After you have reported a change
This page includes information on:
- what happens after you reported a change
- how to provide documents
- when and how you will receive a decision on your claim
- how to check the progress of your claim
- changes in your entitlement
- what to do if you disagree with your entitlement
When you report a change of circumstance, we will send you an email within 24 hours. It will confirm:
- that your application has been received
- the documents you will need to provide, if necessary
If we have sent you a letter asking you to provide documents, please:
- read the contents of the letter carefully
- make sure that you provide all of the documents we have requested
- upload the documents via evidence upload form
This will help us to process you application as quickly as possible.
You can also submit the documents by post. While we discourage people from traveling to the civic centre, you can leave the documents in the post box in the Civic Centre 1 reception area. You will need to write your claim reference number (a seven digit number) on any documents provided. The post box is open 7am to 7pm Monday to Friday. You will need to write your claim reference number (a seven digit number) on any documents you send in.
For guidance on the types of evidence we will accept see the providing evidence for Housing Benefit and Council Tax Support page.
We aim to assess your claim within four weeks of you reporting a change. When we have assessed your application we will send you a letter to let you know:
- how much Housing Benefit and/or Council Tax Support you will receive
- the information we used to assess your change of circumstances
If you qualify for Council Tax Support or Second Adult Rebate we will add your entitlement to your council tax bill and send you a revised bill. You will then need to pay according to the new bill.
If you were receiving Council Tax Support and your entitlement has changed you will receive a revised council tax bill.
You will be able to view your new entitlement and council tax bill on MyHarrow Account. To access the information on your council tax account, you will need to link your council tax account to your MyHarrow Account. If you need help to link your account follow the steps on the MyHarrow Account help page.
If you would like to check the progress of your application please sign in to your MyHarrow Account. You will be able to view the stage of your claim, plus any letter we may have sent you. If you sign up for email notifications you will receive an email to inform you when we have made a decision on your claim. Please do not contact us to check the progress of your application until after the four week period has passed. This will enable us to process your application more quickly.
When you report a change in circumstance the amount of Housing Benefit and/or Council Tax Support you are entitled to may increase or reduce.
If your entitlement has changed and you need help to understand the reason see the changes to my benefit entitlement page.
If you need help to understand how your benefit was calculated you can use our guide to help you to understand your benefit entitlement and letters.
If you disagree with your Housing Benefit and/or Council Tax Support entitlement you can submit a dispute.
It is important that you tell us about a change in your circumstance at the time the change has taken place or as soon as possible. This will help you to receive the correct amount of benefit and to avoid receiving an overpayment.
If you are overpaid Housing Benefit and/ or Council Tax Support you will have to pay the amount you have been overpaid back. There are no time limits on how far back we can go to reclaim the overpayment.
Some changes in circumstance may mean the amount of Housing Benefit and/or Council Tax Support you are entitled to will be reduced. If you don’t tell us about the change there is a chance you will be paid too much Housing Benefit and/or Council Tax Support. If this happens you’ll have to pay back the difference – see our overpayments page. There are no time limits on how far back the benefits service can go to reclaim overpayments.
Reviewing your housing benefit application
We take steps to identify changes that haven’t been reported to us. If we are informed of changes that will reduce your entitlement to Housing Benefit and/or Council Tax Support, you will have to pay back the overpayment.