Telford & Wrekin Council benefits team wins award

It recognises a year of transformation and performance for the service, which has been under increasing pressure to meet customer demand as more and more people apply for Housing Benefit or Council Tax benefit as a result of the economic situation and increased unemployment rates.

Over the last two years, the number of customers receiving either Housing Benefit or Council Tax benefit in Telford has increased by 18 per cent.

During the same period, the Benefit Service has introduced a variety of new ways for customers to apply for their benefits that has reduced costs significantly, while producing some of the best processing times in the West Midlands.

Customers making a new claim for benefits now have the option of making an application over the phone, or visiting First Point where an experienced benefit assessor will take all of the necessary information needed to assess an application, and where possible, make a decision and calculate the benefit on the spot.

This has reduced the time it takes to inform a customer of their benefit entitlement to just six days from the day the benefits team are first contacted.

This is a significant improvement on the traditional paper application form system which would typically take several weeks.

Speaking to the customer in person also allows them to ask any questions they may have and assist with any other issues connected to their benefit application.

Cllr Liz Clare, Cabinet member for Adult & Social Care, said: “Despite having to cope with cuts in funding imposed by the government, the benefits team have implemented a lot of changes and have coped tremendously well with the increase in claim applications.

“I’m thrilled they have been recognised with this award as they truly deserve the accolade and I want to send my congratulations to every single member of the team.”

The awards presentation took place on Wednesday 21 September at Telford International Centre where the IRRV were holding their annual conference.