News

The benefits service provided by Torbay Council is 'fair' and has '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 speed of processing claims has improved but accuracy is relatively poor. The Council deals well with vulnerable people. It is effective at tackling error and reducing benefit fraud. And the service is working well to combat some recession and unemployment issues.

Martin Green, Audit Commission senior manager, said:

'I am pleased to see the improvements the Council has made in its housing benefits service recently. In particular it is now focusing on getting the right benefits to people at the right time. And this should help to make sure that the Council doesn't lose out on government subsidy in the future. It is heartening to see that the benefits service is encouraging people to claim the benefits they are due and helping to combat some wider unemployment issues - for example, flagging up local businesses that may need support. The Council needs to carry on improving accuracy of payments. Also senior managers and councillors need to make sure they know how well the service is doing in the future.'

Strengths include:

The Council works well with partner organisations to make sure people can access the service in a number of ways.
It actively encourages people to get the benefits they are entitled to.
Customers are involved in shaping the service.
The Council has adapted the way it delivers the benefits service to specific groups, such as older people.
Processing times, and the accuracy and recovery of overpayments, have recently improved.

Weaknesses include:

It can sometimes take too long to get through on the phone.
Payments are not always accurate - the Council is working hard to make sure that more people get the right benefit at the right time, but has more to do.
There is a lack of focus on value for money. The service costs are comparatively high and focusing on speed rather than accuracy in the past resulted in a loss of over £1m in government subsidy over the last 4 years.

To help the service improve, inspectors made a number of recommendations. These include:

Increase the use of technology to provide a better service.
Ask customers what they want and be clear with them about what they can expect.
Improve information for managers and councillors to ensure that past mistakes can't be repeated.

The Service is run in-house with 60 full-time equivalent staff. The cost of running the Service in 2008/09 was £2.2 million of which £1.7 million is funded through a grant from the Department of Work and Pensions, with the balance being met by the Council.

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, auditing the £200 billion spent by 11,000 local public bodies.
As a force for improvement, we work in partnership to assess local public services and make practical recommendations for promoting a better quality of life for local people.

For further information, or for an embargoed copy of the full report, please contact: Callum Collins Regional Communications Manager (Southern) on 0844 798 8844

IRRV Alert - week ending 19th February 2010

News

Torbay residents get a 'fair' benefits service, and outlook is 'promising' says watchdog

Notes to editors

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