Issue - meetings

Report FSD21037

The report provided information regarding Liberata’s performance in the provision of Exchequer Services for the period 1^st April 2020 to 31^st March 2021. A letter from Amanda Inwood-Field, Liberata’s Contract Director, provided an update on each individual service and was attached at Appendix 1 to the report with statistical data relating to the services shown in subsequent appendices.

In opening the discussion, the Chairman asked what action was being taken to address issues around sundry debtors.  In response, the Committee heard that reminders were sent as the end of the year approached although the process was not always simple as some invoices required certain negotiation prior to the final invoice being agreed.

In relation to the debt advice provided to individuals who may be experiencing financial difficulties as a result of the pandemic, the Committee noted that there was a payment deferral period as well as new legislation to provide ‘breathing space’ to people experiencing financial problems.  Members also noted that clients were also advised to seek independent debt advice.

In response to a question, the Committee noted that in terms of disputed debt, further analysis would need to be obtained in order to review the age profile of the debt.  In relation to the BT debt, the Committee noted that an update on how the dispute was being managed would need to be obtained from the Service Department.  It was agreed that responses to these points would be addressed in the next monitoring report presented to the Committee.

Members noted that performance in respect of Financial Assessments had dipped as a result of the loss of key staff at the beginning of the year.  This was a very technical package which required specialist training for staff.  Resourcing issues had now been resolved and the target was being achieved with assessments being turned around in 10 days.  In response to a question from the Chairman concerning workforce stability, the Committee noted that recently Liberata had already transitioned to its post-Covid operating model and had started to recruit to a shared service centre which would provide increased resillience.

In relation to online residential reviews, the Committee noted that there was an alternative paper-based version in addition the setup of the Service enabled resources to be targeted on supporting vulnerable clients with completing the review either online or paper-based.

The Committee acknowledged the importance of ensuring that adequate controls were in place for payments.

RESOLVED: That the report be noted.