Agenda item

Report of the Collections and Housing Benefits Head of Service

The Sub-Committee received a further progress update regarding actions implemented following its review recommendations into the impacts of welfare reform on Harrow residents.  The  Head of Service – Collections and Housing Benefits, gave an overview of the report.

A Member enquired whether delays of up to six weeks in the payment of Universal Benefits as reported nationally, particularly with regard to rent payable to private landlords, were being experienced by Harrow residents and, if so, to what extent.  The officer advised that the Universal Benefits system was fundamentally different to the current arrangements and could have an impact on tenants’ ability to pay.  A few hundred tenants were currently affected but it was not known when Universal Benefit would be fully implemented in Harrow.  Rent arrears were a national issue and plans included the introduction of kiosk payments to enable payments to be made little and often and initiatives to engage with residents earlier and support with budgeting.  The Council was not currently experiencing a reduction in Council Tax collection.

The Portfolio Holder for Planning, Business and Enterprise undertook to draw to the attention of  the Leader the recommendation from the Scrutiny Panel that the Department for Works and Pensions be lobbied to reduce the time taken to communicate changes in benefit entitlement to the Council in order to reduce the debt owed.

A Member expressed concern that the use of the Emergency Relief Scheme had reduced dramatically, with a current spend of £8k from a budget of £80k, and requested that the advertising of the service and number of referrals be investigated and the Citizens’ Advice Bureau be reminded of the service.

A Member expressed satisfaction at the reduction in waiting time for new claimants and that liaison with the Department of Work and Pensions was having results.  The officer advised on work to eradicate pinch points in the process and to immediately target new claims.  Text messaging would be used such as to advise on the documentation required for an appointment for a speedier processing of claims.

In response to questions, the Sub-Committee was informed that:

·                     the best practice protocol produced jointly by the Local Government Association and Citizens’ Advice Bureau on the collection of Council Tax arrears would be incorporated into Council procedures;

·                     the translation service was used only in the absence of an appropriate member of staff who could speak the customer’s language.  The officer undertook to ascertain how use of translation services were advertised and monitored;

·                     there had been a reduction in the time taken to process complaints  with the numbers being static at about 70 each quarter.  The complaints data was analysed quarterly with particular reference to upheld complaints and learning points arising;

·                     an update on the progress in ensuring that suppliers pay the LLW (London Living Wage) was noted and welcomed.

Having agreed that information be circulated on the advertising of the Emergency Relief Scheme and number of referrals; how  translation services were advertised and its use monitored, it was

RESOLVED:  That the report be noted.