The benefits service provided by Erewash Borough Council is 'fair' and has 'promising prospects for improvement', according to an independent report released today by the Audit Commission.
On a scale from zero to three stars the Audit Commission inspection team gave the service a 'fair' one-star rating. The Council is continuing to improve the time it takes to process new claims despite an increase during the recession. But it is not doing enough to check for potential fraud or to make sure that people continue to receive the right amount of benefit.
Beverley Parker, Audit Commission senior manager, said:
'The benefits service at Erewash Borough Council has shown clear signs of improvement over recent years. For example, new claims are now dealt with promptly, facilities for customers accessing the service have been improved and there is a strong emphasis on good customer care. But customers are still waiting too long for a decision if they question something or make an appeal. The Council needs to put this right, and to do more to prevent and detect fraud. The Council has some good ideas to improve things and is beginning to set out clearly how it will put them into practice.'
Strengths include:
- The Council tells customers what level of service they can expect
- It listens to its customers and takes action based on this to improve the service
- Management and staff are enthusiastic and committed
- Further investment is being made in technology to increase efficiency
- It is encouraging the take-up of benefits and the service is easy to access, for people who visit in person
- The service is delivering adequate value for money when compared to other councils
Weaknesses include:
- Fraud awareness initiatives are relatively low profile
- It can be hard to get through by phone
- Performance targets are not always challenging or prioritised
- Customers are kept waiting too long for their appeals to be dealt with, and information provided is not easy for them to understand
Recommendations include:
- Drawing up formal plans to improve the service
- Improving the Council's approach to preventing and detecting fraud
- Dealing with requests for reconsiderations and appeals more promptly
Notes to editors
- Erewash Borough Council pays out around £18 million per year to benefit claimants. Access to the service is through the two town halls, or by phone.
- 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, or for an embargoed copy of the full report, please contact Eric Ludlow, Regional Communications Manager (Central) on Tel: 0844 798 4183 or e-mail: e-ludlow@audit-commission.gov.uk