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Luton Borough Council

Frequently asked questions

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Your claim should be assessed within 4 weeks of receipt however, there may be some delays where we await further information from the Department of Works and Pensions (DWP), Her Majesty’s Revenues & Customs (HMRC) or other authorised 3rd party.

If we have asked you to provide proofs to support your claim, please ensure that these are submitted as soon as possible by uploading your documents here so that your claim is not delayed further.

You can view details of payment dates, amounts, changes and adjustments to your claim online by registering to MyAccount

In most cases, you will be paid via BACS using the bank details that you have provided, every fortnightly.

There may be some occasions where your Landlord will be paid direct for various reasons e.g. to secure your tenancy or if you are in more than 8 weeks of arrears etc. if this is the case, we will inform you.

Housing Benefit is a means tested benefit administered by the council. For further details on how this award is made up.

If you would like specific details of how your Housing Benefit was calculated, you also have the option of applying for a Statement of Reason.

For further details on how to request a Statement of Reasons.

Your claim will be suspended if we receive notification from you, the Department of Works and Pensions (DWP), Her Majesty’s Revenues & Customs (HMRC) or other authorised 3rd party which confirms that you have had a change in your circumstances which may potentially affect the amount of Housing Benefit that you are being paid.

This is to stop any overpayments of Housing Benefit being made.

For information on changes that may affect your claim and cause and overpayment of Housing Benefit

If we have asked you to provide proofs to support your claim, please ensure that these are submitted as soon as possible by uploading your documents here so that your claim is not delayed further.

Your claim will be adjusted based on relevant changes in your circumstances which will be notified to us either by you or by the Department of Works and Pensions (DWP), Her Majesty’s Revenues & Customs (HMRC) or other authorised 3rd party.

For information on changes that may affect your claim

We will send you a new awards notice which will provide you with details of why your award has changed and will provide you with calculations used.

If you would like specific details of how your Housing Benefit was calculated, you also have the option of applying for a Statement of Reason.

For further details on how to request a Statement of Reasons.

Please see section “Why has my award changed?”

We will send you a new awards notice which will provide you with details of why your award has changed and will provide you with calculations used.

It will also show you the amount of Housing Benefit that has been overpaid due to this change in your circumstances and provide you with a breakdown of how this was calculated.

For further guidance on Overpayments of Housing Benefit and next steps

Once we process your claim, we’ll send you an award notification. You must check this to ensure that all details are correct.

If you don’t understand the decisions or if you disagree with it, the person affected by the decision has several options available to them.

For further details on what options are available.

© 2020 Luton Council, Town Hall, Luton LU1 2BQ