This page outlines what you can expect from the housing benefit service, and what you can do if we do not deliver the standard of service we have agreed to provide.
Housing benefit service standards
- We process new benefit claims and make decisions in respect of backdating within ten working days of receiving all necessary information.
- We process notified changes in circumstances within five working days of receiving all necessary information.
- We visit housebound claimants within five working days of receiving a request.
- We respond to enquiries, complaints and requests for Discretionary Housing Payments within ten working days.
- We process appeals within 28 working days.
What you can do if you think we have broken our standards
Please call us on 020 8690 8444 or visit one of our offices.
Help us to improve our service
Your feedback helps us to improve services and learn from where things have gone wrong. You can give us your feedback in a number of ways.
Online
Use our online form to keep track of the progress of your feedback by registering or you can remain anonymous.
By telephone
Tel: 020 8690 8444 and choose the benefit department that you wish to speak to.
In writing
Please send us a letter to the following address:
Your Feedback, Lewisham Council,
Laurence House, 1 Catford Road,
London SE6 4RU.
This is a FREEPOST address.