| Emails received from our call centre |
We aim to reply within 5 working days |
| Service requests |
We aim to call back within 5 working days |
| New claim |
We aim to process fully evidenced claims within an average of 28 working days |
| Changes in circumstances |
We aim to process changes within an average of 18 working days |
| Discretionary Housing Payment |
We aim to assess these within an average of 28 working days |
| Reviews |
We aim to assess reviews within an average of 14 working days |
| Complaints |
We aim to acknowledge and record your complaint within 5 working days of receipt |
