The benefits service provided by Gravesham Borough Council is 'fair' and has 'promising prospects for improvement', according to an independent report released today by the Audit Commission. The service has a number of strengths, but also some key areas where it needs to improve.
On a scale from zero to three stars, the Audit Commission inspection team gave the service a 'fair', one-star rating. The service is improving and benefit claims are being dealt with faster. A new fast-track system means that customers can have their claims decided within 48 hours if all the documents are supplied. However, people who use the phone to contact the Council about benefits, and those who come into the Council offices, can wait a long time before they speak to an advisor. Too many claims are not being assessed accurately and people who want to appeal their benefits decisions are waiting too long to have their cases reviewed.
Claire Bryce-Smith, Audit Commission senior manager, said:
'Successfully claiming benefits is an essential safety net for many people, especially during the current economic downturn. Gravesham Borough Council has done much to improve the benefits service for local people, but recognises there is more to do. It is clearly committed to providing better customer service, both by phone and in person.'
Strengths include:
- New claims and changes in circumstances are processed quickly and the successful 'fast-track' scheme helps people to complete their claim within 48 hours if all the necessary information is supplied.
- The Council listens to local people and uses their comments to improve the service.
- There is a robust and consistent approach to reducing fraud.
- Residents are able to contact the service in a number of ways. There is additional help for people with disabilities and people who do not speak English as their first language.
Weaknesses include:
- Opening times are limited and do not offer enough choice to customers.
- Customers can face long delays getting advice by telephone and a long wait when they visit the Council office in person.
- Claims are sometimes assessed inaccurately.
- Customers who appeal face delays in having their claim reviewed, and the quality and responses to complaints can sometimes be poor.
To help the service improve, inspectors made a number of recommendations. These include:
- Do more to understand the needs of residents and continue to shape the service to meet customers' requirements more effectively.
- Make it easier for people to access the service by telephone or in person by improving opening hours.
- Work with partners to target take-up activity and publicise the fast-track service.
- Take action to improve the accuracy of claims and the speed of answering appeals.
Gravesham Borough Council's Benefits Service pays out around £32 million in benefits per year to 8,300 people claiming Council Tax Benefit and 6,700 people claiming Housing Benefits, of which 1,300 are tenants of Registered Social Landlords and 1,500 are tenants of private landlords.
The Service is part of the Transformation and Finance Directorate with 26.4 full-time equivalent staff. The cost of running the Service in 2008/2009 is £1.7 million, of which £820,440 is funded through a grant from the DWP and the balance is met by the Council.
Notes to editors
- The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
- Our work across local government, health, housing, community safety and fire and rescue services means that we have a unique perspective. We promote value for money for taxpayers, auditing the £200 billion spent by 11,000 local public bodies.
- As a force for improvement, we work in partnership to assess local public services and make practical recommendations for promoting a better quality of life for local people.
For further information, please contact: Callum Collins, Senior Regional Communications Manager (Southern), Tel: 0844 798 8844.