Issue - meetings

Report FSD20102

The report provided information regarding the performance of the benefit services provided by Liberata during the period 1 April 2020 to 30 November 2020. A letter from Amanda Inwood-Field, Liberata’s London Regional Contract Director, was attached as Appendix 1. This communication provided Liberata’s perspective on performance, together with an update on initiatives to be introduced in the coming months.

In opening the discussion, the Vice Chairman requested that in future reports it would be helpful for the KPI to be shown in the graphs included within the report.

Members noted that during the Covid-19 pandemic the Service had adopted the Department for Work and Pensions’ (DWP) “Trust and Protect” principles which enabled residents in receipt of Housing Benefit to submit information and evidence via email.  The policy was closely monitored.  Members noted that Liberata had a Corporate Visiting Team which included 6 Visiting Officers who, under normal circumstances, would visit vulnerable people at home.  During the Covid-19 pandemic, all documentation submitted by vulnerable claimants under the Trust and Protect principles would be reviewed once visits could resume.  Any incorrect documentation that had been submitted would result in an overpayment which would be subject to recovery.  The Chairman requested that a line in respect of this issue be added to the Corporate Risk Register.

In respect of the Administrative delays referenced in the report, noting that the issue had now been rectified the Chairman requested that details of the lessons learnt be included in the next report to the Committee.

In conclusion, the Chairman thanked colleagues in Liberata for the work they had been undertaking during the Covid-19 pandemic noting that under the circumstances levels of performance had been very good.

RESOLVED: That the report be noted.