Benefit service standards
Mission Statement
Broxbourne Council’s Benefit Service aims to
meet the needs of the community by providing an efficient and
accessible service to all of our customers, ensuring that our
decisions are transparent and result in the right benefit being
paid in a timely manner by professional and dedicated
staff.
These are the standards you can expect to receive.
We will:
- listen to you and make sure our staff are helpful and
courteous
- ensure our staff are easily identifiable and wear name
badges
- arrange for interpretation services and home visits when
needed
- answer the phones in less than 10 seconds
- reply to your letters, in writing, within seven
working days
- answer your complaints in five working days
- check your benefit applications within 5 working days of
receiving new claims
- process your benefit applications within 5 working days of
receiving all the necessary information