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Housing Benefits - Service standards
The Benefits Team have a responsibility to administer Housing and Council Tax Benefits in accordance with the legislation.

The Benefits Team will treat all its customers fairly, respect their privacy and dignity, be helpful and courteous and pay particular attention to those with special needs.

We are constantly seeking to improve the service to our customers and have a Statement of Intent - the service you should expect to receive and below are some of those in more detail:
  • to provide advice and assistance in benefit matters;
  • assess benefit within 14 days of receiving all the required information (new claims and renewals);
  • reassess your benefit within nine days of receiving notice of a change in circumstances;
  • reply to correspondence in 10 working days;
  • answer your telephone call within five rings;
  • regularly ask your views on the service and any changes you think will improve it;
  • give you a written explanation of your benefit entitlement within 14 days of request.
  • All staff will either give their name (telephone) or wear name badges (enquiry desk) so you know who you are dealing with.