Agenda item

Report FSD17062

Members considered Liberata’s performance in the provision of Exchequer Services for the period 1st April 2016 to 31st March 2017. A letter from Liberata’s Contract Director appended to Report FSD17062 provided an update on individual services.

The collection rate for in-year sundry debt at 31^st March 2017 was 87.51% (88.76% excluding CIL), against a target of 91%, representing a £1.75m shortfall (or £1.15m excluding CIL). Adjusting the in-year collection rate for debts which cannot be pursued, the revised collection rate amounted to 91.44%, 0.44% over target.

The out-of-year (aged debt) collection rate across all financial years was 99.45% with £3.85m collected in 2016-17. A number of factors continued to affect out-of-year collection - sums remaining in dispute, sums secured by Charging Orders (realised on property sale), and sums to be written-off. If the collection rate was adjusted to take such factors into account, the collection rate would increase to 99.73%.

The total debt for utilities at 31^st March 2017 comprised £484.7k representing a 26%  increase on the previous year. Although the debt had reduced with most utility companies the BT debt remained high at £251.5k.

The Income Team raised 13,212 sundry invoices with a value of £55.43m from 1^st April 2016 to 31^st March 2017 (with 1,485 invoices valued at £3.66m subsequently cancelled). A decreased number of invoices raised compared to previous years was attributed to a change in the billing process for the Carelink service which moved to annual April billing for each client.

The outstanding Trade Waste debt at 31^st March 2017 amounted to £161k, a reduction of 30% compared to the same time last year.  

For Nightly Paid Accommodation Charges, the outstanding debt at 31^st March 2017 was £3.77m for current and former occupiers (compared to 2.6m at 31^st March 2016) with the number of clients in temporary accommodation increasing (the collectable rent debit for current clients increased by 22% since March 2016, and 60% when compared to March 2015).

For the Accounts Payable service, undisputed invoices paid within 30 days remained at 99%, 1% above target. Invoices paid within 20 days increased from 97% at 31^st March 2016 to 98% in March 2017.

For Financial Assessment and Charging, a slight drop in the time taken to complete financial assessments is normally caused by work undertaken each March/April to complete uplifts for over 2,500 clients; income is not affected as the charges can be backdated to the start of the service.

For Appointee and Deputyship, 97% of applications were referred to the Panel within 14 working days (target 100%) and all invoices for charges were raised within two months of the anniversary of the Court Order (meeting the 100% target).

Overall, Liberata was considered to have performed well throughout the period; where there had been dips in performance recovery plans were put in place and monitored resulting in improved performance. Liberata had also undertaken to improve the quality of data provided.

Report FSD17062 also outlined plans for ongoing improvements and officers had worked with Liberata on a number of projects to streamline processes and make them more efficient. Liberata also conducted a Customer Satisfaction survey last August of a selection of customers/service users using the Accounts Payable and Sundry Debtors service. A total of 56 surveys were returned, 37 complete and 19 partially completed and the report briefly outlined outcomes including:

•  a need to review communication - 19.5% of responses referred to not finding Liberata/Council communication easy to understand e.g. confusing calculations and insufficient information on invoices; and

•  6.98% not being satisfied with a response upon contacting Liberata.

Positive comments were also received, some outlined in the report.

Numbers of justified and unjustified complaints received over the previous three years were also listed, the number of complaints being considered relatively low for the range of services provided.

In discussion, concern was expressed at the level of increased utility debt with the BT debt in particular remaining high. The matter had been raised with the Environment and Community Services Department and it was suggested the Director be asked to attend the Committee’s next meeting. It was suggested that contracts include wording to cover the withholding of a payment sum (e.g. to BT) for any amount owed to the Council. Another Member asked why the utility debt had been outstanding for so long. The issue had been included as a matter arising at a previous Environment PDS meeting and it was understood the debts remained outstanding as the sums are in dispute.

As data in the report was provided to 31^st March 2017, a further request was made for more up to date information (in future reports).  

Concerning Nightly Paid Accommodation Charges and tackling the increasing debt level, all concerned were working together so that benefit can be paid quickly to cover the charges. Universal Credit will also be looked at to help recover debt. A broader approach to reduce the need for temporary accommodation was covered in the Council’s Revised Homes Strategy. Universal Credit had a significant impact for temporary accommodation and it would be removed from nightly paid charges. Officers also looked to continually try and convert nightly paid charges to other schemes.

RESOLVED that:

(1)  information contained within Report FSD17062 on performance to 31^st March 2017 be noted along with action taken to address any performance issues; and

(2)  the Director of Environment and Community Services be asked to attend the Committee’s next meeting concerning the matter of outstanding utility debt.