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The benefits service provided by Bracknell Forest 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. This was because the Council has worked hard to improve the service recently, with better customer service, dealing with claims more quickly and providing better value for money. But claims are still not dealt with as quickly as they could be, and the Council knows it needs to continue to ensure local people get the benefits they are entitled to.
Elizabeth Hale , Audit Commission senior manager, said:
‘Bracknell Forest has shown clear commitment to improving the benefits service for its residents. Most people we spoke to recognise the recent improvements to the service, such as better customer service and dealing with claims more effectively and quickly. This is obviously helping more vulnerable people avoid financial hardship. However, more needs to be done, such as speeding up claims even more, making fewer errors, and ensuring that new investments, like the IT system, will mean clearer letters sent to people and a better overall service.’
The service’s strengths include:
- Efforts to increase benefit take-up are giving local people access to money they are entitled to. This is coupled with a firm stance on preventing fraud.
- Customers do not experience delays when visiting or contacting the service.
- Customer views are used to make changes and improvements that people want.
- The service is low-cost and its value for money is improving, with a new IT system about to be introduced.
The service’s weaknesses include:
- Benefit claims are not dealt with as quickly as they could be.
- Some people may not be getting the right decision on their claims, as a high number of appeals are received.
- Letters sent by the service can be difficult to understand.
To help the service improve, inspectors made a number of recommendations. These include:
- Improve customer service by, for example, ensuring information is available in different formats and languages, and understanding why such a high number of appeals are received.
- Understand the amount of outstanding debt and take recovery action against overpayments.
- Continue with plans to ensure there are more detailed objectives for the future of the service. And make sure that potential risks from the new IT system continue to be well addressed.
The benefits service in Bracknell Forest pays out around £32 million a year to over 6,800 people.
Copies of the report are available from Bracknell Forest Council or from the Audit Commission website at www.audit-commission.gov.uk
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.
Further details about the role of the Audit Commission can be obtained from www.audit-commission.gov.uk
For further information, or for a copy of the full report, please contact:
Callum Collins , Senior Regional Communications Manager (Southern) Tel: 0844 798 8844