Business Services Performance Report
Renfrewshire Council · 12 June 2025
Back to Finance, Resources and Customer Services Policy Board — 12 June 2025 and its agenda
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_________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 12 June 2025 ___________________________________________________________________ Report by: Director of Finance and Resources ___________________________________________________________________ Heading: Business Services Performance Report ___________________________________________________________________ 1. Summary 1.1 This report details performance across key Business Services functions including revenue collection and benefit administration for the period ending 28 April 2025. _______________________________________________________________ 2. Recommendations 2.1 It is recommended that the Board: Note the contents of the report. Approve the allocation of £600,000 to the Scottish Welfare Budget which is currently held in reserve. _______________________________________________________________ 3. Revenue Collection 3.1 Council Tax 3.1.1 This section details the collection performance as at 28 April 2025 for Council Tax. It also provides details of the total sums collected for the previous financial year. 3.1.2 The billable sum for 2025/26 is £112,887,925. 3.1.3 The sums collected to date for 2025/26 are £17,127,343 which is 15.17% of the billable sum (14.81% last year). This represents an increase of 0.36% in cash collection as a proportion of net charges billed compared with the same position for 2024/25.
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3.1.4 The Council Tax Reduction (CTR) awarded is £14,953,815, amounting to 11.70% of the billable sum, which is 0.11% less than at the same point last year, the number of recipients of CTR has increased by approximately 3%. 3.1.5 The Service continues to encourage the take-up of CTR, and process claims following notification of Universal Credit awards being in place. Take-up activities include tracking of potential applications, data matching and analysis to maximise CTR awards and support customers, where possible. 3.2 Non-Domestic Rates 3.2.1 This section details the collection performance as at 28th April 2025 for Non- Domestic Rates (NDR). It also provides details of the total sums collected for the last financial year. 3.2.2 The Non-Domestic Rates (NDR) charges billed for 2025/26 amount to £120,334,930. 3.2.3 Cash receipts to date amount to £812,550 which is 0.68% of the sum billed. This is an increase in cash collection as a proportion of net charges billed of 0.06% compared with the same position for 2024/25. 3.2.4 Payment collection for NDR starts in May each year. 4. Benefit administration This section details the processing performance in relation to Housing Benefit, Council Tax Reduction, and the Scottish Welfare Fund, as at the end of April 2025. Also provided is an update on the funding and expenditure position in relation to Discretionary Housing Payments (DHP) and the Scottish Welfare Fund plus details of Housing Benefit Overpayment recovery. 4.1 Workload and Performance 4.1.1 The Service aims to balance the varied and changing workload resulting from the impacts of the ongoing Cost of Living Crisis. 4.1.2 The Service continues with a positive trend; this is reflected in the performance data below showing all indicators within target for the period. Targets have been updated for 2025/26. 4.1.3 Training and support remains in place for new and less experienced staff members. Training for benefits work is an extensive process, taking several weeks for a new team member to become proficient in a single process, and many months to be fully trained in all areas and be fully productive. 4.1.4 The Service maintains a targeted plan aimed at sustaining improved performance.
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4.2 Speed of Processing – Housing Benefit 4.2.1 As detailed in Table 1 below, processing speed for New Claims is within target for the period. 4.2.2 In relation to New Claims processed within 14 days of all information received, this measure is also within target for the period. 4.2.3 Processing of Changes in Circumstance (CIC) is well within target for the reporting period. (Supplementary processing information is attached in Appendix 2 for members’ reference) Table 1 – Housing Benefit Performance Summary Performance measure 5 Week Reporting Period 14 March 2025 to 16 April 2025 Year to date position Annual Target New Claims – processing time (no. of days) 16 days 16 days 20 days New Claims - % processed within 14 days of all information received 96% 96% 92% Changes in Circumstance – processing time (no. of days) 5 days 5 days 7 days 4.3 Speed of Processing – Council Tax Reduction (CTR) 4.3.1 The majority of new applications for CTR relate to customers claiming Universal Credit (UC). Due to the DWP’s UC claim mechanism, the service can’t begin processing such applications until 28 days has elapsed. The processing target therefore appears inflated but has been set at a challenging 35 days. 4.3.2 Delayed CTR awards do not negatively impact on customers to the extent they would with housing benefit claims, but the service nevertheless endeavours to process these as quickly as possible. 4.3.3 As detailed in Table 2 below, processing speed for CTR New Claims is within target for both the period. 4.3.4 Processing of CTR Changes in Circumstance (CIC) is well within target for the reporting period.
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Table 2 – Council Tax Reduction Performance Summary Performance measure 5 Week Reporting Period 14 March 2025 to 16 April 2025 Year to date position Annual Target New Claims – processing time (no. of days) 25 days 25 days 35 days Changes in Circumstance – processing time (no. of days) 4 days 4 days 7 days 4.4 Housing Benefit Overpayments 4.4.1 Council expenditure on Housing Benefit (HB) is largely funded by the DWP via a process known as Housing Benefit Subsidy. 4.4.2 Where a HB payment is found to have been made in error, a Housing Benefit Overpayment debt (HBO) will be raised against the customer who has been overpaid. This often negatively effects the level of subsidy the Council receives. 4.4.3 If an overpayment arises due to a customer failing to report a change in their circumstances, the council will receive subsidy amounting to 40% of the overpayment value. These are known as Claimant Errors. If the overpayment instead arises due to the Council not acting quickly enough on information received, or as a result of staff error, the level of subsidy received will either be 100%, 40%, or zero, depending on the cumulative total of such errors during the financial year compared to total HB expenditure. These are known as Local Authority Errors. 4.4.4 Provided the total of Local Authority Errors amounts to less than 0.48% of all HB expenditure, 100% subsidy will be paid by the DWP to the Council to cover this classification of error. If this threshold is breached but the ratio is not greater than 0.54% of expenditure, the Council will receive only 40% subsidy for Local Authority Errors. Where the value exceeds 0.54% the Council loses out on all subsidy for Local Authority Errors. 4.4.5 The service strives to minimise Local Authority Errors and will closely track progress in this area. As of the end of April 2025 it is too early in the financial year to derive meaningful information on new Local Authority Errors. 4.4.6 Regardless of the level of subsidy received for a HBO, the service will normally endeavour to recover the full amount of the overpayment from the customer or landlord who has been overpaid. Appendix 3 shows year to date HBO recovery performance.
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4.5 Discretionary Housing Payments 4.5.1 The total budget for Discretionary Housing Payments for 2025/26 is shown in Table 3 below. The budget includes an allocation of £450,000 as agreed by Council in setting the 25/26 revenue budget. 4.5.2 The budget shows the indicative spending spilt provided to the Council by Scottish Government. 4.5.3 The DHP budget has been calculated to include the full Scottish Government estimate of the amount of funding required to fully mitigate the effect of both the Benefit Cap and the Bedroom Tax. These estimates include a 20% reserve allocation, which will be paid in May 2026, if required. 4.5.4 The total Financial Hardship budget currently available to the Council is 93% of the equivalent spend during 2024/25. 4.5.5 In line with DHP Policy and DHP Regulations, the Service makes awards to fully mitigate the effect of the Benefit Cap and the Bedroom Tax and maximise spend within the year. 4.5.6 Table 4 shows the performance information in relation to DHPs. The table shows that the average processing time in relation to DHP is within target. Table 3 – DHP Budget Funding – indicative allocations Amount Renfrewshire Council £450,000 Financial Hardship – Scottish Government £256,782 Benefit Cap* – Scottish Government £190,792 Bedroom Tax* – Scottish Government £2,622,438 Total budget for the year £3,520,012 *These figures represent the maximum amount required to cover the estimated shortfall of customers impacted by the Benefit Cap or Bedroom Tax.
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Table 4 – DHP Performance Summary Measure 1 April 2025 to 28 April 2025 Volume of DHP applications received 359 applications Volume of DHP decisions made 136 decisions Number of DHP awards 122 awards Average processing time (target 29 days) 14 days Total amount committed/paid £45,426 4.6 The Scottish Welfare Fund 4.6.1 The Scottish Welfare Fund (SWF) provides a safety net for vulnerable people on low incomes through the provision of Community Care Grants and Crisis Grants. The Scottish Welfare Fund is a national scheme, underpinned by law and delivered on behalf of the Scottish Government by all local councils. The SWF replaced elements of the Social Fund abolished by the Department for Work and Pensions in 2013. 4.6.2 The Service makes awards in 2025/26 in line with Scottish Government guidance and had spent 12.2% of the total budget for the SWF by the end of April 2025. 4.6.3 The total budget for the SWF for 2025/26 is shown in Table 5 below. 4.6.4 £600,000 of additional funding previously allocated by the Council for 2024/25 SWF has been held in reserve for potential use during 2025/26. This followed £617,000 of non-recurring funding being received from Scottish Government in December 2024. 4.6.5 As highlighted in previous reports, the Scottish Welfare Fund budget is under significant pressure. 4.6.6 The initial budget received from Scottish Government for 2025/26 is the same as that for 2024/25. Scottish Government has indicated that there is no likelihood of any top-up of core funding for this year or future years 4.6.7 It is recommended that the £600,000, currently held in reserve is now allocated to the 2025/26 SWF budget. Based on current spend projections, it is hoped that this will prevent a switch to the High, Most Compelling priority level. (Described in sections 4.6.8 and 4.6.9 below.) 4.6.8 In line with Scottish Government legislative guidance, applications for the Crisis and Community Care Grants (CCGs) are categorised as Low, Medium, High and High Most Compelling priority, both in terms of the circumstances of the applicant and the items requested (in the case of CCGs).
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Due to the financial pressure on the budget the Council has been awarding on a High priority basis since May 2021 and has only ever made awards on a High Most Compelling basis twice before, most recently in 2018/19 for a short period. 4.6.9 Under High priority awards are likely to be made to customers considered highly vulnerable and who are in immediate and severe need of the goods applied for. With a switch to High, Most Compelling customers would need to be both highly vulnerable and at immediate risk, with a need for goods which is extremely severe. 4.6.10 The performance data relating to the Fund is presented in Table 5 below. The Service processed both Crisis Grants and Community Care Grants within target for the period. Table 5 – SWF Performance Summary (Crisis & Community Care Grants) Measure 1 April 2025 to 28 April 2025 Number of Crisis Grant applications received 728 Number of Crisis Grant Awards 495 Total amount paid for Crisis Grants £58,656.72 Average Processing time year to date (2 working days target) 2 days Average Processing time within April 2 days Number of Community Care Grant applications received 186 Number of Community Care Grant Awards 150 Total amount paid for Community Care Grant £99,954.23 Average processing time year to date (15 working days target) 7 days Average processing time within April 7 days Total amount paid/committed from the fund £158,610.95 Initial Budget provided by Scottish Government £1,252,119.00 Remaining Top-up Budget provided by Scottish Government December 2024 £52,503.70 Total Budget £1,304,622.70 _____________________________________________________________ Implications of the Report 1. Financial - The level of collection of Local Taxation continues to provide funding for the delivery of Council services throughout Renfrewshire.
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2. HR & Organisational Development – None. 3. Community/Council Planning – Our Renfrewshire is fair - An effective Benefits service is vital to the quality of life of many of our citizens as it provides vital support for low income households to sustain tenancies and meet their rent obligations. Working together to improve outcomes - An efficient and effective billing and administrative process for the collection of local taxes is vital for ensuring the recovery of income to the Council to support the provision of local services. This is supported by a range of payment opportunities for the public, including electronic and digital payments (e.g. Direct Debit, Website and Telephone). Working together to improve outcomes – Efficient and effective customer service is vital to ensuring that citizens have equality of access to Council services, whether this is digitally, by telephone or face to face. 4. Legal – None. 5. Property/Assets – None. 6. Information Technology – None. 7. Equality & Human Rights - The recommendations contained within this report in relation to performance updates has been considered in relation to its impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for consideration of performance only. 8. Health & Safety – None. 9. Procurement – None. 10. Risk – None. 11. Privacy Impact – None. 12.. Climate Risk – None. 13. Children’s Rights – The recommendations contained within this report in relation to performance updates has been considered in relation to its impact on Children’s Rights. No negative impacts have been identified arising from the recommendations contained in the report because it is for consideration of performance only. 14. Cosla Policy Position – None.
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_________________________________________________________ List of Background Papers None. ___________________________________________________________________ Author: Emma Shields, Strategic Service Delivery Manager
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Appendix 1 RENFREWSHIRE COUNCIL REVENUES COLLECTION STATEMENT AS AT 28 APRIL 2025
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Appendix 2 REVISIONS Where a claimant disputes a benefits decision in the first instance, they can request for it to be looked at again. This is known as a Revision. The process involves a Senior Benefit Assessor reviewing the decision thoroughly to decide whether the decision should stand. Target 28 days M J J l Result last report Dec’ 24: 16 days Jan’ 25: 18 days Feb’ 25: 13 days Result Last 3 months Feb’ 25: 13 days Mar’ 25: 13 days Apr’ 25: 14 days Comment:- Revisions processed well within target. ACCURACY The Service proactively monitors the accuracy of benefits decisions made through a robust audit checking programme. The Service targets to audit a minimum of 4% of calculations. Target % Actual % Volume of Audits 2025/26 4% 24% Accuracy – April 2025 95% 96% Accuracy – 2025/26 95% 96% Comment:- The Service continues to analyse errors and action trends/patterns by providing additional guidance/training where needed. Accuracy is recognised as a key priority for sustained improvement, targeted training takes place following errors being identified and a detailed training matrix is being developed as more capacity for training activity emerges as the processing times recover. APPEALS Where a claimant disputes a Benefits decision and also disputes a revision decision, they can formally make an Appeal. The Benefits Service will prepare a detailed submission which is then considered by the Independent Tribunals Service. Preparation of a submission is a very involved process and requires significant data gathering. Target processing speed (number of days) 60 Result: last 3 months (days) February: 11 days March: 56 days April: 34 days Average (12 months to date) 30 days Average Appeals Completed (12 th t d t ) 4 Appeals per month Comment:- Appeals volumes are very low, which is expected due to reducing Housing Benefit caseload.
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Appendix 3 HOUSING BENEFIT OVERPAYMENTS The service is responsible for raising overpayments where Housing Benefit has been paid in error. If these have resulted from errors made by claimants, the cost is partially funded by the DWP. The service attempts to recover both newly raised and historic debts from claimants or landlords as appropriate. Overpayments raised 2025/26 £78,819 Overpayments raised and recovered in year £17,160 % Recovery for above (Target 50% by year end) 21.77% All recovery in year £118,202 All recovery vs raised in year (Target 120% by year end) 149.97% All recovery vs all debt (Target 16.50% by year end) 1.68% Total debt outstanding at end of reporting period £6,937,459