Mission statement and service standards
The Benefits service at Oldham have designed a set of Service Standards along with a mission statement which details the service our customers can expect when they use the service.
Should you find that the service you receive is below the standard we have set please let us know by contacting us at one of the contact points shown within the standards.
We also promote any positive feedback so if you receive exceptional service please tell the Benefits Service so that we can pass on this feedback to our staff.
Service Standards Performance November 2011
| Standard | Performance |
| New claims (same day processing service) | 6.00% in 1 day |
| Changes (same day processing service) | 25.16% in 1 day |
| Process all claims and changes in an average of 13 days | 10.09 days |
| Pay any benefit within 7 days of award | 97.87% |
| Assess all claims and changes accurately | 94.86% accuracy |
| Standard | Performance |
| Answer phone calls within 20 seconds or assign to queue | 97.05% (includes those assigned to queue) |
| If busy, call you back within 24 hours | 100% |
| Standard | Performance |
| Provide an auto response to confirm receipt | 100% |
| Respond within 24 hours | 90% (based on a random sample) |
| Standard | Performance |
| See 90% of customers within 30 mins | 94.15% |
| Standard | Performance |
| Respond within 10 working days | Not available |
| Standard | Performance |
| Respond within 15 working days | 100% |
| Standard | Performance |
| Forward appeal to tribunal within 30 days | 100% |
| Standard | Performance |
| Schedule a home visit within 3 days | 100% |
Benefits Service
benefits@oldham.gov.uk
Access Oldham
Civic Centre
West Street
Oldham, OL1 1UG
Civic Centre
West Street
Oldham, OL1 1UG
Tel 0161 770 6633
Fax 0161 770 4945