The benefits service provided by Shropshire 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, which pays out around £80 million a year to over 40,000 people, a 'fair' one star rating. The report shows that the Council has worked hard to provide a consistent service to all its residents throughout the reorganisation of local government in Shropshire. But the Council knows it must speed up the time taken for local people to get the benefits they are entitled to.
John Cotterill, Audit Commission senior manager, said:
'Many of the most vulnerable people in the county rely on Shropshire'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 raising people's awareness of the benefits they may be entitled to and encouraging claims is good news for residents. However, more needs to be done, particularly around making sure that the recent improvements in paying claims faster are sustained.'
Strengths include:
- Customer access to offices across the county is good and has improved, with a new office in Market Drayton.
- Customer care is a priority and is provided by front-line staff who are knowledgeable about benefits and have a positive approach.
- Very good work has been done in making sure local people are getting the benefits they are entitled to.
- The Council is taking adequate steps to prevent benefit fraud and is effective at investigating potential frauds.
Weaknesses include:
- The benefits service has, until recently, been slow at dealing with new claims, changes of circumstances and appeals.
- Customers are waiting too long to have their telephone calls answered.
- The benefits service has not been helping as many vulnerable people as it could through the extra funding available as part of the Discretionary Housing Payment scheme.
Recommendations include:
- Publicising more effectively the standards that customers can expect when they get in touch with the benefits service.
- Processing claims more quickly and providing a phone service that is more responsive to customer demand.
Copies of the report are available from Shropshire Council or from the Audit Commission website at www.audit-commission.gov.uk/reports
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.
- On 13 August 2010 the Secretary of State for Communities and Local Government announced that he plans to disband the Audit Commission. His intention is to have new arrangements in place for auditing England's public bodies by 2012/13.
For more details about the role of the Audit Commission visit www.audit-commission.gov.uk
For more information, or a copy of the full report, contact Eric Ludlow, Audit Commission Communications Manager for Central and Eastern England on 0844 798 4183.