Benefits Service Standards

    Our Mission Statement and Service Standards

    Stafford Borough Council's benefit service aims to meet the needs of the community by providing a secure and efficient service that is accessible to all, where the right benefit is paid at the right time and a service that contributes positively to the overall welfare of the community.

    Housing and/or Local Council Tax Reduction Service Standards

    Our standards are that:-

    • All new claims are processed within an average of 20 calendar days.
    • Notified changes in circumstances are processed within 9 calendar days of receiving all necessary information.
    • Telephone calls will be answered within 4 minutes
    • Telephone call abandonment rate will not be higher than 16% of all calls received
    • Overpayment notifications will be issued within 3 calendar days.
    • We will create a welcoming atmosphere in our reception areas providing disabled accessibility and hearing loop facilities.
    • We will make available a private room if you wish to discuss sensitive or confidential business.  

    Please see our current performance.

    What can you do if you think we have not met our standards

    Please call our benefit helpline number in 01785 619478 or you can send us an email.

    Have your say

    Complete our on line feedback form and tell us what you thought of the service we provided to you.

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