London Borough of Hackney

September 2003

Highlighted parts of this report are omitted from the published version as they may assist fraudsters, contain confidential information or unnecessarily identify individuals.

Contents

• Executive summary
• BFI findings
  • Strategic Management
  • Customer Services
  • Processing of Claims
  • Working with Landlords
  • Internal Security
  • Counter-fraud
  • Overpayments
• Appendix A: Summary of recommendations
• Appendix B: Analysis of claim form
• Appendix C: Analysis of decision notices
• Appendix D: Post opening
• Appendix E: Internal security
• Appendix F: Progress against 2001 report recommendations