Issue - meetings

Report FSD20005

The report provided information regarding the performance of the benefits service provided by Liberata during the period 1 April 2019 to 30 September 2019.  A letter from Amanda Inwood-field, Liberata’s London Regional Contract Director, providing Liberata’s perspective on performance, together with an update on initiatives to be introduced in the coming months was attached to the report.

In opening the discussion the Chairman noted that performance had been good, although there had been a blip in the error rate in September.  Representatives from Liberata reported that this had been a result of the upskilling of assessors and performance had subsequently improved.

In considering benchmarking against other authorities, representatives from Liberata confirmed that steps were continually being taken to improve service performance and it was anticipated that the introduction of the self-service module would deliver further improvements.

The Chairman congratulated Liberata on its performance and the Committee requested that on behalf of the Committee the Head of Revenues and Benefits formally write to Liberata’s London Regional Contract Director to pass on the Committee’s thanks.

A Member noted that it would be helpful for the Committee to understand the trends in relation to statistics concerning the percentage of new Universal Credit claims being paid in full at the initial first payment date.  In response to a further question, the Head of Revenues and Benefits confirmed that the Council continued to have strong links with the DWP and Job Centre in order to support vulnerable residents across the Borough.

RESOLVED: That the report and the letter provided by Liberata be noted.