What You Can Expect From Us
- Efficient, polite and friendly service.
- Answers to your enquiries within 10 working days.
- Private and confidential interview rooms when you visit us to discuss something.
- Once we have all the information we need, to assess Housing or Council Tax Benefit, we aim to do that within 14 days.
- Renewal claims for Housing and Council Tax Benefit to be processed before your current benefit ends.
- A home visit if you have mobility or health problems.
- We will notify you if you fall behind with your Rent payments
- If you keep to your payment arrangements we will not take any further action
- An efficient telephone answering service; please remember that at peak times you may not always be able to get through to us immediately.
- Swift and efficient investigation of fraud.
- Use forms that are understandable and easy to read.
Help Us to Help You
- Help us by quoting your reference or account number when you contact us.
- Please pay the right amount on the right date.
- If you do not understand something, or are having difficulty paying a bill, contact us immediately; the longer you leave it the more difficult it is to solve the problem.
- If you receive Housing or Council Tax benefit or a Council Tax discount or reduction and
- your circumstances change, contact us promptly in writing.
- Contact us immediately if you change your address.
- Where we need proof of your earnings, income, identity, etc., please remember to send us original documents. We cannot accept photocopies. We do that to prevent fraud.
- If you are not satisfied at any time with the service we provide, please tell us.
- If you suspect that someone may be being fraudulent, obtaining benefit illegally or claiming a discount or reduction that they should not have, please tell us. It's your money they are stealing.
See our Service Standards (pdf: 298KB)
If you are not entirely satisfied with the service you receive please contact us. |