Service Standards

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.