Leicester City Council and Civica

Summary of Submission

Our Housing Benefits (HB) Team is an integral part of Leicester’s wider Revenues, Benefits and Customer Support service. Before 2019, the service had struggled with a backlog of cases for several years. This contributed towards the service being unable to retain its HB overpayment subsidy with the service losing over £2.4M in total from 2014 to 2018. We recognised that we needed to take a fresh look at how we managed the service. We integrated Civica into our team to help us manage and improve our operational processes. With this collaborative management approach with Civica we cleared the backlogs, removed our overpayment subsidy loss and attracted an additional £600,000 over 2 years to our annual budget.

Between 2019 and 2021, our priorities have been:

  • A flexible and responsive service that maintains high levels of service performance in a highly cost-efficient manner
  • A highly customer centric service that provides positive customer experience through each available access channel
  • A resilient, consistent service on an operating model with a common set of management tools
  • Increased self-service and channel migration built on customer insight to enable customers to self-serve and reduce the demand on the service
  • Supporting the Council’s Covid effort delivering test and trace support payments, welfare calls for the Clinically Extremely Vulnerable (CEV). Completing online forms for discretionary applications as well as Covid winter grant awards, food, fuel, clothing, bedding and white goods.


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