COUNCIL staff are under increased pressure and waiting times are up as queries about council tax and benefits rocket.

It comes after council tax support was reduced and new welfare and housing benefit schemes were introduced in April.

Town halls across East Lancashire said the biggest increase was in questions about the new council tax support system which forced up to 27,000 working age residents to pay a bill for the first time.

Burnley and Pendle councils confirmed they had taken on extra staff whilst all councils said they were encouraging residents to contact them by phone or e-mail.

According to latest figures so far this financial year, face-to-face council tax queries almost doubled in Blackburn, went up by more than 40 per cent in Burnley, and increased by a ‘significant’ amount in Ribble Valley — all compared to the same period last year.

Hyndburn Borough Council saw face-to-face queries about all revenues and benefits go up by 11 per cent and all reported some increased queries regarding benefit payments.

In Rossendale, increases were less severe with a five per cent hike in calls and a drop in face-to -face queries but an increase in e-mails.

Blackburn with Darwen Council saw counter council tax queries rise by 88 per cent.

Executive member for neighbourhoods, housing and customer services, Coun Yusuf Jan-Virmani said: “We are in very tough times and have seen a massive increase in people coming to us because of these worries.

“It has put a big strain on our services, especially after the cuts we have had to make because of funding reductions.

“We are doing what we can to offer support and advice.”

Deputy leader of Hyndburn Council and portfolio holder of resources Joan Smith said: “We have trained staff on how to deal with queries via e-mail or over the phone which has reduced query waiting times but I think that we will get further queries when universal credit is introduced which will increase pressure on council staff.”

Burnley Borough Council’s deputy leader and executive member for resources and performance management, Mark Townsend said hiring four extra staff and introducing a self-serve facility had helped.

He said: “I’m glad that residents are coming to talk to us about these changes to resolve issues rather than let them lie.”