You will need to complete a claim form, this can be obtained from the Runnymede Civic Centre in Addlestone, by phoning 01932 425388 or by e-mail at benefits@runnymede.gov.uk. An on-line claim form will be available in the near future.

When you receive the claim form:

Please read the notes on the form thoroughly before completing it. You will need to complete and return the form to us as quickly as possible as your claim will generally start from the Monday following the date of receipt.

Completing the claim form:

Please complete the claim form clearly following the prompts at the end of some questions. If you have any difficulty with any of the questions please call us on 01932 425388. You can also come into the Runnymede Civic Centre if you have a general or quick query Monday to Thursday 8.30 – 5pm, Friday until 4.30. If you have a more complex question, please phone to book an appointment with a Benefits Adviser on 01932 425399. If you want to see us but cannot come into the Runnymede Civic Centre because you are elderly, sick or disabled and you do not have any one who can help you, we can arrange for a visiting officer to call at your home. Please call us on 01932 425427 to arrange a visit. You can also get free, independent advice and help from the Citizens Advice Bureau or phone the branch on 01932 842666.

Before you return the form, please make sure that you have completed all the questions that relate to you, your partner and all the people in your household, and enclosed all the proof that we need (see the checklist). Check the form carefully then read and sign the declaration. Send the form back to us straight away even if you do not have all the proof we asked for.

Proof you need to send:

Each section of the form tells you what proof we need for your claim. We cannot assess your benefit if you do not send us all the proof needed. If you do not have the proof at the time you completed the form, send it to us anyway. You must then send the proof within 28 days. If the proof is not received within 28 days your claim will be cancelled. If your are having problems obtaining the proof please call us on 01932 425388.

Please note the proof must be original documents – photocopies are unacceptable.

Returning your form:

Once you have completed and checked the form, signed the declaration and collected the proof that you do have, please send it all to:

The Benefits Service, Runnymede Civic Centre, Station Road, Addlestone, Surrey KT15 2AH

Alternatively you can bring everything into the office. If you do this you will receive a receipt for the form and the documents you have supplied. Please keep this safe as it is your proof that you made the claim.

What will we do when we receive the form:

We will send you a letter of receipt and your proof will be noted and your documents will be returned to you within 24 hours.

Your form will then be checked and you will normally be notified by telephone if there is a problem with the form or you are missing any proof.

Once we have all the information we will calculate your benefit. We will then write to you informing you of the outcome of the claim. We will also tell you what information we used to work out your benefit.

You must check this very carefully and notify us immediately if we have made an error or you think that any income has been missed or used incorrectly. If you do not, and the income is later found to be incorrect, this may result in an overpayment that you will have to repay.

Paying benefit:

Benefit will usually start from the Monday following the date we received the claim form, or the Monday following the receipt of the last piece of proof it has been received more than 28 days from the date the form was sent in to the Runnymede Civic Centre.

If you are awarded Council Tax Benefit, it will be credited to your Council Tax account and you will receive a revised bill detailing your new payments.

If you are a Council Tenant the housing benefit will be credited onto your rent account every week.

If you rent from a private landlord you will usually be paid two weeks in arrears by cheque. If the payment is going direct to your landlord then it will be paid four weekly in arrears.