The benefits service provided by London Borough of Hounslow is 'fair' and has '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. This is because the Council deals with claims reasonably quickly and has become more customer-focused. A good range of customer standards are in place and the service reports up to date performance information against most of the standards. The service is focusing more on benefit take-up work to ensure that residents are claiming the benefits that they are entitled to. However, it does not know how much extra benefit this has provided to local people. Also the focus on counter fraud work is weak but improving.
Andrea White, Audit Commission senior manager, said:
'The council has done well in making improvements to the service since the last inspection when it was rated as ‘poor’. The recommendations in this report aim to help the Council continue to improve services for local people. The Council is aware of the areas that need further improvement and is well placed to deliver these.'
Strengths include:
- Claims processing times have improved and continue to do so with claims being processed in a satisfactory amount of time.
- Customers can get help and advice easily at benefits offices including by appointment.
- Engagement with most partners and stakeholders is good.
- There is a clear commitment to address weaknesses from managers, members and staff.
Weaknesses include:
- The outcomes from take-up work are not routinely monitored.
- It is not always easy to contact the service by telephone or email.
- There has been a lack of focus on counter fraud work although this is being addressed.
- Some targets are not challenging.
To help the service improve, inspectors made recommendations. These include:
- Adopt a coordinated and targeted approach to take-up campaigns to ensure people receive the money they are entitled to.
- Tackle benefit fraud more effectively by introducing a structured approach to feeding back to staff on the quality of referrals, reasons for non acceptance of a referral and outcomes of those taken on by the section.
- Improve performance management further by setting a range of challenging targets with the contractor to incentivise continued performance improvement.
The benefits service in Hounslow pays out around £147 million each year. Copies of the report are available from London Borough of Hounslow 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 further information please contact: Chloe Morales Oyarce, Regional Communications Manager (London) on 0844 798 2095