Audit Commission

The benefits service provided by Slough Borough Council is 'poor' but 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 'poor', zero star rating. This was because people are not getting their benefit claims processed quickly enough. Waiting times, whether on the telephone or in person, are generally too long and the advice given is often inconsistent. The needs of customers are not properly considered when planning the service and setting standards.

Elizabeth Hale, Audit Commission senior manager, said:

'People claiming benefits in Slough aren't getting their claims sorted out quickly enough and the advice they get from the Council is not always consistent. For a couple of years now the Council has been aware of these problems and some things, such as processing claims faster, are being done to improve the service. The Council knows that more needs to be done to make the service better and is taking the action necessary to make this happen. Improving the service to customers is a priority - to make sure that they get the right money at the right time.'

Weaknesses include:

• People have to wait too long - whether queuing at Landmark Place to be seen in person, or waiting for an answer on the telephone.
• It takes too long for changes in circumstances of claimants to be taken into account when assessing what they receive.
• The Council takes too long to consider appeals to assessments and doesn't understand the reasons why so many claim forms are submitted incorrectly. This means that many people may be receiving the wrong amounts of money.
• The Council is not involving claimants, or agencies that support them, when deciding the standard of service to be provided.
• When extra money is available to support vulnerable people this hasn't been distributed quickly enough.

Strengths include:

• The service is good at pursuing people who make false claims.

To help the service improve, inspectors made a number of recommendations. These include:

• Improve the ways that customers can make contact with the Council and the accuracy and consistency of the advice given.
• Improve the speed in turning claims around and dealing with appeals.
• Make sure that people receive the benefits they are entitled to by explaining clearly what benefits are available.

In 2008/09 £58.2 million was paid to 16,000 people claiming council tax and rent allowance benefits. It cost £3.79 million to do this, of which £1.29 million is paid by the government. The Council employs 59 staff. Over the past year the caseload has increased by 15.75 per cent. (compared to 12 per cent in the South East, and nationally by just under 10 per cent).

Notes to editors:

1. Housing Benefit and Council Tax Benefit are national welfare benefits administered by the Council on behalf of the Department for Work and Pensions (DWP). A complex legal framework is in place to define who is entitled to benefit and to reduce fraud and error in the system. The Benefits Service within a council has a responsibility to pay the right benefit to the right person at the right time. Responsibilities also include the collection of overpayments through appropriate recovery methods.
2. From 1 April 2008, the Audit Commission became responsible for benefits inspections, following the transfer of powers from the Benefit Fraud Inspectorate.
3. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
4. 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.
5. 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: Callum Collins, Senior Regional Communications Manager (Southern) Tel: 0844 798 8844