After you apply Please be aware that there may be a delay in receiving your grant item due to the impact of Coronavirus on our team and suppliers. Please visit our Coronavirus page for more information. For first-time applications You should hear from us within 10 weeks of us receiving your application. We may need to discuss your application with you over the phone (we will not be asking for home visits while social distancing measures are in place). If you’ve applied before You should hear from us within 10 weeks of us receiving your application. The actual time to deal with an application will depend on the number of applications we receive and the funding available at any particular time. To be fair to families, all applications are looked at in date order. If you have not heard from us after 10 weeks, please contact us or you can log in to your online account to monitor progress. Once your grant has been awarded, you can see more information about how you can use it here. What can hold up an application? If your application form is incomplete or missing copies of the required documents, then your application will be returned to you for completion. We are unable to consider an application until it is received fully complete. When looking at your application we may need to request further information. If we require additional information we will contact you by phone or in writing. This information will be required in order for us to continue to consider your application. If your application is unsuccessful A family can ask for any decision on an application to be reconsidered. This is called an appeal. If you are not happy with the decision on your application, please read our complaints and appeals procedure. Appeals and complaints must be made within two months of the date of the decision or issue. We strive to ensure that all appeals and complaints are: Looked into fully Responded to quickly Handled fairly Resolved satisfactorily To make an appeal or complaint, please contact us.