Our customer service standards

We aim to meet the following standards of service:

to answer 80% of all telephone calls within three minutes
to provide a telephone service for a minimum of 40 hours per week
to see personal callers within an average of 10 minutes of arrival at the benefits reception
to provide a reception service for a minimum of 36 hours per week
to give all personal callers a record of their visit
to send all pre-tenancy determinations to the rent service within 48 hours
to assess new claims within 36 calendar days (this should be less if you give us all the information we need with your claim form)
to be no less than 98% accurate in assessing benefit claims
to carry out revisions (look at your claim again where you disagree with the assessment) within 20 working days
to acknowledge or respond to all complaints within four working days
to ensure all decision letters/notifications comply with the housing benefit, council tax benefit and decision and appeal regulations