Find out what happens on a home visit, how long it can take us to process your application and what to do if we are unable to help.

*Update: We are currently experiencing a high demand in applications.  This means it may take longer than eight to ten weeks if you have applied to us before and three to four months for first time applications.

For first-time applications

It usually takes around three to four months for us to complete your application but this timescale is approximate and not guaranteed. The actual time to deal with an application will depend on the volume of applications we have and the funding available at any particular time. During this time we may need to discuss your application with you over the phone or via a home visit to find out more about your family’s situation. Find out more about our home visits in the video below:

If you’ve applied before

It usually takes us eight to ten weeks* to make a decision on your application once we have all the information requested but this timescale is approximate and not guaranteed. 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.  

*As mentioned at the top of the page, currently due to high volume of applications, it may take longer than our usual eight to ten weeks.

To be fair to families, all applications are looked at in date order.

If your application is taking longer than expected, 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 contact the Grants Services Manager asking for the decision to be looked at again, giving reasons and any additional information.

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.