Standards For Providing Benefits
Vision Statement For Providing Benefits
By developing our staff and the use of modern technologies, we will deliver to the people of Poole a Benefit Service for the 21st Century showing, care, commitment, best practice and fairness.
Our Goals
- Ensure benefit is paid accurately, efficiently and promptly
- Ensure our customers receive accurate and timely advice
- Ensure barriers to work are minimised
- Ensure customers are able to access and maintain decent accommodation by the efficient and accurate processing of benefit
- Ensure fraud is kept to a minimum, but where it is detected the appropriate penalty is administered.
- Ensure overpayments recovered in an efficient and effective manner.
- Ensure benefit take up is maximised and the public are aware of the scheme
- Ensure that our service is consistent with the objectives of the Government’s Performance Standards.
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Ensure all employees are developed to their full potential
Our Targets To Provide Your Benefits
Our aim is to process claims as quickly and accurately as possible. Government targets are to process a new claim within 36 days and process a change in circumstances within 9 days. For 2005/6 we will strive to achieve these targets.
We will expect to reply to letters concerning housing benefit or council tax benefit within 14 days.
Benefit Service Performance Indicators
Monthly report for November 2005:
| Description | Month | Year to Date | Last Quarter Figure |
|---|---|---|---|
| Average time to make a full decision on New Claims (Number of days) | 33.24 | 38.65 | 37.51 |
| Average time to make a full decision on Change of Circumstances (Number of days) | 14.18 | 19.26 | 22.45 |
| Number of new Claims decided in 14 days | 73.89% | 59.44% | 68.72% |
| New Housing Benefit Claims paid on time (%) | N/A% | 90.37% | 89.17% |
| Accuracy of processing (Quarterly %) | N/A | 91.60% | 95.20% |
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