What to do if you disagree with a decision on Housing Benefit or Council Tax Benefit (including Second Adult Rebate)?
If you think our decision is wrong, you can ask us to explain it or look at it again, or you can appeal.
You can ask for an explanation;

• By telephone
• By writing a letter, or
• By calling in person at the Council offices

We will explain how we have made our decision and what information was used.
If you are not satisfied with the explanation you can ask us to look at the decision again. You must let me know within one calendar month of the date of the decision letter.
You can also ask for a written statement of reason within one calendar month. This will advise you of the facts and law used in the decision.

If the decision can be changed

• We will send you a letter telling you what our new decision is.
• If you do not agree with this new decision, you can ask us to look at it again.

If the decision cannot be changed

• We will send you a letter telling you that we cannot change the decision. The letter will confirm our original decision.
• The letter will tell you if you can appeal against the original decision.
• If you can appeal the one calendar month time limit starts again from the date of the letter telling you that the decision cannot be changed.

You do not have to ask us to explain or look at a decision before appealing but doing so may resolve the dispute more quickly.

How to Appeal

If you want to appeal, please ask the Council for a form. You can get the form by telephoning the Council or calling in person to the office. For the address to write a letter and telephone number see below.

Make sure you tell us;

• What decision you want to appeal against
• Why you want to appeal
• Your benefit reference or National Insurance number
• The name and address of anyone who is helping you with your appeal. A copy of the papers about the hearing will be sent to them as well.

The time limit for appeals is one calendar month from the date of the decision letter or one calendar month from the date of the letter telling you that the decision cannot be changed. If you appeal later than this, please state why your appeal is late. A late appeal can only be accepted if there are special circumstances.

Your appeal cannot be accepted if it is made 13 months or more after the date of the decision letter.

Sign and date the form or letter.
Send it to;

Shrewsbury and Atcham Borough Council,
Benefit Office,
The Guildhall,
Frankwell Quay,
Shrewsbury,
SY3 8HQ.
Telephone (01743) 281466.

You must do this within one calendar month of the date of the letter telling you that the decision cannot be changed.

What happens after you appeal

An appeal submission will be prepared and a copy of this will be sent to you, your representative if you have one and The Appeals Service. You will also be sent a form about the hearing. This form must be returned to The Appeals Service within 14 days.