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Guidance notes for Norfolk Assistance Scheme online form

Introduction and notes

The following guide is designed to help you if you’re filling in the online application form for the Norfolk Assistance Scheme.

The form may take more than 30 minutes to complete.

If you want to stop filling in the form at any point and return to it later, press the Save button. This will take you to a page with a PIN code and instructions on how to come back to your application.

Make a note of this PIN code as without it you won't be able to return to your application. You'll have to restart it and you'll lose any previously recorded information.

You’ll find it helpful to have any documents relating to you or your partner’s financial position to hand while you’re completing the form, such as bank statements, benefit letters, rent invoices, payslips, etc. 

If you don't know the information required to complete part of the form, please contact the Norfolk Assistance Scheme on 01603 223392 (Option 5)

Evidence to support your application

If you haven’t got electronic copies of evidence such as payslips or bank statements, physical copies of the evidence can be submitted by post. 

Make sure you’ve recorded your NAS application reference on the documents before sending them to:

Norfolk Assistance Scheme, County Hall, Martineau Lane, Norwich, NR1 2UE

Getting in contact

Any correspondence will be sent to the email address you provide as part of the application.

If you don't have a working email address, call the Norfolk Assistance Scheme on 01603 223392 (Option 5). You, or your support worker, can then complete the application with a member of the NAS team over the telephone.

When will you get a decision?

Norfolk County Council aims to have all applications processed and a decision made within 10 working days for household item applications and within 24 hours for emergency cash applications. 

If you've made a successful application for household items, you’ll receive a voucher to be redeemed at our suppliers. Cash awards can be collected from any PayPoint outlet.

Appealing the decision

If your application is declined (or approved but you're unhappy with the awarded amount) you can request a Stage 1 Appeal and the application will be reviewed. 

If you're still unhappy with the application result after this appeal a Stage 2 Appeal can occur, but then a final decision will be made.

For further information or help regarding the Norfolk Assistance Scheme or the application process, call 01603 223392 (Option 5).

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