How we are doing?

Benefit Performance Information for 2007/2008

 performanceposter.pdf (152K)

Benefit Customers User Satisfaction Survey (BVPI80)

This survey is carried out every 3 years and measures the satisfaction levels of customers using the Benefit Service. Both reports are shown below. 

 EBCBenefitsUserSurveyReportv2.doc 2006/2007 (275K) 

 BenefitUserSurveyReport20032004.doc 2003/2004 (144K)

Outcomes and changes to the Benefit Service as a result of the surveys

Telephone Service

A 'call-back' service has been provided for customers calling at peak times. If contact details are provided on the answerphone, a call back is made to the customer as soon as a Benefits Revenues Officer becomes available.

Following on from the finding of the 2006/2007 survey, a telephone survey was carried out in the Benefit Service in March 2008 to monitor performance and satisfaction levels. It is intended a similar survey will take place on an annual basis. The results of this survey can be viewed below.

 TelephoneSurveyReport.doc (5319K)

In addition, the response times for answering the calls are monitored and reviewed on a monthly basis.

 20072008responsetimes.doc (330K) 

Benefit Application Form

An area for improvement identified by both surveys was the Benefit Application Form. In response to this we have developed a shortened form in consultation with our Housing Options Team for customers applying for benefit and are in a homeless situation.

In addition, a new benefit application form has being designed and will be used in a consultation exercise with outside agencies such as Registered Social Landlords, Customers and The Citizens Advice Bureau.

Processing Times

Even though the satisfaction with our processing times improved in the 2006/2007 survey, a '2 Working Day Processing Promise' has been implemented for customers submitting complete claims to our Revenues and Benefits Customer Services Advisors. Further incentives will be sought to reduce the processing times wherever possible.

Providing Information customers can understand

In response to comments regarding of the information we provide, a range of Benefit Leaflets and Forms have been designed to inform customers on a variety of Benefit issues.

Combined with the '2 Working Day Processing Promise', Benefit Revenues Officers are telephoning customers after their Benefit has been assessed to inform them of their entitlement. This ensures they understand how much they will be receiving and when, and also offers the opportunity for further clarification if necessary. This will reduce the need for the customer to contact the office in person or by telephone when they receive their Benefit Assessment Notification which they need explaining.

Equality and Diversity

It is necessary to carry out periodic monitoring of the race, gender and age of the users of the service to ensure we are providing the right service. To achieve this we will issue a Equal Opportunities Monitoring Information Form with questionnaires and surveys, but the completion of this form is optional. By analysis of this information we can establish who our customers are and work towards shaping our service to meet their needs.

We will also be developing ways of targeting the hard to reach groups to ensure we provide a good service to all those entitled to use it.

All the work carried out will be in accordance with the Corporate Equalities Plan.

Complaints, Comments and Compliments (CCC's)

We value all feedback we receive from customers. CCC's are analysed monthly to see if there are any reoccurring themes which need to be dealt with. It also provides valuable information of how the service is performing.

In 2007/2008 4 comments, 6 compliments and 14 complaints were received. Of these 7 did not require a reply and the other 17 were all answered within 15 working days.

Investigation of the complaints showed no common themes which needed immediate addressing. As Housing and Council Tax Benefit is a statutory service and covered by Legislation and Regulations, it is difficult to resolve issues regarding Benefit entitlement which have been assessed in accordance with Legislation and Regulations.

One complaint was regarding information provided to a customer which was incorrect. As a result front-line staff providing Benefit information had refresher training on the issue in question. As part of the continual development of staff and the service, a proposal has been made to Senior Management to hold 1 hour training sessions each Wednesday for front and back office Benefit staff. As yet no decision has been made.

Benefit User Group - We Need Your Help!

To enable users of the Benefit Service to have their say in how the service is shaped, we are hoping to have a group who will help and advice us. Group members can chose to take part in person by way of focus groups, by post by completing postal surveys and questionnaires, or electronically by receiving information by email or via our web site.

If you are interested in being part of the User Group please contact the Benefits Office on 0115 9071010 or email benefits@erewash.gov.uk