Issue - meetings

Report FSD1702

Members considered the performance of the benefit services provided by Liberata from 1st April 2016 to 30th September 2016.

For future presentation and to help correlate information against presented graphs, a Member asked that the table on Claim Processing, indicating Liberata’s performance against a target of 13 days, be split to show performance against the time taken to assess new claims and the time taken to assess a change of circumstances.

Although the monthly error rate appeared to increase in the year to 30^th September 2016, the level had reduced in October and November and the Chairman suggested it was necessary to see more recent figures.

Although the level of caseload had declined since October 2014, it was noted that total outstanding work sat at 5,575 items including 2,582 pending items awaiting information from the claimant and/or third party. It was indicated that Liberata’s “post bag” was now different with reference made to RTI files. Within a file it was now possible to receive 150 separate files which was not the case some two years previously. More documents were now being received in each file and it had been necessary to revise figures on outstanding work. Given the increased documentation, a review of outstanding work and pending figures had been completed and revised service standards were now in place.

The level of new Housing Benefit claims appearing to be processed outside of the 13 day target was also highlighted. However, it was explained that the target covered both new claims and change of circumstances. Nevertheless, it was felt necessary to know whether the delays were on the part of the service provider or on the part of the claimant.  

RESOLVED that the information contained within Report FSD1702 be noted along with the Liberata letter at Appendix 1 to the report.