North Staffordshire Services (Hansard, 11 November 1996)

§ Mr. Roger Evans

This is a matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Ms Joan Walley, dated 7 November 1996: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question about the provision made in North Staffordshire for (a) review visits, (b) provision of Social Fund money advice, (c) local customer surveys, (d) public caller 84W offices, (e) district information officers, (f) non technical training, (g) out of hours service and (h) freeline advice service; and in each case the location and staff establishment providing each of the services. The BA District of North Staffordshire has offices at Hanley, Longton and Newcastle (Staffs). As with other Districts, North Staffordshire is required to review the services it provides to ensure that the most effective service is given within the resources available. Targeted Reviews are conducted on existing claims by visit, post, and telephone. There are 8 visiting officers based at the Hanky Benefit Offices who also complete visits on New and Repeat claims. The Agency conducted an internal review into the Social Fund money advice provided by its Districts. This showed that formal money advice was offered very rarely. In view of this and in the context of our commitment to focus resources on our priorities, Social Fund sections ceased to provide money advice from 1 April 1996. A customer Survey was completed in May 1995 by North Staffordshire District. There are no plans at present to conduct another one. North Staffordshire District have carried out a review of public caller facilities and fully consulted with interested parties. As a result public caller offices in Leek, Biddulph and Cheadle have been closed. The District continues to offer a full range of advice and information from its offices at Hanley, Longton and Newcastle. There is one full time District Information Officer serving the North Staffordshire area based at Hanley office. Non-technical training is provided for North Staffordshire District by an outside contractor. This is an Area contract which provides a comprehensive programme of training courses. The Out of Hours Service (OOHS) operates in the North Staffordshire District on week days from 5 pm to 9 pm, on Saturdays from 8 am to 5 pm and on Sundays from 8 am to 4 pm. The public have direct access to an answering machine and are contacted within 15 minutes. North Staffordshire is part of a larger area for out of hours services and up to 15 staff are available for duty on a rota basis. There are 4 duty officers based in North Staffordshire with one on duty at the relevant times and the others available if needed. A national review of the OOHS is currently underway. A consultation exercise with representatives from the Department of Health, Local Authorities and welfare agencies to assess the impact of reduction or withdrawal of OOHS has recently been completed and a decision is expected to be made by the end of the year. North Staffordshire District does not have a freeline advice service. However staff are able to respond to enquiries with direct access to customers records and are able to provide a more personal advice and information service. I hope you find this reply helpful.