Agenda item

To provide members with an update on performance in the Revenues and Benefits Shared Service.

Decision

(1)          That the performance information as set out in the report be noted.

(2)          That a performance update be presented to the next meeting scheduled to be held on 27 February 2018.

None.

Updates on performance in the Revenues and Benefits Shared Service for quarter 2 of 2017/18 were noted, as follows:

Council tax

As at the end of quarter 2, in-year collections compared to the same point in 2016/17 were both higher at 0.14% in Lincoln and 0.09% in North Kesteven. This was noted as being positive when taking into consideration changes to localised council tax support schemes. As at the end of October 2017, in comparison to the end of October 2016, collection was 0.19% higher and 0.15% lower for Lincoln and North Kesteven respectively. No specific concerns regarding collection rates for 2017/18 were expected at this point in time. Paragraphs 4.3 and 4.4 of the report demonstrated the additional council tax being collected.

Business rates

Compared to the same point in 2016/17 as at the end of October 2017, in-year business rate collection performance was as follows:

·         City of Lincoln – 1.47% up;

·         North Kesteven – 0.01% up;

·         West Lindsey – 0.36% down.

Although West Lindsey collection was still lower than the same point in 2016/17, collection was further behind earlier in 2017/18 so progress was being made. This would continue to be closely managed and monitored. As at the end of October 2017, in comparison to the end of October 2016, collection was 1.47% higher, the same, and 0.36% lower for Lincoln, North Kesteven and West Lindsey respectively. Paragraphs 4.8 and 4.9 of the report demonstrated the additional council tax being collected.

Outstanding revenues customers

The number of outstanding revenues customers in the document imaging system had increased from quarter 1 to quarter 2 in 2017/18. This was largely due to a reduced resource on the council tax administration team during quarter 2 whilst recruitment was taking place. By the end of October 2017, these figures had reduced to 137 for Lincoln and 75 for North Kesteven.

Progress had been made with implementation of e-forms within the Shared Service and in particular in the council tax administration team. E-move forms and an integrated online direct debit mandate were now in place and operating successfully. Further plans were being developed which it was envisaged would assist the team to become more efficient, enabling quicker turnaround of telephone and email enquiries. The Chair welcomed the progress made with e-forms, which he said was very positive.

Prior year arrears for council tax and business rates

Prior year arrears for council tax and business rates had continued to reduce, demonstrating the focus also being in respect of recovering these monies as well as in-year collections.

Housing benefits overpayments

As at the end of quarter 2 in 2017/18, in-period collection stood at 80.29% for Lincoln and 85.20% for North Kesteven. Compared to the end of quarter 2 in 2016/17 this represented a significant increase in performance of 19.71% and 20.85% respectively.

Despite the increases in in-period overpayments collection, the ongoing issue of rising monies outstanding continued as demonstrated in the table at paragraph 4.17 of the report. This highlighted an overall 63% increase in the amount of housing benefit overpayments outstanding between 31 March 2014 and 30 September 2017. This followed a national trend.

The reasons for outstanding monies included increased data matches with other organisations through various government initiatives, as well as the inability to be able to recover what could be large debts at standard and low rates of recovery.

Benefits performance

Although outstanding assessment work had increased from the end of quarter 1 to the end of quarter 2 in 2017/18, this figure was still lower than at the end of quarter 2 in 2016/17. It was noted, as with the council tax administration team, there had been a reduction in capacity on the team and recruitment was taking place to fill key gaps and reduce the outstanding workload.

In terms of average processing times, with the exception of North Kesteven whose new claims which had improved, these had increased slightly in the last quarter as a result of the team’s current capacity issues. It was anticipated that this would improve as the resources were allocated accordingly.

The City of Lincoln’s cumulative new claims average processing performance of 23.24 days at the end of quarter 2 was almost seven days quicker than at the same point last year. As at the end of October 2017, Lincoln’s new claims processing time was 23.46 days, with North Kesteven’s being 19.36 days.