Recommendations
10 We recommend that Ashford:
- develops publicity material for ABS and improves customer reception facilities. For example, by making more use of private interview facilities
- strengthens and fully documents management checks on benefit assessment, particularly for counter-fraud work
- reviews individual staff targets to make sure they are linked to overall objectives
- continues to address EA concerns on the subsidy claim and improve management and financial information for ABS
- urgently strengthens overpayment recovery processes, including a wider use of recovery options and better management information
- develops counter-fraud work, strengthening investigative processes (particularly its ability to undertake prosecutions in-house). The current generic investigator policy should be reviewed
- undertakes further comparative exercises as more information becomes available, focusing more explicitly on the top 25% of LAs; and
- refines its action plan to:
- identify resources
- set priorities for actions; and
- develop the sections on counter-fraud and overpayments.
Acknowledgements
11 We thank Ashford officers and Members for their help and co-operation throughout our inspection. Ashford reacted very positively both to our inspection and emerging issues.
12 This report has been prepared following an inspection by BFI under section 139A of the Social Security Administration Act 1992. The report has been made to the Secretary of State for Work and Pensions and he has issued it.