Manchester City Council

Benefits & support Service Statement for 2013/14 from the Benefits Service

Service Statement for 2013/2014

  Our Promise.

  • We will treat you with courtesy and respect and try to provide any help you need with your claim.
  • If you send us a valuable document, for example a birth certificate or a passport, we will send it back to you within 24 hours by recorded delivery.
  • If you claim Housing Benefit and Council Tax Support we will decide if you are entitled to the following other benefits at the same time:
      - secondary-school clothing grants; and
      - free school meals.
  • If you send us a new claim we will either decide if you qualify or contact you for more information within five working days.
  • If you tell us about a change we will write to tell you how it affects your benefit or write for more information within 14 days.
  • If you need help or advice, including help to make an online claim, we will give you an appointment with an advisor, with a choice of time and place.
  • If you have an appointment we will see you within 10 minutes of your appointment time.
  • We will let you know if we think that you could claim other benefits.
  • We will keep your personal information secure.
  • We will communicate clearly and openly.
  • If you have a complaint about our service we will investigate and respond within 10 working days.

Your Responsibilities:

 We ask you to:

  • treat us with courtesy and respect;
  • complete all claims and other documents by answering all the questions we ask you fully and honestly;
  • provide all the evidence we ask for or let us know if you have any problems doing so;
  • reply to us straightaway;
  • tell us if you need help; and
  • tell us of any changes straightaway.

Also see our Statement of Intent and our current Service Delivery Plan.

 

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