What is a 'new' benefit claim?

How do I make a claim?

I have filled in my claim form - What else do I need to do?

What happens after I have submitted my claim?

What else should I know about the One Hour Service? 

I do not qualify for the One Hour Service – What should I do next?

I don’t agree with my benefit decision – What should I do next?

What is a “new” benefit claim?

A new benefit claim is where one or more of the following applies: 

If you are currently claiming benefit or your claim is suspended or pending, then unfortunately you cannot make a claim under the One Hour Service.

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How do I make a new claim?

As with all claims, you must provide a valid claim form which is fully completed and signed along with documentation to confirm your income and circumstances (original documentation must be provided, we do not accept copies).

Claims will be determined in accordance with the usual benefit guidance and regulations.

We will endeavour to process claims within one hour where possible, and we will also seek to validate and obtain information on your behalf where appropriate and reasonable.

However, please note that claims submitted where it has been decided that additional evidence is required will not qualify for the “One Hour”.

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I have filled in my claim form - What else do I need to do?

You will need to provide the usual supporting documentation.  This is in accordance with normal procedures to meet our existing standards and requirements, that is evidence of your identification, tenancy details, evidence of rental agreement, income details, non-dependants income.

There is a full checklist and guidance contained in the claim form.

To avoid disappointment, you should note that you must provide all of the documents and information required or we may not be able to make a decision on your claim.

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What happens if I forget to bring some of my documents with me?

In certain circumstances, if you are not able to provide all of the information required, it might be possible to determine your claim anyway.

-          Signed landlord’s form – if you want your benefit to be paid to your landlord and cannot get this form signed by your landlord straightaway it may be possible to pay your benefit to you in the meantime as long as you can provide evidence of your rent, that is tenancy agreement, rental contract.

-          Non-dependant’s Income – If you cannot provide evidence of your non-dependant’s income, the claim may be calculated making the highest non-dependant deduction until proof can be supplied.

-          Incomplete evidence – If you do not have enough evidence with you, or additional documents are required, your claim will not normally be suitable for the one hour service.  However, if you are able to provide the missing information by 3.45pm the same day, (3.15pm on a Friday) your claim may still be considered under the One Hour Service.

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What happens after I have submitted my claim?

A trained officer will take a look at your claim and decide if there is enough information to make a decision with one hour.

If there is, and you would like to wait for the determination, notification letters will be issued at point of contact.  Otherwise, telephone confirmation will be given and notifications issued in the usual way.

The one hour service applies to determinations only and will not result in payment being issued within one hour.  Payment of benefit will be issued according to standard procedures and payments cycles.

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What else should I know about the One Hour Service?

The “One Hour Service” is currently only available for new claims.  You cannot qualify for the service if you are already claiming and have had a change in your circumstance, if your claim has already been submitted or is currently suspended.  The term “change in circumstance” can include the following:

-          Changes to income or benefits of any kind

-         Non-dependant or other moving in or out of the property

-          Changes in rent

The One Hour Benefits Service is subject to availability and resources.  If you qualify for the service but we are not able to determine your claim for any reason, we will try our best to make a decision as soon as possible afterwards and notify you immediately.  Your patience and understanding is greatly appreciated.

Furthermore, we reserve the right to withdraw the service at any time should any unforeseen circumstances arise.

This document is for guidance purposes only and is not intended to form a full statement of the law or regulations relating to benefit claims.

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I do not qualify for the One Hour Service – What should I do next?

The One Hour Service is offered by Maldon District Council as a discretionary service to Maldon residents and as such there is no formal guidance about this process.

However, if you have a genuine complaint about the service provided you can follow our complaints procedure which a member of staff can tell you about or click here for more details.

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I don’t agree with my benefit decision – What should I do next?

If your benefit claim has been decided and you do not agree with the decision we have made, you can ask us to look at your claim again.  Your normal rights are not affected.  The letters telling you about your claim will also outline how to dispute the decision we have made.

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