We aim to provide you with the following minimum standards of service
- Act professionally and courteously at all times
- Process claims for Housing and Council Tax Benefit within 14 days of receiving all information in support of claims
- Respond to letters within ten working days
- Respond to emails within ten working days
- Issue invoices within two working days of recoverable overpayment being raised
- Undertake welfare visits within 14 days of request
- Issue statement of reasons within ten days of request
- Record receipt of items of post on system within two days of receipt
- Record notes of telephone calls and visits to customer services within one working day
- Refer potentially fraudulent claims or information received for investigation within one working day of becoming aware
- Provide a home visit service for all customers who request one if they are unable to visit one of the council's offices