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Our service standards

Revenues and benefits

  • We aim to see our customers on average within 10 minutes of arrival at Contact Burnley
  • If you visit our fast track benefit claims service , we aim to see you on average within 15 minutes of arrival at the contact centre

Benefit claims

When you make a claim for benefit, we will:

  • Send you a benefit application form within one working day of asking for one
  • Assess your new benefit claim within 5 working days if you attend a fast track appointment at Contact Burnley and bring in all your evidence

Assess all new claims supported by the necessary evidence in an average of 20 working days

Change of circumstances

When you inform us of a change in circumstances, we will:

  • Assess this change if it is supported by the necessary evidence within an average of 9 working days

Benefit fraud

We will take appropriate action on fraud investigations within 10 working days of receiving a referral

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