3.1 This section of the report records our main findings and conclusions about SABC’s benefit administration and counter-fraud measures. Each sub-section contains our:
3.2 It is important that LAs adopt a corporate approach to the security of benefits, which can be achieved by the adoption of a corporate framework containing:
3.3 We discuss this matter in detail at Appendix G, which outlines key elements in a framework that will help ensure the benefits organisation delivers the quality of service to the public that members and senior officers expect.
3.4 In this section we set out our findings and conclusions about SABC’s benefit administration and counter-fraud work. These are set out under 8 headings, each covering a key component of effective and secure benefit delivery. These components are defined in detail at Appendix A. The first 4, which relate to benefit administration, are:
3.5 The last 4, which deal with counter-fraud work, are:
3.6 Initiation is the planned programme of activities used to gather information to determine entitlement to benefits. The BFI Good Practice Guide highlights the components we consider are required for effective claims initiation, including:
3.7 Although we welcome the good practices SABC has already adopted, notably those outlined in the following paragraphs, we consider that there are opportunities for SABC to improve:
3.8 These potential improvements are also discussed in the following paragraphs.
3.9 We conclude that SABC provides an effective and efficient level of service in the area of benefit take-up. It promotes its services through:
3.10 We found that SABC encourages the legitimate take-up of HB and CTB by providing a wide range of advisory leaflets and information booklets that are clear and easy to understand. SABC also uses rent cards and other written material, for example a council tax leaflet, as a means of informing the public about available benefits. All the LA leaflets, including those for HB and CTB, are displayed with other DSS benefit leaflets in the enquiry reception area at Castle Street and in the enquiry reception area at the Guildhall.
3.11 SABC also has the services of a Welfare Visiting Officer, who specialises in benefit-related issues. In 1998/99 this officer promoted benefit awareness through a programme of visits to warden-controlled accommodation and hostels. The Welfare Visiting Officer works in partnership with other organisations such as CAB, Social Services, mental health teams and money advice workers to raise claimants’ awareness of HB and CTB in particular.
3.12 SABC also works closely with the local CAB. SABC has provided a 5-year programme of funding to the CAB. The CAB provides benefit advice surgeries through the use of a full-time Welfare Benefits Officer, who specialises in HB and CTB issues, but also provides advice on a number of other social security benefits. HB assessment staff can refer cases to the CAB for further advice when they identify a possible entitlement to other benefits. This service has helped reduce the number of follow-up enquiries HB assessment staff make on receipt of claims. It is estimated that the use of this service has resulted in claims to HB and CTB amounting to about £260,000 being made in 1998/99.
3.13 SABC uses:
3.14 We examined these forms for content, clarity and ease of use. We consider that some of the content and the layout could be improved and amalgamated, as it could be misleading (see Figure 3.1). The forms are deficient, as they do not follow all the principles of good form design outlined in Section 5 of the BFI Good Practice Guide.
3.15 Figure 3.1 highlights some of our primary concerns about the claim form.
| Fig. 3.1: Comments on the layout and content of SABC’s claim form | |
|
Issues |
BFI comments |
| Claimant is a relative or is related to a landlord. | There is no explanation of what is meant by the landlord being a relative or related. This question should be asked and an explanation given of its relevance. |
| Claim form does not ask questions about agents. | It is important for SABC to have the correct information. For example, an agent may manage a property on behalf of a landlord who is out of the country, with the rent paid into a bank account. However, it is vital that SABC knows whether the tenant is legally obliged to pay the rent to the agent or to the landlord. This is the critical question for HB purposes. |
| Claim form asks specifically about dependent children, but does not ask whether Child Benefit (ChB) is received. | It is essential that questions about dependants are followed up and appropriate evidence provided. |
| Parts of the layout make it difficult to route claimants through the form. Claimants must be able to identify easily those sections not relevant to them. | Some questions require a simple Yes or
No answer, for example on page 4 of the claim form ‘Do you let or sub-let
part of your home?’ and ‘Do any other people live with you?’.
These would be clearer to claimants if there was guidance from the No box
to the next question, for example:
Are you or your partner working?
Putting the No option first saves the claimant reading material not relevant to them and if they answer ‘yes’ to the question it is more logical to do so at this point. |
| There are some minor language and logistical problems with the form. | The term boarder is used on page 2 of the
form, but not defined until page 4.
The questions on page 7 about full-time and part-time work are confusing. The first question cannot be answered without reading the following questions. These questions should simply be amalgamated. |
| Use of oblique, for example and/or. | People with reading difficulties find such formations a barrier to efficient reading. We suggest that just the word or is usually sufficient. |
| There is a reference to Disability Living Allowance (DLA) (for children). | This is misleading; as although children can receive DLA there is no specific benefit called DLA (for children). |
Source: BFI sources
3.16 SABC told us that it plans to redesign the combined claim form to comply with the DSS VF requirements. We welcome this proposal and further recommend that any subsequent changes to the claim form take account of our comments.