Checks of outsourced housing benefit decisions undertaken by the council

The request was successful.

Dear Hounslow Borough Council,

I would like to request the following information:

1, the number of checks undertaken by the council of outsourced housing benefit decisions over the last two years
2, the proportion of checked decisions that were considered by the council to be erroneous
3, the efforts made by outsourced providers to prevent such errors from recurring.

Such checks are required under the Contracting Out (Functions of Local Authorities: Income-Related Benefits) Order 2002, rule 4.

Thank you.

Yours faithfully,

Robert Thomas

Freedom of Information, Hounslow Borough Council

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London Borough of Hounslow,

[1]London Borough of Hounslow
14-Nov-2019

Dear Robert Thomas,

Thank you for your Freedom of Information request. The reference number
is FIR002941.

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London Borough of Hounslow

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Freedom of Information, Hounslow Borough Council

Dear Robert Thomas,

Thank you for your below FOI request.

This has been logged under reference number FIR002941 to the service team for a response. This response will follow to you within the 20 working day deadline.

For future reference, you are now able to use the online form to make further Freedom of Information Requests. This is our preferred method, because this form helps us to capture all of the information needed to respond to your request quickly.

Kind Regards,

Jonathan Fowler |Customer Relations Officer
2nd Floor, Hounslow House
London Borough of Hounslow
Office: 020 8583 5211
www.hounslow.gov.uk

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Poonam Matharoo, Hounslow Borough Council

1 Attachment

Dear Robert Thomas,

 

Re: FREEDOM OF INFORMATION ACT (FOI) 2000 RESPONSE

 

Thank you for your request for information of 14.11.2019. You have
requested the following:

 

1, the number of checks undertaken by the council of outsourced housing
benefit decisions over the last two years. 5999

 

2, the proportion of checked decisions that were considered by the council
to be erroneous. 3.8%

 

 

3, the efforts made by outsourced providers to prevent such errors from
recurring.  Errors are notified to the person making the error and fed
into their monthly performance appraisal. The cause of the error is
investigated, and where the cause is a learning and development need, the
person is given appropriate training. The outsourced provider’s employees
are managed on a productivity and accuracy basis and have targets to meet
in both regards. Where accuracy targets are not met an appropriate
remedial action plan is created., supported by trainers, additional
quality monitoring and the mentoring and support of the employee’s team
manager.

 

Such checks are required under the Contracting Out (Functions of Local
Authorities: Income-Related Benefits) Order 2002, rule 4.

 

The response to your request has been dealt with under the Freedom of
Information Act 2000.

 

Copyright and misuse of information

 

Most of the information that is provided in response to an FOI request
will be owned by the London Borough of Hounslow and is therefore covered
by the [1]Open Government Licence. However, the copyright of some of the
information we share may be owned by another person or organisation (eg,
Ordnance Survey).

 

Individuals and organisations are free to re-use any information covered
by the Open Government Licence for commercial or non-commercial purposes,
provided the terms of the licence are adhered to. Where the copyright of
the information is owned by another person or organisation, you must apply
to the copyright owner to obtain their permission for re-use.

If you do not feel that the Council has dealt with your request for
information appropriately or wish to request a review of this response,
please contact the FOI Review Officer at [2][Hounslow Borough Council request email]

 

If you remain dissatisfied with the handling of your request, you have the
right to appeal directly to the Information Commissioner for a decision at
the following address;

 

Information Commissioner’s Officer

Wycliffe House

Water Lane

Wilmslow

Cheshire SK9 5AF

 

Yours sincerely

 

Poonam Matharoo | Corporate Service Contract Client Officer – Client Team

3^rd Floor

Hounslow House London Borough of Hounslow 7 Bath Road Hounslow TW3 3EB

Tel: 020 8583 6682 | Email: [3][email address]

 

[4]www.hounslow.gov.uk

 

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