The introduction of the new Local Housing Allowance (LHA) in April 2008 is part of the Government’s wider Welfare Reform agenda and will have a significant impact on The Rent Service (TRS) and its workload. We expect our workload to reduce by 40% this year and by 2011 it will be 75% lower than the level in 2007-08.
As such the new system no longer requires a separate stand alone body to support it and Ministers have announced that TRS residual functions will transfer to the Valuation Office Agency (VOA) in April 2009.
“We will implement the new LHA and transfer TRS functions to VOA, whilst continuing to deliver high levels of customer service”
We are committed to delivering a high level of service to all our customers. We aim to be open, helpful and professional, to answer for our actions and to provide information quickly and accurately.
Helping us to put things right
We are always keen to hear the views of our customers, particularly the general public, about our performance - what we do right, and what we do wrong. We recognise that things can go wrong and, as a result, we do not provide the standards of service that we have set ourselves. We are especially keen to know when this happens as it gives us an opportunity to put things right and to learn from our mistakes. View our Contact Details.
What you can expect from us
As a public service we are committed to providing a quality service to our customers.
- What we mean by customer
- Access to our service
- Our standard of services
- Open Government Code of Practice
- Our commitment to equality and diversity
- How to find and contact us
- Our complaints procedure
- How to complain
1.1 We have front line customers who are directly affected by our service delivery and we have indirect or stakeholder customers.
1.2 Our front line customers include:
- Local Authority Housing Benefit staff
- Landlords (including housing associations, registered social landlords, individuals and managing agents)
- Tenants with regulated (fair rent) tenancies
- Housing Benefit recipients currently living in the private rented sector
- Local Housing Allowance exempt customers, these include:
- Board and attendance
- Caravan or mobile home (including site rent)
- Houseboat (including mooring charge)
- Hostel, or
- Registered social landlord
1.3 Our indirect/stakeholder customers include:
- Department for Work and Pensions (DWP)
- Department for Communities and Local Government (DCLG)
- The taxpayers to whom we are accountable.
- Additionally, those who are affected by what we do, such as landlord’s associations, tenant groups, minority representatives, etc