ARCHIVED news story
South Norfolk Council benefits service is the 'best in Britain'
Released on 24 October 2007
Five years ago, our benefits service was in a mess. Today we have a motivated, businesslike and efficient service which our people value
Councillor Garry Wheatley, Cabinet Member for Resources
South Norfolk Council has the best benefits service in Britain according to an analysis of council performance figures collected by the Government.
This is the result of a transformation in the council's benefits service.
- On average today in South Norfolk, new benefit claims are taking 11 days to process.
- The standard required for the best councils in Britain is 30 days.
- Five years ago, it took a staggering four to six months.
- If all the right documents are ready to hand the process in South Norfolk can be finished in a day.
- And 100% of these claims are processed accurately.
The figures given to the Department of Work and Pensions by all councils for 2006/07 have been analysed by a software company, which works for local councils and housing organisations. It has ranked the councils in order of performance.
This analysis by IBS OPENSystems plc of Newbury, Berkshire, puts South Norfolk Council top out of all local councils in England, Scotland and Wales.
Five years ago, new claimants had to travel to the council's headquarters to get claims processed.
Today, benefits officers visit new claimants at home, saving the claimants' time and money.
Valuable documents like passports are captured electronically during the visit, which saves claimants the worry of losing them in transit.
Home visits also mean council officers can deal on the spot with problems they may see like poor insulation, damp, the need for home help or care and repair services.
They can organise that help from the council or from the right partners and agencies quickly.
Councillor Garry Wheatley, Cabinet Member for Resources, said:
“This is an excellent turnaround.
"We are now light years away from the days when claims were double or triple handled, where bureaucracy got in the way of people getting the benefits they desperately needed.
"Five years ago, our benefits service was in a mess. Today we have a motivated, businesslike and efficient service which our people value.
"And if you are vulnerable, that can mean the difference between paying the rent on time or losing the roof over your head. It's that serious.”
South Norfolk Council's benefits service is recognised across the country as a leader in the field and is routinely contacted by other councils for advice and help.
It is also a pathfinder local council chosen by the Government to pilot the Local Housing Allowance, which will roll-out nationally from April 2008.
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Contact us
| contact officer/team: | Communications Team |
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| web: | online enquiry form |
| email: | communicationsteam@s-norfolk.gov.uk |
| telephone: | 01508 533611 or 01508 533983 |
| minicom/textphone: | 01508 533622 |
| address: | South Norfolk House Swan Lane Long Stratton Norwich NR15 2XE |
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