Capita has helped Swindon Borough Council to process housing benefits claims at above national averages

Our revenues and benefits team handle the administration functions for processing housing benefits and change of circumstance claims on behalf of the Council, from the initial receipt from the customer, to the claim assessment through to overpayment recovery and any appeals. 

Between April 2017 and April 2018, the team processed 2220 new housing benefit applications and 48,179 of applications for change of circumstances. Applicants waited just 14 days on average for each new application to be completed, which is 9 days above the national average. This high-level performance has also continued throughout the remainder of 2018. 

Quick processing times were achievable by implementing improved customer service processes which decreased the turnaround time of receiving additional information from claimants. The team were also able to provide additional capacity during periods of high demand. 


Andy Stevens, Head of Revenues and Benefits from Swindon Borough Council, said: 

“By processing benefit claims so quickly it has helped the council to better support individuals who need help in paying their rent and addressing homelessness issues in the borough. Capita’s capacity, skills and expertise has helped the council to excel in processing benefits claims and we are delighted with the results."

Mark Chapman, business services director from Capita, said: 

“In putting the customer at the heart of our operation, we have supported the Council in being one of the country’s top performers for housing benefits processing. Crucially, this is improving outcomes for residents by ensuring benefit claimants are receiving their correct housing benefit entitlements in a timely manner.” 



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