Waiting for a housing benefit decision
This content applies to England only.
Housing laws vary between England and Scotland. Get advice relating to Scotland
Once you have sent in your claim for housing benefit, you will have to wait for your claim to be processed. Find out what to expect while you are waiting and what to do if you haven't heard anything.
What happens once my form is in?
If you have provided enough information, your claim will be assessed and you will receive a letter telling you if you are entitled to housing benefit and/or council tax benefit. If there is not enough information, the council may write to you or phone you asking you to provide more details or documents.
The council has asked me for more information
If the council asks you for more details, make sure you provide the information that they ask for within one month or the council may decide that you are not entitled to any benefit.
If you are having difficulty providing the information, contact the council and explain the problem. They may be able to ask for information from the benefits agency, your employer or other relevant organisation, or some other information may be accepted as an alternative. If they do not help you, contact an adviser at a Shelter advice centre, Citizens Advice bureau or another local advice agency – use our directory to find one.
How long will I have to wait for a decision?
Once they have all the information from you, councils should try to make a decision within 14 days. In practice, it often takes longer for your claim to be processed. However, you may be able to get a payment on account.
Seek advice if the council is taking too long to make a decision – particularly if you are in rent arrears as a result. Contact an adviser at a Shelter advice centre, Citizens Advice Bureau or another local advice agency – use our directory to find one.
Can I get a payment on account?
If the council has not made a decision about your entitlement within 14 days of receiving your form, you may be entitled to a stopgap payment until your claim is processed. This is called a payment on account.
You are entitled to a payment on account if you are a private or housing association tenant, but not if you are a council tenant. However, the council doesn’t have to make a payment on account if you have failed (without a good reason) to supply all the information and evidence it has asked for. If you are eligible, you should get this payment automatically but often this does not happen. In which case, ask your council to make a payment on account. Do this as soon as possible after the 14 days to avoid building up rent arrears.
The amount you are paid in a payment on account may be less than the housing benefit you are entitled to. Once your claim is assessed, any difference between your housing benefit entitlement and the amount of housing benefit paid on account will either be refunded or reclaimed from you.
If the council refuses a payment on account
If your council refuses a payment on account without good reason, you could make a complaint using the council's formal complaints process – there may be information about this on your council’s website. If you’re not satisfied by the council’s response, you may be able to take your complaint to the Local Government Ombudsman.
The council received my form a while ago, but I haven’t heard anything
It’s always a good idea to monitor what’s happening with your claim. Phone or visit the housing/council tax benefit department and check that they have got your form and all the information that they need to process your claim. Always ask for the name of the person that you are speaking to. You should take a note of their name, the date that you spoke to them and what they said.
The council has lost my form
Forms do sometimes get lost in the post and in council offices. If this happens, you will have to fill in another form and try to provide the information required again. If you have receipts for the form or the information you handed in already, or photocopies, include these with the new form. Your benefit should be paid from the Monday after the council receives your first form.
If you don’t have proof you sent the form in, tell the council that you have handed a form in already. If you cannot prove that you handed your first form in, you may not get benefit until after you handed the second form in. If they do not believe you, contact an adviser. Talk to an adviser at a Shelter advice centre or Citizens Advice bureau if you’re in this situation, as they will be able to help you deal with the council. Use our directory to find an adviser.
Can I stop paying my rent?
Don’t stop paying your rent unless you are sure you will receive full housing benefit. If you develop rent arrears your landlord could take legal action and you could lose your tenancy.
If you are having difficulty paying your rent and you are not sure if you will be entitled to full housing benefit, try to keep making payments at a level you can afford but be sure to keep your landlord informed. You may be able to get a payment on account (see above).
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Our housing crisis is affecting millions of people across the country. The most effective way for Shelter to show just how bad things have got and how much needs to be done is by highlighting the real-life experiences of people around the country.
If you have had a bad housing experience you can help Shelter by sharing your story with us 
