The Benefits Service at Warwick District Council is providing a 'fair' service, with ‘uncertain’ prospects for improvement.
The Service does not have a full understanding of customer need. It is beginning to listen to customers and in response is trying different ways of helping customers to claim benefits.
Some parts of the Service are good. Face-to-face access is provided through five one stop shops through the Warwickshire Direct Partnership (WDP) . This gives good access to customers across the district, including people who are working who benefit from evening and Saturday opening. However, some customers telephoning the Service face delays. There is a choice about the way customers can make their claim. Benefit take-up is successful and working with partners has resulted in some successful take-up initiatives that have seen more than £2.3 million in extra benefit claimed.