Anglia Revenues Partnership

Summary of Submission

Anglia Revenues Partnership (ARP) is a five-authority partnership delivering high-quality Revenues and Benefits, enforcement and fraud services. 

Its Benefits team administers over 13,000 Housing Benefit claims and 41,000 Council Tax Reduction claims, distributing £58 million annually. 

The team has shown resilience and innovation in responding to Universal Credit growth, automating high volumes of change records, piloting migration notice automation and improving data sharing with DWP. ARP’s “one team” approach has strengthened workforce flexibility by upskilling staff across Billing, Council Tax Reduction and Housing Benefit, improving efficiency and reducing handoffs. 

The partnership proactively supports vulnerable residents through enforcement referrals, LIFT data, benefit maximisation, discretionary support, debt reduction and links to community advice services. Strong performance is maintained through monitoring, feedback, staff development, team charters and innovation initiatives. 

Overall, ARP demonstrates a collaborative, agile and customer-focused approach that improves outcomes for residents while supporting staff growth and service excellence.

Folkestone & Hythe District Council

Summary of Submission

We have incorporated front facing services into the team allowing the Council to manage customer flow via improved telephone and digital routes; additional cross training is allowing staff to offer resolutions at first contact rather than message taking, aiming to reduce the overall workload into the back-office environment. 

This has been delivered by maintaining high performance levels whilst delivering core services and supporting residents with additional schemes which includes food, clothing, bedding, carpets, beds, white goods, boilers, off grid support and smaller energy efficient items. We have supported the mobile pantry and attend events and agencies throughout the district. We have targeted groups for support using communications, advertising and data intelligence to utilise our resources effectively, allowing us to support the uptake of our schemes as well as Pension Credits, DWP benefits and social water and electric rates; whilst offering a holistic approach to support via our partnership with ReachOut.

Hope 4U

Summary of Submission

Hope 4U's Benefits and Welfare Support Team has grown from a focused welfare service into a multi-project, multi-partner model delivering measurable outcomes across benefits, debt, energy, health, fuel poverty and crisis support. Referrals rose from 834 in 2023-24 to 1,182 in 2024-25, a 42% increase, with financial impact up 87% to £4.68 million. The team mobilised the SPEN Fuel Poverty project (4,219 completed referrals and £6.3 million uplift by March 2025, scaling to 35,299 interventions and £17.6 million by March 2026), alongside National Grid and South Wales LCT delivery. Advisers are the first human point of contact, taking time to understand each household, explain eligibility and support customers through every step, rather than signposting and leaving them alone. With strong administration, new partnerships, improved digital access and a whole-household approach rooted in EDI, the team delivers sustained growth with compassion and professionalism.

Liberata

Summary of Submission

Liberata delivers Housing Benefit and Council Tax Support services for nine local authorities, supporting some of the most diverse communities across the UK. Operating as a single integrated service, the team combines strong leadership, specialist expertise and a culture of continuous improvement to deliver outstanding outcomes for customers and council partners.

Liberata’s award-winning Going Digital and Service Automation Programme, Liberata has reduced manual processing, improved efficiency and increased capacity to support vulnerable residents. By combining innovation, collaboration and a relentless customer outcome focus, Liberata delivers sector-leading Benefits and Welfare Reform services.

In 2025/26, Liberata processed Housing Benefit new claims in an average of 13 days, significantly faster than the typical national average of 21 days, while changes of circumstance were completed in just 4 days compared with a national average of 7 days. Six of Liberata's partner authorities consistently ranked within the top 50 nationally for new claim performance.

Lichfield District Council

Summary of Submission

Despite being a small team, our Benefits Team delivers an exceptional service, providing vital support to some of the community's most financially vulnerable residents. 

A commitment to excellence, innovation, and outstanding customer care has led us to be among the top 20 performing Housing Benefit authorities in the country, setting a benchmark for others to follow. 

Through a complete review and redesign of our Council Tax Support process, we transformed the customer experience, reducing award times from up to 20 days to just one, ensuring residents receive essential financial help when they need it most. 

Our impact extends far beyond processing claims. By building strong partnerships with Customer Services, Housing Services, and Tenancy Sustainment teams, and engaging with residents through community events, we provide joined-up, proactive support for those facing financial hardship and housing challenges. Our professionalism, compassion, and dedication make a lasting difference to residents' lives every day.

Liverpool City Council

Summary of Submission

Liverpool City Council’s Financial Inclusion Team has spent more than 20 years supporting residents facing financial hardship in one of the UK’s most deprived cities. Over the last three years, the team has managed 15,261 referrals and secured direct financial gains in 5,472 cases (35.86%), delivering £28.5 million in additional income through benefits, welfare support and advocacy.

The team’s success lies in its proactive, person-centered approach, recognising that financial difficulties are often linked to wider challenges such as poor health, housing insecurity and social isolation. Through innovative initiatives, including a wraparound support model integrated with Adult Social Care assessments, residents receive tailored, holistic support that improves long-term outcomes.

Highly trusted by residents, elected members and partner organisations, the team combines compassion, expertise and strong partnership working to reduce inequalities, prevent crisis and transform lives, helping thousands of Liverpool residents achieve greater financial stability, dignity and independence.

Walsall Council

Summary of Submission

Walsall Council’s Benefits Service delivers exceptional outcomes for residents across one of England’s most deprived areas, combining high performance, innovation and partnership working. Integrated within Housing and Customer Engagement, the team works seamlessly with Housing colleagues, Registered Providers and external partners to provide early intervention, maximise income and help prevent homelessness.

At the heart of the service are its people. Staff are empowered to share ideas, influence service design and drive continuous improvement, ensuring their expertise directly benefits customers. This inclusive culture has supported innovations such as the pioneering Ascendant Solutions digital Discretionary Housing Payment platform and targeted benefit take-up campaigns using Policy in Practice’s LIFT dashboard.

The service consistently outperforms regional and national averages for Housing Benefit processing while maintaining high standards of accuracy. Supported by strong leadership, professional development and teamwork, staff deliver compassionate, customer-focused support that strengthens communities, improves lives and creates lasting positive change.