Council Benefits Service Achieves Exceptional Performance
Telford & Wrekin Council’s benefits service has achieved exceptional performance in the first quarter of the current financial year – despite a backdrop of increasing workloads and a reduction in resources.
Newly released performance figures from the Department for Work and Pensions measure the time it takes a council to calculate a customer’s housing and council tax benefit.
These figures show that the national average processing time between April 1 and June 30 was 13 days but in Telford and Wrekin it was only 10 – the joint best result of all West Midlands councils.
Over the same time period, Telford & Wrekin Council’s Benefits Service has reduced its operating costs by around eight per cent, with no impact on front line services.
Councillor Sean Kelly, cabinet member for a Community-Focussed, Efficient Council, said: “This comes at a time when the number of customers claiming Housing and Council Tax Benefit has sharply increased as a result of the economic downturn.
“In Telford and Wrekin, we have had an increase in the number of claims in payment of over 18 per cent over a two year period.
“We will continue to strive to bring the best possible benefits service to the local taxpayer in Telford and Wrekin and aim to build on these positive figures as we go forward.
“Over the last year, the council has introduced a number of new initiatives to speed up the processing of benefit claims, as well as making the process easier for customers to understand.
“This has included the introduction of a benefit fast track service in the council’s First Point One Stop Shop at Civic Offices, which means that customers who have the correct documents can have their benefit calculated on the spot while they wait.
“I would very much encourage people who visit First Point to take advantage of the fast tracking system whenever possible to help us provide the most efficient service possible and see as many customers as quickly as we can.”
