Audit Commission

The benefits service provided by West Berkshire Council is 'fair' and has 'uncertain 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 processes benefits more quickly and accurately, thanks to committed staff and leadership from managers, and it's easily accessible for most people. However, it can be difficult to get through to advisers on the phone, advice is not always accurate, and people wait too long to have appeals dealt with. The benefits service's plans are short-term and lack clear, longer-term direction.

Elizabeth Hale, Audit Commission senior manager, said:

'Successfully claiming benefits is an essential safety net for many people, especially during the current economic downturn. West Berkshire Council has done much to improve the benefits service for local people, with benefits being paid quickly and accurately. But it recognises there is more to do, particularly in developing good plans for the future.'

Strengths include:

• New claims and changes in circumstances are processed quickly and benefit is paid accurately.
• Customers are able to easily access the service from various locations and through websites.
• The service works well with partners such as Sovereign Housing and homeless hostels to make it easier for vulnerable people to access benefits.
• Extra money available to help vulnerable people is used effectively.

Weaknesses include:

• Some customers face long delays getting advice by telephone and receive inconsistent levels of customer care and quality of advice.
• The service does not know if it is meeting the needs of all customers.
• Sometimes there are long delays for customers who appeal.
• Costs are not fully understood and the Council doesn't focus enough on fraud.
• Performance management is not fully effective.

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 these needs more effectively - improving telephone access, for example.
• Work with partner organisations to make sure people receive the benefits they are entitled to. Explain better what benefits are available.
• Tackle benefit fraud more effectively.
• Improve performance management by developing clear, longer-term plans.

Notes to editors

1. West Berkshire Council's benefits service pays out around £35 million in benefits per year to 7,985 people claiming council tax benefit and 7,113 people claiming housing benefits, of which 5,289 are tenants of registered social landlords and 1,811 are tenants of private landlords.
2. The service is part of the Chief Executive's Directorate with 23 full-time equivalent staff. The cost of running the service in 2008/2009 was £905,000 and received £909,000 through a grant from the DWP.
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