Rhondda Cynon Taf County Borough Council

March 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 decision notices
• Appendix C: Internal security