crisis fund refused 'your rent is paid in full' but I am affected by benefit cap

MorningOwl

my email:
'

The decision summary is based on incorrect basis.'Your rent is being paid in full. The CRF do not award to Subsidise rental costs.' - it is incorrect as I am affected by benefit cap. 
I spoke to Citizen Advice highligting that I do not in fact receive full rent due to benefit cap. I also spoke to one of your connect representative and provided additional UC statements.I do not receive full UC as I am affected by benefit cap, and I am the sole tenant. 
I appealed this decision letter on the 17.06.2026. I also met connect representative in person on the 29.06.2026. I have since obtained a fit note from GP as not fit for work. I attached last UC statements, fit note and council tax bill stating that I am the sole tenant. '

What I got was

• 16 July 2026 – Instead of hearing from the Triage Team, I received an email asking me to confirm which team my Universal Credit statements should be forwarded to, despite having submitted them during my appointment on 29 June in relation to my DHP application
• I then received a reply stating only that my email had been forwarded to the relevant department.
• However, after following up again on 28 July 2026, I was simply sent copies of the original refusal letters.
• There was no response to the issues I had raised, no indication that my additional evidence had been considered, and no explanation of whether a review had taken place.

What now?

Rachel_Scope

Hi @MorningOwl, sorry you're having issues with this. It seems incredibly frustrating, especially with them seemingly disregarding the evidence you supplied. Unfortunately the only information I can find is to make a complaint, and if that isn't handled correctly you should contact the Local Government and Social Care Ombudsman. 

Do you feel able to make a complaint?