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 what they should not have, please tell us. It's your money they are stealing.
If you are not entirely satisfied with the service you receive please contact the Customer Services Team. |