Northampton Borough Council
Northampton Borough Council

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Make a new claim

Monday 20 November - online new claim form issue (update)

The issue preventing users from submitting applications should now be resolved.

Please accept our apologies for the inconvenience this may have caused.

Advance notification of system maintenance

The system will also be down for maintenance during the following period -

  • between 6pm on Monday 20 November and 7:30am on Tuesday 21 November

Please do not attempt to submit a claim or change of circumstances, or update a saved, incomplete claim during any of these times as your data will be lost.

We apologise for any inconvenience these outages may cause.

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 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.

Make sure you enter an email address where asked so that an electronic receipt and copy of your claim can 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

Due to the expiry of the calendar month since use of the previous electronic system, any claims made before 17 July 2017 which were not submitted have now been deleted from the system, and the old electronic system is now no longer accessible; all new claims must be made through the online benefits service.

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.