When you contact our office you can expect the following standard of service:
- We acknowledge receipt of letters and emails within 2 working days and reply within 10 working days
- We aim to see customers within 10 minutes of any appointment made and those who do not have an appointment within 15 minutes or, exceptionally within 25 minutes during busy periods
- We will answer telephone calls within 20 seconds
- We will offer clear and straightforward information about our services
- We will give you information and advice about all the benefits that you may be entitled to claim
- We will assist you to fill in our forms and make a claim if you need us to
We set targets to deal with your claim and pay your benefit, and these targets are as follows:
| Benefits |
Targets (Working days) |
| Income Support |
12 |
| Jobseekers Allowance |
12 |
| Incapacity Benefit |
30 |
| Retirement Pension |
20 |
| Disability Living Allowance |
60 |
| Attendance Allowance |
63 |
| Carer's Allowance |
60 |
| Social Fund Crisis Loans |
1 |
| Community Care Grants |
12 |
| Budgeting Loans |
5 |
| Funeral Payments |
16 |