The benefits service provided by Oxford City Council is 'poor' and has 'uncertain prospects for improvement', according to an independent report released today (24 March) by the Audit Commission.
On a scale from zero to three stars the Audit Commission inspection team gave the service a 'poor', zero-star rating. This is because some customers wait too long for changes to their benefits to be decided, and for any complaints and appeals to be considered. Those who telephone the council about benefits can wait a long time before they speak to an advisor. The service is not delivering value for money - its costs are high and performance is poor in key areas.
Tim Savill, Audit Commission Benefit Policy Lead, said:
'Successfully claiming benefits is an essential safety net for many people, especially during the current economic downturn. Oxford City Council has much to do to improve the benefits service for local people. It recognises this and has begun to tackle the problems. It is committed to providing a better customer service and plans to complete an extensive review soon, in order to make the service more cost-effective and efficient.'
Strengths include:
- Customer satisfaction with the service is high and increasing (although this is based on a small sample).
- The service has carried out good work with vulnerable groups in the city.
- The service tackles fraud effectively.
Weaknesses include:
- Contacting the service by telephone is difficult and high levels of calls are abandoned.
- Complaints, appeals, requests for reviews and changes of circumstances all take too long to process.
- The level of accuracy is poor.
- Not enough is being done to ensure efforts to promote the take-up of benefits are effective.
- Too little is being done to reduce the level of overpayment debt outstanding and this is increasing each year.
To help the service improve, inspectors made a number of recommendations. These include:
- Improve the speed and accuracy of the service provided.
- Make it easier to access the service, and ensure it meets the needs of all of its customers.
- Take action to improve value for money.
Oxford City Council's benefits service pays out around £70 million in benefits each year to over 10,300 people claiming council tax benefit and over 11,000 people claiming housing benefits.
The service is run in-house as part of Customer Services within the City Services directorate, with 49.6 full-time equivalent staff. The cost of running the service in 2009/10 was £2.9 million, of which £1.2 million is funded by the Department for Work and Pensions and the balance is met by the council.
Copies of the report are available from Oxford City Council, or from the Audit Commission website at www.audit-commission.gov.uk
Notes to editors
1. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
2. 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.
3. 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.
4. Further details about the role of the Audit Commission can be obtained from
www.audit-commission.gov.uk
For further information, or for an embargoed copy of the full report, please contact:
Callum Collins, Senior Communications Manager (Southern)
Tel: 0844 798 8844