This paper is one in a new series of 'Learning from Inspection' papers from the Audit Commission. These papers are based on the lessons emerging from best value inspection and other research. It is intended primarily for relevant members and senior officers who need an overview of the main issues facing the housing benefit service, perhaps because they are involved in a best value review. It is not meant as an exhaustive guide for those officers managing the service directly.
The paper draws upon inspections that have been carried out by both the Audit Commission's Best Value Inspection Service (BVIS) and the Benefit Fraud Inspectorate (BFI). Relatively few councils have so far reviewed their housing benefit service and many of these reviews that have been carried out were done so as a part of wider reviews of financial administration. The paper therefore also draws on initiatives at authorities that have been visited by the Commission but have not been inspected. We have also analysed national data and taken part in wider discussions with relevant stakeholders.
Although much has been written about the shortcomings of housing benefit services, less has been published about how authorities can achieve change in this area. This report shows how some authorities have done this, for example, improving accuracy and the speed with which claims are processed, and building the good customer service that can underpin efficiency. It should therefore help all authorities to improve their service, particularly through their best value reviews.