Service improvements
Overview
We are continually updating our service to meet the needs of our customers and stakeholders.
Interactive services
The Benefits web pages contain new interactive services to speed up the claiming process for our customers. Customers can now use the benefit entitlement calculator to get an instant estimate of what benefit they may be able to claim. An online claim form, to be added shortly, will allow customers to send the form directly to us so that we can begin processing the claim without delay. The form will also generate a customised list of the exact supporting evidence that is required to calculate the claim.
Assessment at first point of contact
To make the claim process quicker and easier, we have introduced 'assessment at first point of contact'. This means that customers can attend an appointment with Benefit staff and have their claim processed on the same day if they provide all the necessary information. (See How do I claim Housing Benefit and Council Tax Benefit? for how to make a claim.)
Joint ventures
By working in partnership with other organisations, we hope to promote the take up of benefits, and other assistance available such as the Cold Buster grants which provide energy efficient works for people on certain benefits. So far in Wandsworth, 479 households have benefited from a series of energy efficiency improvements such as new central heating systems, cavity wall and loft insulation, draught proofing and window replacements.
The Wandsworth Joint Visiting Team involves the Council and the Pension Service working together to visit older people at home. The main purpose of the team is to provide a comprehensive visiting service to residents over 60 years old and vulnerable working age customers under 60 to help ensure they receive the benefits and services to which they are entitled
Benefits advice and information
Our staff will be present at council events such as the Community Advice Day to provide advice and information on Housing Benefit and Council Tax Benefit.
Listening to your feedback
We are issuing surveys to ask you about your views and experiences. The results of these will be collated and based on the response received, and suggestions on ways we can improve the service will be considered.
If you receive a survey in the post from us, we would greatly appreciate your feedback.
