Thanet District Council Benefits Service Performance -4th quarter 2010/2011

How quickly are we processing claims?

1. Average number of days we take to process new claims for Housing Benefit and Council Tax Benefit.

A new claim is a 'first time' claim or a claim following any break in entitlement. This counts from the date the application is submitted to the date it is processed, and includes any time for the customer to provide any supporting information

Prior Years Overall Performance

In 2006/2007, we took on average 25 days to process a new claim
In 2007/2008, we took on average 20 days to process a new claim
In 2008/2009, we took on average 20 days to process a new claim
In 2009/2010, we took on average 17 days to process a new claim

Latest Performance

In 2010/2011, we took on average 18 days to process a new claim.

Summary:

In 2010/2011 we processed claims less quickly than prior years, due to a significant increase in applications.

2. Average number of days we take to process changes in circumstances for Housing Benefit and Council Tax Benefit.

A change in circumstance is any change to an existing claim that we are told about in writing. This counts from the date we are told about the change to the date it is processed, and includes any time for the customer to provide any supporting information.

Prior Years Overall Performance

In 2006/2007, we took on average 8 days to process a change in circumstance
In 2007/2008, we took on average 8 days to process a change in circumstance
In 2008/2009, we took on average 11 days to process a 'change event'
In 2009/2010, we took n average 10 days to process a 'change event'

Latest Performance

In 2010/2011, we took on average 9 days to process a 'change event'

Summary:

In 2010/2011 we took on average 9 days to process changes, but the definition of a 'change of circumstances' changed from 2008/09 to include items not previously counted, (such as fraud investigations which may run for many months)

3. Percentage of new claims for Housing Benefit that we process within 14 days of the customer providing all the information.

A new claim is a 'first time' claim or a claim following any break in entitlement

Prior Years Overall Performance

In 2006/2007, we processed 95% of these claims within 14 days
In 2007/2008, we processed 98% of these claims within 14 days
In 2008/2009, we processed 98% of these claims within 14 days
In 2009/2010, we processed 99% of these claims within 14 days

Latest Performance

In 2010/2011, we processed 99% of these claims within 14 days

Summary:

In 2010/2011 we processed claims quicker than prior years, despite a significant increase in applications.

4. Percentage of new claims for Council Tax Benefit that we process within 14 days of the customer providing all the information.

A new claim is a 'first time' claim or a claim following any break in entitlement

Prior Years Overall Performance

In 2006/2007, we processed 95% of these claims within 14 days
In 2007/2008, we processed 98% of these claims within 14 days
In 2008/2009, we processed 98% of these claims within 14 days
In 2009/2010, we processed 98% of these claims within 14 days

Latest Performance

In 2010/2011, we processed 99% of these claims within 14 days

Summary:

In 2010/2011 we processed claims quicker than prior years, despite a significant increase in applications.

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