The benefits service provided by Colchester Borough Council is 'fair' with '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. The Council is working hard to improve the service it provides to its customers, at the same time as reducing its costs. The Council has embarked on a radical Fundamental Service Review, which is designed to provide significant savings and a much improved service to its customers.
Ian Davidson, Audit Commission senior manager, said:
'Many of the most vulnerable people in the borough rely on Colchester's benefits service. There is a clear commitment to improve the service and the Council's decision to carry out a fundamental service review should be applauded. The service currently works well with vulnerable people from diverse cultures, but it needs to respond more quickly to people's claims and phone enquiries, and should do more work to encourage people to apply for the benefits they're entitled to.'
Strengths include:
- The service has an informed understanding of its customers' needs.
- It has well-established arrangements for consulting with partner organisations.
- It works well with partners to raise awareness of benefits in the community.
- Customers are dealt with quickly at the customer service centre.
Weaknesses include:
- Customers do not have their new claims, and changes to claims, processed quickly.
- People experience delays when contacting the service by telephone.
- The results of benefit take-up campaigns are not always clear.
To help the service improve, inspectors made a number of recommendations. These include:
- Make the service more accessible to those who are, or may be, entitled to benefits.
- Design the service to better meet the needs of all customers.
- Improve value for money by ensuring that the Fundamental Service Review delivers the intended efficiencies.
The benefits service in Colchester pays out around £56.5 million per year to 14,480 people.
Copies of the report are available from Colchester Borough 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.
For more details about the role of the Audit Commission visit www.audit-commission.gov.uk
For further information, or for a copy of the full report, please contact: Eric Ludlow, Communications Manager (Central and Eastern England) Tel: 0844 7984183