Improving NNDC's Benefits Service

North Norfolk District Council is working with the Benefit Fraud Inspectorate's Performance Development Team to develop a comprehensive plan to improve its benefits service over the next two years, after a BFI assessment found NNDC to be falling short of national performance standards.

NNDC's benefits service has been making improvements since it was rated "Fair" by the Audit Commission through a Comprehensive Performance Assessment (CPA) in 2003. BFI officers visited NNDC in January and February 2005 and compiled a 200-page report on their findings, also concluding that the standard of housing and council tax benefits administration and anti-fraud activities was "Fair", but showing where further and continued improvements are needed.

The BFI's own news release, the inspection report, and a summary of the CPA findings can be found at: www.bfi.gov.uk

A number of issues identified in the report are already being addressed, and recommendations made by the BFI are already being followed. Key BFI findings include:

• delays in processing new benefits claims or changes in people's circumstances, because of a backlog of work - NNDC is introducing new computer systems to help cut the time it takes to process new claims and changes in circumstances;
• under-resourcing of counter-fraud work - NNDC established a fully-resourced counter-fraud team in January 2005, and its effects are now being felt with six claimants formally cautioned (similar to police cautions) and one given an 'administrative penalty' (a type of fine) since April;
• problems of overpayment of benefits by NNDC, collection of information to help with debt management, and failings in creating a culture of intolerance of fraud - NNDC now has Benefits Overpayment, Corporate Debt Recovery, Prosecution and Counter Fraud Policies in place.

Councillor Peter Moore, Cabinet Member for Resources, said: "Solving the problems with our benefits service is a huge priority for us. We know that many people depend upon benefits, and our staff are working tremendously hard to beat delays and get the money to the people who need it, while we harden our processes against the fraudsters who don't."

ENDS