This is possibly one of the nastiest places that a human being ever has to go.

The waiting area is often grossly overcrowded and stuffy and the chances are that you will hear some pritty ripe language before you are seen to. It's not a place to take children.

The waiting time at some points is as great as two and ahalf hours or more.

The chances are that the staff at the desk will be curt to the point of rudeness and will suffer boats of selective deafness and repeat-my-lines-untill-you-go-away-itus.

The only reason you should ever visit this desk is to submit documentation. You may be tempted to post said documentation but the rate of loss is very high and that recipit could save you weeks of lost benifit.

Most people go to this desk when they have a question or need to talk to someone.

When they do this they will be playing a sick game of wispers. The person you talk to has no direct control over your account other than to "misslay" important things if you insult them (even when they started it).

When you ask them a question they will know the answer because they have a set of lines they have been briefed to deliver or because they have a flow chart out back that they read from or because they have gone out the back and phoned upstairs.

Save youself the hassle of convincing this monkey that you have a lagitimate claim or point but talk directly to the organ grinder.

To do this phone benifits on the correct number (given at the end) or speak to reception when you arrive. They will point you to an unattended internal phone (often gathering dust) that you can use to speak directly to the clerk that can answer you directly.

Be VERY polite and plesnet to this person as they do not make any disicians about your claim but can set all sorts of flags against your file that can cause you extra red tape or reduce it.

These people know, or can find out, the answer to every question and problem you have.

When they say you need to fill out six forests of forms and they are now in the post - say "thank you" and then book an appointment with some one that can help you fill them out.

There is also a security gaurd watching the benefits desks and untill such time as they give this guy the promotion he deserves he will be able to point you to the correct forms (in a massive rack), desks, phones and other information.

The security guy is your best friend.

When you need to show some proofs to the desk (often undermanned) there are good days and bad. Fridays are a bad day. and the best time is Tuesday at 9am or Thursday at 9am. If 9am is hard for you (why do you think it's such a good time to be there) the morning of each day is still fairly slow.

Get in, hand in and get out. Ask no questions, make only small talk while you have to. Smile, say "thank you" and walk away.

When you have to show some evidence at the desk walk up (on your turn) say "I need to show this, this and this" or "I need to hand in this". Then collect the recipt and put it somewhere safe so that you can find it again if/when the benefits department losses the documents. They take photo copies of most stuff (like ID)

If you see a lot of people waiting take a ticket then chat to the security guy and ask him politly if he has an idea of the likely waiting time. There is a good chance that you can get your shopping done or have a meal and still get back in time.

Yes it is that bad and worse.

One last thing. If you must go on a friday expect a very crouded room full of people wanting beer money and bring a big big book (you will need it). Also expect not to get to sit down.

Phone numbers:

There are four sections to deal with claims they are devided by the surname of the claimant as follows.

01843 577554 (A-DON)
01843 577555 (DOO-KER)
01843 577556 (KES-RIC)
01843 577551 (RID-Z)

Not listed on the A to Z is a fax number: (01843) 230404 but you will need to phone the relivant number first to find out what can be faxed and what must be shown to the desk staff.

The lines are open between 8.45 am to 4 pm according to the website but you may get an answer as late as 5:30 but after that give up untill the next day. They don't work sundays and you will be luck to get an answer saturdays.

They have an email address:

benefits@thanet.gov.uk

Sometimes given as Benefits@thanet.gov.uk (capital B) On some systems this difference can cause an email to fail so CC the capitalised address to be sure.

There are also some other numbers but I have little idea what they are for.

01843 577369 Investigations
01843 577550 Benefits Payments/Overpayments