Customer Charter, Service Standards and Service Plan
The Benefits Service is proud of its reputation for good customer service. We have standards to meet in all aspects of our work including legal standards, standards of customer care and standards in the way our service works.
Customer Charter
Our promises to our customers and what customers can do to help us. There are two versions of the Customer Charter as we have been asked to make a bold type version available which may be easier to read for some customers.
Investigation Officer Code of Conduct
Wealden District Council expects all officers employed in the Benefit Investigation Unit to observe and adhere to the rules and standards make up the Officer Code of Conduct.
Our Vision and Statement of Intent
We have a vision for our service and a statement of intent which link to the Council's overall objectives.
Policies
The Benefits Service has policies that set out how we run our service and which tell you about the regulations we have to adhere to.
Performance Standards
The Department for Work and Pensions (DWP) have a set of Performance Standards which all local authorities are expected to meet or be working towards. The Standards cover the way benefit claims are processed and the way the service operates. The link takes you to the DWPs website.
At the last assessment in June 2007, Wealden's Benefit Service had an overall score of 3 for the Performance Standards. The maximum score is 4.
Enforcement Concordat
The Enforcement Concordat was published by the Cabinet Office and the Local Government Association in 1998 to promote good enforcement principles and practices. The Council agreed to adopt the principles of the Enforcement Concordat in 1998 and this is the first review undertaken within Housing and Council Tax Benefits. The priciples of the Concordat are:
- Standards – setting clear standards
- Openness – clear and open provision of information
- Helpfulness – advising on and assisting with compliance
- Complaints about service – having a clear complaints procedure
- Proportionality – ensuring that enforcement action is proportionate
- Consistency – ensuring consistent practice
Benefits Service Audit Report on Enforcement Concordat
Benefits Service Enforcement Concordat Evidence
Service Plan
Benefits and Local Taxation are services within the Finance service of the Council. All main services of the Council write a service plan each year and these are part of the Council's Corporate Plan. This link takes you directly to Finance's service plan.
