Service Statement for 2011/12 from the Benefits Service

Service Statement for 2011/2012

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.
We will help you in making a complete claim online with an advisor - we can do this by appointment, either face to face or over the telephone.
If you claim Housing Benefit and Council Tax Benefit 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 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 wil 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.