is my local council being unreasonable?

[VelvetChairGirl]

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 I work in HB and this definitely.sounds like the calculation has gone out as part of annual updating. When I look at any calculation prior to the upratings having been done, it always shows as £0. The annual calculations are usually done in early March ready for the April changes. Councils cannot force anyone on to UC and once on it you wouldn't be able to go back on to HB so don't claim UC unless you know you'll be better off and its something you've chosen to do. People only go onto UC if they've had a change of circumstances which would in the past have meant a new claim for a benefit which now comes under UC.
I'm sorry you've not been able to speak to someone about it to put your mind at rest, but I suspect more notification letters will come through in thr post in the next few days. You have a month to dispute any decision made by HB so if your payments stop or further calculation letters come and don't show entitlement then you can dispute it with them.

Councils are struggling with inadequate budgets stretched very thin. They can’t afford to have lots of people answering phones.

@Goldfishmountainclimber

Councils are struggling with inadequate budgets stretched very thin. They can’t afford to have lots of people answering phones.

They can employ somebody to write a coherent letter and then they wouldn't need to employ lots of people answering phones.

@VelvetChairGirl

I got a response from the councillor saying they are looking into it.

think I will hold off going to the job centre, until next week.

If you have anxiety I'd still go today and not rely on the Councillor.

@pisspants

OP I work in HB and this definitely.sounds like the calculation has gone out as part of annual updating. When I look at any calculation prior to the upratings having been done, it always shows as £0. The annual calculations are usually done in early March ready for the April changes. Councils cannot force anyone on to UC and once on it you wouldn't be able to go back on to HB so don't claim UC unless you know you'll be better off and its something you've chosen to do. People only go onto UC if they've had a change of circumstances which would in the past have meant a new claim for a benefit which now comes under UC. I'm sorry you've not been able to speak to someone about it to put your mind at rest, but I suspect more notification letters will come through in thr post in the next few days. You have a month to dispute any decision made by HB so if your payments stop or further calculation letters come and don't show entitlement then you can dispute it with them.

thank you, I tried another council number the 5000 one and it just beeped and went to static.

I am waiting now to call their benefits advice line, I found the number for when I phoned it went to a normal answer phone message saying when the hours are so hopefully when that opens its actually humans on the line.

ok well she said they dont deal with housing benefit and they cant transfer calls. but she said when ever they (the benefits advice service) have to talk to housing benefit service they select the options for reporting a death, she told me what numbers to press in what order, thats how you get thru to someone but it may take 40 mins or so she said.

so I have just tried that and the computer told me to call again later because their lines are completely full and it hung up.

but at least I know how to get in the queue to talk to a human now (hopefully).

The anxiety bothers me more then anything, I have enough savings to last a few months if anything happens, but I like to get things that bother me dealt with fast and off my back because when I get anxious I revert into a stupid mindset I hate.

its the "I'm sorry please stop, I did nothing wrong" mindset I had because of the ex. I know its stupid and that there is nothing to be sorry about, theres no one to beg, this is not a punishment for not being a good girl. but its that mindset that always springs up when the boat gets rocked.

They fucked up, the system sent out 600+ letters by mistake and they are busy sorting out new ones that should be sent out in the next couple of weeks.

my claim is fine and I should ignore the letter.

Now I shall have

@Viviennethebeautiful

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

This. Your councillor will wander round the office / pick up the phone and speak to the officer who can help you with your query

@TheYearOfSmallThings

My council is the same (Waltham Forest). They have made themselves totally inaccessible by phone, and 98% inaccessible online.

At my local authority we phased out taking calls from the public beyond a duty line between certain hours. It's the only way to get anything done. I lost hours sitting on the phone to members of the public calling with a query, which I answered, then it became apparent they wanted a chat / rant. It's not what officers are there for and it's a waste of council tax. We ended up diverting all calls to a department Admin assistant / Rottweiler who would quickly filter out time wasters (most calls) and act as a buffer so we could get on with delivering services.

It sounds like the particular solution your council have set up isn't helpful - speak to your councillor

Oh excellent news velvetchair I’m so glad you have managed to sort this by sheer persistence. Enjoy your cake 🎂!

@Nikkiten

Email and copy your councillor in (not MP they are unrelated). Services are underfunded, IT systems and phone systems are poor quality and officers are forced to work from home because buildings are being sold off to prevent bankruptcy. Lots of professionals, such as IT are leaving for better pay in the private sector. It’s all a consequence of inadequate funding, remember that next time you vote.

This 1000 times