Housing, Homelessness and Benefits Strategy - Basingstoke and ...

Return to Contentsin 2007/08. These improvements have been made whilstmaintaining an accuracy level of 99%.The approach to new claims and change of circumstances duringthe past year has been more proactive and with careful monitoringof the works peaks and troughs we have been able to manage ourresources accordingly to match the work requirements. Experiencehas told us that new claims are rarely ready to process whenthey are received, therefore contacting the tenant at the earliestconvenience was key. All new claims were looked at within 48working hours of receipt; change of circumstances, by the natureof the work, did not warrant such a quick response, were looked atfor the majority of 2007/08 within 10 working days and processedif possible or further enquiries were made. At the close of 2007/08this had reduced to 7 working days.Performance indicators for Benefits have changed from April 2008.The “Right Time” indicator (N181) will measure the time in calendardays to process new claims and change of circumstances (nowknown as Change Events). Further improvements will need to bemade to bring turnaround times for change events in line with newclaims. Training within the team has already taken place to makethe team more generic and this gives a more flexible approach withthe use of resources and the incoming work.All communications with our client base will be reviewed with aview to getting the right information at the right time and reducethe need to request supporting information.The merger of Housing and Benefits brings opportunity for aunified approach, ensuring advice and support is provided as acomplete service by Housing Officers and Benefit Officers.HousingbenefitThe implementation of LHA has meant the development of BACSpayments of benefit, this will continue to be rolled out to the entireclient base resulting in quicker payments and less delays due topost.44