Waiting for Council to process my Housing Benefit since moving to State Pension

Newcad

Thanks fot that @nicx83

We do appreciate that staff such as yourself are under greatly increased workloads, so we do appreciate the work that you are able to get through for us.

However that is not going to stop us grousing (and in some cases making official complaints) about claim processing delays.

Unfortunately deliberate understaffing to cut costs is a reality at the DWP and at Councils, often leaving benefits claimants in limbo for unreasonably extended periods.

Thanks again for the dedication that you give to others.

Newcad

https://forums.moneysavingexpert.com/discussion/comment/81985353#Comment_81985353

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I have no idea where that first line came from but I'm revising my thinking, the repeating letters/words issue seems to be an Android (or Samsung) issue rather than this forum editor.

Neko1234

@nicx83 this is why I would never lose my rag on the phone or elsewhere to service staff. I have also been on the other side and it's not fun.

Wishing blue skies and sunshine for all of us!

nicx83

https://forums.moneysavingexpert.com/discussion/comment/81985819#Comment_81985819

newcad I would never say anyone shouldn’t complain if they receive poor service. But the level of abuse my team receive on the phone is shocking. Each local authority should have a complaints team who are independent and will formally recognise your complaint but you will need to use the words formal complaint in your letter/ email. Luckily in my team we prioritising new claims as then at least people are getting a payment and our processing is within 2 weeks. I get paid for 37 hours a week the reality is i am working 60 to help the team process as I have to take the pressure off them.

Neko1234

Thanks for the insight @nicX83 sounds like you are doing everything you can!

Can I just ask will the fact that I receive PIP as well influence the time it takes for my council to process?

As on the surface it looks like I have a reasonable income. Maybe priority is given to those in most need?

I receive pension credits and already know PIP is not taken into account but does the overall income affect the speed of processing?

Thanks

nicx83

sorry for the delay Neko

I can only speak for my local authority but we just work in date received order. It would be too hard to pick out claims with specific incomes to do first

Newcad

Just a small update on my particular becoming a State Pensioner with HB journey; on the 2nd May I wrote:

The first payment is due next week, I'll ask for a Reconsideration after that is in my bank.

The letter did say that the first HB payment, with backpay, would be made "the week commencing 4th May" - but the payment never arrived.

Of course on Friday the 8th I called to find out why not and the woman on the support desk could see that letter on the system and so was as puzzled as I was why it hadn't been paid as promised.

She put me on hold while she talked to the benefits officer named on the letter, and came back with:
"They looked again at the calculations but didn't change anything, so they didn't send another letter; however that review has delayed the initial payment which won't be until 18th May now but will be larger because of the delay".

It appears that nobody even thought to let me know that the payment date had been changed.😕

As I had budgeted for it being made last week then this weeks rent has had to go unpaid for now.
Luckilly my HA is used to HB and UC so they aren't too bothered about the odd week being late, as long as they know that it will be paid ASAP.
(TBH I'm having issues with them too. A new DD that I set up, and that they had confirmed by letter, wasn't taken last month and they have not yet replied to me about why not. The next one is due on Friday so it will be interesting to see if that gets taken or not).

Neko1234

Thanks for your reply @nicx83. I appreciate you taking the time.

@Newcad it is a bit frustrating isn't it! I do feel they are trying their best though. I spoke to a lady last week she told me they had calls all day about this issue. Having been a call processor I sympathise!

However,it's still a worry. My HA are also very good. This month was the first month since February I've not been able to pay my full rent but I spoke to the housing officer and they were understanding.

Hope we all get sorted soon and the pressure is taken off at the council offices a little bit!

pmduk

If it's of any help, I'm of pension age, my most recent change of circs took my local council almost 7 weeks to update, sadly, that same day I had to report another as my occupational pension "administrator" is crapita.