Managing Housing Benefit Claims in Supported Housing | Part E: Tools and Appendices
This appendix provides a model Housing Benefit decision notice for supported housing claims, with a schedule of reasons, model wording for the most common decisions, a worked example and a checklist. It puts Chapter 19 into practice. It has six parts:
- Part A: model decision notice to the tenant
- Part B: schedule of reasons, scheme-level and tenant-level
- Part C: model wording for common decisions
- Part D: worked example, for the shared house used in Appendices 6 to 9
- Part E: covering note to the provider
- Part F: checklist for councils before issuing a decision
The law in brief.
- Notification. The council must notify every “person affected” in writing, and every notice must include the matters in Schedule 9 (Housing Benefit Regulations 2006, regulation 90(1); Chapter 19).
- Rights of challenge. Every notice must explain the right to ask for a written statement of reasons, the right to apply for a revision and, where appropriate, the right to appeal, with “the manner and time in which to do so” (Schedule 9, paras 2 and 3).
- Award details. An award notice must include the weekly eligible rent, any fuel deduction with an explanation, any non-dependant deductions, the weekly amount, the day and period of payment, the first day of entitlement, and the duty to report changes (Schedule 9, para 9). Where the claimant is not on income support, income-based jobseeker’s allowance or income-related employment and support allowance, it must also show the applicable amount, weekly earnings and other weekly income (Schedule 9, para 10).
- Direct payment. Where benefit is paid direct to the landlord, the notice must give the amount and start date, and the landlord’s duty to report changes (Schedule 9, para 11).
- No award. Where no award is made for a reason other than income, the notice must give “the reason why” (Schedule 9, para 14(b)).
- Other matters. The council may include anything else it sees fit (Schedule 9, para 6). This is where the reasons, evidence and findings below belong.
- Each claim is decided on its own. There is no decision on a scheme in law, only decisions on tenants’ claims, which may share scheme-level findings (CH/1289/2007, para 27).
- Reasons. Reasons must be “intelligible” and “adequate”, deal with the “principal important controversial issues” and can be “briefly stated” (South Buckinghamshire DC v Porter (No 2) [2004] UKHL 33, para 36).
Time limits to include in every notice.
| Step | Time limit | Reference |
|---|---|---|
| Ask for a written statement of reasons | Within one month of the date of notification | Regulation 90(2); Decisions and Appeals Regulations 2001, regulation 10 |
| Ask for the decision to be looked at again (revision) | Within one month of the date of notification, with the time spent waiting for a statement of reasons not counted; later in special circumstances, up to 13 months | Decisions and Appeals Regulations 2001, regulations 4(1)(a), 4(4) and 5 |
| Appeal to the First-tier Tribunal | Sent to the council, normally within one month of the date the notice was sent, with later deadlines where reasons were asked for or a revision was refused; never more than 12 months after the time limit | Tribunal Procedure (First-tier Tribunal) (Social Entitlement Chamber) Rules 2008, rule 23 |
SHP’s position. A good decision notice puts the decision and the award first, in plain language, then explains the law, the evidence, the findings and the reasons, and says what would change the decision. That is the best protection for the tenant, the provider and the council, and the best way to avoid appeals (Chapter 19, 19.1).
Using the models. Text in [square brackets] is to be completed or deleted. Councils will need to fit the model into their own benefit system’s letter templates. Where the system cannot produce the reasons, the schedule of reasons in Part B can be attached as a separate document.
Part A: Model decision notice to the tenant
[Council letterhead]
To: [Tenant name], [address]
Copy to: [Provider name], with [tenant name]’s written authority dated [date] [and appointee, attorney or deputy, if any]
Our reference: [claim reference]
Date of this notice: [date]
Your Housing Benefit decision
Dear [tenant name],
1. Our decision
[We have awarded you Housing Benefit of £[amount] a week from [date].] [We have decided that you are not entitled to Housing Benefit from [date].] [We have changed your Housing Benefit from [date] because [reason].]
[Your home at [scheme name] is supported exempt accommodation. This means your Housing Benefit is based on your actual rent and eligible service charges, not the Local Housing Allowance.]
2. How we worked out your Housing Benefit
| Item | £ a week |
|---|---|
| Your total weekly charge from [provider name] | [amount] |
| Less: charges that Housing Benefit cannot pay for (see B3 in the schedule) | [amount] |
| Your weekly eligible rent | [amount] |
| Less: deductions for non-dependants living with you, if any | [amount] |
| Less: reduction for income, if any | [amount] |
| Your weekly Housing Benefit | [amount] |
- First day of entitlement: [date]
- Paid to: [you / [provider name], direct, because [reason]]
- Paid: [every four weeks in arrears, on [day]]
- [Your income: [your applicable amount, weekly earnings and other income, with how they were worked out, where Schedule 9, para 10 applies]]
3. Why we made this decision
[One or two short paragraphs in plain English giving the main reasons.] The full reasons, the law we applied and the evidence we considered are in the schedule attached to this letter.
4. What could change this decision
[Where relevant: The decision turns on [the point]. If you or [provider name] can give us [the evidence that would be relevant], we will look at the decision again.]
5. If you disagree
You, or someone acting for you with your permission, such as [provider name], can:
- ask us for a written statement of reasons, if the reasons in the schedule are not clear. Please ask within one month of the date of this notice
- ask us to look at the decision again. Please write to us within one month of the date of this notice, saying why you disagree. If you ask for a statement of reasons first, the time you wait for it does not count towards the month. We can sometimes accept a late request, up to 13 months, if there were special circumstances
- appeal to an independent tribunal. Send your appeal to us, in writing and signed, within one month of the date this notice was sent. It must give your name and address, the decision you are appealing and why you disagree. We will look at the decision again before sending your appeal to the tribunal
[Link or enclosure: how to ask for a revision or appeal.]
6. Changes you must tell us about
You must tell us straight away about any change that might affect your Housing Benefit, for example if you move out, your income changes, someone moves in with you, or your rent or support changes. [Link or enclosure: list of changes to report.]
7. Contact
[Name], [role], [direct telephone], [email]. Please quote [reference]. If you need this letter in another format, such as easy read or large print, please tell us.
Yours sincerely,
[Name and role]
Part B: Schedule of reasons
The schedule has two parts. B1 records the scheme-level findings, which can be the same for every tenant in the scheme. B2 records the findings about this tenant. Detailed information about one tenant’s health or needs must not appear in B1, because B1 may be shared across the scheme (Chapter 19, 19.3).
B1. Scheme-level findings
| Issue | Law applied | Evidence considered | Findings and reasons |
|---|---|---|---|
| Is the landlord a relevant body? | [The exempt accommodation definition, as preserved for supported housing; Chapter 5] | [Constitution, registration, accounts] | [Finding and reason] |
| Does the landlord, or someone on its behalf, provide care, support or supervision? | [Chapters 6 and 7] | [Service description, staffing model, records] | [Finding and reason] |
| Are the service charges eligible? | [Schedule 1; Chapter 9] | [Rent and service charge build-up] | [Finding: see Part C table] |
| Is the rent reasonable? | [Regulation 13, as preserved; Chapter 10] | [Build-up, comparators] | [Finding and reason] |
B2. Tenant-level findings
| Issue | Law applied | Evidence considered | Findings and reasons |
|---|---|---|---|
| Does the tenant receive care, support or supervision from the landlord, or on its behalf, that is more than minimal? | [Chapter 8] | [Referral, needs assessment, support plan, activity record] | [What support was accepted as provided, and why it does or does not make a real difference to the tenant’s ability to live in the accommodation] |
| Any other tenant-specific issue | [Law] | [Evidence] | [Finding] |
B3. Service charges allowed and not allowed
| Charge | Claimed (£ a week) | Allowed (£ a week) | Reason |
|---|---|---|---|
| [Charge] | [amount] | [amount] | [Reason, with the paragraph of Schedule 1 or the case relied on] |
| Total | [amount] | [amount] |
B4. Other information
- [Any points raised by the tenant or provider, and how the council dealt with them]
- [Any DWP guidance paragraphs relied on]
Part C: Model wording for common decisions
The wording below can be adapted for the “Findings and reasons” column of the schedule. It is written to deal with the main issues, show how the law was applied to the evidence, and avoid rules of thumb (Chapter 19, 19.1).
C1. Exempt accommodation accepted
“We have decided that your home is exempt accommodation. [Provider name] is a [housing association / registered charity / voluntary organisation]. It provides your accommodation, and it provides support [directly / through [name], on its behalf]. The support you receive includes [for example: help to keep your tenancy, help with your rent and Housing Benefit, house checks and help to resolve disputes, and out-of-hours cover]. This is shown by your support plan dated [date] and the activity record for [period]. We are satisfied that this support is more than minimal, because [for example: it is regular, it follows your assessed needs, and it makes a real difference to your ability to live in your home].”
C2. Exempt accommodation not accepted, with the alternative award
“We have decided that your home is not exempt accommodation, because [the specific condition not met]. We considered [evidence]. We accepted that [what was accepted]. We did not accept that [what was not accepted], because [reason, engaging with the provider’s points]. This means your Housing Benefit is worked out under the general rules. Your eligible rent is £[amount] a week, which is [the Local Housing Allowance rate for [category] / the eligible rent decided by the rent officer]. [What evidence would be relevant if you ask us to look at this again.]”
Councils should not refuse exempt status on the basis of a minimum number of hours of support, the absence of commissioning, or a comparison between the cost of support and the Housing Benefit at stake (Chapter 4, 4.2; Chapter 16).
C3. Service charge partly not allowed
“We have allowed £[amount] a week of the £[amount] service charge. The table in B3 shows each charge. We have not allowed [charge], because [it is for [personal care/fuel for your own room/day-to-day living expenses], which Housing Benefit cannot pay for under Schedule 1, paragraph [x]]. We have allowed [charge], because it is [for example: intensive housing management or housing-related support connected with providing adequate accommodation].”
C4. Rent restricted as unreasonable
“We have decided that your rent is higher than it is reasonable for Housing Benefit to meet. We compared it with [the suitable alternative accommodation considered], which [explain why it is suitable for your needs, including the support you receive]. We have restricted your eligible rent to £[amount] a week, because [reason for this amount]. In reaching this decision, we took into account [your circumstances, the provider’s evidence on costs and any other relevant points].”
The reasons must explain the amount of any reduction, not only that a reduction has been made (CH/4970/2002; Aylesbury Vale DC v ER [2011] UKUT 160 (AAC), para 58; Chapter 10).
C5. Rent increase accepted
“We have accepted the increase in your rent from [date]. The eligible rent has increased by £[amount] a week ([x]%). [Provider name] has shown that the increase is due to [reasons], and we are satisfied that it is reasonable.”
Part D: Worked example
This example is fictional. It is a decision on a new claim by a tenant at the five-bedroom shared house in Appendices 6 to 8. The figures come from the Appendix 8 worked example. The tenant receives income-related employment and support allowance and has no non-dependants, so their Housing Benefit equals their eligible rent.
1. Our decision. We have awarded you Housing Benefit of £257.54 a week from [date]. Your home at [scheme name] is supported exempt accommodation.
2. How we worked out your Housing Benefit.
| Item | £ a week |
|---|---|
| Your total weekly charge from [provider name] | 290.80 |
| Less: fuel for your own room and water charges for your own room | 33.26 |
| Your weekly eligible rent | 257.54 |
| Less: deductions for non-dependants | 0.00 |
| Less: reduction for income | 0.00 |
| Your weekly Housing Benefit | 257.54 |
- First day of entitlement: [date]
- Paid to: [provider name], direct, [with your agreement / because [reason]]
- Paid: every four weeks in arrears, on [day]
3. Why we made this decision. [Provider name] is a registered charity that provides your home and your support. Your support plan and activity record show regular help to keep your tenancy, help with your rent and Housing Benefit, house checks and out-of-hours cover. We are satisfied that this support is more than minimal. We accepted the service charges for housing-related support, intensive housing management, supervision, communal cleaning and communal utilities. You pay the charge for fuel and water for your own room yourself, because Housing Benefit cannot meet it.
B3. Service charges allowed and not allowed (extract).
| Charge | Claimed (£ a week) | Allowed (£ a week) | Reason |
|---|---|---|---|
| Intensive housing management | 11.92 | 11.92 | Connected with providing adequate accommodation (Schedule 1, para 1(g); Chapter 7) |
| Housing-related support | 20.51 | 20.51 | Tenancy sustainment, help with rent and Housing Benefit and move-on planning (Chapter 6) |
| Supervision: house checks and on-call | 18.08 | 18.08 | Supervision connected with the accommodation (Chapter 6) |
| Communal cleaning and utilities | 14.00 | 14.00 | Communal areas (Schedule 1, paras 1(a)(iv) and 5; Oxford City Council v Basey; Liverpool City Council v NM and WD) |
| Furniture, fire safety, overheads and voids (rounded) | 21.64 | 21.64 | See the scheme build-up (Appendix 8, lines 2.7 to 2.10) |
| Fuel and water for own room | 33.26 | 0.00 | Fuel: Schedule 1, Part 2, paras 5 and 6(1)(b). Water: alternative regulation 12(3)(a) and (6)(b) |
The core rent of £171.39 is not a service charge, so it does not appear in the table; it was accepted as reasonable (Chapter 10). The personal support delivered by the provider’s support worker is not charged to the tenant, so it does not appear either (Appendix 8, line 3.1).
Part E: Covering note to the provider
Send this note with the copy of the decision, where the tenant has given written authority (Chapter 19, 19.3).
“Please find enclosed a copy of our decision on [tenant name]’s claim, sent with their written authority dated [date]. The scheme-level findings in Part B1 of the schedule apply to [all claims at the scheme / the claims listed]. [The following points are still open: [points].] If you are helping [tenant name] to ask for reasons, a revision or an appeal, please do so in their name and within the time limits in section 5 of the letter.”
Where the decision is made direct to the landlord under regulation 95 or 96, the landlord must also be sent the amount to be paid direct, the start date and its duty to report changes (Schedule 9, para 11).
Part F: Checklist for councils before issuing a decision
| Check | Done |
|---|---|
| The notice is addressed to the tenant, and to any appointee, attorney or deputy | ☐ |
| The decision and the award are stated first, in plain language | ☐ |
| The award details required by Schedule 9, paras 9 and 10 are included | ☐ |
| Any fuel deduction is shown with an explanation (Schedule 9, para 9(b)) | ☐ |
| Where no award is made for a reason other than income, the reason is given (Schedule 9, para 14(b)) | ☐ |
| The schedule of reasons sets out the law, the evidence, the findings and the reasons for each issue | ☐ |
| The reasons engage with the tenant’s and provider’s main points | ☐ |
| No rule of thumb has been applied, such as a minimum number of hours of support | ☐ |
| Where exempt status is refused, the alternative award is stated | ☐ |
| Where the rent is restricted, the reasons explain the amount | ☐ |
| The rights to reasons, revision and appeal are explained, with time limits | ☐ |
| B1 contains no personal information about any individual tenant | ☐ |
| A copy is sent to the provider only where the tenant has given written authority | ☐ |
| Where benefit is paid direct, the landlord has been sent the Schedule 9, para 11 notice | ☐ |
| Reasonable adjustments, such as easy read, have been offered where needed | ☐ |
| A decision record has been kept (Chapter 19, Evidence) | ☐ |
Previous: Appendix 9: Model Regulation 86 Information Request
Next: Appendix 11: Contrivance Risk Indicators Checklist
This template is licensed under CC BY 4.0: you can adapt it, with credit to SHP. See Rights and licence. Supported Housing People Ltd, Version 1.0, October 2026.