Household Support Fund

This page provides internal guidance for staff and volunteers within ACCA and CAWS. This guidance should not be shared outside of Citizens Advice.
The link to submit requests is https://forms.office.com/e/nTXNauu5By?origin=lprLink

Do not submit the request until the relevant evidence is on file. We are currently awaiting further guidance for HSF7. In the meantime, we will not consider requests for households who received payment of HSF6 during 2025.

Please email grants@arunchichestercab.org.uk or call 01243 979494 if you have any queries.

The general criteria are:

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

For any exceptional circumstances, please speak to Karolina W.

Any requests other than energy for the amounts given below are not guaranteed to be awarded so please manage client expectations accordingly.

Process for volunteers

Volunteer supports client with advice need and identifies a need covered by the scheme.
Volunteer discusses with Supervisor.
Supervisor tasks Energy Team to call client and discuss needs in greater depth.
Energy Team identifies items and submits the request using the online form.
Decision maker reviews request and transfers to spreadsheet.
Bookkeeper makes payment.
Bookkeeper updates Casebook with payment details.
Client receives payment confirmation email.

Process for Project Workers

Adviser supports client with advice need and identifies a need covered by the scheme.

Adviser identifies exact support to be provided using the guidance.

Adviser submits the request using the online form.

Decision maker reviews request and transfers to spreadsheet.

Bookkeeper makes payment.

Bookkeeper updates Casebook with payment details.

Client receives payment confirmation email.

Process for third party referrals

Referral received by WSCC/ACCA/CAWS admin and a case record is created.
Energy adviser explores needs under the grant and possible advice needs.
Energy adviser identifies exact support to be provided using the guidance
Energy adviser discusses with Supervisor referrals needed for advice and whether it is appropriate to request financial support prior to advice being received.
Energy adviser submits form when appropriate.
Decision maker reviews request and transfers to spreadsheet.
Bookkeeper makes payment
Bookkeeper updates Casebook with payment details.
Client receives items.

General spending guidance – updated for HSF7 1/4/25

You will not need prior authorisation for any amounts within the given limits
The overall total could be met in a different way, e.g. client has no gas so that allowance is spent on electricity instead
Any other requests will be dealt with on a case-by-case basis
You should check if client may be able to get help through other schemes if eligible
Please do not request small items such as blankets, warm clothing, etc.

Households with 1 or 2 people only

Item	Limit
Electricity	£250
Gas/oil/wood/gas bottles	£250
Total	£500

Households with 3-5 people

Item	Limit
Electricity	£375
Gas/oil/wood/gas bottles	£375
Total	£750

Households with 6+ people

Item	Limit
Electricity	£500
Gas/oil/wood/gas bottles	£500
Total	£1000

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

By agreement:

Boiler repairs
Debts
Vehicle repairs
Any other essential expenditure

This is the general guidance on what is needed before you submit a grant request. Digitally excluded clients should post in documents or drop into centres where possible.

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

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

Things you will need before submitting the form

Bills

For any bill payments, we must have a copy of the bill on file. This doesn’t have to be current but must show the account number and client’s name/address. If the bill is in the name of another member of the household only, we should add them as a client and advise them directly. We can accept documents held on previous case notes.

We will also need reference or account numbers. Please ensure these matches the bills on file. Some providers require energy account number and payment references so please add these both if given.

Energy top ups

Please ensure you ask whether it is a smart meter or not as this changes the way we make payment.

We have historically had issues with certain suppliers not allowing us to make payments on behalf of clients and many suppliers have a cap on the amount of credit that can be on a meter. Where possible, please provide the link or telephone number for who we need to contact to make the payment. We will issue vouchers if we are unable to pay directly.

Clients may not have physical bills, but they should submit a picture of their top up cards, or a screen shot from their online account prior to the grant application being submitted.

Verifying income

Clients should be able to show potential financial vulnerability. This could mean proof that they are in receipt of Universal Credit, Pension Credit or any other income-based benefit (note this excludes PIP, DLA, AA as they are not income-based). If the client is not in receipt of benefits, they should send in copies of their bank statement showing potential difficulty to pay for bills or essential items. Documents held on other cases are fine, but they should represent their current circumstances. Any benefit statements or bank statements need to clearly display the client's name and address on them.

Rent arrears

We will need proof of tenancy and confirmation from the landlord of the outstanding balance. This is for private sector only (not council or housing association properties). Payments will still be made to the landlord, not the client.

Verifying identity

This will likely be done whilst verifying income, but we should ensure the client’s name/address/DOB matches any documents we hold. If we do not have any documents, these should be obtained. Please do not obtain passports, driving licences or birth certificates as these should not be stored on our systems unless essential.

Service provision (e.g. boiler repairs, carpet fitting, car repairs)

We cannot recommend traders as we are an independent service, but the business must be a genuine one and able to provide a clear invoice/quote showing their business details as well as the client’s. Buy With Confidence lists traders that have been vetted by Trading Standards so is a good place to start if the client has no preference. We cannot pay the client directly.

Debt payments

Before making a debt payment, we should assess whether the debt issue goes beyond the scope of this project. If a client has debts beyond their essentials, they should complete a debt assessment and seek help from a debt adviser. We can offer payments for their current liability (as set out in the essentials package). Debts where liability is unclear should not be paid by the grant.

If the client is likely to be eligible for a Debt Relief Order or similar solution, it may not be appropriate to consider paying off debts so discussions should be had with a Supervisor, Debt Adviser or Project Lead.

Housing costs

Things we cannot help with:

Council Tax – clients should approach local authority

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

Petrol – we have no way of pre-paying this