Introduction
The Crisis and Resilience Fund (CRF) Housing Payment policy replaces the Discretionary Housing Payment (DHP) scheme and takes effect from 1 April 2026.
CRF Housing Payments provide short-term financial support to residents facing difficulty with housing costs. Alongside financial assistance, the council will work with residents to develop longer-term solutions that make their housing situation more sustainable.
Decisions will be made fairly, reasonably, and consistently, while considering each case on its individual merits. CRF Housing Payments are discretionary, and residents do not have a statutory right to receive an award.
Norwich City Council receives a limited annual allocation from the Department for Work and Pensions (DWP) to fund CRF Housing Payments. The policy is managed in line with this allocation. The council is committed to supporting residents in need and works closely with internal services and external partners to identify alternative sources of assistance to reduce reliance on CRF Housing Payments.
The policy will be reviewed annually.
Purpose
The purpose of this policy is to provide financial assistance to residents most in need and to support them in finding longer-term, sustainable solutions to meet their housing costs. Where appropriate, the council may refer residents to other financial support mechanisms, such as the homelessness prevention grant.
CRF Housing Payments can be awarded regardless of the landlord but cannot support owner-occupiers or individuals without a liability for defined housing costs.
This policy supports the We Are Norwich 2024–2029 community plan objective of fostering “A Fairer Norwich,” with a focus on prevention, early help, reducing inequality, and preventing homelessness.
Objectives
The policy aims to:
- Alleviate poverty, prevent homelessness, and support victims of domestic abuse seeking a place of safety.
- Enable residents to remain in suitable homes where it is reasonable and appropriate for them to do so.
- Support moves to more suitable or affordable accommodation where this offers the best long-term outcome.
- Assist vulnerable or elderly residents.
- Support household stability, including maintaining continuity in education.
- Keep families together.
- Maintain local support networks where the resident provides or receives support.
- Support residents whose employment requires proximity to work, particularly where public transport is insufficient for sustaining employment.
- Make effective use of available discretionary funding.
The council is committed to maximising residents’ entitlement to all available benefits and discounts through collaborative working with internal teams and external partners.
Eligibility
CRF Housing Payments may be awarded to residents who require additional financial assistance with housing costs and who are entitled to:
- Housing Benefit (HB), or
- Universal Credit (UC) with a housing costs element (including shared ownership rental liability).
Individuals who are eligible for the above but have not yet received payment are also considered to have entitlement.
Residents who are not eligible, or where funding is exhausted, may be able to apply for a CRF Crisis Payment subject to eligibility.
Application and decision process
Applications must be submitted using the council’s claim form, available online or from the Customer Contact Team. Reasonable adjustments will be provided where needed.
Applications can be accepted from someone acting on behalf of the applicant such as an appointee, including a friend or relative, or a voluntary and community sector organisation.
Supporting evidence must be supplied within one month unless there is a valid reason for delay. Failure to supply evidence will result in refusal, though a new application may be submitted once evidence is available.
No costs relating to evidence provision will be covered by the council.
Decisions will be made within 21 days or as soon as practicably possible after receiving all required information.
The council may request documentary evidence, refer to information already held, and make referrals to other agencies where appropriate.
Previous awards and actions taken by the resident to address their housing situation may be considered.
By applying, residents authorise the council to use information already held for assessment.
For UC claimants, assessments will take account of total UC entitlement and whether a housing element applies.
Payments will not be made to cover:
- ineligible service charges (including white goods)
- rent increases due to arrears
- benefit sanctions or reductions
- overpayment recovery shortfalls, or
- suspended benefits pending further information.
Payment duration and backdating
- Awards are normally made weekly or monthly and cannot exceed the difference between HB and eligible rent or the housing element of UC.
- Payments for rent in advance, deposits, or moving costs are not restricted by HB/UC award amounts.
- Payments to Norwich City Council tenants are normally made directly to rent accounts. UC claimants may receive payments to their bank account unless managed payments are in place.
- Awards may be made for up to 26 weeks (HB) or 6 months (UC) within a financial year.
- Exceptions may be approved by the Head of Revenues and Benefits.
- Residents must reapply when an award ends and provide updated evidence, including steps taken to maximise income.
- Subsequent awards may be reduced or declined even if circumstances are unchanged.
- Backdated requests will be considered on individual merit and only for a period where the linked HB or relevant award of UC is payable.
Changes of circumstance and recovery
Residents must promptly notify the council of any changes affecting their award. Changes may result in reduction or termination of the award.
Awards may be ended if:
- The award period expires
- A change of circumstances occurs
- The award was made based on misrepresentation or failure to disclose material facts
- The award resulted from administrative error.
Overpayments will be recovered, and civil recovery processes may be used where necessary.
Reviews
CRF Housing Payments are discretionary and carry no statutory appeal rights.
Residents may submit a reconsideration request within 28 days, stating the reasons for disagreement and providing any new evidence.
Reconsiderations will be decided within 14 days by a panel of senior officers not involved in the original decision.
There is no further appeal to the council or to the Social Security Tribunal. Residents may seek judicial review or complain to the Local Government and Social Care Ombudsman where appropriate.
Publicity
The policy will be publicised by the Benefits Service and made available on the council’s website.
Funding
The council may supplement the CRF Housing Payment budget from the general fund, but this will not normally occur due to financial pressures. Expenditure will be monitored regularly, and any amendments or additional support will be considered through appropriate governance processes.
Legal Background
The policy is based on The Crisis and Resilience Fund: Guidance for local authorities in England (1 April 2026 to 31 March 2029) issued February 2026.
March 2026 V1.0
