London Borough of Lambeth

November 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: Claim form analysis
• Appendix C: Analysis of decision letters
• Appendix D: Progress against recommendations made in 2001
• Appendix E: A user's perspective
• Abbreviations

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