Correcting a mistake

If you think we have made a mistake (for example, if we used too much or too little income when we worked out your benefit), please let us know straight away so that we can correct it.

Phone or write to us saying where the mistake has been made and we will correct any genuine error we have made.

Disputing a decision

If you disagree with our decision you can ask us to look at it again; this is known as disputing a decision.

When you dispute a decision, we look at it again to check that it is correct. This is done by a different member of staff, not the person who made the first decision.

If the decision is wrong we will change it and let you know. If we feel the decision is correct we will write and let you know; we will also tell you why we feel it is correct.

If you want to dispute a decision, you must contact us within one month of the date of the letter giving you the decision. If there are special circumstances which mean you cannot contact us within one month, we may still be able to look again at the decision. Tell us what the special circumstances are when you contact us.

Appealing against a decision

If you disagree with a decision you can also appeal against it. You can do this after you have disputed a decision or when you get the original decision.

If you decide to appeal as soon as you get the original decision we will look at the decision again to make sure it is correct before it goes to appeal.

Housing Benefit and Council Tax Benefit appeals are heard by an independent tribunal run by The Appeals Service. The Appeals Service hear appeals concerning most Social Security Benefits and are not connected with the council.

If you want to appeal against a decision, you must write to us within one month of the date of the letter giving you the decision. You should give all the reasons why you disagree with our decision. This is important because the tribunal does not have to look at anything you do not mention.

Once you have made an appeal you will be sent all the details of how we came to our decision and asked to confirm that you still wish to appeal. You must do this within 14 days of being asked.

The Appeals Service will only accept a late appeal if you have special circumstances for not appealing within one month. You should include an explanation of these special circumstances with your reasons for appeal. Your appeal cannot be accepted for any reason if it is made 13 months or more after the date on the decision letter.

For further information, download our publication "If you think the decision about your Housing or Council Tax Benefit is wrong".