Agenda item

Report of Head of Revenues and Benefits.

This report provides the Panel with an update on current Revenues and Benefits information.

The Panel received a report of the Head of Revenues and Benefits updating Members on any outstanding issues in the service.

The Head of Revenues and Benefits introduced the report and invited questions.

Following a question from Councillor Joynes about the impact of Watford Community Housing Trust (WCHT) staff not being trained in undertaking benefit checks.  The Head of Revenues and Benefits responded that there had been no negative impact, but equally there had been no additional benefit. They had worked with Thrive Homes and hoped to work with the Citizens Advice Bureau (CAB.)

The Chair noted that the letters which Revenues and Benefits sent out had been overhauled and asked how feedback had been received. The Head of Revenues and Benefits explained that fewer queries had been received by the Customer Service Centre (CSC) and the letters now had a title so staff could quickly ascertain the contents when speaking to customers over the phone.  It was hoped they could be continually improved.  He asked the councillors to encourage the residents to come into the Council if they did not understand the letters.

The Chair asked about the cost of the external consultants who were assisting with the entitlement letters. The Head of Revenues and Benefits explained that three days’ consultancy was required which cost £1000 per day.  Consultants were required due to the complexity of programming the software. 

Councillor Collett asked about the impact of the IT system and in particular the recent virus, she questioned whether the Council would be reimbursed for the delays caused. The Head of Revenues and Benefits explained the problems had been inherited with their software due to a historical lack of maintenance.  These had been addressed.  It was explained that further problems had been experienced due to a brand-new virus which no anti-virus software could have addressed.  The Director of Finance explained that the Council had worked with McAfee to address the problem. The Head of Revenues and Benefits advised that there had been a serious impact as five days had been lost.  He commended the staff who had been very resilient and had worked late to catch up.  There was still a backlog as a result and temporary resources were being called in to assist.

Councillor Dhindsa asked for an update on benefit overpayments. The Head of Revenues and Benefits informed the Panel that the level of overpayments since April was 75 percent less than the previous year.  He explained that there would always be overpayments due to the nature of paying benefits.  The government target was 0.54% local authority error and Watford was currently achieving 0.52% which was the lowest ever. He aimed to minimise this further however the virus would have had an effect.  There had been an issue with the Department for Work and Pensions (DWP) software licenses and councils nationally were arguing that overpayments caused by this should not result in penalties.  The level would be affected from October when HMRC would provide real-time information about tax credits to councils.  Only local authority error resulted in the Council being penalised.  The backlog of appeals had also been cleared.

Following a question from Councillor Hastrick, the Head of Revenues and Benefits explained that the team ran a report which looked at significant dates, such as a child turning 16.  Revenues and Benefits were now working ahead of time and suspending claims while information was outstanding.  The number of claims which were suspended after the event was negligible.

Councillor Martins commended the work done by Revenues and Benefits staff.  He asked how delays which affected housing were being minimised.  In response, the Head of Revenues and Benefits outlined how he worked with WCHT and Thrive homes where the cases with the highest level of rent arrears were discussed.  The vast majority of the cases of rent arrears did not have an outstanding benefits claim.  Working with private landlords was more problematic and were dependent on how the landlord worked with the Council.  Residents were encouraged to speak to the Council if they were in arrears.

In response to a question from Councillor Aron, the Head of Revenues and Benefits advised that he met the Housing Section Head regularly and would be promoting the self-service system to the HARI Partnership in the near future when the system was working.

It was agreed that a session would be arranged for councillors on the Council tax collection and recovery. 

ACTION – Head of Revenues and Benefits

The Head of Revenues and Benefits described how Council tax and business rates were being recovered.  Staff were telephoning people to address non-payment.  If it was possible to avoid using bailiffs, this avoided additional charges being added to the debt.

Councillor Joynes asked for information about how much the bailiffs charged. The Head of Revenues and Benefits said that he would send this information to her.

ACTION – Head of Revenues and Benefits

The Chair asked when the issues in this service would be completely resolved. The Head of Revenues and Benefits responded that it was impossible to say as there were many variables; the aim was to continue to meet the performance indicators.

The Panel agreed to look at Revenues and Benefits again in July 2015.

RESOLVED –

that the report and the Panel's comments be noted.

that the service be invited to the Panel again in July 2015.