Issue - meetings

Report FSD24046

The report provided information regarding the performance of the Benefits Service provided by Liberata for the period 1 December 2023 to 31 March 2024. A letter from Bola Odunsi Liberata’s  Regional Contract Director (London and Southeast) was attached as Appendix 1 to the report. This communication provided Liberata’s perspective of performance, together with an update on initiatives to be introduced in the coming months.

In response to a question concerning the support that was provided to more vulnerable people, Liberata’s Regional Director (London and Southeast) explained that some online support was available as well as face-to-face support in Reception.  It was highlighted that the Customer Services team were trained to guide customers through the process. Visiting Officers were also available to provide support where necessary.

A Member expressed concern around the number of abandoned calls, it was noted that calls were taking longer to deal with and some of the calls were repeat calls.  The Committee received confirmation that the ‘retain pace in queue’ functionality was available for this service.  It was agreed that a breakdown of abandoned calls would be presented in January 2025.

In response to a question concerning the Overpayments Strategy and the number of carers being fined, it was agreed that the information would be provided to the Committee following the meeting. 

In response to a further question concerning the number of people receiving Council Tax Support, it was noted that the scheme in question was in place some months ago and it could be that there were issues around eligibility.  It was agreed that the Assistant Director for Exchequer Services would provide further detail following the meeting.

RESOLVED: That the report be noted.