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Service Standards

  • Under One Roof Service Standards
  • Let you know who you are speaking to
  • Be prompt, polite, helpful and well informed
  • Respond to standard emails within 48 hours during working hours
  • Respond to letters or emails relating to banding – within 5 working days for a receipt and 28 working days for full response
  • Respond to standard letter within 5 working days
  • Process your application within 10 working days of all required information being received
  • Process a notification of a change of circumstances within 10 working days of all required information being received
  •  Treat you in a fair and consistent manner, which will be sensitive to your situation and need
  •  Deliver all services in line with our Equality and Diversity policy
  • Provide an out of hours message service. We will provide response to  messages within 72 hours
  • See you in your own home if you are unable to visit one of our local offices or access points
  • Give you full reasons in writing and the right to appeal if you cannot be placed on our membership list
  •  Keep any information we have as confidential in line with our Data Protection and Confidentiality Policy
  • Welcome feedback about our services and give you every opportunity to comment