Our service standards and performance

We aim to provide the quickest, highest quality service to you. To do this, we have set ourselves high standards. This helps you know how quickly to expect us to help you when you need our help after contacting us, or filling in one of our forms.

These are our standards:-

Housing Benefit and Council tax Benefit
We will process applications for Housing Benefit and Council Tax Benefit within 15 days.
We will process changes to existing cases within 10 days.
We will process appeals against our decision not to grant the amount of benefit you expected within 28 days.
We will assess all suspected fraud cases within 10 days to decide if we need to take any action.

 

Council Tax
We will reply to you within 28 days when you raise any issue about your Council Tax.

 

Other debts we collect
We will reply to you within 28 days if you have any query about your invoice.
We will take action if you have not paid an invoice within 21 days of it becoming due.

 

National non-domestic rates (NNDR)
We aim to ensure that you receive all the reliefs from rates you are entitled to when you contact us.
We will send you a new bill within 28 days of you telling us you have moved.
We will reply to you within 28 days if you have any other enquiry about your rates.
We will take recovery action if an instalment remains unpaid for more than 21 days after it becomes due.

How are we performing?

Click on the link in 'Downloads' area to see our latest performance figures.

Want to know more about our standards and performance figures?

Please contact Geoff Kent, email gkent@fenland.gov.uk, phone 01354-622290.