Diary facility not currently used to control cases.

Setting the diary facility could control known changes of circumstance. The diary reports should then be run daily/weekly for staff to take the appropriate action.

Enforce password changes.

Improve the security of the system. This is covered in more detail in Making sure things work.

Restrict access levels for different users.

Improve the security of the system. This is covered in more detail in Making sure things work.

Prompt for note book entries.

Encourage the use of note books to share knowledge of each case in a timely manner. In particular this would help the call centre staff who do not have access to the files.

Event logs can report activities by:

• User
• Dates
• Cases
• Type of work.

There is an audit trail of all update action available, which records the user, date, and time of activities. Managers for statistics and workflow monitoring can use these types of reports.

Report on claims processed.

Accurate reports of work processed on a daily/weekly/monthly basis.

Report on claims received.

Accurate reports of new claims received on a daily/weekly/monthly basis.

Suspension of cases where queries have arisen.

This will avoid or reduce the number of LA error overpayments. For example when council tenancies are suspected of being abandoned or where fraud investigations are being conducted.

All suspended cases are reported at the front of the payment reports and therefore can be regularly reviewed to ensure suspension is still applicable.

Determination inhibitor.

This facility has been available from version 17, however we are aware that no Capita sites are currently using this feature. In the absence of this, reports of the cases processed daily should be passed to the determination team for them to ensure that all cases have been determined.

Correspondence reports.

Statistics can be reported for correspondence received and those items outstanding. This can only be effective if all correspondence is logged when received and then marked as completed during the assessment process.

Reminder letters.

Following requests for further information, reminder letters can automatically be produced at set times. This feature will only work if post received is logged correctly, for example, if a request is sent for a payslip then if received it must be recorded against the correct entry.

Significant birthday updates.

The Academy system does produce a report to show claims where significant birthdays have been reached. Lambeth does not regularly run this report and reassesses claims as necessary.

Standard Query Language to on the number of claims per property.

The system does not control the number of claims for each property, so potentially many claims could be made for the same address even though it is not a house of multiple occupancy. This could remain undiscovered if the claimant has not requested CTB. Interrogation reports should be reviewed to reduce the risk of fraud.

Claims paid on indicative rent levels.

These should be regularly reviewed to ensure that RO decisions have been obtained and acted upon.