Service standards for housing benefit
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It also summarises our recent service performance figures.
Housing benefit service standards
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We process new benefit claims and make decisions in respect of backdating within ten working days of receiving all necessary information.
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We process notified changes in circumstances within five working days of receiving all necessary information.
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We respond to complaints within 10 working days.
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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:-
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use our online form for comments, complaints and compliments
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write to us at Your Feedback, Lewisham Council, Laurence House, London SE6 4RU. This is a FREEPOST address.
Service performance figures for 2019/20
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Average time to process a new claim is 9.64 days
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Average time to process a change to an existing claim is 3.69 days
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Target time to process new claims and changes is 7 days.
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Average time to process new claims and changes is 4.06 days.
Percentage of complaints processed within ten working days
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Target 2010–20: 90%
- Achieved: 96%