Service
Standards
We aim to clear all cases at the earliest opportunity.
Our service standards set out the details of how quickly you should receive the
Inspector's decision on your application.
If you apply for an urgent
need, such as living expenses or other needs where a very urgent decision is
required, we will treat your application as an express case. We aim to make a
decision on 90% of express cases within 24 hours of receipt of the papers.
For any other needs, we aim to make a
decision on 90% of cases within 21 working days of receipt of the papers.
Telephone cover is provided
during IRS opening hours of 9 am to 4 30 pm. Outside these hours we operate an
answer phone system. Click here to be taken to the
Contact Us section of
the website for details of our freephone numbers.
If you are unhappy with your decision or the level of
service we have provided you can contact our
customer service
team.
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