Wokingham District Council

February 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: Post opening
  
• Appendix C: Case studies

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