OUR QUERY SERVICE
service is available to any member of a subscribing organisation and any member
of an organisation undertaking a trial, during their trial period.
If you have
a complicated case, or you cannot find the information you need on our website,
you can email a query to info@housingsystems and we will get back to you as
soon as we can. Note that we do not answer queries by telephone.
We aim to
respond within 24 hours in a working week.
If you do
not receive a reply within 48 hours in a working week please get back to us –
as something must have gone wrong, eg the email hasn’t reached us.
provide as much information as possible such as what benefits the customer is
currently claiming and where relevant, their household and health circumstances.
We may need to ask further questions.
we can only answer questions about welfare benefits so we will not be able to
comment on issues related directly to tenancy law or immigration status.
not give out our email address or forward our replies to customers: if they
send a question to us, we will not be able to answer them. Our query service is only for you: our users.
not include information that could identify a claimant, for example name and
address, date of birth, NI number.
you may have the claimant’s agreement to share their information, we do not
have their agreement to keep it, therefore this constitutes a GDPR breach
meaning we have to delete the email and ask you to send it again, redacted. We
also have to notify our main contact at your organisation.
Note this applies to attachments as well as to the email message itself.
We aim to
answer your queries as fully as possible; sometimes this will be directing you
to information on the website, sometimes we may need to do further research.
If it will
involve a considerable amount of work on our part such that it constitutes
consultancy (for example assisting in preparing an appeal submission) then we
will need to discuss this with your organisation to arrange an appropriate fee.
advice in our queries and on the website pages to the best of our ability,
making reasonable endeavours to ensure the accuracy of the information
For more detail please see our Terms and Conditions.
If you notice
an error on the website please let us know and we will correct it immediately.