Page 101 Agenda Item 10 Appendix B - London Borough of Sutton Appendix … · The 250 selected...

Crisis Loans and Grants Review

2014

May 2014

Appendix B

Appendix B

1


Appendix B


01 Agenda Item 10

Contents

Summary ................................................................

Purpose ................................................................

Aim ................................................................

Methodology ................................................................

Research methods ................................

Sampling ................................................................

Response Rate ................................

Findings ................................................................

Questionnaire Findings 1 - Demographic/ about you questions

Questionnaire Findings 2 - Awareness of the scheme

Questionnaire Findings 3 - Completing the applicatio

Questionnaire Findings 4 - Impact of the Crisis Loan or Grant received

Questionnaire Findings 5 – Additional feedback and comments regarding the scheme

Appendix ................................................................

Appendix B

2

................................................................................................

................................................................................................

................................................................................................

................................................................................................

................................................................................................

................................................................................................

................................................................................................

................................................................................................

Demographic/ about you questions ................................

Awareness of the scheme ................................................................

Completing the application form ................................

Impact of the Crisis Loan or Grant received ................................

Additional feedback and comments regarding the scheme

................................................................................................

Appendix B

.................................................. 3

.................................................... 4

........................................................... 4

............................................. 4

................................................................ 4

............................................... 4

...................................................................... 5

.................................................... 5

............................................................. 5

........................................... 6

.................................................................. 7

.............................................. 10

Additional feedback and comments regarding the scheme ....................... 14

................................................. 15

Page 102Agenda Item 10

Crisis Loans and Grants

Summary

Funding for social funds from Central Government

of Sutton is looking to identify current satisfaction and experiences from those who have successfully

applied to the crisis loan and grant scheme to consider the future

provided by the scheme.

A paper questionnaire was sent to a sample of 258 residents

had successfully applied for a crisis loan or grant since

returned giving a response rate of 26%.

caution and should not be seen to reflect

April 2013.

Overall respondents appear to be satisfied with the current scheme and grateful of the suppo

a time of need. The results of the survey sho

through the Council (36%) or through another organisation other than the Council (30%). The organisations

that the respondents heard about the scheme through

suggesting that many of the respondents are also accessing other information and advice that may help in

current or future situations.

The majority of respondents were satisfied (88%) with

employees when completing the application form and most were satisfied with the time it took to process

the application (88%). The high levels of satisfaction could be due to many of the respondents finding

completing the application over the phone very convenient and the staff who h

application form very helpful.

During the crisis/emergency only 16% sought help from somewhere else, with many being from other

organisations such as CAB or AgeUK. However, there were some respondents who sought help from other

individuals (e.g. family and friends) and

raises concerns that these individuals may need further

future.

Most respondents (94%) felt the support they received from the Council solved or went someway to he

the crisis/emergency. The open ended comments

respondents valuing the support provided as it allowed them to provide for their family and

Looking at personal financial circumstances, only 15% of respondents felt their circumstances had

improved since receiving the loan or grant. The majority felt that their situation had stayed the same (61%)

or got worse (19%). This is probably due to the l

to help maintain day-to-day living.

A possible area for consideration for the scheme

using the scheme. As we have seen many of the respon

circumstances and a 19% think it has got worse

emergency or crisis arises they will be depende

As only a small proportion of respondents sought help from an information and advice provider during the

crisis/emergency, it suggests more could be done to signpost residents to further information and advice

regarding budgeting and further support available.

Appendix B

3

Crisis Loans and Grants Review 2014

unding for social funds from Central Government is shortly to be stopped, as a result

looking to identify current satisfaction and experiences from those who have successfully

and grant scheme to consider the future structure and the level of support

a sample of 258 residents (from a population of circa 700

had successfully applied for a crisis loan or grant since 1st April 2014. In total, 67 questionnaires were

6%. As this is a low response rate the results should be used with

should not be seen to reflect all 700 residents who have received a crisis loan or grant since 1

Overall respondents appear to be satisfied with the current scheme and grateful of the suppo

of the survey showed that many of the respondents heard about the scheme


ents heard about the scheme through included the job centre, CAB and AgeUK

that many of the respondents are also accessing other information and advice that may help in

The majority of respondents were satisfied (88%) with the level of support they received from Council

e application form and most were satisfied with the time it took to process


completing the application over the phone very convenient and the staff who helped to complete the



individuals (e.g. family and friends) and high-street lenders (e.g. pawn shops and payday loans) which

raises concerns that these individuals may need further and possibly more substantial

Most respondents (94%) felt the support they received from the Council solved or went someway to he

The open ended comments suggested that this positive result could

espondents valuing the support provided as it allowed them to provide for their family and



This is probably due to the loan or grant providing respondents with the items needed

ration for the scheme could be to improve the future financial

using the scheme. As we have seen many of the respondents have seen no change in their financial

think it has got worse since receiving the grant or loan, suggesting tha

s arises they will be dependent on support from the scheme.

a small proportion of respondents sought help from an information and advice provider during the

more could be done to signpost residents to further information and advice

regarding budgeting and further support available.

Appendix B

as a result the London Borough

looking to identify current satisfaction and experiences from those who have successfully

structure and the level of support

(from a population of circa 700 residents) who

7 questionnaires were

As this is a low response rate the results should be used with

all 700 residents who have received a crisis loan or grant since 1st

Overall respondents appear to be satisfied with the current scheme and grateful of the support provided at

respondents heard about the scheme


CAB and AgeUK,

that many of the respondents are also accessing other information and advice that may help in

level of support they received from Council

e application form and most were satisfied with the time it took to process


elped to complete the



(e.g. pawn shops and payday loans) which

more substantial assistance in the

Most respondents (94%) felt the support they received from the Council solved or went someway to helping

that this positive result could be due to

espondents valuing the support provided as it allowed them to provide for their family and purchase food.



oan or grant providing respondents with the items needed

financial resilience of those

dents have seen no change in their financial

, suggesting that if another

a small proportion of respondents sought help from an information and advice provider during the

more could be done to signpost residents to further information and advice

Page 103 Agenda Item 10

Purpose

In December 2013 the Department of Works and Pensions announc

authorities for social fund purposes would be discontinued in March 2015

funding. In Sutton, this funding is used t

As a result Sutton Council wants to understand the current experiences and satisfaction from those who

had benefitted from the scheme. This would be used to help inform the direction of the scheme going

forward.

Aim

The aim of this research was to identify satisfaction

Grants Scheme. The findings of this research would be used to inform decision making regarding the future

of the Scheme.

Methodology

Research methods

A postal questionnaire was the chosen research method for this project

following reasons:

• It would be inclusive and accessible to

appropriate as not all participants would have access to the internet

• It could reach a large number of residents

• Follows the method used in the 2013

localised scheme).

Sampling

Since 1st April 2013 approximately 700 residents have received a crisis loan or grant.

small sample size it means that a high number of questionnaires ha

reasonable response rate.

For example, to achieve a confidence

questionnaires needed to be returned

confident that the result would between 75% and 85%

As achieving this response rate would be resource intensive

1. Send to all successful applicants

o Positive - This will help to increase the chances of

give everyone the opportunity to participate

o Negative – Extra costs associated with postage, printing, time spent envelope stuffing

2. Send to roughly 250 successful applicants and settle for a less statistically sign

o Positive – Even though not statistically significant it will produce a useful insight into

satisfaction with the scheme and requires

o Negative – Not statistically significant and

With consultation of Revenues and Benefits department it was decided to go with option

resources needed for option one.

The 250 selected participants were then selected at random from those who had received a crisis loan or

grant since 1st April 2013.

Appendix B

4

In December 2013 the Department of Works and Pensions announced that the money allocated to l

authorities for social fund purposes would be discontinued in March 2015, after receiving only

In Sutton, this funding is used to fund the localised Crisis Loan and Grant Schemes.

wants to understand the current experiences and satisfaction from those who

This would be used to help inform the direction of the scheme going

The aim of this research was to identify satisfaction and experiences of the Council’s

The findings of this research would be used to inform decision making regarding the future

questionnaire was the chosen research method for this project. This method was chosen for the

and accessible to all participants (for example an online survey may not be

appropriate as not all participants would have access to the internet)

each a large number of residents in a short space of time

the method used in the 2013 review (which aimed to measure satisfaction with the new

pproximately 700 residents have received a crisis loan or grant.

small sample size it means that a high number of questionnaires had to be returned to guarantee a

confidence interval of 5%, with a confidence level of 95%,

returned. This would mean that if a result was 80% we could be 95%

fident that the result would between 75% and 85%.

As achieving this response rate would be resource intensive two sampling options

Send to all successful applicants (circa. 700)

This will help to increase the chances of achieving an adequate response rate and

give everyone the opportunity to participate.

Extra costs associated with postage, printing, time spent envelope stuffing

Send to roughly 250 successful applicants and settle for a less statistically sign

Even though not statistically significant it will produce a useful insight into

satisfaction with the scheme and requires fewer resources than option one

Not statistically significant and less statistically reliable.

With consultation of Revenues and Benefits department it was decided to go with option

selected participants were then selected at random from those who had received a crisis loan or

Appendix B

ed that the money allocated to local

after receiving only two years of

o fund the localised Crisis Loan and Grant Schemes.

wants to understand the current experiences and satisfaction from those who

This would be used to help inform the direction of the scheme going

the Council’s Crisis Loan and

The findings of this research would be used to inform decision making regarding the future

. This method was chosen for the

an online survey may not be

(which aimed to measure satisfaction with the new

pproximately 700 residents have received a crisis loan or grant. As this is a relatively

d to be returned to guarantee a

interval of 5%, with a confidence level of 95%, 250 completed

that if a result was 80% we could be 95%

options were developed:

achieving an adequate response rate and

Extra costs associated with postage, printing, time spent envelope stuffing.

Send to roughly 250 successful applicants and settle for a less statistically significant set of results

Even though not statistically significant it will produce a useful insight into

than option one.

.

With consultation of Revenues and Benefits department it was decided to go with option two due to the

selected participants were then selected at random from those who had received a crisis loan or


The questionnaires were sent out with a cover letter and pre

closing date of Friday 2nd May 2014. A reminder questionnaire and cover letter was also sent out

2014 with a closing date of Wednesday 7

Response Rate

In total 67 questionnaires were returned, giving a response rate of

This means that we can be 95% confident that the true result is

if the result was 80% we could be 95% confident that the result would between 69% and 91%.

the findings should be used with caution and should not be seen to reflect all 700 residents who have

received a crisis loan or grant since 1

As the questionnaire was paper based

This means that in some cases a number of

have been analysed by only including those who completed the question

different base sizes across the questions

add context to the results.

Findings

Questionnaire Findings 1 - Demographic/ about you questions

To help understand more about the respondents a series of demographic questions were asked. The

findings are set out below:

Research, such as that produced by the Joseph Rowntree Foundation

groups and those with a disability are more

many of the respondents it suggests that those in need are accessing the support available. However, this

is not true for the BME respondents, as they only make 21% of respondents compared to 78% of white

respondents.

1 Joseph Rowntree Foundation, Poverty and Ethnicity: (http://www.jrf.org.uk/work/workarea/poverty-and

60%

39%

78%

0%

Female

Male

White or White

British

Asian or Asian

British

Gender Ethnicity

Appendix B

5

The questionnaires were sent out with a cover letter and pre-paid return envelope

. A reminder questionnaire and cover letter was also sent out

date of Wednesday 7th May to those who had not returned a completed questionnaire

questionnaires were returned, giving a response rate of 26% (of the 258

This means that we can be 95% confident that the true result is 11% either way of

if the result was 80% we could be 95% confident that the result would between 69% and 91%.

should be used with caution and should not be seen to reflect all 700 residents who have

a crisis loan or grant since 1st April 2013.

based it was not possible to force respondents to answer all the questions.

a number of questions went unanswered. For those questions the results

ave been analysed by only including those who completed the question, as result t

different base sizes across the questions. For each question the base has been included in the report to

Demographic/ about you questions


Research, such as that produced by the Joseph Rowntree Foundation1, has shown that females, BME

groups and those with a disability are more likely to live in poverty. As these are the groups that make up

uggests that those in need are accessing the support available. However, this


Joseph Rowntree Foundation, Poverty and Ethnicity: Understanding how ethnicity affects levels and experiences of poverty

and-ethnicity)

0%

13%

3% 6%

49% 51%

British

Black or Black

British

Mixed

Background

Other Ethnic

Group Yes

No

Ethnicity

Day-to-day activities limited

Appendix B

paid return envelope on 16th April 2014 with a

. A reminder questionnaire and cover letter was also sent out on 1st May

to those who had not returned a completed questionnaire.

258 sample).

11% either way of the result – for example

if the result was 80% we could be 95% confident that the result would between 69% and 91%. As a result

should be used with caution and should not be seen to reflect all 700 residents who have

it was not possible to force respondents to answer all the questions.

questions went unanswered. For those questions the results

as result there are varying

included in the report to


, has shown that females, BME

As these are the groups that make up

uggests that those in need are accessing the support available. However, this


Understanding how ethnicity affects levels and experiences of poverty

8%

92%

Yes

No

Provide unpaid care for someone


The employment status of those who responded to the questionnaire demonstrate that those are not in

work are accessing the scheme, as well as those who

suggests that the scheme could be reaching those who ar

Questionnaire Findings 2 - Awareness of the scheme

How did you hear about the Crisis Loan and Grant Scheme?

(Base: 67 respondents)

The most common way respondents heard about the scheme was through the Council/ a Council employee

(36%) or an organisation other than the Council (30%). Other organisations respondents heard about the

scheme through were the Job Centre, CAB and AgeUK.

2%

10%

2%

8%

34%

Working full time

Working part time

Working under 8

hours a week

Retired

Unemployed

Perm

anently

Other

From a family member or friend

An organisation other than the Council (e.g. Age UK, Citizens Advice Bureau)

Through the Council/ a Council employee

Employment

Appendix B

6

he employment status of those who responded to the questionnaire demonstrate that those are not in

work are accessing the scheme, as well as those who are a single adult with/or without children. This

suggests that the scheme could be reaching those who are more likely to need to support.

Awareness of the scheme

How did you hear about the Crisis Loan and Grant Scheme?



scheme through were the Job Centre, CAB and AgeUK.

32%

5%8%

40%

11%

32%

Perm

anently

disabled/ long term

sick

Full-time carer

Other

Single adult no

dependent child/

children

Couple with no

dependent child/

children

Lone parent with

dependent child/

17%

17%

30%

36%

Other

From a family member or friend

An organisation other than the Council (e.g. Age UK, Citizens Advice Bureau)

Through the Council/ a Council employee

Household Type

• DWP

• Helena House

• Job Centre

• The Internet

• Sutton’s benefit newsletter

• Therapy worker

• Already knew about them

• Phoning Crisis Loan

• Cannot remember

Appendix B

he employment status of those who responded to the questionnaire demonstrate that those are not in

are a single adult with/or without children. This

e more likely to need to support.



32%

3%

13%

2%

dependent child/

children

Couple with

dependent

child/children

Pensioner

Other

36%

Household Type

DWP

Helena House

Job Centre

The Internet

Sutton’s benefit newsletter

Therapy worker

Already knew about them

Phoning Crisis Loan

Cannot remember

• Job Centre (x6)

• CAB (x4)

• AgeUK (x2)

• DWP

• The Council

• Probation

• Prospects

• Sutton Reach

• Women Aid

• IAPT


These findings suggest that many respondents are finding out about the service through other

organisations that are able to help the respondent with other issues or support.

Questionnaire Findings 3 - Completing the application form

When you completed the application what did you need the crisis loan or grant for?

(Base: 67)

The graph below provides the total count for the number of

loan or grant application. As we can see food is by far the most common item t

followed by payment to a utility provide and white goods

As respondents could apply for more than one item,

applied for food and payment to utility providers.

requested.

Other

Travel

Clothing

Bedding

Furniture

White goods

Payment to utility provider

Food

Appendix B

7

ese findings suggest that many respondents are finding out about the service through other

organisations that are able to help the respondent with other issues or support.

Completing the application form

application what did you need the crisis loan or grant for?

total count for the number of items the respondents

. As we can see food is by far the most common item that respondents

followed by payment to a utility provide and white goods.

As respondents could apply for more than one item, analysis has shown that 24% (17

applied for food and payment to utility providers. This was the most popular combination of items

3

1

4

15

17

26

26

40

Other

Travel

Clothing

Bedding

Furniture

White goods

Payment to utility provider

Food

Appendix B

ese findings suggest that many respondents are finding out about the service through other

application what did you need the crisis loan or grant for?

items the respondents requested in their crisis

hat respondents requested,

% (17 of 67 respondents)

This was the most popular combination of items

40


When you were completing the application form how satisfied or dissatisfied were you with the level of

help and support you received from

(Base: 67)

The majority of respondents were very satisfied or satisfied

received from Council employees when applyin

there were many comments regarding the friendliness and helpfulness of staff.

The results also show low levels of dissatisfaction

ended comments (see appendix one and two) it is possible to identify that some respondents may feel

dissatisfied with the Council employees as

How satisfied or dissatisfied were you with the time it took the Council to process your application?

(Base: 67)

There are very high levels of satisfaction with the time taken to process the application (88%).

ended comments suggest that, respondents appreciated the speed at which the application was processed

as this allows for the respondents to deal with the emergency, such as purchasing of food.

58%

0%

10%

20%

30%

40%

50%

60%

70%

Very satisfied

64%

0%

10%

20%

30%

40%

50%

60%

70%

Very satisfied

Appendix B

8


help and support you received from Council employees?

The majority of respondents were very satisfied or satisfied (88%) with the level of help and support they

received from Council employees when applying for the Crisis Loan or Grant. In the open

any comments regarding the friendliness and helpfulness of staff.

low levels of dissatisfaction and ‘neither satisfied or dissatisfied’. Using the open


dissatisfied with the Council employees as they felt they were not always spoken to in the correct


here are very high levels of satisfaction with the time taken to process the application (88%).



30%

11%

0% 2%

Satisfied Neither satisfied or dissatisfied

Dissatisfied Very dissatisfied

24%

11%

0% 2%



Appendix B


with the level of help and support they

g for the Crisis Loan or Grant. In the open-ended questions

and ‘neither satisfied or dissatisfied’. Using the open


they felt they were not always spoken to in the correct way.


here are very high levels of satisfaction with the time taken to process the application (88%). The open



2%

Very dissatisfied

2%

Very dissatisfied


Please use the space below if you wish to share any c

application form

(Base: 20)

The table below provides a summary of the comments made regarding completing the application form. As

we can see on the whole respondents are positive about the application process and

staff that helped the respondents through the process. However there were some negative comments that

stated that the questions were difficult to complete at such a delicate time and that not all staff were as

pleasant as they should be.

Positive comments

General • All fine

• Easy to fill in

• Fairly straightforward, I was able to complete it easily on two occasions

• Application on phone was quick and easy

• I found the system was excellent fast and friendly

• My application for crisis loan was processed immediately as I needed money to feed my son and myself. Thank you so much for all your help.

• The application was completed over the telephone which made the process much easier for me. This facility should be retained if at possible.

• The help I was given was excellent as I was at a very low point and support and help I received was excellent and this I was very grateful. Thank you so much.

• Very friendly phone call quick to respond. Available straight away. Straight forwarquestions.

• Very happy with the Council

• Very helpful. Thank you. I live in sheltered housing.

About

Council

employees

• I was helped by the Sutton Council Welfare Adviser Mr Julian Clift. He was very kind, professional in helping me to go through the whole process.

• The lady was very helpful

• They were very helpful all through the application.

Appendix B

9

Please use the space below if you wish to share any comments or experiences about completing the


we can see on the whole respondents are positive about the application process and



Positive comments Negative comments

Fairly straightforward, I was able to complete it easily on two occasions

Application on phone was quick and easy

I found the system was excellent fast and

for crisis loan was processed immediately as I needed money to feed my son and myself. Thank you so much for all your

The application was completed over the telephone which made the process much easier for me. This facility should be retained if at all

The help I was given was excellent as I was at a very low point and support and help I received was excellent and this I was very grateful. Thank you so much.

Very friendly phone call quick to respond. Available straight away. Straight forward

Very happy with the Council

Very helpful. Thank you. I live in sheltered

• Questions were a bit personal especially when you are in need.

• Very difficult.

I was helped by the Sutton Council Welfare Julian Clift. He was very kind,

professional in helping me to go through the

The lady was very helpful

They were very helpful all through the

• The form was not complicated but I wasn't happy about the way your staff handled my clike the staff in that department to on training on Customer Service to speak on the phone to residents in the borough. Being on benefits doesn’t mean that you don't have rights, however due to circumstances have led me to be on job seeker alrecommend that we be given money to buy our own stuff.

Appendix B

omments or experiences about completing the


we can see on the whole respondents are positive about the application process and complimentary of the



Negative comments

Questions were a bit personal especially when you are in need.

Very difficult.

The form was not complicated but I wasn't happy about the way your staff handled my case and would like the staff in that department to on training on Customer Service to speak on the phone to residents in the borough. Being on benefits doesn’t mean that you don't have rights, however due to circumstances have led me to be on job seeker allowance. I would recommend that we be given money to buy our own stuff.


Positive comments

Other • I was very pleased with the help but due to the job centre error I did not receive money 4 times in 6 months. This led me to having no money and needing a crisis loan for the was not allowed and got in a state as my gas and electric ran out, I begged for help. If evidence was shown it was not my fault on nonpayment more offer of loan should be allowed.

• It is supposed to be an emergency situation "crisis"

Questionnaire Findings 4 - Impact of the Crisis Loan or Grant received

In what form did you receive the loan or grant

(Base: 66)

The most common way respondents received the loan or grant was through a voucher for a local supermarket.

As 41 respondents stated they originally applied for the loan or grant or food it suggests that those using the

scheme are getting the support they require

Charging of utility account keys or payment on account made to utility

providers

Referral to a local second hand furniture provider for furniture or white

goods

Vouchers for food from a local supermarket (e.g. Morrisons)

Appendix B

10

Positive comments Negative comments

I was very pleased with the help but due to the job centre error I did not receive money 4 times in 6 months. This led me to having no money and needing a crisis loan for the fourth time. I was not allowed and got in a state as my gas and electric ran out, I begged for help. If evidence was shown it was not my fault on non-payment more offer of loan should be allowed.

It is supposed to be an emergency situation -

• I asked for a loan and the girl was helpful but my loan was stopped by the (unable to read). I was not given enough to get a carpet. I walk on a concrete floor in my flat I do not think this is fair

• Very difficult my grandchildren are jumping on me.

Impact of the Crisis Loan or Grant received

In what form did you receive the loan or grant?


originally applied for the loan or grant or food it suggests that those using the

scheme are getting the support they required.

3

11

32

Other

Charging of utility account keys or payment on account made to utility

providers

Referral to a local second hand furniture provider for furniture or white

goods

Vouchers for food from a local supermarket (e.g. Morrisons)

Appendix B

Negative comments

ed for a loan and the girl was helpful but my loan was stopped by the (unable to read). I was not given enough to get a carpet. I walk on a concrete floor in my flat I do not think this is fair

Very difficult my grandchildren are jumping on me.

Impact of the Crisis Loan or Grant received


originally applied for the loan or grant or food it suggests that those using the

41


Did you seek help from anywhere else during your crisis/emergency?

(Base 67)

Only 16% of respondents sought help from elsewhere

assume that the loan/ grant was able to support the

emergency.

If yes, where did you seek further help?

(Base: 12)

Of those who did seek help from elsewhere there was a

help.

From another organisation:

• AgeUK (x2)

• DWP

• In Touch

• CAB

• Social Fund

• Sutton Housing Partnership

• Community Mission Chaplaincy

People and other organisations

• Family and friends (x2)

• Pawn shops

• Neighbours

• Pay day loan

Other comments:

• On the fourth occasion as I was not allowed 3 in 6 months. It was not me that caused this though. I

had to beg and borrow.

Many went to organisations that work with the Council

also went to individuals and high-street lenders

of high-street lenders means that these respondents may require further, and

assistance in the future.

Appendix B

11

Did you seek help from anywhere else during your crisis/emergency?

sought help from elsewhere during their crisis/emergency.

able to support the remaining 84% of respondents through their crisis/

If yes, where did you seek further help?

o did seek help from elsewhere there was a multitude of different places people went for further

Community Mission Chaplaincy

as I was not allowed 3 in 6 months. It was not me that caused this though. I

that work with the Council (CAB, AgeUK), however a substantial proportion

street lenders, such as pawn shops or pay day loan companies.

means that these respondents may require further, and possibly more substantial,

Appendix B

during their crisis/emergency. From this we could

respondents through their crisis/

of different places people went for further

as I was not allowed 3 in 6 months. It was not me that caused this though. I

a substantial proportion

such as pawn shops or pay day loan companies. The use

possibly more substantial,

1 Agenda Item 10

Looking at the statements below, which would you say is the closest to how you felt after you received

the Crisis Loan or Grant from the Council?

(Base: 65)

The majority of respondents felt that the support they received from the Council solved or went someway to

helping the crisis/emergency.

Analysis of the open-ended questions suggests that for those 7% who felt the scheme provided little or no

help in the emergency/ crisis could be linked to limitations on the number of times a resident can apply,

especially when it is linked to an issue out of their control, such as awaiting benefits to be sorted

Since receiving the Crisis Loan or Grant, do you

improved, stayed the same, or got w

(Base: 67)

The majority of respondents (61%) feel that since receiving the crisis loan or grant their personal financial

circumstances have stayed the same and

40%

I felt it solved my crisis/ emergency

Got worse, 19%

Appendix B

12

ooking at the statements below, which would you say is the closest to how you felt after you received

the Crisis Loan or Grant from the Council?


ended questions suggests that for those 7% who felt the scheme provided little or no

the emergency/ crisis could be linked to limitations on the number of times a resident can apply,

especially when it is linked to an issue out of their control, such as awaiting benefits to be sorted

Since receiving the Crisis Loan or Grant, do you think that your personal financial circumstances have

worse?

%) feel that since receiving the crisis loan or grant their personal financial

and a fifth believe that their financial circumstances have got worse.

54%

5%2%

I felt it went some way to helping my crisis/ emergency

I felt it provided little help with my crisis/ emergency

I felt it provided no help in my crisis/

emergency

Improved, 15%

Stayed the same, 61%

Got worse, 19%

Don’t know, 4%

Appendix B

ooking at the statements below, which would you say is the closest to how you felt after you received


ended questions suggests that for those 7% who felt the scheme provided little or no

the emergency/ crisis could be linked to limitations on the number of times a resident can apply,

especially when it is linked to an issue out of their control, such as awaiting benefits to be sorted out.

think that your personal financial circumstances have

%) feel that since receiving the crisis loan or grant their personal financial

that their financial circumstances have got worse.

2%

I felt it provided no help in my crisis/

emergency

Stayed the same, 61%


These findings suggest that the crisis loan and grant is only able to help respondents through the

crisis/emergency and not able to offer any long term support or help develop resilience

issues.

Overall, how satisfied or dissatisfied were you with the Crisis Grants and Loans scheme?

(Base: 66)

Overall, satisfaction with the scheme is very high

with the scheme.

Understanding the true impact of receiving a Crisis Loan or Grant is important to the Council, if you

wish, please use the space below to explain the difference the Loan or Gra

(Base: 41)

This open-ended question gave respondents the opportunity to explain the impact the crisis loan or grant

made to them.

For many of the respondents the crisis loan or grant provided a level of support which was very much

needed, as it provided the respondents with the chance to buy food and

other respondents it helped to relieve pressure of looking after a family through a time of need:

“...relieved the pressure of how I was to feed my kids and

And for others it provided a level of independence:

“The grants received have helped me to gain some additional independence,

which I would not otherwise have been able to.

The furniture and white goods received by many of the respond

in general living, which as the quote below suggests can impact on wider issues such as health:

“It had made a huge impact in my day

“I can now bulk buy food. Before I was eating takeaways and sandwiches

and can keep my medication cool.”

There were also many comments about how the crisis loan and grant helped individuals when they were

46%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Very satisfied

Appendix B

13


crisis/emergency and not able to offer any long term support or help develop resilience

verall, how satisfied or dissatisfied were you with the Crisis Grants and Loans scheme?

Overall, satisfaction with the scheme is very high with the majority (88%) being very satisfied or satisfied


wish, please use the space below to explain the difference the Loan or Grant has made to you.

ended question gave respondents the opportunity to explain the impact the crisis loan or grant


ed, as it provided the respondents with the chance to buy food and pay for electricity and gas. For


“...relieved the pressure of how I was to feed my kids and heat the house...”

And for others it provided a level of independence:

The grants received have helped me to gain some additional independence,

which I would not otherwise have been able to.”

The furniture and white goods received by many of the respondents were seen to really make a difference

general living, which as the quote below suggests can impact on wider issues such as health:

“It had made a huge impact in my day-to-day living as Council provided my family with fridge and cooker”


and can keep my medication cool.”


42%

8%

2%3%



Appendix B


crisis/emergency and not able to offer any long term support or help develop resilience for future emergencies or

verall, how satisfied or dissatisfied were you with the Crisis Grants and Loans scheme?

with the majority (88%) being very satisfied or satisfied


nt has made to you.

ended question gave respondents the opportunity to explain the impact the crisis loan or grant


pay for electricity and gas. For


heat the house...”

The grants received have helped me to gain some additional independence,

ents were seen to really make a difference

general living, which as the quote below suggests can impact on wider issues such as health:

day living as Council provided my family with fridge and cooker”



3%

Very dissatisfied


having issues with their benefits:

“The crisis loan helped me at the time of need. I was sanctioned unnecessarily by the DWP. I was just

penniless but the crisis voucher helped to buy food.”

No repayments for grants and interest free loans were another key way respondents felt the crisis loan and

grants helped respondents in their time of need:

“This was a great help and with easy payments and no interest”

On the other hand, some respondents

quality of second hand furniture on offer

“There was no difference that it made to my circumstances. This is because I never received the items. The

“The second hand furniture is not good.”

A full list of responses to this question can be found in appendix

Questionnaire Findings 5 – Additional feedback and comments regarding the scheme

Please use the space below to share any comments or feedback you have regarding the Crisis Loan and

Grant Scheme.

(Base: 29)

The last question provided respondents the opportunity to make any other comments or raise any issues

about the crisis loan and grant scheme.

of comments can be found in appendix two.

Many of the respondents used this opportunity to show their appreciation for the scheme:

“I am very happy with the scheme as it made my life easier at my time of need and I am very grateful for

“I couldn't believe you didn't hav

For these respondents they were very thankful for the scheme and grateful for the help they received.

There were also some comments which expressed dissatisfaction or limitations with the scheme. For

small number of respondents a limitation was the number of times you could apply for the scheme and how

aware residents are of this restriction

“The restriction of 2 applications within a 12 month period should be made clearer to the pers

application, and raised to 3 applications instead of two.”

Dissatisfaction was also expressed about the

“While Crisis Loans and Grant staff we found to be extremely helpful the same could not be said of

associated providers. Still needing to speak with them regarding my bed, I am full of trepidation.

For these respondents they felt that the which as a result impacted on their access to the sche

Respondents also used this space to express concerns about the future:

“Problem is food and energy prices going up. I am on state pension which is not enough to keep up.”

Appendix B

14

loan helped me at the time of need. I was sanctioned unnecessarily by the DWP. I was just

penniless but the crisis voucher helped to buy food.”


s helped respondents in their time of need:

This was a great help and with easy payments and no interest”

, some respondents felt the scheme made little difference to their life

quality of second hand furniture on offer:


items were in very bad condition.”

“The second hand furniture is not good.”

A full list of responses to this question can be found in appendix one.




about the crisis loan and grant scheme. The following sets out a summary of these comments. The full list

of comments can be found in appendix two.

of the respondents used this opportunity to show their appreciation for the scheme:


the help I received. Thank you.”

“I couldn't believe you didn't have to pay it back. I felt very grateful.”


There were also some comments which expressed dissatisfaction or limitations with the scheme. For

of respondents a limitation was the number of times you could apply for the scheme and how

of this restriction when they are making a claim:

“The restriction of 2 applications within a 12 month period should be made clearer to the pers


Dissatisfaction was also expressed about the associated providers of the scheme:

staff we found to be extremely helpful the same could not be said of

ociated providers. Still needing to speak with them regarding my bed, I am full of trepidation.

For these respondents they felt that the associated providers were not as professional as they should be impacted on their access to the scheme.

Respondents also used this space to express concerns about the future:

Problem is food and energy prices going up. I am on state pension which is not enough to keep up.”

Appendix B

loan helped me at the time of need. I was sanctioned unnecessarily by the DWP. I was just


This was a great help and with easy payments and no interest”

to their life due to the poor





The following sets out a summary of these comments. The full list

of the respondents used this opportunity to show their appreciation for the scheme:


e to pay it back. I felt very grateful.”


There were also some comments which expressed dissatisfaction or limitations with the scheme. For a

of respondents a limitation was the number of times you could apply for the scheme and how

“The restriction of 2 applications within a 12 month period should be made clearer to the person making the


providers of the scheme:

staff we found to be extremely helpful the same could not be said of

ociated providers. Still needing to speak with them regarding my bed, I am full of trepidation.”

providers were not as professional as they should be

Problem is food and energy prices going up. I am on state pension which is not enough to keep up.”


This suggests that with increasing costs of living there could be an increased demand for the scheme from those who already in need.

Appendix

Appendix 1 - Understanding the true impact of receiving a Crisis Loan or Grant is important to the

Council, if you wish; please use the space below to explain the difference the Loan or Grant has

made to you.

• At the time I had no gas or electric and needed food also. I have two children and the crisis loan

meant they could have a hot dinner and a warm home.

• At the time it was very important to help us both get by at a

electricity. May need a little help yet?

• Have not received a loan or grant

• It relieved the pressure of how

• I can now bulk buy food. Before I was eating takeaways and sandwiches and can keep my medication

cool.

• I could eat and also have furniture which I didn't have

• I had a great difficulty in paying for my new cooker last year. Without the help I would

able to afford to have it connected. I paid for the cooker myself the help was for connection and new

gas pipe and safety chain (Smith and Byford).

• I left my family home with my 2 children with a few bags of clothing. I moved into a refuge with nothing

to my name. I managed to furnish my house. Thank you.

• I now have a kitchen to cook in and freeze food.

• I received everything in kind; had I received cash it would have made an awful lot of difference.

• I would not have been able to cook.

• It did help a bit

• It did help me get food on the table for my family.

• It fed me for a couple of days

• It had made a huge impact in my day

cooker.

• It has made lots of difference as I got some food with the vouchers

money on gas and electric otherwise I will not get help from anybody.

• It helped at the time.

• It helped me by allowing me to do a bigger food shop and have a warm home for bit in the winter

months.

• It helped me in a big way, so I am pleased the Council do this.

• It helped me out a lot in my crisis. The person at the Council was very helpful in every way.

• It helped no ends when helped as it got me electric, gas and food.

Appendix B

15

This suggests that with increasing costs of living there could be an increased demand for the scheme from

Understanding the true impact of receiving a Crisis Loan or Grant is important to the

you wish; please use the space below to explain the difference the Loan or Grant has

At the time I had no gas or electric and needed food also. I have two children and the crisis loan

meant they could have a hot dinner and a warm home.

time it was very important to help us both get by at a much needed time. Both food and

electricity. May need a little help yet?

Have not received a loan or grant

relieved the pressure of how I was to feed my kids and heat the house.

buy food. Before I was eating takeaways and sandwiches and can keep my medication

and also have furniture which I didn't have

I had a great difficulty in paying for my new cooker last year. Without the help I would

afford to have it connected. I paid for the cooker myself the help was for connection and new

gas pipe and safety chain (Smith and Byford).

I left my family home with my 2 children with a few bags of clothing. I moved into a refuge with nothing

name. I managed to furnish my house. Thank you.

I now have a kitchen to cook in and freeze food.

I received everything in kind; had I received cash it would have made an awful lot of difference.

I would not have been able to cook.

did help me get food on the table for my family.

It had made a huge impact in my day-to-day living as Council provided my family with fridge and

It has made lots of difference as I got some food with the vouchers and had enough credit to put

money on gas and electric otherwise I will not get help from anybody.

It helped me by allowing me to do a bigger food shop and have a warm home for bit in the winter

so I am pleased the Council do this.

in my crisis. The person at the Council was very helpful in every way.

It helped no ends when helped as it got me electric, gas and food.

Appendix B

This suggests that with increasing costs of living there could be an increased demand for the scheme from

Understanding the true impact of receiving a Crisis Loan or Grant is important to the

you wish; please use the space below to explain the difference the Loan or Grant has

At the time I had no gas or electric and needed food also. I have two children and the crisis loan

needed time. Both food and

buy food. Before I was eating takeaways and sandwiches and can keep my medication

I had a great difficulty in paying for my new cooker last year. Without the help I would have not been

afford to have it connected. I paid for the cooker myself the help was for connection and new

I left my family home with my 2 children with a few bags of clothing. I moved into a refuge with nothing

I received everything in kind; had I received cash it would have made an awful lot of difference.

day living as Council provided my family with fridge and

and had enough credit to put

It helped me by allowing me to do a bigger food shop and have a warm home for bit in the winter

in my crisis. The person at the Council was very helpful in every way.


• It kept me fed until my ESA was sorted out.

• It meant I could eat and have electric at a very difficult time.

• It meant that my family could eat for the next two weeks.

• Not having to pay back full amount.

• Sorry I cannot write much, I've the left hand. The loan gave me a washing machine and cooker

wonderful.

• The cooker that was given to me by The Vine Project caught fire and caused damage. The fridge/

freezer is too small for my family (I had to loan money to get a new cooker).

• The crisis loan helped me at the time of need. I was sanctioned unnece

penniless but the crisis voucher helped to buy food.

• The electric lasted until I got benefit the food did not last that

• The grants received have helped me to gain some additional independence, which I would not

otherwise have been able to.

• The loan provided me with some food in the house and toiletries.

• The second hand furniture is not good.

• There was no difference that it made to my circumstances. This is because I never received the items.

The items were in very bad condition.

• This was a great help and with easy payments and no interest

• To receive thing I need in a crisis.

• Very helpful when funds don't stretch.

• Very helpful without I wouldn't have a cooker to eat or a fridge to store my food or a

to keep my stuff clean.

• We had food and help towards gas bill.

• We now have a fully working washing machine and cooker which has made my life with my disabilities

easier.

• Without crisis loan help I would have not have been able to get through that period.

• Without the loan I would have no furniture.

Appendix 2 - Please use the space below to share any comments or feedback you have regarding

the Crisis Loan and Grant Scheme.

• Good overall

• Grateful for the quick and friendly help.

• Great! Please keep on!

• I am very happy with the scheme as it made my life easier at my time of need and I am very grateful

for the help I received. Thank you.

• I believe this system of referring to a second shop should be scrapped. It made me feel as a beggar

and the staff who did the referral did not work in a professional manner.

• I couldn't believe you didn't have to pay it back. I felt very grateful.

Appendix B

16

It kept me fed until my ESA was sorted out.

could eat and have electric at a very difficult time.

It meant that my family could eat for the next two weeks.

Not having to pay back full amount.

Sorry I cannot write much, I've the left hand. The loan gave me a washing machine and cooker

The cooker that was given to me by The Vine Project caught fire and caused damage. The fridge/

family (I had to loan money to get a new cooker).

The crisis loan helped me at the time of need. I was sanctioned unnecessarily by the DWP. I was just

penniless but the crisis voucher helped to buy food.

The electric lasted until I got benefit the food did not last that.

The grants received have helped me to gain some additional independence, which I would not

The loan provided me with some food in the house and toiletries.

The second hand furniture is not good.

There was no difference that it made to my circumstances. This is because I never received the items.

ondition.

This was a great help and with easy payments and no interest

To receive thing I need in a crisis.

Very helpful when funds don't stretch.

Very helpful without I wouldn't have a cooker to eat or a fridge to store my food or a

We had food and help towards gas bill.

a fully working washing machine and cooker which has made my life with my disabilities

Without crisis loan help I would have not have been able to get through that period.

Without the loan I would have no furniture.

Please use the space below to share any comments or feedback you have regarding

the Crisis Loan and Grant Scheme.

Grateful for the quick and friendly help.

am very happy with the scheme as it made my life easier at my time of need and I am very grateful

for the help I received. Thank you.

I believe this system of referring to a second shop should be scrapped. It made me feel as a beggar

did the referral did not work in a professional manner.

I couldn't believe you didn't have to pay it back. I felt very grateful.

Appendix B

Sorry I cannot write much, I've the left hand. The loan gave me a washing machine and cooker -

The cooker that was given to me by The Vine Project caught fire and caused damage. The fridge/

ssarily by the DWP. I was just

The grants received have helped me to gain some additional independence, which I would not

There was no difference that it made to my circumstances. This is because I never received the items.

Very helpful without I wouldn't have a cooker to eat or a fridge to store my food or a washing machine

a fully working washing machine and cooker which has made my life with my disabilities

Without crisis loan help I would have not have been able to get through that period.

Please use the space below to share any comments or feedback you have regarding

am very happy with the scheme as it made my life easier at my time of need and I am very grateful

I believe this system of referring to a second shop should be scrapped. It made me feel as a beggar


• I feel that Sutton Council after

emergency and l am very grateful.

• I felt that there was not a choice of appliances, just take it or leave it. At the time I had to take them.

• I have just been told I have cancer. So it helped me.

• I think it is an improvement on the old scheme.

• I think it is bad that if you receive a

some people get into predicaments more times than that.

• It has helped me a great deal.

• It helps in things in others its poor.

• It is helpful.

• It needs to be more than two times. I need it mor

• It should be there for people to access because the DWP keep sanctioning people's benefits

unnecessarily.

• It took a very long time to be connected on the initial phone call

• It’s nice to know someone is here to help when there is a genuine crisis.

• Many thanks.

• My cooker is playing up often, a little worried it may stop working soon all together.

• Problem is food and energy prices going up. I am on state pension which is not enough to

• The first, second and third time. The fourth stressed me out beyond belief.

• The loan came in very well when needed, but you only gave enough to buy the bed and mattress

and a new freezer, I am still waiting for a fridge no second hand one had co

time. I didn't have enough money to buy a new one. The Vine Project still have £43 of your money.

• The problem with the Council Crisis Loan is travel fare there and back.

• The restriction of 2 applications within a 12 month period

making the application, and raised to 3 applications instead of two.

• The scheme is great especially when you need that little extra help.

• There is one thing that was a bit tricky. There was a lot of confusion with

the Council letter didn't exactly state what they were. So I had to keep on ringing the Council for the

items to be exactly stated in order to get

was a voucher saying the limit and people could just go and choose their items. And maybe notify

the Council after. Otherwise it is very confusing.

• Very helpful, but can I get another lo

• While CL&G staff we found to be extremely

providers. Still needing to speak with them regarding my bed, I am full of trepidation.

Appendix B

17

I feel that Sutton Council after the telephone interview helped me tremendously in times of

emergency and l am very grateful.

I felt that there was not a choice of appliances, just take it or leave it. At the time I had to take them.

I have just been told I have cancer. So it helped me.

I think it is an improvement on the old scheme.

I think it is bad that if you receive a loan or crisis grant you can't get another one for a year. So

some people get into predicaments more times than that.

It has helped me a great deal.

It helps in things in others its poor.

It needs to be more than two times. I need it more time before I could sort my

It should be there for people to access because the DWP keep sanctioning people's benefits

It took a very long time to be connected on the initial phone call - just under an hour.

know someone is here to help when there is a genuine crisis.

My cooker is playing up often, a little worried it may stop working soon all together.

ood and energy prices going up. I am on state pension which is not enough to

The first, second and third time. The fourth stressed me out beyond belief.

The loan came in very well when needed, but you only gave enough to buy the bed and mattress

and a new freezer, I am still waiting for a fridge no second hand one had come in yet, after all this


The problem with the Council Crisis Loan is travel fare there and back.

The restriction of 2 applications within a 12 month period should be made clearer to the person

making the application, and raised to 3 applications instead of two.

The scheme is great especially when you need that little extra help.

There is one thing that was a bit tricky. There was a lot of confusion with the items I chose, where


d in order to get the Vine Project. I think it would make things easier if there

the limit and people could just go and choose their items. And maybe notify

the Council after. Otherwise it is very confusing.

Very helpful, but can I get another loan. Can you please let me know? Thank you.

While CL&G staff we found to be extremely helpful the same could not be said of associated


Appendix B

me tremendously in times of

I felt that there was not a choice of appliances, just take it or leave it. At the time I had to take them.

loan or crisis grant you can't get another one for a year. So

e time before I could sort my SEA or JCP out.

It should be there for people to access because the DWP keep sanctioning people's benefits

just under an hour.

My cooker is playing up often, a little worried it may stop working soon all together.

ood and energy prices going up. I am on state pension which is not enough to keep up.

The loan came in very well when needed, but you only gave enough to buy the bed and mattress

me in yet, after all this


should be made clearer to the person

the items I chose, where


the Vine Project. I think it would make things easier if there

the limit and people could just go and choose their items. And maybe notify

Thank you.

helpful the same could not be said of associated



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