Official Statistics

Statistical release: October to December 2024 (quarter 3, financial year 2024 to 2025)

Updated 30 April 2025

Applies to England, Scotland and Wales

Housing Benefit (HB) is an income related benefit that is intended to help meet housing costs for rented accommodation.

This summary contains statistics on the average time taken (speed of processing) to process new HB claims and change of circumstances to existing HB claims for Great Britain. The average used is the mean and is measured in calendar days, rounded to the nearest day.

The latest statistics in this release cover figures from October 2024 to December 2024, which is quarter 3 (Q3) for the financial year ending (FYE) 2025.

The narrative in this bulletin focuses on quarterly time periods. Further data can be found in the accompanying data tables which contains monthly, quarterly and timeseries data (in quarters) from Q1 FYE 2012.

Reference to rolling average figures are used in this bulletin, this can be thought of as a 12-month moving average and it helps to smooth seasonality and illustrate trends over time. Rolling average figures are calculated for each FYE quarterly time point by using the figures for the relevant time point and the previous three quarters. For example, the latest rolling average time point reflected in this release for Q3 FYE 2025 is calculated using quarterly figures for the previous year from January 2023 to December 2024. For more information on this please see the background information note.

1. Main stories

The main stories for quarter 3 (Q3) FYE 2025 (October 2024 to December 2024) are:

• the average speed of processing for new HB claims in the latest quarter is 20 calendar days. This compares to 18 calendar days for the same quarter a year earlier

• the average speed of processing for a change of circumstance to an existing HB claim is 7 calendar days in the latest quarter – this compares to 8 calendar days for the same quarter a year earlier.

• the volume of new HB claims processed in the latest quarter is 100,000. This compares to the same volume for the same quarter a year earlier

• the volume of change of circumstances to an existing HB claim processed in the latest quarter is 1 million. This compares to 970,000 for existing HB claims processed for the same quarter a year earlier

2. Average speed of processing

Average quarterly speed of processing at GB level by claim type, with rolling average figures: Q1 FYE 2013 to Q3 FYE 2025

Note: Rolling average figures are included for each FYE quarterly time point to smooth seasonality and illustrate the trend over time.

The average time taken to process a new HB claim during the latest quarter was 20 calendar days.

Historically, the rolling average figure for speed of processing for new HB claims showed a very gradual decreasing trend to Q3 FYE 2019, followed by a steeper fall to Q1 FYE 2021. From Q3 FYE 2021, the rolling average speed of processing followed an increasing trend, reaching a high at Q3 FYE 2023. This coincided with changes to operational processes, including the reallocation of resource, due to the impact of the COVID-19 pandemic and subsequent economic conditions. Since then, the rolling average figure showed a slight decreasing trend to Q2 FYE 2024 but has increased slightly to the latest quarter. Comparatively, the rolling average trend has remained relatively stable in the last three years.

The average time taken to process a change of circumstance to an existing HB claim during the latest quarter was 7 calendar days.

Rolling average figures for speed of processing times for change of circumstances to existing HB claims peaked in Q1 FYE 2014, then steadily decreased to Q3 FYE 2021. Since Q4 FYE 2021 the rolling average figures showed the trend to be a very slight increasing one to Q1 FYE 2024, before a very slight decrease to Q4 FYE 2024, and has since stabilised.

It is useful to note that in Q4 of each year, the volume of change of circumstances to existing HB claims increases, due to the end of the financial year before the uprating of rent. However, the average number of days to process those claims decreases because LAs tend to allocate extra resource to process these changes. In the other quarters, the volume of change of circumstances to existing HB claims decrease and have a higher average speed of processing.

Focusing on monthly average speed of processing times allows us to view in-quarter variation. In Q3 FYE 2025, the monthly average speed of processing (In calendar days) of new HB claims was:

• 20 calendar days for October

• 20 calendar days for November and

• 20 calendar days for December

In Q3 FYE 2025, the monthly average speed of processing (In calendar days) change of circumstances to existing HB claims was:

• 8 calendar days for October

• 8 calendar days for November and

• 6 calendar days for December

3. Volumes of new HB claims and change of circumstances to existing HB claims

On average, LAs process a greater number of change of circumstances to existing HB claims than new HB claims.

Volume of HB Claims in GB, Q3 FYE 2025

Type of Claim	Number of Claims processed	Proportion of Claims Processed
New HB Claims	100,000	9%
Change of Circumstances to existing HB Claims	1 million	91%

During the latest quarter there were 1.1 million HB claims processed. 100,000 (9%) were new HB claims and 1 million (91%) were change of circumstances to existing HB claims. This compares to 97,000 (9%) new HB claims and 970,000 (91%) change of circumstances to existing HB claims in the same quarter a year earlier.

Total quarterly number of new HB claims processed and rolling average volumes: Q1 FYE 2013 to Q3 FYE 2025

Note: Rolling average figures are included to smooth seasonality and illustrate the trend over time.

During the latest quarter there were 100,000 new HB claims processed, which is a decrease of 630 (1%) since last quarter, and an increase of 6,900 (7%) when compared to a year earlier.

Rolling average figures showed a decreasing trend from Q2 FYE 2013 up until the figure hit a low point at Q4 YE 2022. This has been followed by a gradual increasing trend.

It should be noted that the number of new HB claims processed is not comparable with the DWP HB caseload statistics. The total number of claims processed in these statistics include all HB claims processed regardless of outcome, whereas HB caseload statistics are HB claims which are live and in payment. This means that the numbers and trends described in this release may be different to those described in the HB caseload statistics.

Total quarterly number of change of circumstances to existing HB claims processed and rolling average volumes: Q1 FYE 2013 to Q3 FYE 2025

Note: Rolling average figures are included to smooth seasonality and illustrate the trend over time.

During the latest quarter there were 1 million changes of circumstances to existing HB claims processed, which is a decrease of 150,000 (13%) since last quarter and an increase of 50,000 (5%) when compared to the same quarter a year earlier.

Historical rolling average figures showed an increasing trend until Q2 FYE 2016. Since then, the trend has been a gradually decreasing one to Q2 FYE 2023 but has remained relatively stable since.

It is useful to note that in Q4 of each year, the volume of change of circumstances to existing HB claims increases sharply, due to the end of the financial year before the uprating of rent.

Percentage of claims processed by type (rolling average figures): Q1 FYE 2013 to Q3 FYE 2025

Note: Figures are based on year-end data. Please see our background methodology note for more information about how we calculate rolling average figures.

Since Q1 FYE 2012, there have been a greater proportion of change of circumstances to existing HB claims processed, compared with new HB claims. Rolling average figures show a very gradual decrease in the percentage of new claims processed when compared with change of circumstances until Q3 FYE 2020. The proportions remained relatively stable until Q3 FYE 2021, where the proportion of new claims when compared to change of circumstances showed a gradual increasing trend, which has since stabilised from Q4 2024.

The changes in volume of both new HB claims and change of circumstances to existing HB claims are due to the impact of the Universal Credit (UC) roll-out, which has also affected figures reported at the LA level. The rollout of UC was completed in December 2018 and now the majority of new applications for help with housing costs are processed through UC across GB and only claims made in particular circumstances are eligible for HB.

Over time volumes of both new HB claims and change of circumstances to existing HB claims have changed, but at different rates. This is due to the change in the types of claims being processed. For example, changes to a claimant’s circumstances may lead to a claimant being moved to UC, however, there are a small number of people that are still able to apply for HB, including pensioners, who have fewer changes to declare, and working age claimants who are in supported, specified or temporary accommodation. Read about who can get Housing Benefit.

4. Average speed of processing by Local Authority

Quarterly average number of days to process new HB claims and change of circumstances to existing HB claims can be illustrated at the LA level for GB. For a more detailed breakdown see table 1 of the accompanying data tables.

Average speed of processing at local authority level for new HB claims: Q3 FYE 2025

Note: LAs will be shaded grey in the above map when data is missing or omitted.

Details for the average speed of processing for individual LAs can be seen in table 1 of the accompanying data tables.

On average a new HB claim takes longer to process than a change of circumstance to an existing HB claim. Detailed figures in the accompanying data tables show greater variability for new HB claims in comparison to change of circumstances to existing HB claims.

The quarterly average number of days to process new HB claims at the LA level ranged from 3 to 87 calendar days during Q3 FYE 2025:

• 162 (47%) of LAs took on average between 3 to 17 calendar days

• 143 (41%) of LAs took on average between 18 to 26 calendar days

• 43 (12%) of LAs took on average between 27 to 87 calendar days

Variations between the average number of days that each LA takes to process a new HB claim or a change of circumstance to an existing HB claim should be seen in context with changes relating to operational processes, including conversions of computer systems and LA mergers.

Average speed of processing at local authority level for change of circumstances to existing HB claims: Q3 FYE 2025

Note: LAs will be shaded grey in the above map when data is missing or omitted.

Details for the average speed of processing for individual LAs can be seen in table 1 of the accompanying data tables.

The quarterly average number of days to process change of circumstances to existing HB claims at the LA level ranged from 1 to 34 calendar days during Q3 FYE 2025:

• 156 (45%) of LAs had a quarterly average number of 1 to 5 calendar days

• 146 (42%) of LAs took on average between 6 to 11 calendar days

• 46 (13%) LA took an average of 12 to 34 calendar days

5. Average speed of processing and volumes of new HB claims and changes of circumstances to existing HB claims by working age and pension age

Average speed of processing for new HB claims and changes of circumstances to existing HB claims by working age and pension age: Q3 FYE 2025

The average time taken to process a new HB claim in the latest quarter is 20 days. This comprises of an average time of:

• 18 days for working age claimants
• 23 days for pension age claimants

For change of circumstances to existing claims, the average speed of processing is 7 days in the latest quarter. This comprises of an average time of:

• 6 days for working age claimants
• 7 days for pension age claimants

Volumes of new HB claims and changes of circumstances to existing HB claims by working age and pension age: Q3 FYE 2025

In the latest quarter, there were 100,000 new HB claims processed by LAs. This comprises of:

• 75,000 (72%) for working age claimants
• 29,000 (28%) for pension age claimants

In the latest quarter there were 1 million changes of circumstances to existing claims processed by LAs in the latest quarter.

• 650,000 (63%) for working age claimants
• 310,000 (31%) for pension age claimants

Note: Volumes for working age and pension age cases may not sum to the total volume for processed cases. The remaining 6% records could not be matched to the customer information system (CIS) to extract missing date of birth and claimant sex records. For information on the matching process and reasons for unmatched records, please see the background information note.

6. What you need to know

This release contains Official Statistics on speed of processing of HB claims for Q3 FYE 2025 (October 2024 to December 2024). They are compiled following the standards of trustworthiness, quality and public value set out within the Code.

Our statistical practice is regulated by the Office for Statistics Regulation (OSR). OSR sets the standards of trustworthiness, quality and value in the Code of Practice for Statistics that all producers of official statistics should adhere to.

You are welcome to contact us directly with any comments about how we meet these standards. Alternatively, you can contact OSR by emailing regulation@statistics.gov.uk or via the OSR website.

The statistics are released quarterly in April, July, October and January and are sourced from data originally collected via administrative systems, the Single Housing Benefit Extract.

The statistics show speed of processing of new HB claims and change of circumstances to existing HB claims. The volume of new HB claims and change of circumstances to existing HB claims are also included here for context. The total days to process are included in supporting detailed tables that can be viewed on the HB: Statistics on speed of processing collection page including a breakdown at LA level.

Genuine variations between months can occur at a LA level. For example, some of these are caused by time limited issues or localised changes in operational policy. Hence, figures for individual LAs should be interpreted with care.

From April 2013, UC was introduced. Read more about UC. The process of migrating claimants to UC began with single claimants and was expanded to other claimant types via the UC Full Service (UCFS). The UCFS rollout was completed in December 2018 and it is now available in every Jobcentre across the UK. Read the rollout schedule for Full Service. UCFS implementation dates for each LA are provided in the accompanying data tables for this release.

Figures included in this bulletin are rounded in line with our rounding policy as outlined below and in our background methodology note.

Range	Rounded to the nearest
0 to 1,000	10
1,001 to 10,000	100
10,001 to 100,000	1,000
100,001 to 1,000,000	10,000
1,000,001 to 10,000,000	100,000
10,000,001 to 100,000,000	1,000,000

References to FYE quarters within this bulletin refer to the following time periods.

Financial Year Ending Quarter	Time Period
FYE Q1	April to June
FYE Q2	July to September
FYE Q3	October to December
FYE Q4	January to March

Quality of Local Authority data

It is worth noting that speed of processing times are derived from LA administrative systems. Sometimes changes to LAs’ IT processes and system conversions can result in higher levels of LA speed of processing times for months while these changes are taking place. Sometimes we need to omit certain LA data due to concerns over the quality of the data however the omission of LA data does not change the story in the release but can sometimes have a slight impact on regional level figures.

These statistics include reinstated figures for new HB claims of Na h-Eileanan Siar (Western Isles) from December 2024. These figures were omitted from the April 2024 statistics in-line with our standard approach for handling missing data or data with quality concerns from an ongoing cyber-attack. As the LA continues their rebuilding process, only data on new HB claims has been provided by the LA and therefore reinstated in this release. Statistics on new claims are not available for the period from December 2023 to November 2024. There is still no data available yet on change of circumstances.

7. Where to find out more

Background methodology note

Read the background information and frequently asked questions on statistics for the average time taken to process HB claims (previously right time indicator statistics).

Other Official Accredited and Official Statistics

DWP publish HB Caseload Official Accredited Statistics. The statistics are published quarterly showing monthly caseload figures which are measured on a claimant basis.

Full statistics on HB caseload since August 2013 are available from Stat-Xplore and Excel.

Benefit Combination Official Statistics are included as part of the quarterly DWP benefits statistics collection and show the combinations of benefits that people claim at any point in time for almost all benefits administered by DWP.

DWP also publish HB Debt Recovery Official Accredited Statistics, showing fraud volumes and incorrectly overpaid benefit based on data from LAs.

Read details of other Official Accredited and Official Statistics produced by DWP.

Historical data

The historical Housing Benefit & Council Tax Benefit Claims Administration Quarterly Performance Data which is available from 2007 to 2008 are based on clerical returns made by individual LAs. Breakdowns of New HB Claims and Change of Circumstances to existing HB Claims Speed of Processing are available historically, and the New HB Claims Speed of Processing are broadly comparable over time. However, a change in definition for Change of Circumstances to existing HB Claims between 2007 to 2008 and 2009 to 2010 means that direct comparison of this element with Speed of Processing statistics is not meaningful.

DWP publication guidance

Read the DWP statistical summary policies and statements for information about policies and procedures on DWP National and Official Statistics, including a Quality Guideline, Confidentiality and Access Policy Statement, Pre-release Access arrangements and Statement of Administrative Sources.

Feedback

DWP welcomes feedback on all the statistical publications as it ensures that publications remain relevant to the users. Please use the HB Speed of Processing questionnaire to send us any specific feedback that you may have on this publication. DWP will use the information to:

• target future consultations at interested users

• shape the future direction of statistics development to address user needs; help ensure value for money, whilst giving users a structured way of expressing their views

Completed questionnaires can be returned by e-mail to cbm.stats@dwp.gov.uk. Users can also join the Stats UserNet “Welfare and Benefit Statistics” community. DWP announces items of interest to users via this forum, as well as replying to users’ questions.

Press enquiries should be directed to the DWP Press Office.

Other enquiries about these statistics should be directed by email to:

Producers of this release: Gillian Leighton cbm.stats@dwp.gov.uk

Lead statistician: Michael Agholor cbm.stats@dwp.gov.uk

ISBN: 978-1-78659-832-5