The Benefits Service's Statement of Intent

We have published a statement of our intent which has been signed by both Sir Richard Leese, Leader of the Council and also by the Chief Executive of the Council, Sir Howard Bernstein. The details of this statement are shown below.

Our main priorities.

• To provide an accurate, fast and efficient benefits service to the people of Manchester. We will provide good value for money and we will deliver the service in line with accepted best practice.
• To reduce fraud, and the risk of fraud, in the benefits system by using effective processes to prevent, detect and investigate fraud.
• To continue to involve customers, landlords and partners to help shape the service and improve our performance so that we are recognised as a high performing council.

We will also:

• help customers live in decent housing;
• increase customers' income by telling them about other benefits they could claim;
• reduce barriers to work by providing a service which working people can use easily and which helps people who are starting work by providing support and advice and dealing promptly with changes in their circumstances;
• be sensitive to every customer's needs and make sure everyone in the community can contact us and use our services;
• use technology to improve self-service, assisted self-service and local service delivery;
• make sure that customers receive the correct amount of benefit;
• reduce mistakes (and the risk of mistakes) by providing good new starter and refresher training, guidance, processes and monitoring;
• prevent, reduce and recover overpayments of benefit;
• provide well-trained, professional staff;
• communicate clearly and openly; and
• encourage, learn from, and act on feedback from staff, customers and stakeholders.