Benefits Service Vision Statement

AIM

The Council aims to provide a Housing Benefit and Council Tax Benefit service which is modern, secure, customer-focused and which meets the following objectives;


T - Timely
A - Accurate
M - Minimise Overpayments
W - Welcoming
O - Optimise Benefit entitlement
R  - Right Customer, Right Amount
T - Technology efficient
H - Helpful

 

Timely
We aim to deliver a Benefits service which is timely in dealing with all benefit claims and associated enquiries. We are committed to deliver appropriate resources to the service so this can be achieved. 

We will strive to reach the targets set in our Service Business Plan and will publish the results of our performance each month on the internet and in Marmion House reception area.


Accurate
We respect our customers’ need for accurate assessments and answers to their enquiries. However should we make an error, we will own up, apologise and put it right as a priority. All Benefits staff will be fully trained in all areas of benefit law and the use of software to ensure reliable advice and accurate payments are optimised.


Minimise Overpayments
Overpayments are a natural occurrence when administering benefits. We aim to minimise overpayments by encouraging the timely reporting of changes of circumstance by our customers and by prioritising our work.  Where overpayments are identified we will seek to recover them in accordance with the law, where appropriate. We will be fair, efficient and proactive.

Our Anti-Fraud and Corruption Strategy is adhered to, reducing the incidence of fraud.


Welcoming
We are aware of the stigma that is sometimes attached to claiming means tested benefits. This could deter some customers from claiming and we are therefore committed to encouraging all applicants and potential applicants to claim their full entitlement. 

We offer to interview every claimant who calls into Marmion House with a claim form,  advise and assist them and to let them know immediately should there be further information needed before we can process their claim. 


Optimise Benefit entitlement
We aim to maximise entitlement to Housing Benefit and Council Tax Benefit and all other State benefits in accordance with our Take Up Strategy. To meet the Government’s Welfare Reform agenda, we will actively promote entitlement to Extended Payments of benefit and Discretionary Housing Payments and give speedy estimated entitlement advice to those who are actively seeking employment.


Right Customer, Right Amount
We are committed to ensure that this basic service requirement is achieved and to ensure the accuracy of payments by requesting documentary evidence to support claims prior to payment. The Valuation Office Agency will be used in all private sector, non-Housing Association/non Local Housing Allowance cases, to determine reasonable local market rent values. 

We will also maintain effective liaison with our colleagues in the Housing Advice Team to ensure that public monies are only paid for decent quality local housing.


Technology Efficient
We are striving to optimise the use of our technology, to improve access to and the quality of our service. Internal training on our specialist software will continue, as we aim to automate more of our processes.

The availability of our Crystal Mark Benefits claim form and calculator via the internet and the facility to do mobile working have been achieved.


Helpful
We recognise that some customers find it difficult to reach us, and we therefore offer a mobile, home visiting service to meet the needs of older and less abled customers.  Interview facilities are adapted to accommodate all disabled customers who visit us. For those unable to deal with their claims, we will encourage the application of the relevant Appointee provisions, to allow another adult to deal with the claim on their behalf.  Translation and interpretation services are also available on request.

We aim to focus on what matters, that is putting the customer first and giving a high quality service.  


Quality Promises
We promise to deal with new benefit claims within 14 days of receiving all the necessary information.

We promise to pay customers the correct amount of benefit first time, every time.