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Prompt Assessment and Refund
Claim 31836
- Information received from Pension Credit led the department to believe that a 90 year old single woman may be entitled to benefit. The Authority sent her a take up letter
- The woman asked for a visit, and one was arranged for 12:00 on 10th November 2009
- We finished the visit and welfare check at 12:30, and we took the claim with supporting documents to the customer centre, where we scanned them at 12:43, before returning the originals by hand
- We assessed the claim at 17:50 on the same day (10th November 2009)
- We posted the Council Tax Benefit to the Council Tax account that evening
- The Authority created a new bill that evening as part of the automated process
- We refunded the money by BACS on 11th November 2009.
Conclusion
- A take up initiative resulted in the Authority visiting at a time convenient to the customer.
- We scanned the supporting documents with the application, and returned to the customer’s home within the hour.
- We assessed the claim within a little over five hours
- We sent a refund to the customer the next day