Knowsley Metropolitan Borough Council

July 2004

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 observations
  
• Appendix E: Document image processing
  
• Abbreviations

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