Benefit Service Standards
Northumberland County Council is committed to
providing a
high quality Benefits Service that is based upon and
responsive
to the needs of all our customers.
The Benefit Service mission statement is:
'To provide a high quality and efficient
benefit service that meets the expectations of the residents of
Northumberland'
Service Aims
The overall aim of the service is to provide a
very good high quality service to the Council, its partners and the
community. More specifically, we aim to:-
- Ensure the service is modern, efficient and providing value for
money.
- Design the service in line with the needs and expectations of
our customers.
- Assess benefit claims in an accurate and timely manner and
minimise benefit overpayments.
- Ensure the service is accessible to everyone in the community
by promoting our service and developing community links and
partnerships.
- Minimise the barriers to work by improving access and the
information available to our customers and work closely with
external partners in order to maximise benefit take up and improve
processing performance.
- To develop procedures to detect and minimise fraudulent claims
for benefit.
- To develop a robust but fair overpayment recovery procedure in
line with the Council's Overpayment Policy and maximise potential
income to the service.
Service Standards
The standards of service we aim to provide to
all of our customers are detailed below. They will be reviewed and
updated (if necessary) on an annual basis:
We aim to:
-
Reply to complaints within in line with the Council’s
Complaints procedure;
- 2012/2013 Qtr 4 = No data
available at present
We will also:
- Keep our website up to date with the latest information and any
legislative changes;
- Provide a range of leaflets on our website and customer service
points;
- Promote the take-up of benefit;
- Maximise benefit payments for residents;
- Provide accurate information and advice;
- Use feedback to make continuous improvements to our
service;
- Aim to notify customers in writing of any changes to their
benefit within 5 working days;
- Provide advice and sign post customers so that they may obtain
further advice regarding any other benefits they may be entitled
to;
- Make alternative arrangements if you are unable to visit our
offices;
- Provide support to people if required (e.g. help with
completing forms)
- Contact you (where possible) in advance of visiting you at home
and our staff will explain who they are and the purpose of their
visit; and
- Ensure our leaflets are in plain English.
Contact Details
Benefit Section
Wansbeck Square
Ashington
Northumberland
NE63 9XL
Telephone: 0845 600 6400
email: benefits@northumberland.gov.uk
