This guide is designed to help support workers assist clients in providing financial evidence during their application process. Depending on the organisation and its application requirements, clients may either:
- Upload financial evidence documents as outlined in the application process, or
- Connect their bank accounts through Lightning Reach (open banking) if applicable
We’ll cover both methods, ensuring you have a clear understanding of each step and the requirements involved.
Jump to:
- Why do we ask for financial evidence?
- Providing financial evidence through connecting accounts
- Invitation process for client's to connect their bank accounts
- What's next?
Why do we ask for financial evidence?
Organisations assessing applications require financial evidence to:
- Accurately assess applications: This ensures clients’ eligibility for support schemes or grants.
- To identify any potential misuse of funds: For example, gambling-related spending can be flagged to help ensure funds are used for their intended purpose.
Providing financial evidence through document uploads
For the vast majority of applications through Lightning Reach, you will need to upload financial evidence documents. This is because as a support worker, you cannot directly access your client's bank accounts, so uploading these documents is sufficient.
The specific requirements for these documents will vary depending on the application or grant and will be outlined within the "financial evidence" part of an application, or if an organisation contacts you to provide more information.
Examples of financial evidence:
- Bank statements from the last three months.
- Payslips or proof of income.
- Letters confirming benefits or other income sources.
Key tips for document uploads:
- Ensure clients understand the specific evidence required..
- Support them in scanning or photographing their documents if needed.
- Verify that all information is clear and legible before upload.
Providing financial evidence through connecting accounts
Some organisations will require your clients to connect their accounts securely through Lightning Reach to show financial evidence for their application. In this instance, after you have submitted your part of the application to the organisation, your client will be emailed with instructions on how to connect their accounts. The organisation should contact you too to let you know that they have done so. If you have any questions about this process, you can contact the organisation you are applying to directly.
Key points for Support Workers:
- Terminology matters: Use clear, client-friendly phrases like:
- “Connecting your accounts.”
- “Providing your financial evidence.”
Client's to link their accounts:
Clients must complete this step themselves. As a support worker, you should not access their online banking details or perform this task on their behalf.
Reassure clients:
Emphasise the simplicity and security of the process.
Invitation process for client's to connect their bank accounts
Scenario 1. Initial Request for client's email address
If the client’s email address has not been provided in the application, the organisation will contact you, the support worker, to provide it. This step ensures that the client can receive a secure link to complete their banking information.
The organisation will reach out to you, the support worker to confirm the client’s email address.
Example Email Template:
Dear [Referrer name]
Thank you for submitting the first stage of [Applicant name]’s application to [Organisation name]. The second stage requires the applicant to provide their financial evidence; please note, as this requires access to their online banking, you cannot do this on their behalf.
Please provide the applicant’s email address so that we can send the request to them to connect their accounts.
Once complete, we will then be back in touch to complete the application process with you.
Scenario 2.1 Email to the client with instructions
If the client’s email address was provided in the application process (either initially or after Scenario 1), the organisation will directly contact the client with instructions to connect their bank accounts. As the support worker, you will also receive an email, detailed on Scenario 2.2
Example Email Template:
"Dear [Applicant name],
[Referrer name] has submitted the first stage of your application to [Organisation name]. The second stage requires you to provide your financial evidence; please note, as this requires access to your online banking, your referrer cannot do this on your behalf.
Stage 2: Provide financial evidence
In order to process your application we need to see 3 months worth of bank statements from you and any adults in your household. This is done through Lightning Reach.
What you need to do:
Please click the link here to set up your account on Lightning Reach: [Insert Lightning Reach quick apply link]
Login using your email address.
Click on the continue button next to [Organisation name].
Follow the steps on screen to connect your accounts. Please do not upload your statements as documents. We will only accept uploaded copies in exceptional cases.
Once you have completed this, we aim to review your application and make an initial response within [15 working days]. Please note, this could take longer in times of high demand or other circumstances beyond our control.
Please contact [Org email address] if you have any questions.
Scenario 2.2 Email to the support worker with instructions
Example Email Template:
Dear [Referrer name],
Thank you for submitting the first stage of [Applicant name]’s application to [Organisation name]. The second stage requires the applicant to provide their financial evidence; please note, as this requires access to their online banking, you cannot do this on their behalf.
Stage 2: Provide financial evidence
We have sent them an email asking them to provide 3 months worth of bank statements from themselves and any adults in your household. This is done through Lightning Reach.
What they need to do:
Click the link here to set up their account on Lightning Reach: [Insert Lightning Reach quick apply link]
Login using their email address.
Click on the continue button next to [Organisation name].
Follow the steps on screen to connect their accounts. Please ensure they do not upload their statements as documents. We will only accept uploaded copies in exceptional cases.
Once they have completed this, we aim to review the application and make an initial response within [15 working days]. Please note, this could take longer in times of high demand or other circumstances beyond our control.
Please contact [Org email address] if you have any questions.
What's next?
Once your client has completed the process of connecting their bank accounts, they will receive a confirmation email from Lightning Reach. Following this, the organisation will contact you, the support worker, to confirm that the accounts have been successfully connected and to provide guidance on the next steps in the application process.
If you or your client encounter any issues or need assistance during this process, please don’t hesitate to contact us at [email protected]. We’re here to help!
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Need further assistance?
If you have any questions or encounter any difficulties, please don't hesitate to contact us at [email protected]