Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

is my local council being unreasonable?

87 replies

VelvetChairGirl · 08/03/2022 15:54

they have no phone number to call except an automated phone line that takes you thru steps, no way to inquire about something and talk to a human.

they want everything done via a website paying for things, registering for things etc, there is no chat facility on the website.

so to inquire/query anything you have to go into the council office and queue up.

do most councils work like this now?

I have got a strange letter today that seems to be saying they will no longer give me housing benefit because I am a job seekers allowance claimant. it is a very odd letter its just a calculated letter saying what my rent is, and saying what my HB will be from April i.e 0 and it says reason for change, claiming Job seekers allowance.

I have G.A.D anyway this isnt helping having to go in there tomorrow when I could have helped my anxierty now by phoning them up but no, I will probably get no sleep tonight.

OP posts:
Soapboxqueen · 08/03/2022 16:02

Have you tried not pressing any of the options on the automated system?

Sometimes the system will send you to an operator if you don't press anything. It might have to go through the menu a few times then it sends you to a person.

Or pressing 0 if it doesn't already have a function attached to it.

Readyforspring · 08/03/2022 16:06

Yes ours does.

PastMyBestBeforeDate · 08/03/2022 16:06

Is there an email address you could use?

Hotcuppatea · 08/03/2022 16:07

Look on the website and find out who your local councillors are. Contact them and ask them to help you. That's their job.

Blueberryflavour · 08/03/2022 16:13

Yes automated phone lines and most things done online are the way our local authority works mostly. Press an option you will get a person eventually or leave a message. Most councils will have a menu of services on their web site that should help you work out which is the best option for you. Urgent services such as Social Services, even out of hours, should have the option to speak to a person directly.

gogohm · 08/03/2022 16:21

Ours seems like this but if you hit #0 a few times you get a real person

ThreeFeetTall · 08/03/2022 16:23

Yes our council is the same Sad

Regarding the Housing benefit- what are you claiming now- is it universal credit or new style JSA?

wormshuffled · 08/03/2022 16:26

Ours is telephone and email only, although you do eventually get through to a human....open for appointments 8 hours a week!!

Viviennemary · 08/03/2022 16:28

You may find that you need to claim your housing benefit along with your job seeker's allowance. Some changes to the way benefits are paid were brought in. But it is pretty bad of the council for not explaining this properly. Can you speak to the department responsible for paying your JSA.

Onlyforcake · 08/03/2022 16:30

Most councils have had to go to bare bones (and less) operations. There are significantly less staff dealing with even less of a budget. Been the case since 2008 austerity cuts are still rolling.

Thisismynamenow · 08/03/2022 18:18

@Onlyforcake

Most councils have had to go to bare bones (and less) operations. There are significantly less staff dealing with even less of a budget. Been the case since 2008 austerity cuts are still rolling.
This. This. This.

I worked in local government for 11 years and went from doing 1 persons job to at least 2 peoples jobs due to downscaling and budget cuts. Other departments such as customer service, housing etc. were even worse (my department was funded by EU grants so wasn't AS affected)

Original poster
VelvetChairGirl · 08/03/2022 18:27

@PastMyBestBeforeDate

Is there an email address you could use?
no they are determined to avoid people
OP posts:
Original poster
VelvetChairGirl · 08/03/2022 18:28

@ThreeFeetTall

Yes our council is the same Sad

Regarding the Housing benefit- what are you claiming now- is it universal credit or new style JSA?

original JSA, job centre hasn't tried to move me onto UC yet
OP posts:
Original poster
VelvetChairGirl · 08/03/2022 18:30

@Soapboxqueen

Have you tried not pressing any of the options on the automated system?

Sometimes the system will send you to an operator if you don't press anything. It might have to go through the menu a few times then it sends you to a person.

Or pressing 0 if it doesn't already have a function attached to it.

I'll remember that for next time thanks, too late now they shut at 5, I'll just go round there after the school run tomorrow morning.
OP posts:
Puzzledandpissedoff · 08/03/2022 18:30

Look on the website and find out who your local councillors are. Contact them and ask them to help you. That's their job

This ^^

Original poster
VelvetChairGirl · 08/03/2022 18:33

@wormshuffled

Ours is telephone and email only, although you do eventually get through to a human....open for appointments 8 hours a week!!
good grief, at least mines open 9 to 5
OP posts:
Original poster
VelvetChairGirl · 08/03/2022 18:45

@Puzzledandpissedoff

Look on the website and find out who your local councillors are. Contact them and ask them to help you. That's their job

This ^^

I will go there tomorrow to find out what the hell its about, and then moan at my MP after I find out what its talking about, I am not entirely sure if its saying no housing benefit after april for you until you get UC, or if its saying I dont qualify for a council tax reduction for housing benefits claimants (which I already know).

it literally says nothing it says housing benefit and council tax code, a calculation that amounts to nothing and calculation based on claimant on job seekers.

it says nothing about is it from the housing benefit office or the council tax office (still waiting for my new council tax bill).

I honestly have no idea it literally just has the council logo and the council office address, no department, nothing clear what its actually talking about.

there's a lot of people here with English as a second language, I am in my 40s, English is the only language I know and I cant make head nor tail of this letter.

OP posts:
Original poster
VelvetChairGirl · 08/03/2022 18:52

@Viviennemary

You may find that you need to claim your housing benefit along with your job seeker's allowance. Some changes to the way benefits are paid were brought in. But it is pretty bad of the council for not explaining this properly. Can you speak to the department responsible for paying your JSA.
the council dont pay me job seekers allowance the DWP do, different office.

as a JSA claiment I claimed housing benefit from the local council.

if I have to go on UC a simple letter from the council saying "from this date the housing benefit system will no longer support legacy benefits, to continue claiming housing benefit you must apply for Universal Credit" would have been fine.

instead (?) I get a random calculation letter with my council tax and housing benefit number on it, with no department written on it other then council office address, no phone numbers, emails or anything, its like they want everyone queuing up confused at their office.

OP posts:
Chishnfips · 08/03/2022 19:03

If you go into the offices you might find they'll point you in the direction of a phone in the office somewhere which will be same phone menu line.

You really are better just emailing in. Itll be sent to the right team who can answer your query and at least it'll be a time stamped and paper trailed conversation.

Whitefire · 08/03/2022 19:06

Yes, it is incredibly infuriating. Add in that most councils staff are still WFH and fobbing people off with excuses about delays.*

Online only seems to be the way. A colleague had a frustrating call today with DWP and trying to explain that Mrs Blogs did not have internet access, did not have a mobile phone and only had an old style landline phone.

It is absolutely shit for anyone without internet access and whilst understandably things dropped during covid, they are showing no signs of improving. I still have to book a slot to go to the tip.

  • I had a VM today which was interrupted half way through by a dog barking and I did an online seminar this afternoon with most people being in a LA - 78% of participants were WFH
Whitefire · 08/03/2022 19:08

Are you private renting or HA?

Original poster
VelvetChairGirl · 08/03/2022 19:31

@Chishnfips

If you go into the offices you might find they'll point you in the direction of a phone in the office somewhere which will be same phone menu line.

You really are better just emailing in. Itll be sent to the right team who can answer your query and at least it'll be a time stamped and paper trailed conversation.

then I will press 0 a million times and not have to pay for the call.
OP posts:
Original poster
VelvetChairGirl · 08/03/2022 19:33

@Whitefire

Are you private renting or HA?
private
OP posts:
NeverDropYourMooncup · 08/03/2022 19:38

Could it be that you won't be receiving housing benefit but would receive Local Housing Allowance? HB at least used to be only paid to social landlords.

Viviennethebeautiful · 08/03/2022 19:44

Find your local councillor and contact them. All an MP can do on these matters is contact the Council. People think they are going to the top but in reality they are a step further away. Your local councillor will usually take action for you. You can contact them in the evening