Client Hardship Service policy

The purpose of the Client Hardship Service (CHS) is to offer support to people with money management, budgeting and essential household items if they are resettling or need support to remain in the community.

CHS is administered by Norfolk County Council's Client Services.

We're looking to help people to improve their financial well-being and/or need to set up home in an unfurnished or partially furnished new property.

We aim to treat all applicants fairly and equitably with full consideration given to their circumstances.

We'll also signpost alternative avenues of support or funding, to support applicants with their financial health.

Consideration is given to the nature, extent and urgency of the need in every case where a request for support is made.

A full Equalities Impact Assessment (EIA) has taken place in accordance with equalities legislation, to ensure the scheme does not negatively impact upon groups with protected characteristics.

We support vulnerable people with money management and budgeting.

Support for those resettling in a new home in the community or those requiring support to remain in the community:

• Essential kitchen appliances and furniture
• Resettling costs

We'll look to provide you with holistic support, considering alternative local provision. We'll actively seek partnership arrangements with local organisations that can provide help, such as charities and support groups.

We'll also seek to ensure that the support is sustainable. If we decide that you  need  another form of assistance, you'll be referred to an appropriate local support organisation.

To be eligible for the scheme, you must:  

• Be aged 16 or over 
• Be able to prove current residence in Norfolk
• Be on a means-tested benefit
• Require further resources to either meet your basic needs or those of your dependents, or establish a home in the community

We'll consider available information on income and expenditure to support with money management and budgeting.

We will consider all requests will on an individual basis, with due account given to your vulnerability and personal circumstances. You or your support worker will be contacted to ensure the service is bespoke and personal.

The fund is discretionary. All requests will be considered and social value will be an integral part of the assessment by the CHS Advisor.

Your hardship support request must be submitted via our online form. If you cannot complete an online request you can contact Customer Services Centre Tel: 0344 800 8020

How to get help

You or your support worker will need to make the arrangements for essential kitchen appliances and household items to be delivered to your home address free of charge.

If you're unhappy with the way that your hardship support request was handled, you can follow Norfolk County Council's complaints procedure.

If you're not satisfied with the outcome of the complaint, youcan make a complaint to the Local Government and Social Care Ombudsman (opens new window).

We'll seek to deter fraudulent claims and false statements, ensuring appropriate controls are in place and swift action is taken where needed. This will maximise the limited funding available for those most in need. 

If we detect you've made a fraudulent claim or there has been a clear misuse of the system, you won't be considered for further hardship support.  

If you subject CHS advisers or managers to verbal abuse of any kind, you may have your call terminated and may also be permanently banned from receiving hardship support. If your behaviour is deemed inappropriate when visiting one of the CHS suppliers your voucher will be withdrawn.

All financial management will be subject to monthly and quarterly monitoring. We'll seek to manage funds for household goods to ensure that support is available for priority cases throughout the year.   

ICT systems will be implemented which will allow us to record and monitor the following information: 

• Payment of hardship support
• Household goods provided  
• Equalities data