A new scheme has been launched to support residents who are either in, or at risk of being in crisis, are in need of immediate help and have no other source of financial support available to them.  

What kind of support can you get?

The Resident Support Scheme will help with short-term basic living costs such as food and credit for gas/electric prepayment meters. It can also help in some circumstances with white goods, furniture and clothing. It is intended to meet one-off crisis or emergency need and is not designed to meet any type of ongoing expenses.

Cash will not usually be awarded, but a pay point voucher (which can be redeemed for cash) or bank transfer can be supplied where necessary.

Items required, such as furniture, ovens or fridges will be purchased through the scheme and the delivery will be arranged with the resident directly to their home.

If approved, delivery of these items will be arranged within five working days. The old item will be removed, where applicable, and the new item will be installed.

The scheme will also signpost residents to other sources of support that are available to ensure that they can get the maximum level of help.

There may also be the opportunity for referral for advice/assistance with financial, debt and/or welfare benefits to try and address the resident’s long-term needs.

Who does the scheme help?

All residents aged 16 years or over are eligible to apply but the council has identified the following groups as a priority to support:

• those experiencing or at risk of domestic abuse
• families with young children
• older people
• people with longer-term illnesses
• people with disabilities
• people with mental health needs
• households with a pregnant person

What will not be awarded?

Not every application will be awarded. The scheme will not award:  

• any application made that is assessed to be ‘not an immediate need’ or where alternative means of support is available
• applications from those with sufficient income or savings
• clothing (except in exceptional circumstances where someone is fleeing their home e.g. flood, fire, domestic violence)
• minor structural repairs where these are the responsibility of the landlord or the owner.
• furniture and household items where living in private rented furnished accommodation or furnished temporary accommodation, where this is the responsibility of the landlord
• specialist disability equipment or adaptations, recliner chairs, wheelchairs and mobility scooters
• personal debts – we will refer to appropriate agencies for support.
• phone costs or associated expenses

How do you apply?

You can make your application to the scheme online at any time. You will need to provide information about:

• where you live
• who you live with
• your circumstances
• your income
• your health
• what help you are applying for

If you are unable to get online, you can use the free Wi-Fi or the free-to-access PCs in one of our 44 libraries, where staff will be happy to help.

Alternatively, you can apply by telephone on 01865 804171, Monday to Friday, 9am to 5pm excluding bank holidays.

If you are finding it difficult to apply online, or if you have a query about a new or existing application, please email RSSOxfordshire@necsws.com or call 01865 804171

How long will it take for a decision to be made?

Decisions will be made for ‘cash awards’ applications within one working day and for household goods within five working days. Cash applications will be paid via pay point voucher and where the code will be sent by text message or email, which will be received within 24 hours of the decision being made.

If an item is awarded, you will either receive an email or a phone call for delivery to be arranged at a time that suits the resident.

Can I appeal a decision?

If an application is unsuccessful there is an opportunity to make an appeal. You will have 10 working days from the date of your decision letter to register your appeal. You can appeal by emailing RSSOxfordshire@necsws.com or writing to:

Residents’ Support Scheme
PO Box 352
Hartlepool
TS24 4FH