Frequently Asked Questions
The Benefits department are dealing with an increased volume of enquiries and claims and this is causing unavoidable delays. Please do not visit the Council. Request/send in information by email at firstname.lastname@example.org - put "Claim Ref" and your claim number in the subject line, e.g Claim Ref 12345 - or send by post.
Visit the Housing Benefit page to see if you claim help with your rent from us or Universal Credit. Visit the Council Tax Support page to see how to claim help with your Council Tax. Visit the Universal Credit page for advice about UC and how to claim.
If you have to visit us because you can't email us you can leave any documents in a sealed envelope with your name and address in the post box outside to the right of the entrance.
Please note you can email us at email@example.com and put your claim number in the subject line. You can post information to us or leave any documents sealed in an envelope with your name and address in the postbox to the right of the main entrance.
What is the best way to get information to/from the Benefit department?
You can send information by:
- Email to firstname.lastname@example.org and put Claim Ref and your claim number in the subject line
- Put documents in a sealed envelope (ensure you put your claim number or name and address on a note inside) and put it in the postbox to the right of the entrance.
- By post to Ebley Mill, Ebley Wharf, Stroud, GL5 4UB
Where possible we will send notifications to you by email. Make sure to check your junk mail in case anything goes in there!
How long will it take to deal with my benefit / DHP claim?
We are dealing with a big increase in the number of enquiries and claims for benefit due to the present circumstances. We normally aim to deal with claims within 28 days but are anticipating that this will slip due to volume. All items of work are dealt with in date order to make it as fair as we can.
Please note that if you are on UC and claiming Council Tax Support we have to wait to get your UC award, as your benefit is based on your UC income.
When will I get paid?
We pay by BACS and this takes 3 working days to clear from the date we send the money.
- If you pay your rent monthly, we will pay you (or your landlord if rent is paid to your landlord) on the last working day of every month
- If you pay your rent weekly, we will pay you fortnightly
- If you pay your rent weekly and we pay your landlord, we will pay them every four weeks
What changes do I have to tell you about if I am on Universal Credit or Pension Credit? You will need to tell us about:
- household changes, e.g. if someone moves in or out and what income that person has
- if you no longer receive child benefit for a child, we need to know what they are doing and what their income is
How much rent do I have to pay?
You will need to contact your landlord for this. We can only tell you how much benefit we pay you, and this will not take into account any rent arrears or shortfall in your rent that HB does not cover.
How much Council Tax do I have to pay?
Check your last bill for your instalments, email the Council Tax department at email@example.com (include your name and address and Council Tax account number if you know it) or ring 01453 766321.