Agenda item

To review this ‘amber’ performance area to ensure that appropriate remedial action is in place (recommended by the Executive – Q1 2017/18). Q1 exception reports contained on pages 75-77 of this agenda pack.

The Committee considered a report (Agenda Item 7.e) concerning the timeliness of decisions for persons making benefit claims. Iain Bell advised that, despite difficulties which included staffing and data/software issues , the Council’s average processing time at the end of 2016/17 for assessing a new claim finished 0.75 of a day below the national average.  The information was verified via performance figures published by the Department for Work and Pensions (DWP). Iain Bell also reported that data/software issues had been alleviated by the installation of a new server in March 2017. In terms of staffing, two vacant posts had recently been filled.

Councillor Ian Morrin asked whether there were any future challenges likely to affect the rate of processing. Iain Bell explained that the full roll out of Universal Credit, in December 2017, meant that the team would be required to support new claimants in making and maintaining applications as well as assisting the DWP Assessment Centre in the assessments of new claimants. This would result in an increase in activity which attracted additional funding but was not subject to these performance measures. Iain Bell stated that the impact would be closely monitored as these changes came into effect. 

In response to questions asked by the Commission, Iain Bell advised that the team would be required to assist with completing applications and maintaining existing claims – there was no intention of monitoring the transfer of cases from the existing claim systems to Universal Credit claims. Therefore, the volume of claimants and the degree of impact was unknown.

Councillor Marigold Jaques asked what support would be available to residents wanting to make a claim. Iain Bell explained that staff would undergo training in advance and become a dedicated resource to assist applications with the process. The Council would receive funding for the first 2 hours spent assisting each claimant with their application – a national grant provided at a flat rate.

Andy Day asked whether the training was available to staff in Libraries and Family Hubs also. Iain Bell advised that training was available to Council staff, Registered Landlords and staff working at the Citizens Advice Bureau.

Councillor Morrin requested a ‘frequently asked questions’ sheet for all Members in order that they could respond to their residents questions about the Universal Credit process. Councillor Richard Somner suggested that the information could be made available to Parish Councils also – in order that they could support the distribution of key messages and advice.

In response to questions asked by the Commission, Iain Bell advised that there would be opportunities within the Universal Credit application process to identify those who did not qualify for Universal Credit but who might still be entitled to Housing Benefit  – these would be dealt with according to existing processes.

Resolved that:

(1)       Iain Bell  develop a ‘frequently asked questions’ sheet for Members around the process of Universal Credits. This needed to be provided in advance of the full roll out of Universal Credit in December 2017.

(2)       The report be noted.