Housing Benefit (Rate Rebate) Decision Making and Appeals
If you have applied for, or are receiving Housing Benefit you may need to know what to do if you think our decision is wrong.
Introduction
We are committed to providing the highest standard of service to all our customers. However, from time to time you may feel that your claim for Housing Benefit (Rate Rebate) has not been given a fair and accurate assessment.
If you are dissatisfied
It is hoped that most queries can be resolved by phoning us. We will explain how we assessed your claim and calculated your entitlement. You can also ask for a written statement of reasons for the decision to be sent to you. You must ask for this within one calendar month of the date on your decision letter. We will reply in writing within 14 days. If you are still dissatisfied you can ask us to look at our decision again or you can ask for an appeal. If you have asked for a written statement of reasons we will extend the one-month time limit by the number of days it takes us to send you this.
Asking us to look at our decision again
If you are not satisfied with the explanation or written statement of reasons you can ask us to look at the decision again. You must contact us in writing stating clearly which decision you are not happy with. You must also tell us why you think it is wrong. Remember to write to us within one calendar month of the date on the decision letter. If you write to us after one calendar month you must tell us why you did not write sooner. If we accept the reason for delay we can look at the decision again.
Appealing the decision
If we have not changed the decision or you still think our decision is wrong you may appeal. The one-month time limit starts from the date of our decision letter. If you wish to appeal against our decision you should use the appeal form in our booklet HBA1 "What to do if you think the decision on your Housing Benefit is wrong". An Appeals Tribunal consisting of at least one legally qualified panel member, independent of Land and Property Services, will consider your appeal. You may attend the tribunal hearing. You will be given a summary decision letter explaining the tribunal's decision as soon as possible after the appeal hearing.
Further Information
If you decide to take your dispute further you can get more detailed information in leaflet HBA 1 (PDF 84KB) opens in new window from your local Land and Property Services office. Further information is also available from Housing Benefit Central Unit, Londonderry House, Chichester Street (Freephone 0800 5877 477) Any appeal lodged does not affect your rights to a fair and impartial service from us, nor does it affect our commitment to customer service.
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