Housing Benefit and Council Tax Benefit Service Vision Statement

Shrewsbury and Atcham Borough Council will strive to provide a continuously improving customer focused Benefits service by ensuring that:-

• Customers receive the benefit to which they are entitled
• An accessible and adequately resourced service is provided
• Information and advice on all benefits is provided in a way the customer understands
• We listen to, consult and encourage involvement from all customers and stakeholders
• We are honest and open in our dealings with customers with the aim of resolving any complaints or disagreements quickly
• All our customers are aware of their rights and avenues of appeal
• All information provided by our customers is treated confidentially
• We treat our customers with respect
• Staff are well trained, knowledgeable and professional
• Staff are treated with respect by our customers
• We provide consistent interpretation of the regulations and use of discretionary powers
• We support the right of people to live in decent housing
• We verify all claims for Benefit and thoroughly investigate cases where there is evidence of Benefit Fraud and prosecute where appropriate.
• We strive to maximise Central Government Funding to improve the Benefits Service