The benefits service provided by Cheshire East 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 report shows that the Council is working effectively with partners to help local people claim the welfare benefits they are entitled to, and providing choices on how they can access the service.
A delay in moving to a new computer system has meant that some customers are waiting longer than necessary to have their benefit claims processed.
Valerie Edmonds, Audit Commission senior manager, said:
'The Benefits Service is helping many people to avoid financial hardship and keep their homes by making sure they get the benefits they are entitled to. Staff are keen to do a good job but the quality of service varies too much across the Borough. Residents typically get a better service in person than by telephone. Some people experience lengthy delays with their claims and a backlog of work has built up. The Service is successful at detecting and reducing benefit fraud, but needs to improve recovery of overpaid benefits.'
Inspectors found strengths including:
- A choice of ways to access the benefits service, through service centres and libraries across the borough.
- Customers have a variety of options to claim benefits - including in person at Council offices or at home; through their landlord; and via a fast-track service.
- Strong relationships with local partners help customers access welfare benefits.
- Benefit fraud is being deterred and there is effective investigation of potential frauds.
Weaknesses include:
- Customers using the telephone wait too long to speak to a customer adviser. The service does not know how many people give up on their call before getting through.
- Customers often wait too long for a decision on their appeals.
- Variations in the quality and consistency of advice provided by front-line staff.
- Weak management and recovery of overpayments.
Inspectors made a number of recommendations to help the service improve including:
- Ensure front-line staff have the skills and knowledge to provide consistent support and advice to customers.
- Involve customers, staff and other interested parties in shaping service delivery and developing service standards.
- Make performance information accessible so that people can challenge the level of service provided.
Copies of the report are available from Cheshire East Council or from the Audit Commission website at www.audit-commission.gov.uk
Notes to editors
- Cheshire East Council's benefits service pays out around £89million each year in benefit payments to over 23,500 benefit claimants.
- The budget for running the service in 2009/10 is approximately £3.75 million of which 31 per cent was met by local taxpayers.
- 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 an embargoed 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