Northampton Borough Council
Northampton Borough Council

Make a new claim

System availability

Our system is not available between 6:30pm and 8pm each evening, due to required maintenance; please do not attempt to make your claim between these times or you risk your data being lost.

Please do not use the online new claim form to submit changes to a new or existing claim; if you need to report a change in your details or circumstances, please go to the 'change of circumstances' page instead, where you can complete the correct online form.

How do I make a new online new claim?

Click on the 'make a new online claim' button on the right-hand side of the screen which will open the new claim page; from there, click the "make a new claim" button and follow the onscreen instructions.

Please make sure you enter an email address where asked so that an electronic receipt and copy of your claim will be mailed to you upon completion of your form; this will confirm that your claim has been submitted correctly and enable us to investigate if you have a query about it.

If you started a claim online before 17 July 2017 and did not finish and submit it

We keep incomplete claims that were submitted before 17 July 2017 and can hold these for a maximum of one month (i.e. until 17 August 2017).

If you started a claim before 17 July 2017 and did not complete and submit it, please click the "retrieve a saved calculation" button on the old online claim page; please enter the reference number you were given at the time you saved it and continue to complete the form and submit it.

Any claim information stored on the old system at 17 August 2017 will be deleted to comply with data protection and all new claims will be done through the new eBenefits Service.

Please do not submit any new claims through the old system as this is subject to being deactivated from 17 August 2017.

How do I save and retrieve an incomplete claim?

If you wish to exit the application without submitting your claim, you will be prompted to save the form.  When you do so, you will be asked to choose 3 security questions which you will need to enter the answers to; you will also have been given a tracking reference on-screen. If you entered an email address, you will also have been sent this tracking reference via email.

When you want to access your partially completed claim again, click on the 'make a new online claim' button on the right-hand side of the screen which will open the 'new claim' page; from there, click the 'retrieve a claim I have started' button and follow the on-screen instructions.

You will then need to enter the key you were given, as well as some details (such as your date of birth and National Insurance Number, etc) to gain access to your partly-completed claim.

Partly-completed claims are stored for a period of 14 days only (from the initial date they are started and saved); if you wait longer than this between starting and finishing your claim, it will be cleared from our system and you will need to start again from scratch.

Your tracking reference is case sensitive.

Once I have submitted my claim, what do I need to do next?

Once your claim has been submitted, you will need to provide us with documentary evidence to support what you have said your income, capital, rent, etc is.

For a list of acceptable evidence and how to submit it, you can see the 'list of acceptable evidence' page for further details.

We need to receive all your supporting evidence within 1 calendar month of the date you submitted your claim; failure to supply this within that time will mean we have to treat your claim as defective, and no award will be made.

Frequently asked questions

If you come across any issues or questions when completing your online claim, please visit our frequently asked questions page for advice.