How the Benefits Service is performing
How the Benefits Service performed in 2011/12
Dealing with new claims and changes
We monitor our performance and also report on it to the Department for Work and Pensions, which oversees all councils' benefits services throughout the country. Two of the main performance indicators that we count are used to make sure we deal promptly with:
- new claims for Housing Benefit and Council Tax Benefit; and
- changes that affect customers getting these benefits.
We regularly count how long it takes us to deal with new claims and changes, and we publish the results every three months. The table shows the figures for the 2011/2012 financial year. Senior managers set the target figures that we are aiming to achieve.
'Days to process new claims' is normally the average number of days between the date we receive a claim in our office and the date we make a decision on the claim.
'Days to process changes' is the average number of days between the date we were told of the change and the date we dealt with it, if we were told about the change after it happened. If we were told before the change, but didn't deal with it until after the change, it's the number of days from the date of the change to the date we dealt with it.
| Target | April to June 2011 | July to September 2011 | October to December 2011 | January to March 2012 | Annual result | |
|---|---|---|---|---|---|---|
| Days to process new claims | 25 days | 30.6 days | 30.8 days | 27.1 days | 27.7 days | 29.1 days |
| Days to process changes | 12 days | 19.9 days | 17.5 days | 18.5 days | 8.4 days | 14.5 days |
Getting a decision faster
We can't always make a decision on a claim straightaway because we don't have the full information and evidence that we need from the customer. So, although it took on average 29.1 days for us to make a decision on new claims in 2011/12, we can process them more quickly than this when you give us all the evidence and information we ask for with your claim form.
More information about the evidence we need
Telling us about changes
Once you've given us your claim, you need to tell us straightaway about any change that could affect your benefit. Tell us about it in writing, or by calling at one of our reception points. Tell us as soon as you know about the change, from the moment you've filled in your claim form. We usually need evidence of the change, so include it when you report your change if you can. If you don't tell us about changes we may pay you too much benefit and you'll have to pay it back.
Reception points:
Why you need to tell us about changes
Contents of How the Benefits Service is performing
- How the Benefits Service performed in 2011/12 (this page)
- How the Benefits Service performed in 2010/11
