Welfare Rights Service Standards
The Welfare Rights team provide free independent impartial advice and support on welfare benefits accessible for all residents of Sandwell.
We are committed to:
- explaining what benefits you may be entitled to and how you can apply for them
- ensuring you are receiving the maximum benefits you are entitled to
- assisting you with temporary support if you are waiting for a decision to be made on a new benefit claim
- acknowledging your enquiry within 10 working days
To meet out commitments, we will:
- provide an advice line that is sufficiently staffed to answer your enquiries
- have an online form for you to request support
- offer you appointments when needed to discuss your benefits issues
- provide an appointment that is suitable for you, including telephone, home visits and office appointments
- represent you at appeal tribunals when needed
- support you with benefits appeals when your application is refused if we believe there is a good chance of the decision being changed
- support with claiming local welfare provision
- keep you informed of the progress of your case
- provide a named officer to work with your claim
- keep up to date with benefits laws and rules
- work with other agencies and departments within the Council such as rents team, council tax department and housing solutions team
We ask you to:
- provide as much information as possible to help us assess your benefits entitlement
- have income and expenditure details available
To measure and improve our service we will:
- send you a satisfaction survey when your case is closed
- set targets for advice satisfaction - current target is 80%