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How long does it take to process a claim?

Index

You can read through this information sheet, or go directly to the sections you want to read by clicking on these links:

Introduction

The time taken to process a benefit claim can vary depending on the benefit being claimed and which benefit office deals with the claim.

For all benefits, you can help make sure your claim is processed as quickly as possible by completing the claim thoroughly and providing any further information requested promptly.

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HM Revenue and Customs targets

HM Revenue and Customs (HMRC) does not have a target. If you are concerned about the amount of time it is taking to process your tax credits claim, you can contact them for an explanation. Contact HMRC 

If you are not satisfied with the explanation for the delay, you can make a complaint. See the HMRC website for more information on how you do this - How to complain

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Local authorities targets

Local authorities should process Housing Benefit (HB) and Council Tax Support claims within 14 days. In reality it may be longer than this.

Statistics for October-December 2012 showed that the average number of days taken to process a new HB claim was 23 days. As this is an average, some claims will have been processed quicker than this and more complex cases may have taken longer.

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DWP (Jobcentre Plus and The Pensions Service)

DWP aim to deal with benefit claims within a ‘reasonable length of time’.

In practice they set a target to process customer claims within an average number of working days (Monday - Friday). As these benefits are processed in different ways, their targets are different.

In 2010/11, the targets were:

  • Income Support - 9 working days
  • Jobseeker's Allowance - 11 working days
  • Employment and Support Allowance - 14 working days
  • Pension Credit - 10 working days

Obviously because the target is an average, it recognises that not all claims can be processed within that time. Some claims will be more straightforward and therefore easier/quicker to process than others.

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Last updated: 18 June 2013

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