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Complaints about Housing and Council Tax Benefit
How do I make a complaint about my claim for Housing Benefit and/or Council Tax Benefit?
If you have a concern about some aspect of your claim for Housing Benefit and/or Council Tax Benefits, there is a procedure for you to follow.
Step One
Our aim is to resolve problems as promptly as possible. As a first step we would ask you to discuss your complaint with one of our trained staff at First Point in Howden House. Alternatively you may prefer to telephone the Benefits Call Centre on 0114 273 6777, or to visit a Housing Office or Local First Point - see Points of Contact for Benefits help for contact details.
Step Two
If you remain dissatisfied the next step would be to write to the Complaints Officer at:
Sheffield Benefits Service
PO Box 1310
Sheffield
S1 1UY
The officer will normally send you a full written response within 14 days of receiving your complaint.
Step Three
If you are unhappy with response you receive from the Complaints Officer, you can write to-
Benefits Customer Liaison
Corporate Finance
PO Box 1283
Town Hall
Sheffield
S1 1UJ
As in Step Two, you should normally expect to receive a full written response within 14 days of your complaint being received.
Step Four
We hope that we will be able to resolve your complaint through our complaints procedure. If you are still unhappy, then we are sorry. As a final step you can take your complaint to the Local Government Ombudsman. The Ombudsman is an independent person who investigates complaints about Local Authorities.
You can complain to the Ombudsman at any time, however he will usually only consider your complaint after it has been looked at under our complaints procedure.
Contacting the Ombudsman
You can contact the Ombudsman either by writing to:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Or by telephoning:
0845 602 1983
Or by email at advice@lgo.org.uk
Alternatively, you can send them an online enquiry via their website.
Who can help me with my complaint?
You may prefer to seek some advice before making your complaint, or would prefer that a third party make the complaint on your behalf. If this is the case, you can contact a Citizen’s Advice Bureau or go to Sheffield Advice Link to search local Advice Centres . There are also a number of solicitors in the City, who deal with Benefits issues. Alternatively you may prefer to contact your local Councillor or Member of Parliament.
What should I do if I am unhappy with a decision the Council has made about my claim for Housing Benefit and/or Council Tax Benefit?
We make all sorts of decisions about your claims for Housing and Council Tax Benefit. We aim to make the right decision at all times but you may not agree and you may then ask us to reconsider the decision we have made. This is done through the formal Appeals procedure. For more information go to Reconsiderations.
What if I have a complaint about another aspect of the Councils service?
We have produced a leaflet called ‘Tell Us What You Think’ that you can use to make complaints, comments and/or compliments relating to any of the Councils services, including Housing and Council Tax Benefit. The leaflet is available at all our public access points or can be complete on-line. Alternatively you can write to us at:
‘Tell Us What You Think’
Corporate Mail Facility
Sheffield City Council
Town Hall
Surrey Street
Sheffield
S1 2HH
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