Health and welfare support

Crisis Payments Team (previously Surrey Crisis Fund)

Important notice about other funding schemes

  • Funding provided by Household Support Fund 7 (HSF7) such as Everyday Essentials E-voucher has now closed.
  • Help with Oil Heating funding was announced by Government on 16 March. Details  on the Help to reduce your energy bills web pages.

If you are not in immediate crisis, please refer to the Health and Welfare Support page, which can signpost to health, financial and welfare support in Surrey.

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About the fund

Coat of arms for UK government with the wording Funded by UK Government

As part of the new UK Government funded Crisis and Resilience Fund, the former Surrey Crisis Fund is now called Crisis Payments. Below is information on how to apply, who is eligible and what can be provided. Please note what and how support can be provided has changed from the previous Surrey Crisis Fund support offer.

Crisis Payments are there to provide support for those people in Surrey who are struggling with money problems where no other funds or resources are available to help.

What are Crisis Payments?

Crisis Payments are part of funding provided by the UK Government Funded Crisis and Resilience Fund. This effectively replaces the previous Household Support Fund which no longer exists.

One of the ways we can offer support is through a Crisis Payment. You can apply for a Crisis Payment if you are on a low income, are a resident living in Surrey and are facing a financial crisis as a result of a sudden, unexpected issue with money that you can’t meet through your usual income or savings. Examples include a loss of income or reduced working hours, emergency bills, breakdown of household items or unexpected costs leaving you without food, heating or basic necessities.

Please note that applying for a Crisis Payment doesn’t automatically mean you will get a Crisis Payment. Each individual's situation will be taken into consideration. If after consideration a Crisis Payment isn’t suitable, we’ll help you find other support or connect you with resilience services and local support organisations.

Who is eligible to apply?

You are eligible if any of the following apply to you:

  • Are aged 16+ and live in Surrey
  • Struggling financially
  • Placed in temporary accommodation outside of Surrey by the council
  • Are homeless but have a clear connection to Surrey
  • Cannot afford to keep your home warm, or maintain gas or electric topped up

Cannot afford essential items, such as:

  • Food
  • Toiletries (including period products)
  • Clothing or footwear
  • Essential household equipment for those moving into unfurnished accommodation (e.g. fridge, oven)

What things will affect if I can apply?

We assess each application based on your individual circumstances. But the following will be considered:

  • Existing support and benefits received
  • Your current income including any savings or other funds available to you
  • Your household situation such as number of children, whether you have a partner or any other dependents
  • Number of applications for Crisis Payments per household, to avoid duplication of funding for the same household need
  • Whether you have applied previously for Crisis Payments
  • We will check your information using Department of Work and Pensions and council records

What do I need to provide in order to apply?

We may also ask for the following information:

  • You may be asked for bank statements
  • Proof of employment if necessary
  • Partner details of someone who is part of the house you live in if necessary.

What is available ?

If you are eligible, a Crisis Payment can help towards you paying for your urgent needs such food and household supplies, heating and energy bills, essential furniture or appliances  or emergency transport (e.g. for work, healthcare or safety). Our goal is to help you meet immediate needs and get back on track quickly. Crisis Payments are only for short-term help, not a regular income.

How are Crisis Payments given out?

We will consider the best form of payment method based on each persons circumstances. This could be a direct bank transfer  or an alternative E-voucher payment.

Payment by Bankers' Automated Clearing System (BACs) payments

Bank transfer is via Secure Pay. You will need to supply Secure Pay with your bank details. They will use this information to transfer funds directly into your nominated bank account. Secure Pay will then delete their record of your bank details within 24 hours.

You will not need to supply your nominated bank account details to the Crisis Payments Team.

A Supermarket E-voucher

The online E-voucher can be redeemed on shopping in one of the following supermarkets, that an applicant can choose:

  • ALDI: Cannot be used for the purchasing of gift cards, lottery tickets, scratch cards (or related material), alcohol or anything through ALDI’s website
  • Asda: Cannot be used in Asda petrol stations or to purchase tobacco products, stamps, lottery or phone top-ups
  • Farmfoods: no restrictions
  • Morrisons: Cannot be used for gift cards or lottery purchases. Cannot be used in Morrisons Daily stores or Morrisons fuel stations
  • Sainsbury’s: Cannot be used in Sainsbury’s petrol stations, pharmacies, for branded gift cards, scratch cards, Liquid Petroleum Gas Autogas, infant formula, tobacco and related products, British Telecom phone cards, E-top-up, savings stamps, postage stamps, National Lottery products, online delivery charges, concession coffee shops and restaurants
  • Sainsbury’s Grocery Only: Can only be used to purchase food and toiletries, not accepted in Sainsbury’s petrol stations
  • Tesco: Cannot be used in Tesco petrol stations
  • The Food Warehouse (part of Iceland foods group): Cannot be used for alcohol
  • Waitrose – no restrictions

In kind household items

Some eligible residents (those who are about to go into unfurnished accommodation) may receive a separate award, of certain essential household items to enable them to set up home.

These items will be delivered to the applicant’s home and professionally installed. The Crisis Payments team works with two approved providers and will support residents by arranging and placing orders for the required essential households items. The service does not provide any replacement household white goods or furniture such as broken down fridges, ovens, washing machines and beds.

Apply for a Crisis Payment

Click the button below to start your application

Applications are closed and will re-open at 9am on Thursday 14th May 2026

Please note:

We are currently in the process of updating the application systems we’re using so to begin with we are using an existing Surrey Crisis Fund application form which will become a new Crisis Payments application system.

Never use the copy/paste function to enter information in the form. If you do this, the system may not recognise that you have completed that field and may not allow you to continue. If you have done this you will need to remove the information from the form and re-enter it before continuing.

How we will contact you

Once you have submitted your online application, you (or your representative) must be available by telephone between the hours of 9am to 5pm, Monday to Friday. This will help us to complete your application and make a decision on any help we can provide.

You will be called from 0300 200 1032; please save this number in your phone as Crisis Payments Team to avoid our calls being ignored.

The team will make three attempts to speak to you, if you are not available for us to speak to you within three working days your application will be cancelled and you will need to make a new application.

How will I know I am getting a payment?

You will be told the outcome of your application by the Crisis Payments team during the application telephone call and we'll confirm if you are eligible for a BACs payment to your bank account or an E-voucher. You will then receive an email from the Crisis Payments team confirming your payment and providing details of further support services if required.

If you are receiving an E-voucher you will also receive an email directly from the E-voucher service.

If you fail to provide bank statements on request – or you are unobtainable after our three attempts to contact you – your application will be cancelled, and you will need to make a new application.

Need help with your application?

In the first instance please phone the Community Helpline who can help you with an application.

Other organisations that can help with applications

We are looking to provide support from other organisations to help people fill in their applications. Once we have further information we will share it here.

Limited internet access?

If you have limited access to the internet you may get help to access the internet at your local library  Surrey County Council Support from your local library to get online or by visiting your local Citizens Advice office who can help you to apply online or if you don’t have access to a working phone. Search results | Connect to Support Surrey

Citizens Advice National Helpline

You can contact an adviser through the national phone service. This connects you to a local Citizens Advice.

  • Adviceline (England): 0800 144 8848
  • Relay UK - if you can't hear or speak on the phone, type what you want to say: 18001 then 0800 144 8848
  • You can use Relay UK with an app or a textphone. There’s no extra charge to use it. Find out how to use Relay UK on the Relay UK website.

Adviceline is usually available 9am to 5pm, Monday to Friday - it's not available on public holidays. Some local Citizens Advice accept calls outside of these hours.

No access to a working phone?

If you have no access to a working telephone, please visit your local Citizen's Advice Office for assistance. To find your local Citizens’ Advice Office visit Search results | Connect to Support Surrey

Applying on behalf of someone else?

Please ensure you understand what we can help with and that you have permission from that person to apply to the Crisis Payments Fund. Please ensure all information entered is accurate and up to date, as any errors may result in a delay to the application. Please also ensure that the person is aware that an application has been made and is expecting our call to complete the application.

Please Note: The Crisis Payments Team officers are here to try to help you. They will treat you fairly and with respect. In return, we expect you to treat our team members politely and respectfully. Verbal abuse of any kind will not be tolerated. If any verbal abuse is directed towards our team members, the call may be terminated and you will not get any assistance. Such behaviour may also result in a permanent ban from the fund.

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