Audit Commission

The benefits service provided by Broxbourne Borough Council is 'fair' 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 £36 million a year in housing and council tax benefits, a 'fair' one-star rating. The report shows that customers experienced delays in having benefit claims dealt with because of a slow response to rising numbers of people claiming benefits. But benefits are now being paid quickly. The Council is having some success with the take-up of benefits but more needs to be done to make sure that people get the help and benefits they need.

Tim Savill, the National Lead for Benefits at the Audit Commission, said:

'Because of the recession, Broxbourne's benefits service is even more vital to local people. More people are relying on benefits for financial suppport, increasing the pressure on the service. After a slow start in tackling rising workloads I am happy to report that the Council has begun to make real progress. The time taken to deal with claims has been cut, but there are still some areas where more could be done. The Council clearly wants improvements to continue and there is a strong commitment to build on the progress made so far. To make this happen extra investment is being made to deliver its improvement plans.'

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 customers and support them through the claims process.
• Information provided through the Council's website, leaflets and forms is easy to understand.
• Sound arrangements are in place to deter and detect benefit fraudsters.

Weaknesses include:

• Lack of privacy for customers visiting the office and poor facilities for customers with disabilities.
• Unclear and confusing benefit award letters
• Customers who appeal a decision or ask for their claim to be looked at again experience delays.
• Arrangements for consulting with customers and partners are not fully developed.

Recommendations include:

• making further improvements to appeals handling;
• improving benefit award letters so that customers can understand them more easily;
• 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 helping to shape the service, and in setting service standards.

Copies of the report are available from Broxbourne 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). Broxbourne Borough Council pays out around £36 million a year to benefit claimants. Access to the service is through the main office at Cheshunt and one-stop-shops at Cheshunt, Hoddesdon, and Waltham Cross 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.