Agenda item

This report explains the improvement in Performance Indicators for the Benefits Service and explains the background to the statistics.

The Scrutiny Committee received a report of the Head of Revenues and Benefits which provided an explanation of the improvement in Performance Indicators for the Benefits service and the background to the statistics.

The Head of Revenues and Benefits explained the procedures that had been implemented to meet the service’s increasing workload.  He assured Members that when people were asked for additional information it did not affect the start date of their claim.  The claim began from the first date they approached the service. 

The Head of Revenues and Benefits informed the Scrutiny Committee that the Shared Services Joint Committee had agreed that external sources could be used to help reduce the backlog of claims.  A review was carried out of the external provider’s quality of work.  In some cases the service made a complaint and some of the external provider’s agents were removed from the work.  The Council also monitored the workload of its own staff.

The Head of Revenues and Benefits referred Members to paragraph 3.2 of the report and the performance data for each month from April.  He advised the Scrutiny Committee that if claimants informed the Council of a change in their circumstances they were allowed one month to provide all the relevant information required.  This delay added to the average time taken to process the changes and was reflected in the performance indicator.

The Head of Revenues and Benefits informed the Scrutiny Committee that officers were aware of the request to report on the number of cases outstanding rather than the number of documents.  The software had been amended and in the future officers would be able to provide information based on the number of cases.

Councillor Bell acknowledged the improved performance indicators and that help had been provided by two external companies.  Additional funding had been granted to carry out this work.  He said that external companies did not have face to face contact with the public whereas the Council staff did.  He said that he felt this was more stressful for the internal staff and asked whether this was taken into account when monitoring their work.  In addition he enquired how the forthcoming benefit changes would affect Watford.

The Head of Revenues and Benefits advised Members that he was aware of the face to face and telephone contact the internal staff had with the public and this was taken into account when monitoring them.

In response to the second part of Councillor Bell’s questions, the Head of Revenues and Benefits explained that the changes would begin to be introduced in April 2013.  The first change related to a reduction in housing benefit for social housing tenants if their property was deemed to be too large for their needs.  Tenants would still be able to claim housing benefit but might not receive the same amount.  There was potential for people to be at risk of not paying their full rent.  Discussions were taking place with the Housing Team.  Officers were working with the Watford Community Housing Trust to try and identify potential clients who may experience problems in the future.

The Head of Revenues and Benefits advised that Universal Credit would begin to be introduced from October 2013, however he was not aware of the exact date it would affect Watford.  It was likely to be phased in from October 2013, which could mean a reduction in caseload from November or December 2013.  However, it was not envisaged that initially there would be a large reduction in caseload.  He confirmed that officers from different departments were looking at help for vulnerable tenants.

Councillor Aron noted that the officer had stated that many claimants did not provide all the information on making their application.  She asked whether they were provided with details setting out the documents required.

The Head of Revenues and Benefits explained that the application form included a checklist of the types of documents that would be required.  When claimants came to the Customer Service Centre an officer would go through the form and provide the applicant with a checklist of required documents.  When that information was provided the application was then fast tracked.

The Head of Revenues and Benefits added that applications were received from various sources and not only direct from the client.  For example, applications could be made at Job Centre Plus.  Job Centre Plus would require some information but the Council would require information about the client’s application to Job Centre Plus.  Officers suggested that applications were submitted as soon as possible rather than waiting for all the information to be available, as this would affect the date of the application.  Some applicants brought all their information when making the claim whereas other cases might take longer than 28 days.

Following a question from the Chair, the Head of Revenues and Benefits stated that Job Centre Plus had similar procedures to the Council, the difference being that they would look at applications for Job Seekers Allowance or Income Support.  The Council would need to wait for the result of the application to Job Centre Plus before being able to process applications for Housing Benefit. 

Councillor Rackett asked for details of the increase in budget for the service and whether the work carried out by the Customer Service Centre was included.

The Head of Revenues and Benefits informed Members that the financial details were presented to the Shared Services Joint Committee in September 2012.

Councillor Khan commented that he was pleased the figures were going down.  He said that he had been very critical of the service at the Shared Services Joint Committee.  The changes to the benefits system meant that there was a degree of uncertainty.  He felt it was a valid point that some families would be stretched.

The Head of Revenues and Benefits responded that the service was placed to meet the changes and the reduction in caseload.  The service currently had a backlog of applications but steps had been put in place to reduce this.  By April the service should be able to meet the forthcoming changes.  The changes included the Council Tax Support Scheme which would be a different scheme to administer.  People would have less income and would be making decisions on what they would pay.  The service needed to review its enforcement practices and strike a balance between those who paid on time and those who needed assistance.  In addition the service would need to identify those who were unable to pay and those people who chose not to pay.  It would be necessary to look at debts holistically.  People would be encouraged to pay and not penalised.

The Director for Corporate Resources and Governance informed the Scrutiny Committee that the Shared Services Joint Committee had asked officers to look at a soft market test for the service.  He added that nationally there had been a 20% increase in Housing Benefit cases, however in Watford the increase had been 29%.  In respect of Council Tax Benefit, nationally the increase had been 15% and in Watford it had been 19%.  Until the impact of the Universal Credit it was not prudent to employ staff and then have to make cuts at a later date.  This had been the reason the authorities had looked at other sources to provide support through the current period.

Councillor Meerabux asked about the length of the application form and the difficulties some people might experience in understanding it, particularly due to language.

The Head of Revenues and Benefits responded that the form was normally between 24 and 28 pages, but not all questions were relevant to all applicants.  The form covered all eventualities.  The e-claim form was intelligent and bypassed the questions which were inappropriate to the claimant.  The service had visiting officers who went out to vulnerable people in their own homes, including those who had difficulty with reading.  The officers were busy every day.  When the officers returned to the office they then processed the claims.

The Partnerships and Performance Section Head added that the Council used the services of a company called Languageline.  Both Housing and the Benefits teams used this service.

The Portfolio Holder said that he wished to acknowledge the work the Head of Revenues and Benefits and Director for Corporate Resources and Governance had done.  He had seen improvements over the last six months.  When there were fewer claims outstanding there were less people chasing their claim and contacting the office.

The Chair thanked the Director for Corporate Resources and Governance and Head of Revenues and Benefits for the information and responding to Members’ questions.

RESOLVED –

1.         that the report be noted.

2.         that a further update be provided in six months time on progress.