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Housing and Council Tax Benefit Strategy

Vision statement

To provide an effective and secure service.

The delivery of Housing and Council Tax Benefits to be provided to all those with a legitimate need.

To deal with customers in a timely and friendly manner, advising them of all benefits to which they may be entitled.

This vision statement is complimentary to the council's vision to be 'a safe and sustainable high quality rural district for people and communities'.

The staff as part of their Best Value Review developed the following logo for the service:

'A helping hand in a rural community'
'How can we Benefit you?'

Breaking down the barriers
Effective Communication
Never too busy
Excellent and efficient service
Forging links with the community
Informative
Thoughtful and caring
Staff commitment to you 

The vision statement helps the section meet the council's Visions and Aims and the Community Strategy on improving the economy and community wellbeing. The outreach work provides support to local people and improves the service for their local needs.

Service Delivery

To deliver the service the section must:

• Be customer focused, modern and efficient.

Ensure that the customer is aware of their entitlements and make it as easy as possible to claim them. They must be dealt with in a timely and friendly manner.

Action being taken:

A feasibility study to introduce a window based fully integrated software system is being undertaken. Document Imaging and workflow is being introduced in 2004/05. The result of a bid to the Government for a free telephone line' for customers who have difficulty completing forms is expected shortly.

• Be speedy and accurate.

The major criticism of Benefit services throughout the country is the time taken to pay customers their entitlement. We must deal with the cases as quickly and accurately as possible. There are national performance indicators produced quarterly and we will monitor our performance against the top quartile.

Action being taken:

This will enable any deficiencies to be rectified quickly and targets to be set. Bid for a Training and Monitoring officer is being made to the Government to instigate monitoring procedures.

• Reduce the risk of error.

Staff are given sufficient training to be able to deliver the service. There will be regular checks made on all areas of work to try to eliminate errors.

Action being taken:

From these checks any areas of weakness can be identified and specific training undertaken.

• Reduce the risk of fraud.

The information given to customers will clearly explain the need for verifying details. The policy for prosecution of fraudulent claimants (copy attached) will be published. Customers will be reminded of the consequences of giving false information and failing to inform us of changes in circumstances. The staff are fully trained on fraud awareness.

Action being taken:

Monitoring of work to check the awareness of staff to fraud. Regular training undertaken.

• Provide the resources to deliver the intended service.

We will ensure that the service is adequately staffed and that efficient and effective software is used to deal with all aspects of the Benefit Service.

Action being taken:

New technology is being introduced and will be monitored to ensure that the most efficient and effective systems are used.

• Accessible to everyone in the community.

The service is outward looking. Outreach work is being undertaken.

Action being taken:

They will visit customers in their homes, if requested. Surgeries in the main areas will be set up. Talks to local organisation, clubs etc. will be made on request. Telephone lines available for people who have problems completing forms. The possibility of using library buses to reach outlying areas is being investigated.

• Ensure customers receive the benefit for which they are entitled.

When advising customers of their entitlement to housing and council tax benefit we will also advise them of any other benefit/pension they may be entitled to.

Action being taken:

Outreach work will inform the public of their entitlements

• Minimise barriers to work.

Make available to customers the information allowing them to make informed decisions regarding return to work.

Action being taken:

Reviewing all information leaflets and outlets.

• Recover overpayments.

Any overpayments will be recovered by deductions from on-going benefit or by issuing a sundry debtor invoice and taking action through the County Court.

Action being taken:

Introduction of 'fast track' system for recovery of debts in court. Investigate the feasibility of an integrated Benefits and Debtor system to help with recovery of overpayments.

• Reduce the level of fraud and error while investigating and punishing fraud.

A clear Prosecution Policy to reduce the amount of fraud committed. By taking action to prosecute fraudulent claimants the council will reduce the number of cases that will re-offend. Formal cautions and Administrative Penalties will also reduce the level of fraud. Encourage the public to inform the council of any information concerning possible fraud.

Action being taken:

Actively prosecuting fraudulent claimants and publicising court cases. Joint working with department of Works and Pensions

• Encourage a strong culture of good performances within the organisation. Publishing the Performance Indicators for each service shows how well they are performing.

Action being taken:

Publicising the good work of the service

• Strive for continuous improvement.

Staff are continually reviewing the service and looking at best practice in other authorities, this should be encouraged at all times. Consult with customers and colleagues to seek areas of improvement.

Action being taken:

Comparisons with other authorities and discussing good practice with excellent services.

Review

The vision, the mission statement and the service delivery will be reviewed every year as part of the Service Plans reported to members.

The review will identify 'good practice' from other authorities, plan for the changes proposed for benefits and consult with the customers to ensure that the service is successful in dealing with their needs.

The review will be undertaken by the section, ensuring that all members of the team are aware of and in agreement with the strategy.