Housing and Council Tax Benefits

Service Objectives

The Benefits Service's Statement of Intent

To deliver an efficient and secure customer focused Benefits Service that supports the council's vision by being responsive to the needs of all our customers whilst treating them with dignity and respect.

Our aims are:

• To provide a fast, accurate and efficient benefits service to the people who live in Fareham that is good value for money, complies with relevant legislation and follows best practice in how benefits are dealt with.

 

• To deliver a professional and responsive service that is accessible to all by involving our customers and stakeholders in the continual development of our service.

 

• Provide a service that will actively seek continual improvement in quality whilst keeping costs at a minimum.

 

• Te reduce fraud and the risk of fraud in the benefits system by using effective processes to prevent, detect and investigate fraud.  We will also take action against those who commit fraud.

 

We also aim to:

• Be sensitive to all our customers needs and make sure everyone in the community can contact us and use our service.

 

• Make sure that customers receive the correct amount of benefit by providing high quality training and guidance to our staff, supported by quality checking and the use of modern technology.

 

• Provide a working environment where staff are expected to do their jobs well.

 

• Reduce barriers to work by providing a service which working people can use easily and which helps people who are starting work by providing appropriate advice and dealing promptly with changes in their circumstances.

 

• Increase customers income by telling them about other benefits they could claim.

 

• Act as a signpost to other services if customers need additional support.

 

• Pursue the recovery of overpaid Housing Benefit fairly, having regard to individual financial circumstances.

 

• Keep leaflets and information up to date.

 

• Offer access to sign language, translation and interpreting facilities.

 

• Keep arranged appointments when we visit people in their own homes.

 

• Promote the take up of benefit to all residents in Fareham with low incomes, including key workers, to maximise their income. 

 

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