Service standards - How are we doing?
In this section we explain the level of service you can expect when dealing with the Benefits Service.
In a recent survey, our customers told us they think it sometimes takes us too long to deal with a claim. Customers told us they expect a change to take up to 2 weeks and 3 weeks for a new claim. We’ve used all this information to set the below standards. We will regularly update this information to show how we are performing.
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Service Standards |
April - June 2011 |
July - Sept 2011 |
Oct – Dec 2011 |
Jan - Mar 2012 |
2011/2012 |
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We aim to deal with all new claims within 3 weeks of receipt |
48% of claims were done within this time.
On average it took 26 days to deal with a new claim
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48% of claims were done within this time.
On average it took 28 days to deal with a new claim |
48% of claims were done within this time.
On average it took 27 days to deal with a new claim |
64% of claims were done within this time.
On average it took 19 days to deal with a new claim |
52% of claims were done within this time.
On average it took 25 days to deal with a new claim |
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We aim to deal with all reported changes within 2 weeks |
76% of changes were done within this time.
On average it took 12 days to deal with a change in circumstances
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80% of changes were done within this time.
On average it took 11 days to deal with a change in circumstances |
69% of changes were done within this time.
On average it took 14 days to deal with a change in circumstances |
88% of changes were done within this time.
On average it took 5 days to deal with a change in circumstances |
79% of changes were done within this time.
On average it took 9 days to deal with a change in circumstances |
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If you make an appeal against a decision on your Housing or Council Tax benefit we aim to submit it to the Appeals Tribunal within 28 days of receipt |
100% of appeals were submitted within this time. |
100% of appeals were submitted within this time. |
100% of appeals were submitted within this time. |
100% of appeals were submitted within this time. |
100% of appeals were submitted within this time. |
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We hope you never have to, but if you do need to complain about our service we aim to deal with all complaints within 10 working days. |
16 complaints were received, 100% were responded to within this time. |
15 complaints were received, 100% were responded to within this time. |
17 complaints were received, 100% were responded to within this time. |
15 complaints were received, 100% were responded to within this time. |
63 complaints were received, 100% were responded to within this time. |
Further information is available on the Council's customer care and complaints standards, and guidance on the level of customer care you can expect when dealing with Wakefield Council. Please see links below:
