skip through navigation (Access Key = S ) Jump to Accessibility Information (Access Key = 0 ) Jump to Home Page (Access Key = 1 ) Jump to News (Access Key = 2 ) Jump to Site Map (Access Key = 3 ) Jump to Search Box (Access Key = 4 ) Jump to Frequently Asked Questions (Access Key = 5 ) Jump to Help Page (Access Key = 6 ) Jump to Complaints (Access Key = 7 ) Jump to Terms and Conditions (Access Key = 8 ) Jump to Feedback Form (Access Key = 9 ) Jump to content (Access Key = N ) Jump to Business and Advice (Access Key = B ) Jump to Leisure and Culture (Access Key = C ) Jump to Council and Community Diary (Access Key = M ) Jump to Environment and Planning (Access Key = V ) Jump to Community and Learning (Access Key = G ) Jump to Do It Online (Access Key = O ) Jump to Children and Young People (Access Key = P ) Jump to A to Z Services (Access Key = T ) Jump to Your Council (Access Key = Y ) Jump to A too Z site Index (Access Key = Z ) jump to Read Speaker functionality (Access Key = L) Jump to Printer Friendly Version (Access Key = F) Jump to Text Only (Access Key = J) Jump to Change Contrast (Access Key = K)
Housing benefit - Unhappy about a decision?
The information below applies to ‘persons affected’

Do you need further information on how we have assessed your benefit?

After your benefit has been assessed and you have received a benefit entitlement notice, you may ask us for a full explanation of any part of the assessment by sending us a signed written request. We will send you a reply within 14 days.

If you would like a review of the assessment you must request this within one calendar month of receiving the benefit entitlement notice and not the written statement.

Are you dissatisfied with a decision we have made regarding housing benefit and/or council tax benefit?

You have a right to have this decision reconsidered. You should request this in a signed letter within one calendar month from the date of notice of the decision or benefit entitlement notice, you also need to tell us why you think the decision is wrong.

A review of the decision will be carried out and you will be notified, usually within four weeks.

If you are still unhappy about the decision you may ask for a ‘second review’ by a more senior officer. This request should be made by a signed letter giving the reasons for requesting the review and supplying any further information you may have, within one calendar month.

Disputing a decision?
  1. Decision notice sent to you
    You have one calendar month to ask (in writing) for that decision to be reconsidered this is called the ‘dispute period’
  2. You request the decision to be reconsidered by the Principal Benefit Officer
    This decision will be sent to you within one calendar month
  3. Do you still disagree with our decision?
    You have one calendar month to lodge an appeal with us in writing. This is known as the Appeal Period. (If we receive your appeal after the one calendar month this can only be accepted if the Appeals Service allows an extension to the time period).
  4. Appeal to the Housing Options Manager for the decision to be reconsidered
    You will be notified within one calendar month of that decision.
  5. If the decision has not been changed to your advantage you must then consider if you want to proceed with an appeal to the appeal tribunal
    You must notify the Housing Options Manager within 14 days if you wish to continue with your appeal to the Tribunal.
  6. If you wish to continue with the appeal this will be sent to the appeal service
    We will notify you when this is sent to the tribunal and give you a copy of our submission. We also send you a further form which you must send to the Appeals Service within 14 days.
  7. The appeals service will set a date for the hearing

A person affected

A person affected means any of the following where their rights, duties or obligations are affected by a decision:
  • the claimant;
  • where a claimant, or would-be claimant, is unable to act on his or her own behalf:

    a receiver appointed by the Court of Protection;
    an attorney with a general power or a power to claim or, as the case may be, receive benefit appointed under the Powers of Attorney Act 1971 or the Enduring Powers of Attorney Act 1985;
    a person appointed by the Secretary of State to act on behalf of someone who is unable to act on his or her own behalf;

  • the landlord, but only in relation to a determination (not) to make direct payments (where the payment is made to an agent acting for the landlord the agent is the person affected);
  • anyone - including the landlord - from whom the Council has determined that an overpayment is recoverable.

Complaints procedure

We are committed to...

Providing services that are excellent value for money in a friendly and courteous manner. We realise that we do not always meet your expectations and things may go wrong. We see your complaint as a chance to put things right and improve how we do things in the future.

A complaint can be about
  • the way we did something;
  • failing to do something we should have done;
  • doing something we should not have done.

Who can make a complaint

Any person, as long as they are a ‘person affected’ (see previous).

Who should I speak to/write to about my complaint?

Write to Mrs Singer the Principal Benefit Officer or phone 01784 446228 or email benefits@spelthorne.gov.uk giving reasons for your complaint.

How long will it take?

Your complaint will be dealt with within seven working days, unless it requires further investigation, in which case we will acknowledge it and tell you when you can expect a reply. If you are not happy following this response you may write to:

Deborah Ashman/Karen Sinclair
Housing Options Manager
Council Offices
Knowle Green
Staines TW18 1XB

or email Deborah Ashman or Karen Sinclair

What if I’m still unhappy?

You may refer your complaint to Michael Graham, who is the Monitoring Officer, he will carry out a thorough independent investigation. He can be contacted on 01784 446227 or you may write to him at the Council Offices.

As a last resort

Having gone through the Council’s internal procedures you may refer your complaint to the Local Government Ombudsman if you are still unhappy. Please contact the Council on 01784 451499 ext 245/247 for further details.