Audit Commission

The benefits service provided by Redditch Borough Council is now 'good' and has 'promising' prospects for further 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 almost £30 million a year in housing and council tax benefits, a 'good' two-star rating. An earlier report, published in April 2009, had rated the service as 'poor' (zero stars) with 'uncertain' prospects for improvement. The latest report shows that housing benefits are now being paid quickly and accurately to all customers. The Council is encouraging the take-up of benefits and working well with local communities to make sure that people get the help and benefits they need.

Mary-Ann Bruce, Audit Commission senior manager, said:

'The recession is making Redditch's benefits service even more vital for local people. More people are relying on benefits for financial suppport, increasing the pressure on the service. And so I am happy to report that sinceour last inspection the Council has made real progress. Benefits are now paid promptly and the time taken to deal with claims has been cut. There are still some areas where more could be done, but the Council clearly wants improvements to continue and has plans in place to make this happen.'

Strengths include:

• The service is easy to access.
• There are no backlogs and customers' claims are processed quickly.
• The Council successfully encourages people to claim the benefits they are entitled to.
• Staff care about their customers and support them through the claims process.
• Information provided through the Council's website, leaflets and forms is easy to understand.
• The service gives value for money and customer satisfaction is high.

Weaknesses include:

• The time it takes to deal with changes reported by customers.
• Customers experience avoidable delays when visiting the one-stop-shop at the Town Hall.
• Privacy in the customer waiting area at the Town Hall is poor.

Recommendations include:

• making further improvements to claims processing and appeals handling;
• using information about the borough and its residents to shape the service and to target benefit take-up campaigns; and
• encouraging partners to be more involved in setting service standards and service planning.

Copies of the report are available from Redditch Borough Council or from the Audit Commission website at www.audit-commission.gov.uk

Notes to editors

1. Housing benefit and council tax benefit are national welfare benefits administered by councils for the Department for Work and Pensions (DWP). Redditch Borough Council pays out around £28 million a year to benefit claimants. Access to the service is through one-stop-shops at Redditch Town Hall, Batchley, Winyates and Woodrow or by phone. Customers can also claim benefits through the Council's website.
2. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
3. 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.
4. 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 for a copy of the full report, contact Eric Ludlow, Communications Manager for Central and Eastern England, on 0844 798 4183.