The benefits service provided by Forest of Dean Council is 'fair' but has 'uncertain' 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. This was because the speed of processing claims has improved with very few outstanding. The service has managed increased numbers of claimants well and it is effective at tacking fraud. However, accuracy is relatively poor and not enough is being done to ensure people entitled to benefits receive them.
Melanie Watson, Audit Commission senior manager, said:
'The council has improved the housing benefits service recently. It is now focusing on paying the right benefit to people at the right time. Front line staff are committed to dealing effectively with customers and paying their benefits quickly. Help is being provided to vulnerable customers and to those who cannot travel to the council's offices easily..But the service is not accurate in all the payments it makes, and it now needs to make important decisions about how the service will be delivered in the future.'
Strengths include:
- Customers have good access to the service, and the main office in Coleford offers a pleasant and welcoming environment.
- Benefits processing times are adequate with very few outstanding claims and no backlog of work;
- The service provides value for money, with costs reducing and performance improving.
- Support and advice is provided, with partner organisations, to minority communities and vulnerable people.
Weaknesses include:
- It is not clear to customers what service they can expect to receive.
- Payments are not always accurate - the council needs to do more to make sure each and every claim is paid correctly.
- Not enough is done to actively encourage people to get benefits they are entitled to.
To help the service improve, inspectors made a number of recommendations. These include:
- Ask customers what they want and be clear with them about what service they can expect to receive.
- Set a clearer vision for what the service wants to achieve for its customers.
- Encourage more customers to take up the benefits that they are entitled to.
Notes to editors
- The service is run in-house with 19 full-time equivalent staff. The cost of running the service in 2008/09 was £1.04 million, of which £606,330 is funded through a grant from the Department of Work and Pensions, with the balance being met by the council.
- 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