The benefits service provided by Cheshire West and Chester Council is 'fair' with 'excellent 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 one star, 'fair' rating. The new council has worked well to merge the previous district councils benefits services into one and residents now receive a streamlined service. Customers can easily get help and advice about benefits and the service works positively to prevent and deal with benefit fraud. The Council has done a lot of work to make sure that everyone in the area is claiming what they are entitled to. However, there is still further work to be done so that claims are dealt with quicker.
Val Edmonds, Audit Commission senior manager, said:
'When the new Council formed in 2009 the benefits service got off to a good start and has continued to get better. Staff show a real concern for customers and make sure people get all the benefits that they are entitled to. Local taxpayers get good value for money because the service is good at detecting fraud, makes sure that payments are fair and carries out its duties as efficiently as possible. There is room for improvement, in particular, speeding up the time it takes to deal with claims and responding more quickly when peoples circumstances change.'
Inspectors found strengths, including:
- Good access to the benefits service through offices, home visits and via the internet.
- A positive approach to dealing with counter fraud.
- A strong commitment to customer care.
- Good value for money.
- An excellent approach to future planning and performance management of weak areas.
Inspectors found weaknesses, including:
- Customers having to wait too long for their claims to be dealt with.
- Access to service can be difficult for some disabled people.
- Some people find benefit letters confusing.
To help the service improve, inspectors made a number of recommendations. These include:
- Speeding up the time it takes to deal with claims.
- Improving the reporting of performance to customers.
- Making sure that the service continues to increase its understanding of the make up of the local population.
Cheshire West and Chester Council pays out around £100 million in benefits each year to about 28,000 people. The Service employs around 72 full time staff. The cost of running the Service in 2009/10 was £3.2 million of which £2.6 million is covered with a grant from the Department for Work and Pensions, the balance being met by the Council.
Copies of the report are available from Cheshire West and Chester 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.
- 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 a copy of the full report and further information please contact David Rose, Regional Communications Manager (North of England) at the Audit Commission, on 0844 798 7149 or d-rose@audit-commission.gov.uk