Benefits Frequently Asked Questions

Your Claim Reference is printed on the front of your award notification and always starts with a 3 or a 1.

All applications should be submitted online. Links to all application forms can be found here .

If you are unable to complete this online, then you can make an appointment for a visiting officer to call and complete the form with you over the phone. To do this please contact the office on 01264 368000.

Yes, but there are limits depending on your age and the type of benefit:

• If you have reached the qualifying age for State Pension Credit, your claim will automatically be backdated three months.
• If you are of working age, we can consider backdating:
  • Housing Benefit for up to one month
  • Council Tax Support for up to six months

To request backdating, you will need to provide a good reason for the delay and any supporting evidence. Please contact us if you need help with this.

We aim to process claims within 14 days, but payments will only be made once all required information has been received and verified.

If you have any problems providing any information requested, please contact us as soon as possible.

Our phone lines are open at the following times:
Monday: 08:30 – 14:00
Tuesday to Friday: 11:00 – 14:00
If you call outside these hours, please leave a voicemail. We aim to return your call within 24 hours.

Payment dates vary depending on your individual circumstances. Please call our Benefits team on 01264 368000 for details.

You can pay online via our Make a Payment page:

Make a Payment | Test Valley Borough Council

Alternatively, you can set up a standing order or bank transfer using the details below:
- Account Name: Test Valley Borough Council
- Sort Code: 30-80-12
- Account Number: 10524860
- Reference: Your Claim or Invoice Number        

You can use our Changes in Circumstances page to update your details. Please note that we aim to complete change in circumstances within 30 days.

Changes in Circumstances | Test Valley Borough Council

To apply for a DHP please use the link below. We aim to make a decision on applications within 30 days.

Visit our Discretionary Housing Payment page for full details:

Discretionary Housing Payment | Test Valley Borough Council

To apply for a payment from the EHF, please use the link below. We aim to make a decision on applications within 30 days.

Exceptional Hardship Discretionary Fund | Test Valley Borough Council

Please note, only Council Tax liability from 1^st April 2025 can be considered under the EHF.

No, SPD is a Council Tax discount. The Benefits team does not handle this. Please contact the Council Tax team for assistance.

You can get more information on Single Person Discount here:

Single Person Discount | Test Valley Borough Council