Customer services1

Customer Services forms part of the Benefit & Community Welfare Service. In recognition of the service we provide we were awarded the Charter Mark for excellence in Customer Services back in 2002 and have since been retained this by being assessed in 2005 and 2007.

Customer Advisory Service

Situated in the cash hall, the Customer Advisory Service offers you a full range of assistance at the counter when calling in person. In brief, Customers Advisory Assistant can assist you with the completion of housing and council tax benefit claim forms, check your required proofs, or explain how an award has been calculated.

You are first seen at the fast track counter by experienced Enquiry Assistants who estimates how long the enquiry will take. If the enquiry is to take longer than five minutes, the Customer Advisory Assistant will refer you to a colleague for a more in-depth private interview.

The Customer Advisory Assistants can deal with the following enquiries:

· Assistance in completing Housing and Council Tax Benefit Forms

· Assistance with Council Tax Exemptions and Discounts

· Advice on payments, reminders and final notices

· Photocopying original documents for benefits claims

· Interviews to help explain difficult issues

· Provision of forms

· Provision of leaflets

· Advice on qualifying for Housing and Council Tax Benefit

· Book Home visits

· Signpost customers to voluntary sector for independent advice

Language Line

We have the use of Language Line if English is not your first language please ask at the Customer Services Desk.

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