Capita LGS is the market leader in delivering housing and council tax benefits services throughout the UK – we’ve been doing it for over 16 years and have a proven track record in delivering excellent service to hundreds of thousands of our clients’ customers each year through our benefits administration service.
As a result of the current economic downturn benefits caseloads are increasing, placing pressure on existing resources at a time when cuts in government funding require local authorities to find new and more cost-effective ways of working. Our service delivery model balances the sometimes divergent needs of customers and stakeholders with council goals for sustained improvement and maximised revenue, together with central government’s priorities for achieving synergies in line with the efficiency savings agenda.
Delivering benefits services underpinned by high quality, speed and accuracy
We currently provide fully managed benefits services for 14 local authorities, all with differing caseloads and demographic pressures, ranging from large London boroughs to smaller district councils. Our benefits administration service offering covers all aspects of the housing and council tax benefits claim process, including:
- The receipt of claim forms via post or face-to-face
- Requesting supporting evidence and information
- Verifying supporting evidence and information
- Assessing entitlement to housing and council tax benefits
- Paying benefits
- Dealing with queries relating to entitlement
- Assessing changes to entitlement
- Investigating potentially fraudulent claims
- Dealing with appeals
- Recovering overpayments
- Offsite claims processing
- Handling customer queries via post, email, phone calls and face-to-face
- Making home visits to vulnerable customers
- Fraud prevention, detection and investigation.
Find out more about our offsite revenues processing service.
We guarantee savings, improved processing times and fraud prevention
Our shared service centre infrastructure utilises a combined pool of more than 2,000 dedicated staff, comprising specialist teams and additional resources to meet peaks in demand, which enables us to provide local authorities with stable and consistently high-performing benefits services that are cost-effective due to these economies of scale.
We pride ourselves on making quality and customer care the cornerstones of the solutions we deliver, and after deploying our services clients experience the following benefits:
- Prompt and accurate payment of benefits claims, by improving on processing times for new claims and changes of circumstance
- Provision of a secure gateway to the benefits claims process, including a systematic and proactive approach to the prevention and detection of fraud
- Cost savings through investing in staff, technology and training
- Implementation of best practice and tangible improvements to customer services through new, innovative ways of working which are developed and disseminated across all our client sites.
Read about how you can reduce benefit fraud and error by using Capita’s voice risk analysis service.