@HeartyGuide This is bang on. I’m a manager in HB/CTAX for my local authority and like you said we get so many claims day in day out.
We currently have a backlog dating back to January due to staff shortages and an increased number of claims due to the cost of living crisis.
The teams work so hard (I know mine do) and try to help everyone as fairly and quickly as possible but at the same time there is legislation that has to be followed and sometimes this can take longer if further information is required.
If there are special circumstances then of course some claims will be prioritised at the discretion of managers etc. I know in my work we prioritise potentially evictions and temporary/supported accommodation claims due to the level of vulnerability but that does not mean other claims are forgotten about or not treated as important.
I know it’s frustrating and I know first hand that being given different information is confusing but I think we need to try to remember that the DM’s can only do so many claims a day and are bound by legislation as to what decisions they can and can’t make with the information at hand.
Trust me, I know from the other side that we wish we could help everyone straight away and give people everything we think they deserve but unfortunately that’s not how it works.
My point in this post is to try to stay positive as your decision will come as soon as possible. Try not to compare your dates and circumstances to other people’s and just keep the faith that your child will get what they deserve ❤️