London Borough of Harrow

August 2003

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

Content

• Executive summary
• BFI findings
  • Strategic Management
  • Customer Services;
  • Processing of Claims
  • Working with Landlords
  • Internal Security
  • Counter-fraud
  • Overpayments
• Appendix A: Progress against recommendations 2000
• Appendix B: Summary of recommendations