Benefits customer charter

The revenues and benefits service provides income for approximately 34 per cent of households in the borough. With a caseload of more than 40,000 we have a vital role to play in helping to address poverty for many of the most vulnerable members of Lambeth's community.

Our role is to assess and award housing benefit and council tax benefit to entitled claimants within Lambeth's diverse community, complying with all statutory regulations, case law, corporate and local policies.

Our aim

To provide a customer focused, efficient, and accessible service and to pay the right amount of benefit to the right person at the right time.

What you can expect from us

We will:

• pay the right benefit at the right time
• assess new claims in an average of 23 days and within five days of receiving all information
• assess changes in circumstance in an average of nine days and within five days of receiving all information
• consult with customers to help us deliver the service they want
• work with our partners to help customers maximize their income
• send out overpaid housing benefit invoices on time
• encourage you to contact us early if you have difficulty in paying your overpayment.

Face-to-face contact

When customer contact is face to face: 

• aim to see customers on time when they have an appointment
• let customers know how long they may have to wait when they do not have an appointment
• wear our name badges while at work
• publish our opening hours
• display customer complaint leaflets in our public reception areas
• treat all our customers with respect
• be helpful, attentive, polite and courteous when we speak to customers
• resolve customer’s enquiries before they leave or tell them when the enquiry will be resolved.

By phone

By phone we will:

• answer the phone within 20 seconds
• call customers back when we say we will
• treat all our customers with respect
• be helpful, attentive, polite and courteous when we speak to customers.

By letter, fax or email

By letter, fax, or e-mail we will:

• reply within seven working days
• write and let customers know why, if we cannot deal with their query fully within these times. We will also let them know when they can expect a full response
• use plain English in our correspondence with customers
• end e-mails and letters with our name and contact details.

Home visits

When we visit you at home we will:

• give notice prior to our visit and will visit within specified time slots
• wear our name badges and show them as identification
• be helpful, attentive, polite and courteous when we visit customers
• provide a specific phone line for customers to make contact
• gather all information required at the first visit
• treat all our customers with respect.

Customer responsibilities

• Notify us of changes in your circumstances as soon as possible.
• Provide information requested as soon as possible.
• Attend appointments at the agreed time.
• Treat our staff with fairness and respect.
• Pay your housing benefit overpayment on time.
• Make up any shortfall in your rent to safeguard your tenancy.

Our service standards

Service	Standard
New claim	Decide within an average of 23 days and within five days* of receipt of all information.
Change in circumstance	Decide within an average of nine days and within five days* of receiving all information.
Correspondence	Respond to correspondence within seven days* of receipt.
Complaint	Investigate and respond within 15 days* of receipt.
Home visit	Book the visit within five days* or request and arrive on time.
Office visit (appointment)	See customers at the time of the appointment.
Office visit (drop-in)	See customers within 20 minutes of arrival.

If things go wrong

If you feel unhappy about the service you have received from us, please make a suggestion that helps us improve it. Your comments are important to us as they help us put things right and improve our service.

Please send your suggestions to benefitsinfo@lambeth.gov.uk.

Focus groups

We hold regular focus groups to understand customer expectations and experiences. This helps us improve and give customers the service they want. If you would like to take part in a focus group please contact benefitsinfo@lambeth.gov.uk.