The Benefits service provided by Wiltshire Council 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 was because benefit claims are dealt with quickly, customer care is good and the cost of the service is low. But facilities at some customer contact centres are inadequate and some customers find it difficult to access the service face-to-face.
Phil Suter, Audit Commission senior manager, said:
‘Wiltshire Council has worked hard to successfully merge four different benefits services into one without disrupting the service for customers. Despite an increased workload it has managed to reduce its costs while serving customers more quickly and continuing to provide sound advice. People across the county are set to receive a better and more consistent service soon, once a new computer system has been installed, replacing the incompatible systems used by the four former districts.’
Strengths include:
- New claims are processed quickly.
- The quality of customer care and advice is good.
- The cost of the service is low.
- The service is aiming to improve the right things.
Weaknesses include:
- Access to the service varies for customers in different parts of the county.
- Facilities at some customer contact centres are inadequate. The Salisbury office has too few seats, for example.
- No customer standards are in place.
To help the service improve, inspectors made a number of recommendations. These include:
- Review facilities and opening hours at customer contact centres.
- Develop service standards that are relevant to customer’s needs.
- Take steps to reduce the amount of overpayment debt, which is increasing.
Wiltshire Council pays out around £130 million per year to residents claiming benefit payments for council tax and housing.
Copies of the report are available from Wiltshire 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.
Further details about the role of the Audit Commission can be obtained from www.audit-commission.gov.uk
For further information, or for a copy of the full report, please contact: Callum Collins, Senior Communications Manager on 0844 798 8844.