General Benefit Information

• What are your standards?
• What is Data Protection?
• How can I report a Benefit fraud?

 

What are the Customer Services  Service Standards?

We aim to provide an effective and efficient service that we would be happy to receive ourselves by:

• Sending accurate bills and giving accurate and clear responses to all communications.
• Supplying advice about the legal provisions of the Revenues and Benefits Division.
• Dealing with complaints at the point of contact where possible, or providing a complaints and compliments form.
• Keeping to our standards, being accountable and monitoring the quality of service provided.
• Regularly consulting with our customers and reviewing the service we provide.
• Publishing details of how we perform against our standards and give reasons if they are not met.
• Treating our customers in a polite and courteous manner and being helpful and patient, even in difficult situations.
• Apologising if we make a mistake and putting the matter right as quickly as possible.
• Always seeking value for money in providing our service.
• Not disclosing personal information held in our systems, in accordance with the provisions of the Data Protection Legislation.
• Providing a range of payment options for our customers' convenience.
• Advising our customers of appropriate contacts and services as required.
• Providing a sign language interpreter (by prior appointment)
• Provide "Language Line" Service for customers who need to communicate in another language.
• Providing information on Revenues and Benefits on the Council's Website
• Publicising improvements to the service, changes in legislation and new facilities

Our Service Standards

• We will reply to 100% of complaint letters within 10 working days. Where this is not possible an acknowledgement of receipt will be sent. Our letters will be polite and in plain English. The name and telephone number of the person dealing with your query or claim will be on all correspondence.
• During normal office hours, we will answer 94% of all telephone calls promptly and pleasantly within 30 seconds, we will provide our names on request and return your call if necessary.
• Waiting times at the Revenues and Benefits Enquiry Counter will generally not exceed 10 minutes. We will provide reception and confidential interview facilities on request for personal enquiries during office opening times.
• We will make advance appointments for personal interviews at our offices when necessary, within 3 working days of request.
• If you are elderly or disabled and have difficulty attending the Council offices, we will visit you at home to assist you with your enquiry.
• We will issue refunds within 10 working days of request.
• Following a notification of a Council Tax band change being received from the Valuation Office, in 95% of cases a revised bill will be sent within 10 working days and the remainder within 20 working days.
• Following notification of a Rateable Value change being received from the Valuation Office, in 95% of cases a revised bill will be sent within 10 working days and the remainder within 20 working days.
• We will send out revised Council Tax or Business Rates bill within 10 working days of being advised about anything which changes an amount due, other than Council Tax Benefit or valuation change.
• We will reply to 100% of e-mails within 10 working days, and our replies will be polite and in plain English. The name and e-mail address of the person dealing with your query or claim will be on all correspondence.
• We will return all answer phone messages the next working day, provided a contact number has been left.
• In all cases of new applications for Disabled Persons Reduction, notice of the Councils decision will be issued within 10 working days of the visit to the property concerned.

                                                                                                                             

How Can I Report A Benefit Fraud?

Benefit Fraud costs you, the tax-payer millions of pounds every year. Your council wants everyone who is entitled to claim benefits to apply for them, but to stop those who steal from the system, leaving less for people who need benefits to live.

If you know of any benefit cheats please contact us in complete confidence:

• Fraud Hotline 01244 402160 or freephone 0800 328 6340
• Textphone users please call 0800 328 6341
• email: fraud@chester.gov.uk.
• You can also report a fraud online

Should you need further information about anything on this page please contact us at:

Benefits Section
Customer Services
Chester City Council
The Forum
Chester
CH1 2HS
Telephone: 01244 402236
Email: benefits@chester.gov.uk.