housing benefit

Housing Benefit for Customer Services

Delivered Live online Over 3 Days

Course dates

22nd-24th July 2024
17th-19th September


3-day course


Delivered live online by a trainer


£525 plus VAT per delegate
£2985 for a course for your organisation

Housing Benefit for Customer Services

Course Overview

Learn the fundamentals of the Housing Benefit assessment process.

This Live Online course covers the main areas of Housing Benefit legislation and administrative best practice, including local housing allowance, rent allowance and overpayments. It also provides a basic overview of Council Tax law and the Council Tax Support (Default) Scheme. Teaching is held in a virtual learning environment that is used to host a range of electronic supporting materials.

The 3 day course provides an overview of Housing Benefit.

What you'll learn: 

  • Understand the basic assessment process
  • Offer advice and signpost customers
  • Understand the administration of HB applications

Who's it for?

There are no formal requirements for this course. It is suitable for those who are either new to benefits or require a basic level of knowledge that will enable them to advise customers and verify claims and evidence.

This course is available as a 3 day overview - ideal for customer service staff or anyone who provides advice to the public.

Please note: We also deliver a 5 day in depth course aimed at benefit assessment staff.

How it's delivered: 

This course is delivered ‘live on-line’ with a trainer and can be accessed via a PC, Mac or Tablet. With live online, you can interact, ask questions and practice new skills – all without leaving your desk! Perfect for dispersed teams working from home.  


Overview of welfare benefits

  • Means /non means tested benefits?
  • Universal Credit and New Style benefits

Overview of Housing Benefit

  • What does HB pay for?
  • Making a claim for benefit
  • Date of claim and backdating

Calculating HB

  • Rent
  • Income and capital
  • Household composition & applicable amounts
  • Non-dependant deductions
  • The calculation

Changes in circumstance

  • Changes to income
  • Change of address
  • Changes to non-dependants
  • Death of the claimant

Overpayments of benefit

  • How they occur
  • Classification of overpayments
  • Overpayment recovery

Evidence and supporting information

  • Identity and National Insurance Number
  • Risk Based Review if applicable
  • How evidence is requested

Data Protection

  • Principles of data protection - including GDPR
  • Disclosure of data