Council sorry for tax 'shambles'

Neil Jones posted his benefit application in August 2003, but forgot to include two bank statements as proof of income.

He heard nothing back from City of York Council - until a letter in January thanking him for his form and asking him to send the statements again.

Mr Jones, 45, of Aldborough Way, said: "I couldn't believe it. It's taken them nearly six months to ask for those details."

The unemployed legal worker said the blunder has left him without a valuable discount on monthly payments of £65.

He said: "How can it take them so long? What have they been doing with it all that time?"

Regular checks on his application over the six-month spell met with little joy - and repeated complaints by staff about computer problems.

To rub salt in the wounds, Mr Jones claims the council says it cannot process his application without the bank statements from six months ago - statements that he has not kept.

"They say they can't do anything until they receive them.

"But I don't have them and the bank will charge me £20 to get reprints. The whole thing is a complete shambles."

A council spokeswoman put the lengthy hitch partly down to introduction of new technology causing a backlog.

She said: "The council implemented a new computer system to handle our benefit claims in August and September last year.

"While the system was being put in we were unable to process any new claims, which left us with a six-week backlog. The council has done all it can to minimise the delay, including drafting in extra staff.

"However, we have prioritised claims depending on the claimant's situation to try to ensure that those in most need were least affected by the delays. This has ultimately led to some claims being processed faster than others."

She said Mr Jones' claim had taken longer than usual to deal with because of a change in his circumstances.

"We can only apologise for the delay," the spokeswoman said.

Updated: 11:05 Wednesday, February 18, 2004