Agenda item

 In accordance with Minute No. K26(2) of 11^th October, 2010, Anne Hawke,  Performance and Improvement Team Manager, presented a performance report on the work of the Welfare Rights and Money Advice team drawing attention to the following:-

Welfare Rights Performance

-        RBT secured funding from Macmillan Cancer Support in June 2009 to deliver Welfare Rights to people living with cancer

-        In 2009/10 the Service had helped 1,529 clients (951 general, 578 Macmillan), with secured benefits of £5,253,857.60 (£3,658,218.00 existing team, £1,595,639.60 Macmillan)

-        Between 1^st April, to 30^th September, 2009, the Service had received 647 client referrals (432 General, 170 Macmillan, 45 Breathing Space Project).  For the same period in 2010 there had been 794 client referrals (300 General, 494 Macmillan)

-        As at 25^th October there were 57 referrals awaiting appointments

Money Advice Service

-        475 clients assisted in 2009/10, advising on £19,271,691.84 of unsecured debt and £13,694,518.00 of secured debt.  £717,390 of debt was written off following advice and intervention from the Team

-        Between 1^st April to 30^th September, 2009, the Team had assisted 211 clients advising on £16,156,525.01 unsecured debt and £4,395,395.95 of secured debt.  £527,630.00 was written off following advice and intervention from the Team

-        For the same period in 2010 the Team had assisted 181 clients, advising on £3,018,994.74 of unsecured debt and £5,862,537 of secured debt.  £625,871.00 was written off

Customer Satisfaction 1^st April-30^th September, 2010

-        88% customers stated the information given was very easy to understand and 12% fairly easy

-        94% customers satisfied and 6% fairly satisfied that the service provided to them met their needs

-        87% customer said they were kept up to date and 12% fairly well

External Factors impacting the Service

-        Increase in the number of Employment and Support Allowance appeals due to them being refused by the DWP at the initial stage

-        Lack of specialist Appeals Officers within the Advice Sector as a whole causes additional impact on the Service

-        Impact of the recession and resultant increase in clients ringing for advice or help with the benefits system

-        Forthcoming changes in Legislation

-        Rolling programme of moving Incapacity benefit claimants onto Income Support

-        Revised Limited Capability for Work test – the National Association of Welfare Rights Workers estimated a further 5% of clients would be refused/would not meet the criteria for the support component of Employment and Support Allowance

-        Change in criteria for lone parents on Income Support

-        Proposed Tax Credit changes

-        Increased number of clients with mortgage arrears

In order to further improve the efficiency and effectiveness of the Service, it would be restructured to improve how casework was both handled and processed.  A case management system would be implemented  and Neighbourhood Benefit Officers transferred from the Revenues and Benefits Service into the Welfare Rights Team.

As part of the recent Scrutiny review into debt recovery, a scheme had been agreed in how to deal with customers who had multiple debts with the Council which were at advanced stages of debt recovery.  Customers were now able to refer themselves to the Money Advice Service during a period where action was on hold pending them contacting the Service.  In order to implement the changes, it had been identified that short term help would be required.  A retired Welfare Rights member had been temporarily appointed to allow for the new structure and case management system to be implemented to lessen the impact on the operation.

Resolved:-  That the report be noted.