Ref

Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

Housing Benefits Service

The Service Provider shall ensure that all persons claiming Council Tax Benefit (or any successor benefit) or Housing Benefit within the Authority's Area:

•  following liaison with the Authority are correctly assessed for or, as the case may be, reassessed for eligibility within [X] days of the Service Provider receiving the relevant claim or, where relevant, notification of change in circumstances;

•  Assessment of eligibility is late or incorrect

•  (following liaison between the Service Provider and the Authority in relation to the Authority's reserved functions) are notified of the decision taken in relation to eligibility including after any change in circumstance) and [notified of any relevant rights to appeal] within [♦] days of the relevant decision having been taken;

•  Service Provider notifies relevant claimant late.

•  receive a home visit and/or such assistance with any claim or related matter as is consistent with Law or Good Industry Practice;

•  Failure to provide having visit to claimant upon request;

•  Failure to provide assistance to claimant which in the reasonable opinion of the Authority would be in accordance with Good Industry Practice.

The Service Provider shall:

•  keep full, accurate and comprehensive details of all Housing Benefits entitlement in the Authority's Area on the relevant database and/or records system as required by this Revenues and Benefits Service Specification;

•  More than [♦] material inaccuracies found in any [♦] period.

•  ensure entitlements to Housing Benefits are reflected in invoices for Council Tax and/or Council House Rents in accordance with the relevant provisions of its Revenues and Benefits Service Specification;

•  pay Housing Benefit to entitled recipients or, as appropriate, to relevant landlords as required by Law and Good Industry Practice;

•  More than £[♦] of payments made after latest lawful date;

•  More than £[♦] of payments made more than [♦] days after latest lawful date.

•  recover overpaid paid benefits and reimburse underpaid benefits of which the Service Provider has information within [X] days of such overpayment or underpayment come to the Service Provider's attention.

•  More than £[♦] of over payments recovered more than [x] months after such payments come to the Service Provider's attention;

•  More than £[♦] of over payments recovered more than [x] months after such underpayments come to the Service Provider's attention.