Response times for Housing Benefit
Christmas response times
Due to the holiday period, delays in response times may be experienced due to high volumes of contact. We apologise in advance if we exceed any expected response time but rest assured, we are working hard to ensure all time scales are met and match our high standards of customer care.
If any time limit is exceeded, we aim to be up to date with our response times by the end of January.
If your query becomes urgent, please contact us at your earliest convenience for further advice.
Standard response times
| 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 |