The guidance sets out that each item in an application should be considered in the context of the applicant’s needs and given a priority rating. It further notes that decision letters must provide the reasons for any items not awarded. However, in recent weeks, we have observed examples of cases where councils have not assessed all of the items that applicants had applied for.
In one case, an applicant applied for a community care grant after securing a new tenancy. This followed a relationship breakdown then a period where he experienced an unsettled way of life. The council assessed that the applicant met the conditions for a community care grant and awarded him some items, however, their decision-making notes show that he was asked to ‘prioritise’ what items he required due to ‘budget constraints’. The applicant submitted a first tier review regarding the items which were not awarded but the council upheld their original decision, stating this was because there were no funds available. While we recognise councils’ requirement to manage their budget, we considered that this was an incorrect statement as there was still available budget. We upheld the case on the basis that we considered that the items requested met the necessary priority level. We also fed back to the council that each item should be assessed using the priority matrix contained within the guidance.
In another case, the applicant was told verbally that he could not request floor coverings or towels as they would not meet high priority. As such these items were not assessed. He was also not given reasons for these items not being awarded in writing as they were not noted as having been assessed on his decision letter. We upheld the case and awarded the items which met the necessary priority level, including floor coverings.
This month, we had to consider the appropriateness of a council’s decision to rescind an award. The case involved an applicant who had applied for a crisis grant for food and utilities following a relationship breakdown. The council considered that the applicant met the criteria for an award and tried to contact her by telephone, text message and letter to communicate this decision. When the applicant had not collected her award, the council wrote to her to advise that the award had been rescinded, but would still count as an award in terms of her application history. After receiving this letter, the applicant phoned the council to query this, stating that she had changed her phone number due to harassment from her ex-partner and did not receive the award letter. She subsequently submitted a first tier review but the council did not uphold this request as they said that she was then outwith the timeframe for a review. While there is no guidance regarding what steps councils should take if applicants do not collect their awards, we disagreed with the decision to rescind the award on this occasion. We considered that when this decision was made, the applicant was still within the timeframe for asking for a review of the decision therefore was not reasonable. Additionally, the letter sent by the council did not provide any information about challenging their decision to rescind the award. We instructed the council to pay this award and provided further feedback that it would not have been reasonable to count this as a paid award if she had not received it.
We have also determined recent cases where we used discretion to ensure that the items awarded met the specific needs of the applicant in line with section 4.49 of the guidance. In one such case, we determined that a washing machine with a larger drum size was appropriate and that a waterproof mattress should be awarded as the applicant suffered from severe incontinence issues.
In recent weeks it has been necessary for us to consider whether the assistance sought by applicants should be excluded as an ‘on-going’ need in line with Annex A of the guidance. In one such case, an applicant had applied for a number of items as her existing goods had been disposed of during a deep clean of her property. The applicant suffered from poor mental health and had neglected to take care of her property as a result. She was at risk of being evicted due to the condition of her property and a deep clean had been arranged in conjunction with her housing association to halt court action. The council considered that the applicant did not meet the qualifying criteria for a grant and that the fund could not support the replacement of items due to wear and tear. By stating that the items could not be replaced due to wear and tear, we deemed that the council had assessed that the items should be excluded due to on-going need. As these items were disposed of as part of a deep clean, which was required for the applicant to maintain the terms of her lease and avoid eviction, we disagreed with this assessment as we considered that it was a one-off need. In terms of the qualifying criteria, we assessed that the applicant was facing exceptional pressure to maintain a settled home and awarded the items which met the necessary priority level.
This exclusion has also been relevant to recent crisis grant applications, and one such example involved a crisis situation which had arisen as a result of the applicant repaying borrowed money together with some additional expenditure. This left the applicant with no money for herself, four children and partner for living expenses. When considering whether the applicant was eligible for a grant, we reviewed her application history. She had made a total of eight applications during the past 12 months and five of the these were linked to repaying borrowed money, which had left her with no funds. We also noted that she had made a total of 42 applications for crisis grants since May 2013. Overall, we assessed that borrowing and repaying money was an issue that the applicant had been struggling with over a significant period of time and could therefore de deemed to be an on-going feature of her expenditure. We therefore considered that the assistance sought was excluded in line with Annex A (15) of the guidance as it could no longer be deemed to be a one-off need.
In recent weeks we have determined a number of cases involving elderly applicants with severe and enduring health problems, who we considered were at risk of going into hospital or a care institution without a grant.
In one case, an applicant’s daughter applied on behalf of her 90 year old father for whom she had Power of Attorney and was his carer. She applied for a single bed, bedding pack, a hallway carpet, living room carpet and clothing. The applicant suffered from Alzheimer’s disease and was double incontinent. The council considered that the applicant did not meet any of the SWF qualifying criteria and as such no award was made. At the first tier review stage, the council upheld this decision on the basis that he was established in the community. We disagreed with this assessment as we considered that without an award, there would be a logical deterioration in his health which could lead to treatment in hospital or a care facility, particularly given his age. We awarded all items requested aside from the clothing which we deemed to be an on-going need in this case, therefore excluded.
In another case, an applicant’s benefits advisor applied for bedding and clothing on behalf of an elderly applicant who was suffering from lung cancer, and also had sight and mobility issues. He had lost five stone due to his illness therefore his clothing did not fit him, and his bedding had become damaged due to incontinence issues. The council declined the application as they had requested medical evidence of the applicant’s weight loss and health problems and this was not received. They therefore considered that the need for the items was not confirmed nor was there verification that he was at risk of care or facing exceptional pressure. When we spoke with the applicant’s advisor, she explained that they were still waiting on medical evidence from the applicant’s GP. On the basis of the information provided by the third party, we were satisfied that the applicant was seriously ill and had suffered substantial weight loss within a relatively short space of time. We also confirmed that the applicant required a carer for significant periods each day. As such, we considered that there was sufficient evidence that the applicant was at risk of going into care without adequate clothing and bedding. We therefore changed the decision and awarded all items requested.
The Scottish Welfare Fund decision making process is comprised of three primary stages – eligibility, qualifying criteria and priority. In the first few months of 2017-18, we most commonly disagreed with councils’ assessment of qualifying criteria.
In one such case an applicant had applied for a community care grant for a fridge as he suffered from type 1 diabetes and required a fridge to store his medication. He had also applied for a number of other items for his home, including items which would enable him to have overnight access to his infant child. The council considered that he did not meet the qualifying criteria. However, we disagreed with this assessment. Given the seriousness of his health issues and the difficulties he was experiencing managing his condition, we considered that he was at risk of going into care should a grant not be awarded. We awarded the fridge and carpets for some rooms as these were assessed as being high priority. While we recognised that the additional items would have a beneficial effect in helping him have overnight access to his child, as there were access arrangements in place with the applicant’s parents (the child’s grandparents) which allowed him to stay there with the child at weekends, we considered that these items were medium priority and as such, did not meet the necessary priority to be awarded.
We have also determined a number of cases where the council have determined that an applicant has met the qualifying criteria, but we have disagreed with this assessment. In one case, an applicant had secured her own tenancy after living with her sister for a number of years. The council considered that she should be awarded a grant under the criterion which concerns being given a grant to meet the needs arising out of exceptional pressure on the applicant or a member of their family. They awarded some items but not others on the basis of the priority level not being met. The applicant was therefore seeking a review of the decision not to award the items she did not receive. While we acknowledged that the applicant had a number of health difficulties, we considered that she had moved from one settled home to another and there were no additional difficulties which would increase the pressure she was facing, other than being on a low income. As such, we disagreed that she could be described as facing an exceptional degree of pressure and we did not uphold the review request. We won’t reduce or take away an award that a council has made, and this review therefore had no impact on the items already awarded.
We have determined a number of cases in recent weeks where we considered that councils have not appropriately assessed applications from parents who care for their children for part of the week. This has most commonly, although not exclusively, concerned fathers and has been observed across a number of council areas.
In one case, an applicant had applied for a community care grant for household items for his new property. The applicant had been living an unsettled way of life after the relationship with the mother of his child had broken down two years previously. He had caring responsibilities for his son three nights per week, although his ex-partner had threatened to withdraw access on the basis that not having essential living items was affecting their son’s health and wellbeing.
The council assessed that as he did not have his son full time, they did not constitute a family facing exceptional pressure. They also noted that the pressures that were faced were financial and as such, they did not qualify as being exceptional. We disagreed with this assessment as the guidance states that anyone with caring responsibilities for a child all or part of the time counts as a family for the purposes of the criteria with concerns exceptional pressure. In arriving at our assessment that he met this criteria, we considered the impact on the relationship between the applicant and his son, together with his history of living an unsettled way of life. We instructed the council to award all items as they met the necessary priority level.
In another case, an applicant had applied for a number of household items as she had just moved into a new property. She had been living with her mother for a number of months prior to securing her new property via the council’s homelessness team. The applicant had three children who lived with another family member on a permanent basis, however, she was allocated a two bedroom property as her children would be staying with her at least two nights per week.
The council declined her application as they did not consider that she met the qualifying criteria. Taking into account the information provided by the applicant and her homelessness officer we disagreed with this assessment. We considered that not having appropriate items for her home would create a barrier to her having access to her children and could also impact on her relationship with her family. We therefore awarded items we deemed to meet the appropriate priority level.
In recent weeks, we have determined a number of cases where applicants have asked us to review the amount they have been awarded by the council. In one such case an applicant, who was self-employed, applied to SWF as her tax credits had been suspended following a relationship breakdown. As such, she had no money for living expenses for herself and her two children and applied for a crisis grant. The council awarded her £150 for food and utility costs on the basis that they considered that the amount set out within the guidance would have been ‘excessive’. While the method of calculating awards set out within the guidance is indicative, it also states that local authorities should take the circumstances of the applicant into account when assessing an application. We could find no evidence of any discussion with the applicant over her needs and through our conversations with the applicant, assessed that the initial award was not sufficient. On this basis we awarded the applicant an additional £103.90.
We have also considered cases from applicants who are subject to the Habitual Residency Test. In one case, an applicant, who was a British Citizen, had applied for a crisis grant for living expenses as she had just returned to the UK after a number of months abroad. She had applied for Job Seeker’s Allowance (JSA) but did not pass the habitual residence test and was advised by the Department for Work and Pensions (DWP) that she could not make a further application for JSA until several weeks later. The council declined her application as they considered that she was not eligible. This was on the basis that the DWP had assessed that she was not habitually resident in the UK. We disagreed with this assessment as the statutory guidance refers to European Economic Area nationals which the applicant was not, and it also says that discretion is also possible. We considered that the applicant was in a crisis situation, with no other source of income, and awarded £175.56.
During recent weeks we have considered a number of cases where applicants have been transitioning between benefits and employment. In one such case, an applicant applied for a crisis grant as he had recently started a new job but had missed the payroll deadline. This meant that he was not due to receive his first wage until several weeks later, and his employer was unable to provide an advance on his wages. The council declined the application as they considered that it was medium priority, and they were only awarding awards at high priority at the time they made their decision. After taking into account all the relevant information, we did not agreed with the council that Mr C's application was medium priority. We placed particular weight on the length of time until his first wage and the impact that it could have on his ability to sustain his new job. We concluded that the application was high priority and instructed the council to award a crisis grant for the 34 day period until he was due to receive his first wage.
In another case, an applicant had just started work after a period of unemployment and had only received a partial wage due to the date he started his new job. We assessed that although he had not received a full month’s wages, he had still been paid a considerable amount more than the equivalent level of means tested benefit. We therefore assessed that he could not be considered to be on a low income. Additionally, his bank statement showed that he had £50 savings at the time of his application which was subsequently transferred out of the account. Taking the above information into account, we concluded that the applicant did not meet the criteria to be awarded a crisis grant.
In recent weeks we have determined cases where it has been necessary for us to assess whether the assistance requested fell within the exclusions listed in the guidance. In one such case an applicant, who owned her own property, applied for an orthopaedic mattress, electric shower and lever taps for her kitchen and bathroom. The council awarded a mattress but did not award the other items, stating that they were excluded as they were repairs to private property. The applicant had previously been awarded a shower unit from occupational health, which was still functional, but the electric shower itself was faulty. This meant the elderly applicant, who suffered from incontinence, arthritis and mental health problems, had to wash herself at the sink. We disagreed that replacing an electric shower was a substantial improvement to private property and instructed the council to make an award. The applicant had also applied for replacement lever taps as her existing taps were dripping, but we did not consider that these met the necessary priority levels.
In a previous case, an applicant applied to the council for a community care grant to pay for repairs to guttering at his privately owned property. The council assessed that the item was excluded as a substantial repair. We disagreed with this assessment as, having investigated further, the cost of the repair was less than £100. However, we assessed that the applicant did not meet the qualifying criteria and as such, did not uphold the review request.
This month, we determined a number of crisis grants where applicants had already received three awards within the previous 12 months. In line with the guidance, it was therefore necessary for us to consider whether the circumstances surrounding applicants’ current applications were exceptional to allow a further award to be made. In several of these cases, we observed that councils did not clearly explain the rationale for their decision in their decision letters.
In one such case, an applicant applied for a crisis grant as she did not receive her full bursary payment due to a previous overpayment. She therefore did not have money to provide for herself and child until she received her next bursary payment. The council determined that the circumstances surrounding her current application were not exceptional and did not award a crisis grant. On reviewing the case, we noted that the applicant’s previous awards were all due to issues outwith her control and none concerned issues with her bursary. Additionally, we found that she had contacted social work for support as her situation had become very severe and she was concerned for her and her daughter’s wellbeing. We considered the risk to her daughter and that there were potential implications for her college course and future bursary payments as she was unable to attend classes due to having no money. Overall we considered that the circumstances surrounding her application were exceptional and upheld the review request. We also highlighted how the council could improve their decision letters as we considered that they provided minimal, non-specific information and enclosed a generic information sheet which included outdated information.
In recent weeks we have determined cases where it has been necessary for us to consider how grants have been fulfilled. In one such case, a council declined an application for a crisis grant as they did not consider that the applicant met the qualifying criteria. This decision was overturned at the first tier review stage and the council awarded a £20 fuel voucher for power. They also advised the applicant to use a food bank. We disagreed with this approach and awarded a higher amount, taking into account the £20 that had already been paid. This is in line with the SWF statutory guidance which states that councils should not use food banks as a substitute for paying a crisis grant if the application is successful.
In another case, an applicant submitted an independent review after being awarded a fridge freezer which she considered did not meet her needs. The applicant suffered from chronic health problems, the symptoms of which fluctuated day to day. On days when she was feeling well, she was able to batch-cook meals for herself and her 12-year-old son. This meant that on days when her symptoms were more severe, she or her son were able to defrost and reheat these pre-prepared meals in the microwave. Having assessed the capacity of the freezer compartment, we considered that it would not allow the applicant to store sufficient pre-prepared meals to meet her family’s needs. We therefore upheld her review request and awarded a fridge freezer with increased capacity.
In recent weeks we have determined several cases where applicants have been experiencing issues or delays with their benefits. In one such case, an applicant had applied for a crisis grant after separating from his partner and being held by the police for several days. When he returned to the property there was no money, gas or electricity and he was not due to receive his payment of Universal Credit for another five days. The council declined the application on the basis that he had received a short-term benefit advance a month previously and had a few tins of food available, therefore they considered that he was not in crisis. We disagreed with this assessment and upheld the review request, awarding a payment for five days which totalled £31.33.
In another case, an applicant had applied for a crisis grant for living expenses after being sanctioned. The applicant was in receipt of hardship payments and noted that he had enough food and electricity to last him for at least three days. The council made reference to not being able to undermine a DWP (Department for Work and Pensions) sanction. We assessed that this reference was incorrect as it had been included in an earlier version of the interim SWF guidance but is not included in the current statutory guidance. Overall, they assessed that the applicant did not meet the qualifying criteria as he was not in a circumstance of pressing need that required immediate action and there was no risk to his health and safety. We agreed with the council’s assessment that the applicant did not meet the qualifying criteria therefore did not uphold the review request.
In recent weeks we have determined several cases where it has been necessary to explore whether the items applied for are excluded from the SWF.
In one case, an applicant from a rural area had applied for living expenses, including £200 for a minimum delivery of oil. He had recently lost his job, suffered a relationship breakdown and was also awaiting his first payment of Universal Credit. The council awarded him 14 days' living expenses plus an additional £6 for electricity but refused his application for oil as they said it was an on-going need and therefore excluded under Annex A of the SWF Statutory Guidance. We considered that his requirement for oil was a one-off need and therefore not excluded as per the council’s assessment. We also assessed that a 28-day award for living expenses was appropriate as per section 7.9 of the guidance and awarded an additional amount to take account of this.
In recent weeks, we have also determined a community care grant review involving an application for a sleep monitor and a replacement fuse box. The council refused the items as they considered them to be excluded items under Annex A of the SWF Statutory Guidance. They assessed that the sleep monitor was a medical item and that the replacement fuse box was an on-going expense as the applicant was a homeowner and should be responsible for maintenance and repairs on an on-going basis. We took into account the circumstances of the case including the noted vulnerabilities and disagreed with the council’s assessment that they were excluded items. However, we did not uphold the applicant’s review request on the basis that they did not meet the priority level in place based on the evidence available.
In recent weeks we have considered several review requests from applicants who have been assessed as meeting the eligibility and qualifying criteria but have not been awarded all or some of the items that they had applied for on the basis of priority.
In one case, an applicant had applied for a community care grant after being allocated a new tenancy. The council awarded some items but declined a number of other items as they assessed that the applicant did not meet the necessary priority level. Prior to being allocated her property, the applicant had fled violence and subsequently experienced a period of homelessness. Additionally, despite her new property being treated several times by the council, it remained infested with insects. In her review request, the applicant’s support worker explained that the need for a freezer and washing machine was immediate and severe as the applicant was unable to leave the property unattended. The curtains were described as being essential for safety and privacy and a sofa was required as the applicant rarely left her home and was socially isolated. The support worker added that it was not possible to store clothes on the floor due to the infestation so a wardrobe was also required. We gathered further information from the applicant’s support worker and also spoke with her housing officer to establish the severity of the infestation. Due to the specific circumstances of this case including severe trauma, the risk of further violence and the severity of the infestation, we upheld the applicant’s review request and awarded all items.
In another case, an applicant had applied for a community care grant for a washing machine, double bed and new clothing after suffering severe injuries six months previously. The council assessed that the applicant met the qualifying criteria and awarded a washing machine as her existing one was broken. They did not award the other items as they considered that the priority level was not met. The applicant stated that while she had a single bed, a double bed was required for comfort and support due to her injuries. She also advised that she needed new clothes as a result of losing a significant amount of weight. We contacted the applicant’s GP who advised that she had insufficient information regarding the applicant’s need for a double bed so was unable to comment. She also provided evidence surrounding the applicant’s current and historic weight readings which did not indicate a sudden weight lost. As the council were operating at high priority, we considered that these items should therefore not be awarded and did not uphold the applicant’s review request.
This month we saw several review requests from applicants who have received crisis grants, but stated that the amount awarded was not sufficient to meet their needs. In some cases, applicants have advised that they phoned the SWF to make a further application but have instead been directed to the review process.
In one case a representative applied for a crisis grant on behalf of an applicant whose husband and seven children had recently joined her in Scotland from overseas. As such, the applicant’s only household income was JSA as her child tax credits and child benefit were not yet in payment. The council awarded £936.60 to cover a period of 14 days and awarded a further payment of the same amount at first tier review. The representative asked us to independently review the decision, stating that the amount awarded was not enough to cover the applicant’s living expenses. We did not uphold the review request on the basis that the council had calculated the award appropriately in line with the guidance. The council had also awarded an additional payment at first tier review.
In another case, an applicant had signed off JSA to start a new job. He had a gap in income before he received his first wage and was seeking assistance from the SWF in the interim period. The council awarded a crisis grant for 14 days as they determined that this was the maximum period they could award for. The applicant asked for a review of this decision as he did not feel that the amount was sufficient to cover the full period for which he was in crisis. We noted that there were 20 days between the applicant applying to the fund and him receiving his first wage. As the duration of the crisis was known when the applicant made his application, we considered that it was appropriate to change the council’s decision to extend the period of his award to cover 20 days.
One of the key themes this month has been around repeat applications for the same items. In one case, a woman made a community care grant application after moving into a new tenancy. She applied for flooring, beds and mattresses for children for whom she had kinship caring responsibilities. The council rejected the application on the basis that she had been awarded money for beds and mattresses from the council five months previously, and beds and mattresses from a different council the previous year. We asked the applicant why there was a further need for the same items in quick succession. She explained that damage was caused to the previous beds due to incontinence issues and that there was a need to leave some items behind in a previous property. One of the beds was also broken. We determined that while the SWF is a limited fund and it may initially appear unreasonable to award similar items on three occasions within 12 months, the full circumstances were not taken into account. We also considered that the guidance only sets out restrictions around repeat applications for the same goods and services within 28 days where there has been no relevant change in circumstances. In this case, we assessed that this restriction did not apply and awarded one bed and mattress but declined the other items on the basis of priority.
In another case, an applicant applied for carpets for a new property as she had left her previous tenancy following an assault. She was refused carpets as the council stated they normally only award this item once and she had received carpets previously. In this case we considered that a rule of thumb had been applied and the applicant’s circumstances, which were very serious, had not been considered. We upheld the review request and awarded carpets on this basis.
This month we have determined cases where residency has been in question. In one such case an applicant applied for universal credit after completing a college course. He had received his final bursary payment several weeks previously and had no money for food until his first benefit payment five weeks later. The council rejected his crisis grant application on the basis that they could not verify he was eligible to apply to the fund as DWP systems indicated that he was living in a different local authority. We made additional enquiries and confirmed he had in fact been resident in a different local authority but had abandoned his tenancy there several months previously. We also considered that the applicant had advised the DWP about his change of address and was attending the appropriate job centre in the new council area but there had been a delay in the system being updated. In light of the above and the fact that he had no fixed address, we considered he should be treated as being resident in the local authority to which he applied and upheld his review.
In another case, an applicant had applied for a crisis grant as he stated a utility company had taken a double payment from his account, causing him to run out of money. The council rejected his application on the basis that he did not meet the qualifying criteria for an award as his situation was not a great or sudden misfortune and they considered it to be a budgeting issue. While this outlined why the applicant did not meet the criteria relating to a disaster, the council did not address the ‘emergency element’ of the criteria. It was then necessary for us to consider the priority of the application. However, despite making several attempts to contact the applicant over an extended period of time, we were unable to seek additional information from him regarding his household situation. On this occasion we were unable to gather further detail to help inform our assessment of priority and as such, could only base our decision on the information available. Therefore, while we disagreed with the council’s assessment that he was not eligible to apply, we did not uphold the review request.
One of the key arising themes we have considered in recent weeks is around the qualifying criteria ‘to enable qualifying individual to maintain a settled home where that individual, or another individual in the same household, is facing exceptional pressure’. In one such case, an applicant applied to the fund for clothing, carpets and a bed as she could not afford these items. She advised that she had a bed on hire purchase but this was causing hardship and didn’t suit her needs. The council considered that the applicant did not meet the criteria of being under exceptional pressure. We contacted the applicant and obtained further information about her circumstances and the pressure her family was facing. This included health problems and disabilities experienced by herself and one of her adult children. The applicant also advised that she had financial problems exacerbated by her hire purchase payments and on one occasion she was unable to pay for electricity for several days which meant that she couldn’t use her oxygen machine. She also advised that the lack of flooring was having an impact on her mental health. On this basis we considered her family could be deemed to be under exceptional pressure and upheld her review. We awarded her the flooring and bed, although we did not award clothing as we deemed this to be an ongoing need.
In another case, a young man applied to the fund for items for his new tenancy. He was planning to move in with his girlfriend, who was experiencing difficulties at home. Prior to being allocated his tenancy, the applicant was living with family and shared a room with a relative who had disabilities. The council did not make an award as they considered that the couple did not face exceptional pressure in their new tenancy. We agreed with this assessment as while the couple’s situation had been very difficult, they did not have any ongoing health problems or other factors that we considered could class them as being under exceptional pressure in their new home.
One of the main themes emerging from the cases we have considered so far is in respect of exclusions for Crisis Grants. According to the statutory guidance, the number of awards any person should receive in a rolling 12 month period should be limited to three awards unless exceptional circumstances apply. In one such case, an applicant had signed off benefits to take up employment but wasn’t due to receive his first wage for 10 days. He had no money for food or electricity and was walking to work, which took an hour each way. The applicant also had multiple vulnerabilities including mental health problems and being accommodated in homeless accommodation. In determining his application and Tier 1 review, the council did not think that the applicant’s circumstances were exceptional. We, however, deemed that there was a substantial risk to his ability to sustain employment due to the above circumstances should he not be awarded a grant. Accordingly, we upheld the review and instructed the council to make payment.
In another case involving the same section of the guidance, an applicant had lost her wallet having thrown it out with rubbish. While she was a vulnerable person, we considered that she had some resilience as she was receiving family support. Taking this into account, and that this was the second time she had lost her wallet, we agreed with the council and deemed that the circumstances were not exceptional. We therefore did not uphold her review request.