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The benefits service provided by Durham County Council is ‘fair’ with ‘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 worked hard and successfully to provide a seamless service to all of its residents throughout the reorganisation of local government in Durham. But the Council knows it has more to do to make sure local people get the benefits they are entitled to.
Michael Newbury, Audit Commission senior manager, said:
'Many of the most vulnerable people in the county rely on Durham’s benefits service. The Council’s commitment to maintaining the service through its reorganisation last year and its progress since has helped many people avoid financial hardship and keep their homes. Its work on making sure that claims are processed faster and more accurately is good news for taxpayers. However, more needs to be done, particularly to raise peoples’ awareness of the benefits they may be entitled to.'
The service’s strengths include:
- It processes applications and claimants’ changes of circumstances quickly ensuring that people get the benefits they need and are entitled to. Customer satisfaction is good.
- Customers can get help and advice through a comprehensive range of service points.
- Seven different benefit services (previously run by the former district councils) have been merged into one with minimum disruption to customers.
- The service works well with other organisations and partners across the county.
The service’s weaknesses include:
- It has been slow to deal with appeals and checking the accuracy of its processing of claims which can create problems for people in difficult financial situations.
- Not enough has been done to make local people aware of the benefits they are entitled to.
- The service does not have a clear view of how long customers have to wait to be seen or dealt with at the service points.
- The lack of focus on equality and diversity issues means the service may not be meeting the needs of all of its customers.
To help the service improve, inspectors made a number of recommendations. These include:
- Strengthen performance management and develop clear customer service standards, involving customers and partners in their development
- Ensure that all customers are treated equally and help for the most vulnerable is maximised.
- Improve service delivery and access for customers, particularly those making contact by telephone.
Durham County Council’s benefits service pays out around £214 million per year to 65,500 people.
Copies of the report are available from Durham County 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 a copy of the full report or further information please contact: David Rose, Regional Communications Manager - Northern, on 0844 798 6654 or d-rose@audit-commission.gov.uk