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Service standards for housing benefit

What you can expect from us and what you can do if we do not deliver the standard of service we have agreed to provide.
Issues with Benefits online service

We are experiencing issues with our online service for housing benefit and council tax reduction which may mean that you cannot access your account later in the day. Please keep trying, ideally earlier in the day, whilst we investigate.

It also summarises our recent service performance figures.

Housing benefit service standards

  • We process new benefit claims and make decisions in respect of backdating within ten working days of receiving all necessary information.

  • We process notified changes in circumstances within five working days of receiving all necessary information.

  • We respond to complaints within 10 working days.

  • We process appeals within 28 working days.

Your feedback is important and helps us to make improvements to our services. You can give us your feedback in a number of ways:-

Service performance figures for 2019/20

  • Average time to process a new claim is 9.64 days

  • Average time to process a change to an existing claim is 3.69 days

  • Target time to process new claims and changes is 7 days.

  • Average time to process new claims and changes is 4.06 days.

Percentage of complaints processed within ten working days

  • Target 2010–20: 90%

  • Achieved: 96%

Contact

Housing benefit

HOUSING BENEFITS TEAM PO BOX 58996, CATFORD ROAD, LONDON, SE6 9JD