after a person in need of care  a disabled or elderly person who lives alone and needs a rest from their tasks for a week or two

Respite care includes the following situations:

 Arrangements made for someone else to come into the home and provide care, either for a set period or on a regular basis for, say, a few hours each week. Local authorities may provide such services but the provision may vary from one local authority to another. Voluntary organisations can also help  a person normally cared for in their own home who is being taken into short term residential care  a person living independently who is being given a short term break in residential care

Repair to property of public sector housing bodies

The term `public sector housing bodies' covers analogous property, i.e. a property provided by most housing associations. Housing costs, repairs and improvements

Payments cannot be made to meet, or help to meet, the cost of repairs and improvements to the dwelling occupied as the home, including any garage, garden and outbuildings, other than minor repairs and improvements. The use of the term ‘repairs and improvements’ include the cost of both materials and labour. A repair will generally put right something that is defective. An improvement will generally upgrade something, or add something to the property that was not there before.

It is difficult to precisely define the term ‘minor’. The following considerations, however, will be relevant when deciding whether a repair or improvement is ‘minor’ or not:

 the nature and extent of the work  the time needed to complete the work  the cost of the work

Assistance from a Crisis Payment is not appropriate to meet, or help to meet, the cost of repairs or improvements which are not minor. These are more appropriately financed through:

 house insurance  government grants  a commercial loan

The Income Support (IS), State Pension Credit (SPC), income - related Employment and Support Allowance (ESA (IR)) or income- based Job Seekers Allowance (JSA (IB)) assessment may include an amount in respect of interest on a loan taken out for some repairs and improvements. The IS (General) Regulations 1987 Schedule 3 paragraph 16(2) and Jobseeker's Allowance Regulations 1996 Schedule 2 para 15(2) specify the repairs and improvements for which interests may be included in IS and JSA (IB) respectively.

For people of state pension credit age, IS, JSA (IB) or ESA (IR) help for interest on loans taken out for these costs will not generally be payable until they have received IS, JSA (IB) or ESA (IB) for 39 weeks. Medical, surgical, optical, aural or dental item or service

Such items or services should normally be provided through the health service but those items or services for which a charge is made are:

 free for people on IS, income-related ESA or income-based JSA  free or at reduced cost for certain other groups

There is no specific definition of medical items in Social Security or NHS legislation. You should use a common sense approach and take account of the circumstances of the individual application.

People asking for help for any such item or service should be referred to their GP, dentist or optician, as appropriate.

Applicants may ask for items in everyday use, although the need may have arisen from a medical or other condition, e.g. someone with an allergy may need cotton sheets. Payments for such items from a Crisis Payment are not specifically excluded.

If such help is requested, Assistant Care Managers should first find out whether aid is available from other relevant agencies, e.g. GPs and hospital doctors can prescribe `borderline substances' in specific circumstances, e.g. sunscreen for people with particular skin ailments.

If help cannot be provided from other agencies, the application should be considered:

 on its merits  assessing its priority in relation to - the other applications - the budget

Work related expenses

This term covers expenses related to seeking and obtaining employment, e.g. fares when seeking work, new clothes on starting work. Some employers will consider an

32 advance of earnings to help a new employee with such expenses. Help may also be available in the form of a Budgeting Loan. Debts to government departments

These include:

 National Insurance arrears  income tax liabilities  customs charges  rent arrears  rates arrears  council tax arrears

Accommodation charges including meals and services

If a Crisis Payment application is received for a payment in advance to secure accommodation in a hotel, lodging house or similar establishment, any award should meet the accommodation charge only. If the charge includes meals and/or services and the accommodation charge is not known, you may deduct a reasonable amount for meals and/or services that are known to be provided, before making an offer of a payment. Application for excluded item

If another body might be able to meet the need, refer the applicant to them. If in doubt that the agency can help, the agency's advice should be sought before referring the applicant to them. All action should be recorded on the application form. Maternity and funeral expenses

A Crisis Payment cannot be made for any form of maternity or funeral expense.

You must therefore decide if you should regard a particular item as a maternity or funeral expense according to the individual circumstances of each application. Maternity expenses

While the term `maternity expenses' has its ordinary meaning there is no one accepted meaning of the term. Assistant Care Managers must use their judgement in deciding whether to consider an item to be a maternity expense.

This excludes awards from the discretionary fund for items such as the initial clothing needs of a new-born baby. Items which a child needs later in its development, such as larger size clothing, as the needs of a growing child rather than maternity expenses may be considered.

Clothing for a pregnant woman may be considered, often referred to as `maternity clothing' as a personal need of the expectant mother rather than an immediate need of a new-born baby.

Assistant Care Managers should consider whether the help requested is for:

 maternity needs before the birth or  new items for a growing child which you may not consider to be maternity expenses

A person can make a claim for a Sure Start Maternity Grant from the regulated fund 11 weeks before the expected date of confinement and up to 3 months after the birth. Baby items requested within this period may often fall within the category of maternity expenses.

Assistant Care Managers should take into account:

 the items applied for and the circumstances surrounding the need  the timing of the application, i.e. before, around the time of or after the birth  whether it is reasonable to class the need as a maternity expense

Funeral expenses

Please see page 34 for details on funeral expenses covered and not covered by the Crisis Payment scheme.

Appendix C – Dealing with repeat applications

Repeat applications will not be considered:

 Where the application is for a crisis payment for living expenses for a period where such a payment has already been awarded to the applicant or his partner. The decision maker shall not determine the application unless satisfied that it is to provide items and services:  as a consequence of a disaster which has occurred since the previous award; or  in an emergency which- (I) has arisen since the previous award (ii) Is not a consequence of an act or omission for which the applicant or Partner is responsible, e.g. gambling or misspending, and (iii) The applicant or partner could not have taken reasonable steps to avoid.

 A Crisis Payment application will not be considered if made within 28 days of a previous application by the same person for the same expenses for which a payment has already been awarded or refused unless there has been a relevant change of circumstances. Repeat applications

An application should not be refused for the same expenses in those cases where:

 the previous application was withdrawn before an offer was made  the applicant declined the previous offer  the applicant does not respond to offer  the Assistant Care Manager decided that the previous application was incomplete

This provision applies where the Crisis Payment application is for living expenses and an award has already been made to that person or their partner for the same period on a previous application. Disaster since the previous award

If there has been a disaster since the previous award and the Assistant Care Manager is satisfied that help with items or services is needed as a consequence of this, the Assistant Care Manager can go on and determine the repeat application.

Emergency since the previous award

In order to determine the application, the Assistant Care Manager must be satisfied that there has been no act or omission on the part of the applicant or partner for which they are responsible and that they could not have taken reasonable steps to avoid the emergency. This means considering:

 Whether the applicant or partner caused the emergency by a direct act or omission (failure to act); and if not whether the applicant or partner could have taken reasonable steps to avoid it.

Examples of causing the emergency by a direct act are gambling or misspending.

Where the applicant or partner did not directly cause the emergency, it should be ascertained whether reasonable steps were taken avoid it.

For example, if the home is burgled, confirm that steps were taken to secure the home in the first place by locking all doors and windows etc. Whilst it may be understandable that the applicant or partner forgot to lock a door leaving cash easily accessible to an opportunist thief, in most cases it could not be considered that they have taken reasonable steps to avoid an emergency.

Similarly, if the applicant or partner chose to carry all their available cash and this is lost or stolen, there may have been several steps that could have been taken to avoid the emergency. For example, some cash could be left in the bank or secure at home; or more securely carried around on a person in an inside pocket or money belt. Exceptions

In considering the responsibility of the applicant or partner, their individual circumstances should be taken into account. For example, it may be relevant that the person whose act gives rise to the emergency is suffering from a mental illness or disability.

However, where that person is a member of a couple, it should still be considered whether the other member of that couple could have taken reasonable steps to avoid the emergency.

Those who are the innocent victims of crimes such as serious physical assault which results in the loss or theft of money are not likely to have caused the emergency, or have been able to take steps to avoid it. There will generally be corroborative evidence available for such incidents, such as a police report and an ongoing investigation.

However, where the applicant or partner is a victim of crime, the Assistant Care Manager must still be satisfied that the emergency could not reasonably have been avoided. The officer should seek further explanation where it is not apparent why it was necessary to be in a known high crime area late at night carrying more than a small amount of money.

If the Assistant Care Manager is satisfied that neither the applicant nor partner caused the emergency and could not have taken reasonable steps to avoid it, the officer can go on and determine the repeat application.

A crisis payment application made after 28 days from the date of a previous application for the same expense is not subject to the provisions of Appendix B (3).

In considering a repeat application), a relevant change of circumstances might be, for example, a change in the:

 applicant's circumstances  budgetary position  law

With regard to the applicant’s circumstances and whether there has been a relevant change, officers should consider the following example:

A repeat application for a bed is made by 2 different applicants who have already been awarded a payment for a bed. Applicant A did not buy a bed, but a different household item instead. Applicant B did buy a bed, but the bed has been subsequently destroyed by a house fire.

In the above example, there is no relevant change in Applicant A’s circumstances. There may however, be a relevant change in Applicant B’s circumstances.

In terms of the budgetary position, a new budget allocation at the beginning of the year or the normal budget fluctuations throughout the year would not in themselves represent a relevant change of circumstances. However where there has been a change in the budget that allows greater award amounts this may constitute a relevant change.

The main focus, in deciding whether a change is relevant, will be on whether it relates to the reasons for refusing or awarding a payment.

Appendix D - Excluded persons

This sets out some groups of people excluded from a Crisis Payment (CP) and they are listed below:

 Care home residents and hospital in-patients unless it is planned that they will be discharged within the following two weeks.  Persons who are members of and fully maintained by a religious order  Those receiving education and thus not entitled to Income Support, income based Jobseekers Allowance, or income related Employment and Support Allowance.  Persons from abroad of subject to immigration control (see Appendix D)

Temporary release is governed by rule 27 of the Prisons and Young Offenders Centres Rules (NI) 1995. It is also referred to as home leave.

A CP should be considered for a person receiving Income Support (IS), Income- Related Employment and Support Allowance (ESA (IR)), Income-Based Job Seekers Allowance (JSA (IB)), State Pension Credit (SPC) or payment on account of such benefits who needs help with the extra expense of caring for a prisoner on temporary release.

The exclusion in does not apply to people who are:

 released from prison on parole  released from prison on permanent licence  on bail pending a court hearing

Students, Persons from Abroad and persons subject to immigration control

CP awards are restricted to expenses to alleviate the consequences of a disaster for specified groups. It aims to support the benefit regime by restricting CP access for those who are not entitled to income related benefits as they are:

 students (who should be supported by student income streams) or  Persons from Abroad  persons subject to immigration control

Students

Students who receive Income Support (IS), Income-related Employment and Support Allowance(ESA(IR), Income-based Job Seekers Allowance(JSA (IB)), State Pension Credit (SPC) or payment on account of such benefits are eligible for Crisis Payments (CPs) in the normal way.

There is no exclusion from State Pension Credit (SPC) for students aged 60 or over who are in:

 full time advanced education 38

 part time advanced education  full time non-advanced education  part time non-advanced education

Student top-up loans and Access Funds are available in addition to any education grant. Most full time students are excluded from receiving IS, ESA (IR), JSA (IB) or payments on account of such a benefit throughout the period of their course including the long vacation where this occurs during but not at the end of a course.

Full time students who are not in receipt of IS, ESA (IR), JSA (IB), SPC or payment on account of such benefits are eligible for CPs during term time or in any vacation only to alleviate the consequences of a disaster.

Discretionary payments from the Access Funds, administered by the appropriate educational institution, are intended to provide help in cases of financial hardship. In determining an application, Assistant Care Managers should check the availability of such funds. Persons from Abroad and those subject to immigration control A person from abroad (PFA) is someone who is subject to immigration control but does not meet the conditions of the Habitual Residence Test. People subject to immigration control who have to pass the habitual residence test are:

 people with indefinite leave to remain (for more on ILR, click here for England and Wales)  nationals of Croatia, Macedonia or Turkey – other than those covered by one of the exemptions set out below  EEA nationals not covered by the exemptions set out below (mainly those who are not engaged in the labour market, for example, students, people who are self-sufficient or who have acquired a right to reside as a result of five years' residence).

Note: Persons subject to immigration control (PSIC) are not covered but are likely to be excluded from Crisis Payments by virtue of s115 of the Immigration and Asylum Act 1999.

Appendix E

Definition of relative, close relative, partner, couple, child and qualifying young person

Definition of ‘close relative’

The Department for Work and Pensions specifies a close relative as:

1. A parent, parent-in-law, son, son-in-law, daughter, daughter-in-law, step•parent, step-son, step-son-in-law, step-daughter, step-daughter-in-law, brother, brother-in- law, sister, sister-in-law and similar relationships arising through civil partnerships.

‘Brother’ and ‘sister’ includes half-brother and half-sister. A child who is adopted becomes a child of the adoptive parents and becomes the brother or sister of any other child of those parents. The child stops being the child of, or the brother or sister of any children of, the natural parents. Whether an adopted person is a close relative of another person depends upon the legal relationship and not the blood relationship. Definition of ‘relative’

A relative is a close relative, grand-parent, grand-child, uncle, aunt, nephew or niece. Definition of ‘partner’

A partner is: 1. The other member of a couple or 2. Where the person is married polygamously to two or more members in the household, any such member. Definition of ‘couple’

Couple means 1. A man and a woman who are married to each other and are members of the same household 2. A man and a woman who are not married to each other but are living together as husband and wife 3. Two people of the same sex who are civil partners of each other and are members of the same household or 4. Two people of the same sex who are not civil partners of each other but are living together as if they were civil partners, and for the purposes of 4., two people of the same sex are to be regarded as living together as if they were civil partners if, but only if, they would be regarded as living together as husband and wife if they were instead two people of the opposite sex. Definition of ‘child’

A child is a person who has not reached the age of 16

Definition of ‘qualifying young person’

A qualifying young person is a person who is not a child and who

1. Has not reached a prescribed age (16) and 2. Satisfies other conditions (that they are the in the legal care of the claimant and the claimant can demonstrate parental responsibility).

Appendix F - Recommended awards for items and services

Item or service Recommended Notes award amount Cooker £180 Washing machine £180 Single pram/pushchair £60 Double pram/pushchair £120 High chair £30 Single bed base £50 Double bed base £90 Single mattress £60 Double mattress £100 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 Fridge £110 Large fridge or freezer (or fridge- £150 freezer) Small fridge or freezer (or fridge- £110 – fridge or freezer) fridge-freezer £130 - freezer Heating appliance £25 (fan/convection/panel) Fireguard £20 Safety gate £20 Cooker guard £17 Vacuum cleaner £60 Tumble dryer (special circumstances £120 only) Overnight accommodation (per night) £40 max per night Floor covering £250 max Washer-dryer £350 Table and Chairs £70 Sofa £200

Clothing (spend card)

Children should be awarded a maximum of £20, and adults £40 for clothing items. Travel expenses - (applicant must prove they are eligible for income- based benefits). Award up to £100 prepaid card). Any award will only be allocated for travel within the UK. Travel awards will be made to:

 assist a person to attend the funeral of a relative as specified in this guidance (not more than 50 miles away)  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 guidance for further information on this)  assist a person suffering domestic violence to travel to a place of safety

It is at the discretion of the Assistant Care Manager to decide on the relationship between the person being visited and the applicant.

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, (at a rate of 14p per mile) 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

The 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. Accommodation expenses (prepaid card)

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

A maximum award of £40 per night will be awarded for accommodation. Food

Food will be awarded via Poole Food Bank vouchers This will provide 3 days’ worth of food provision.

The food bank is not open on a Monday however so any legitimate requests for food on a Friday will need to be met via referral to the Day Centre on Commercial Road. In a situation where it is not possible to provide a Food Bank voucher, a Tesco spend card may be issued based on daily guidelines shown for adults and children included in the claim.

Child – for whole weekend (3 days) £20

Adult – for whole weekend (3 days) £30

Food may need to be provided for up to 11 days on top of the three days of provision possible through a food bank referral. In these cases, £20 per 3 days should be awarded for children and £75 for 11 days. £30 should be awarded per 3 days for adults and £110 for 11 days.

Other specialist items, e.g. for disabled recipient (cash or spend card as appropriate)

Items not listed and which are requested in special circumstances should be researched using designated list of retailers (see below). Prepaid card should be loaded with an appropriate value to cover the cheapest, most suitable option in these cases. Repairs, e.g. to a washing machine

We will not meet costs for repairs. Should an essential item of equipment have broken down, the cost (as stated above) of a new item will be met. Utilities

Please note that we will not pay costs for fuel reconnection. No mobile phone costs will be met. An award of £5 per day will be made for both electricity and gas together for any application. How much to award

A CP award 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, Decision Makers should bear in mind that the scheme is cash (budget) limited. Paying a grant 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. Applicants are limited to three applications in a 12-month period, beginning from the date on which the first application was made.

Payment Method Description Furniture, white goods, other household items (including Prepaid Card flooring), clothes, bedding, laundry, travel and accommodation costs Tesco spend card Food, when food bank voucher not available Furniture, white goods, other household items (including Argos spend card flooring), bedding Limited, discretionary use where no other options are Cash available

Proof of purchase

Information leaflets about the scheme given to claimants state that we have the right to ask for proof of purchase of all items awarded as a grant or loan. This proof of purchase will need to be kept by claimant for 12 months in case of audit.

Appendix G – Accepted proof documents

Applicants will need to provide the following proof with their application

1. Evidence of address.

 Driving licence   Letter from employer or payslip, where  Television licence your address is included

 Medical card  State Pension Credit decision letter, Post  Hire purchase agreement Office statement

 Electricity, gas, telephone  Bank or credit card statement (land line) or water bill  Correspondence from the HM Revenues (could be an online print- and Customs, Department of Work and out) Pensions, solicitor, mortgage lender or other professional body

2. Evidence of National Insurance (NI) number

 A recent payslip  A recent Pension Statement  Any documentation from the Department for Work and Pensions  A P45, P60 or any other documentation from HM Revenue and Customs.

3. Evidence of identity

 An original passport or  An original driving licence or  An original birth or adoption certificate.

They will also need to provide

 a copy of your most recent bank statement for all accounts  Evidence of your disaster crisis or pressure (as far as is reasonably possible). This may include:

- A letter from your landlord or insurance company - Crime no from the Police if you are the victim crime - Covering letter from a support worker explaining your situation

Appendix H – Argos and Euronics Home Delivery Charges

Argos Home Delivery

There are 3 ways you can arrange your delivery:

 Online: find your products on the website, add them to your trolley and choose to buy for home delivery. Then go through our quick and easy checkout process.

 By phone: call 0845 640 2020 between 8am and 8pm, 7 days a week.

 In store: our sales assistants can take your order at any till (excludes kiosks). Argos deliver anywhere in the mainland UK and Northern Ireland

Delivery services:

There are a range of delivery services depending on the type of products you order.

 Small items

 Large items

 Combination of big & small items

 2-3 day express delivery

Euronics

Euronics delivery is free to the UK mainland. See http://www.euronics.co.uk/service-support/delivery

Appendix J – Location of PayPoints in Poole

http://www.paypoint.co.uk/paypointlocator

STORE ADDRESSES

STORE FACILITIES* Jas News & Booze 374 Poole Road Branksome, Poole Dorset, BH12 1AW Distance: 0.00 miles

OPENING HOURS

06.00 - 22.00 Mon 06.00 - 22.00 Tue 06.00 - 22.00 Wed 06.00 - 22.00 Thu 06.00 - 22.00 Fri 06.00 - 22.00 Sat 06.00 - 22.00 Sun Now Open *WesternUnion

Alder Stores 91-93 Alder Road, Poole Dorset, BH12 2AB Distance: 0.00 miles

OPENING HOURS

07.00 - 22.00 Mon 07.00 - 22.00 Tue 07.00 - 22.00 Wed 07.00 - 22.00 Thu 07.00 - 22.00 Fri 07.00 - 22.00 Sat 07.00 - 22.00 Sun Now Open CoOp Good Road 36 Good Road, Poole Dorset, BH12 3HP Distance: 0.00 miles

OPENING HOURS

06.00 - 22.00 Mon 06.00 - 22.00 Tue 06.00 - 22.00 Wed 06.00 - 22.00 Thu 48

06.00 - 22.00 Fri 06.00 - 22.00 Sat 07.00 - 22.00 Sun Now Open M & K News 2 Sea View Road Parkstone, Poole Dorset, BH12 3JU Distance: 0.00 miles

OPENING HOURS

06.00 - 23.00 Mon 06.00 - 23.00 Tue 06.00 - 23.00 Wed 06.00 - 23.00 Thu 06.00 - 23.00 Fri 06.00 - 23.00 Sat 06.00 - 23.00 Sun Now Open *ATM

Premier 68 Sea View Road Parkstone, Poole Dorset, BH12 3JY Distance: 0.00 miles

OPENING HOURS

06.00 - 21.00 Mon 06.00 - 21.00 Tue 06.00 - 21.00 Wed 06.00 - 21.00 Thu 06.00 - 21.00 Fri 06.00 - 21.00 Sat 06.00 - 21.00 Sun Now Open *Collect+

Tesco Express 184 Herbert Avenue, Poole Dorset, BH12 4HU Distance: 0.04 miles

OPENING HOURS

07.00 - 23.00 Mon 07.00 - 23.00 Tue 07.00 - 23.00 Wed 07.00 - 23.00 Thu 07.00 - 23.00 Fri

07.00 - 23.00 Sat 07.00 - 23.00 Sun Now Open One Stop Stores Ltd 97 Melbury Avenue, Poole Dorset, BH12 4HG Distance: 0.34 miles

OPENING HOURS

06.00 - 22.00 Mon 06.00 - 22.00 Tue 06.00 - 22.00 Wed 06.00 - 22.00 Thu 06.00 - 22.00 Fri 06.00 - 22.00 Sat 07.00 - 22.00 Sun Now Open MCCOLLS 163 Alder Road, Poole Dorset, BH12 4BD Distance: 0.47 miles

OPENING HOURS

06.00 - 22.00 Mon 06.00 - 22.00 Tue 06.00 - 22.00 Wed 06.00 - 22.00 Thu 06.00 - 22.00 Fri 06.00 - 22.00 Sat 07.00 - 22.00 Sun

 Collect+

Now Open Alder Stores 91-93 Alder Road, Poole Dorset, BH12 2AB Distance: 0.65 miles

OPENING HOURS

07.00 - 22.00 Mon 07.00 - 22.00 Tue 07.00 - 22.00 Wed 07.00 - 22.00 Thu 07.00 - 22.00 Fri 07.00 - 22.00 Sat 07.00 - 22.00 Sun

Central Stores 21 Haven Road, Poole Dorset, BH13 7LE Distance: 0.41 miles

OPENING HOURS

06.30 - 21.00 Mon 06.30 - 21.00 Tue 06.30 - 21.00 Wed 06.30 - 21.00 Thu 06.30 - 21.00 Fri 06.30 - 21.00 Sat 06.30 - 21.00 Sun Now Open Central Stores 46 Haven Road, Poole Dorset, BH13 7LP Distance: 0.41 miles

OPENING HOURS

07.00 - 20.00 Mon 07.00 - 20.00 Tue 07.00 - 20.00 Wed 07.00 - 20.00 Thu 07.00 - 20.00 Fri 07.00 - 20.00 Sat 07.00 - 20.00 Sun Now Open Co-Op Petrol Lilliput 291 Sandbanks Road, Poole Dorset, BH14 8EZ Distance: 0.81 miles

OPENING HOURS

07.00 - 23.00 Mon 07.00 - 23.00 Tue 07.00 - 23.00 Wed 07.00 - 23.00 Thu 07.00 - 23.00 Fri 07.00 - 23.00 Sat 07.00 - 23.00 Sun Now Open CoOp Parkstone Penn Hill Avenu Penn Hill Avenue, Poole Dorset, BH14 9NB Distance: 1.32 miles

OPENING HOURS

06.00 - 22.00 Mon 06.00 - 22.00 Tue 06.00 - 22.00 Wed 06.00 - 22.00 Thu 06.00 - 22.00 Fri 06.00 - 22.00 Sat 06.00 - 22.00 Sun Now Open Parkstone News, Food & Wine 187 Bournemouth Road, Poole Dorset, BH14 9HU Distance: 1.37 miles

OPENING HOURS

07.00 - 23.00 Mon 07.00 - 23.00 Tue 07.00 - 23.00 Wed 07.00 - 23.00 Thu 07.00 - 23.59 Fri 07.00 - 23.59 Sat 07.00 - 23.00 Sun

Appendix K – Signposting to other agencies, services and organisations

The following agencies and organisations offer help also in signposting:

Citizens Advice Bureau: 0844 245 1291. www.poolecab.co.uk. 54 Lagland Street, Poole, Dorset, BH15 1QG.

Quay Advice (for young people): The Quay Advice Centre, Hill St, Poole BH15 1NR. 01202 262291. http://www.quayadvice.co.uk/

Job Centre Plus: Dear Hay Lane, Poole, Dorset BH15 1NZ. Open Mon-Sat 9- 5.30pm. 0845 6043719

Poole Forum: 01202 746040. 386 Ashley Road, Poole, Dorset, BH14 0AA. http://pooleforum.co.uk/contact.html. Run by and for people with learning disabilities in Poole.

Family Information Service Dolphin Centre, Poole, BH15 1SA Tel: 01202 261999; [email protected] http://www.poolefamilyinformationdirectory.com/kb5/poole/fis/home.page

Presenting Where to signpost problem Benefit DWP or Job centre spent/waiting 0845 6043719 for first benefit or pay cheque

Homelessness Housing and Community Services 0800 506050 or threat of Local police if they lose their home outside the normal office homelessness hours of 8.30am to 5.15pm (Tel: 101) Nightshelter - 10 St Paul's Lane, Bournemouth BH8 8AJ. 01202 587160. Fax: 01202 587168 (accept self-referrals and referrals from any agency). http://www.homelessuk.org/details.asp?id=HO1007470 BCHA Rough Sleepers Projects: Skinner Street United Reformed Church, 5 Skinner Street, Poole, BH15

1RQ. Liz Bailey - outreach co-Ordinator, 07985 998904. Afternoon drop iins Mon & Thur: 1.30pm - 2.30pm. Evening drop ins: Tue 7.30pm Hill Street Baptist Church, Fri 7.30pm Skinner St URC. www.routestoroots.org [email protected].

Salvation Army Poole Corps, 2 New Orchard, Poole, Dorset, BH15 1LY. 01202 679 939. http://www.salvationarmy.org.uk/sou/Poole Domestic Women’s Aid (National DV helpline) - 0808 2000 247 Violence http://www.womensaid.org.uk/ Poole Domestic Abuse Project: Ted Webster Family Centre, Borough of Poole, 519a Ashley Road, Poole. 01202 710777. [email protected] Bournemouth Domestic Violence Outreach Project 01202 547641 Butterfly Foundation 01202 463016 Rape Crisis 01202 547755 Relate (Bournemouth & Poole) 01202 311231 Victim Support 0845 38 99 528 Support for Lesbian, Gay, Bisexual & Transgender (LGBT) Victims Broken Rainbow 0300 999 5428 or 08452 60 44 60 Mon 14.00-20.00; Wed 10.00-13.00; Thurs 14.00-20.00 Support for Male Victims Respect 0808 801 0327 Help for the Perpetrator Respect 0845 1228609 Probation/ Poole Probation 63 Commercial Road, Parkstone, Poole, BH14 0JB. Prison leavers 01202 307200 1. Bournemouth Probation 7 Madeira Road, Bournemouth. 01202 200200. 2. Dorset Probation Stafford Road, Bournemouth, Dorset 01202 291392 3. Brokerage services – Borough of Poole 4. Keith Mitchell/Sue Wanklyn. 01202 633417 http://www.footprintsproject.co.uk/help-for-offenders/ 5. Footprints project on the Classifieds ‘Wanted ‘ list as they are looking for support by donating TV’s, Vacuum’s etc. Visits to ex-offenders to see how they can help - may be preferable for those in particular who do not feel they can take on a loan. Debt/money Citizens Advice Bureau (see details above) management PHP – Your money service. and advice 01202 264400. [email protected] Coastal Credit Union: 531/533 Christchurch Road, Boscombe, Bournemouth, Dorset, BH1 4AG. Tel: 01202 566878. Opening Times: Monday – Friday 10am – 2.00pm Saturdays 10am – 12.30pm www.coastalcreditunion.co.uk Hamworthy Money Advice Project - St Gabriel's Church Keysworth Road, Poole, Dorset, BH16 5BH. 01202 668611. http://www.poolefamilyinformationdirectory.com/kb5/poole/fis/view.page ?record=YNU21MO6cIw&category=6 Domestic Housing Intervention Service (BoP Housing and Community Crisis Services) 01202 633415

Living in private rented, owned or housing association property. The Housing Intervention Service provides intensive tenancy support packages for the most vulnerable and complex clients at risk of homelessness. Staff have experience of working with a range of clients groups including: Mental Health, Domestic abuse and violence, Drug and alcohol problems, Adult literacy problems, Gypsies and Travellers, Refugees and Asylum Seekers, HIV/Aids, Offenders and ex offenders

Support includes setting up utilities, debt benefits support, understanding tenancy rights and responsibilities, accessing other services, multi agency case working, personal and family safety. We provide a short term (up to 3 months) crisis-intervention service to prevent homelessness and enable clients to develop the skills to live independently and sustain suitable accommodation. Food Poole Food Bank - Longfleet United Reformed Church, Longfleet Road, Poole, Dorset BH15 2HP. 01202 669566. http://www.faithworkswessex.org.uk/poolefoodbank.htm Drug and EDAS 56 Ashley Road, Parkstone, Poole, BH14 9BN, 01202 733322, Alcohol Fax: 01202 736143, [email protected] misuse YADAS 54a Ashley Road, Parkstone, Poole, BH14 9BN, 01202 741414, Fax 01202 741411, [email protected] Housing tenure Sustain (Poole Housing Partnership). For 18-64 year olds. Poole support (any Housing Partnership tenure) Beech House, 28-30 Wimborne Road, Poole, BH15 2BU. Tel: 01202 264444 http://www.yourphp.org.uk/sustain

Your Money – Poole Housing Partnership. Advice around benefits, bills, banking, loans and budgeting (see contact details above).

Children and Children – Dorset Police child protection unit - Bournemouth 01202 Adults 222222. safeguarding Adults – Adult Social Care Help Desk - 01202 633902 http://www.boroughofpoole.com/health-and-social- care/safeguarding/abuse-adult/ Children Childline (24hrs) 0800 1111 (below 16), Coping with Chaos: including http://www.copingwithchaos.org. The Families Centre, Bond Avenue, disabled West Moors, Ferndown, BH22 0LL. 01202 855105. For play children opportunities, you must first be registered. See web site for details. CHAD (Child Health and Disability Team), [email protected] Tel 01202 714616 The Family Fund, http://www.familyfund.org.uk/ [email protected] , Tel 08449 744 099, Textphone 01904 658085, Fax 01904 652625 Homestart [email protected]. www.home-start.org.uk 55

01202 574877. 1462 Wimborne Road, Kinson, Bournemouth, Dorset, BH10 7AS. Barnardo's Regional Office, Verona House, Filwood Road, Fishponds, Bristol, BS16 3RY0117 937 5500, Fax: 0117 9657082, www.barnardos.org.uk Barnado's helps children, young people and their families over the long term to overcome the most severe disadvantages - problems like abuse, homelessness and poverty - and to tackle the challenges of disability. One off grants MacDougall Trust - http://www.macdougalltrust.org/aboutus.html (referrals only) The administrative secretary, 96 Scarf Road, Poole, Dorset. BH17 8QL. Frank Buttle - http://www.buttleuk.org/ Buttle UK, Audley House, 13 Palace Street, London, SW1E 5HX. 020 7828 7311 White goods Dorset Reclaim and furniture http://www.dorsetreclaim.org.uk/ 3 Didcot Road, Nuffield Industrial Estate, Poole, Dorset, BH17 0GD Tel. (01202) 679080 - Main Tel. (01202) 679350 - Bulky Household Waste Fax. (01202) 677630 Email. [email protected] Opening Hours: Monday - Thursday: 9.30am - 4.30pm, Friday: 9.30am - 4pm Closed on Bank Holidays Keep Coming Back (not white goods) 181 Seabourne Rd. Bournemouth. BH5 2HH. Paul 07917 422117 Will deliver to anywhere in Dorset. Homes kitted out for £70 (not white goods). Walk ins also accepted. Disability Leonard Cheshire Disability, Dorset Care At Home Service, The Grange, 2 Mount Road, Poole, Dorset, BH14 0QW, 01202 739538, Fax: 01202 742196, [email protected] www.LCDisability.org

Mental Health Gateway Team, Borough of Poole Adult Social Services - To self refer and please ring 01202 633583 with your NHS number, which your GP can Depression provide.

http://www.boroughofpoole.com/health-and-social-care/mental- health/gateway-team/ For: age 16+ (not in full time education), experiencing a common mental health problem.

Dorset Mental Health Forum, 29-29A Durngate Street, Dorchester, Dorset, DT1 1JP (http://www.dorsetmentalhealthforum.org.uk/pdfs/other/forum- information-leaflet.pdf) Tel: 01305 257172 Fax: 01305 261049 Email: [email protected]

Bereavement Cruse Bereavement Care, Boscombe Manor Medical Centre, 40

56 counselling Florence Road, Bournemouth, Dorset, BH5 1HQ. 01202 302000. www.crusebereavementcare.org.uk/ The Warm https://www.gov.uk/the-warm-home-discount-scheme/what-youll-get Home Discount Scheme: For winter 2013 to 2014, you could get a £135 discount on your Help with electricity bill. The money isn’t paid to the claimant, it’s a one-off heating costs discount on their electricity bill, usually between October and March. (for those on pension credit You qualify for the discount if on the ‘qualifying day’ (20 July 2013) your only) supplier was part of the scheme, your name (or your partner’s) was on the bill and you were either:

 75 or over and getting the Guarantee Credit element of Pension Credit (even if you get Savings Credit)  under 75 and only getting the Guarantee Credit element of Pension Credit (you won’t qualify if you also get Savings Credit)

If you don’t qualify:

Some suppliers can offer the discount to vulnerable people (e.g. those on a low income). Each supplier has their own rules about who else (known as the ‘broader group’) can get this help. Check with the supplier if you meet their rules for broader group help and how to apply for it. Prisoners See leaving prison http://england.shelter.org.uk/get_advice/homelessness/homeless_on_r elease_from_prison for guidance on homelessness and help with finding housing.

Other charities and support services:

Royal British Legion - 66 North Road, Parkstone, Dorset, BH14 0LU. 01202 744515. Help for ex-service people with benefits and money advice, immediate needs grants, poppy breaks, handy van service etc.

http://www.britishlegion.org.uk/counties/dorset/how-we-can-help

SSAFA

Forces and ex-forces help. Dorset: 0207 463 9224. [email protected]

Anti-Social Behaviour

In an emergency or if a home is at risk, phone Police (999) Borough of Poole ASB Team 01202 633516

Crimestoppers to reports anti-social behaviour anonymously 0800 555 11

Appendix L - Crisis Payment scheme workflow

Customer self- referral for crisis Calls Customer Customer Customer payment dedicated informed by informed by sources goods

enquiry line ASC member Screening as required of staff agent Referral from 3rd party

Customer

Customer Services screening Non questions qualifier

Customer Services

Discuss other options Common Non with customer, e.g. other qualifying qualifier forms of help

questions

Seek approval from Non manager to create qualifier application

Advise caller of Advise caller where next steps, e.g. ID to present

Social Care Help Desk Care Help Social Begin to be brought in themselves for final application and other evidence application steps process

Adult

 Applicant attends Help Award made and Desk with relevant application completed. documents Information leaflet passed  Manager signs to customer

agreements  Assistant Care Manager scans and files documents

Face toFace face locations

Appendix M - Nominated staff across Borough and Probation/Prison services

CYPSC Family Support: http://www.boroughofpoole.com/communities-and-people/children- and-family-care/family-support-service/ [email protected] 01202 735046. Text relay 18001 01202 735046. Children & Young Peoples Social Care, 14a Commercial Road Poole, BH14 0JW.

ASC staff can ask CYPSC staff to verify any information given to them by Crisis Payment applicants regarding their involvement with Social Care. No new information about applicants will be sought and Adult Social Care will not be checking whether applicants are open to Social Care should they have not informed staff of this when applying for a Crisis Payment. Adult Social Care staff will also be asking for detail about any financial assistance that the applicant has received from you to ensure that double payments are not made.

Care Leavers: http://www.boroughofpoole.com/health-and-social-care/help-for- adults/the-pathways-team/ Holly Lodge, 14a Commercial Road, Poole, BH14 0JW. www.poolepathwayteam.co.uk 01202 735046

CYPIS – Targeted team 01202 261980 [email protected] Gail Warrick Cox and Lisa Chapman

Revs and Bens – Investigation team and resource area (Can offer support in relation to issues around Person from Abroad) This involves benefit checking process. [email protected] (On global address list) Send template provided and call at the same time to process immediately. Tel:

Housing Telephone ext. 3804 or e-mail relevant housing officer

Probation

Prison service

Police Safeguarding referral unit email [email protected], Telephone 01202 222777

Income Recovery [email protected]. 01202 634215.

Bournemouth (checking local connection/homelessness status) [email protected]

Appendix N – Complaints Procedure

Social Fund Complaints Process

Service Complaint

Help Desk Manager to forward details of complaint to Complaints Officer C&I to log and acknowledge complaint to complainant.

HDM has 15 working days to investigate and write a letter of response to complainant, with detail of how to proceed to stage 2 of the corporate procedure.

HDM to send copy of response letter to Complaints Officer C&I for logging.

If progressed to Stage 2, Corporate Complaints Officer to investigate, Service Director to respond advising LGO is next stage. Corporate Complaints Officer to feedback learning and service improvement recommendations to HDM to implement and Complaints Officer C&I to log.

Local Government Ombudsman

Examples of Service Complaint

 Assistant Care Manager was rude to the claimant  Assistant Care Manager provided poor/ inaccurate information  There was a significant delay in making a decision