Please note: 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. Watch the video below for more information.

Please note: We are not visiting homes right now to keep everyone safe.

If you’ve applied before

You should hear from us within 10 weeks of us receiving your application. The length of time it will take us to process an application will depend on the number of applications we currently have and the funding available at any particular time.  

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?

Before you send in an application, please check if it is completed fully. If your application form is incomplete or missing copies of the required documents, then we cannot consider it. If anything is missing, we will contact you and wait until this is complete before progressing. 

When looking at your application we may need to request further information.  If we do, we will contact you by phone or in writing.  This information will need to be sent to us before we can 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 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.