Agenda item

To note and discuss the attached presentation slides.

(7.55 – 8.45)

Councillor Birsen Demirel (Chair) invited Councillor Mary Maguire (Cabinet Member for Finance and Procurement) to introduce the presentation to the Panel on the Council’s Income and Debt Recovery Strategy, as set out in the presentation slides previously circulated to Members.

Councillor Maguire briefly outlined the Council’s approach to Income and Debt Recovery and the proportionate approach that is taken in dealing with vulnerable residents by assisting those in financial difficulty and differentiating between those who “can’t pay” or “won’t pay”. The ongoing financial impact of the pandemic was highlighted. It was noted that Enfield’s debt collection rates were in line with other London boroughs. The Council would seek to maximise its income and debt recovery whilst continuing to support vulnerable residents.

Councillor Maguire drew Members’ attention to the progress made to date in the provision of improved welfare and debt advice and the creation of a new welfare advice and debt team to help maximise entitlement to benefits for residents, as detailed on the presentation slides. Examples were given of assistance provided to residents. The Council’s proposed Fair Debt and Income Strategy was due to be presented to the March Cabinet meeting for approval.

Sue Nelson (Director of Customer Experience) outlined in further detail the information set out in the presentation slides covering the areas of the national environment and context for the draft Fair Debt and Income Strategy; current performance; principles of the draft Strategy; the work delivered to date; the work to be delivered as part of the new programme; and, the next steps. The following issues arose in discussion.

NOTED

1.            The national environment and the impact of the pandemic on income and debt recovery, together with the Council’s approach. The anticipated “breathing space” legislation was highlighted and the benefit that this could offer to vulnerable residents.

2.            The detailed information that had been provided to Members on the income raised in 2019/20 and the 2020/21 collection performance in relation to Council Tax; Business Rate; Rent and Benefit Overpayment; and, Sundry and Social Care income collection.

3.            The aims of the Fair Debt and Income Strategy, due to be presented to the March Cabinet meeting, would be to: modernise council debt recovery; maximise income to the Council; deliver fair and equitable treatment of our customers; and, improve access to benefit advice and debt support and reduce the escalation of charges.

4.            The 7 objectives of the Strategy were to: maximise collection; increase income to the Council; minimise the cost of collection; protect vulnerable and low-income households; improve the provision of co-ordinated welfare and debt advice; provide easy, consistent access for customers to transact with the debt and income services, including local business; and, protecting the public purse.

5.            The work which had already been undertaken and the developments proposed in fulfilling the objectives including the introduction of e-billing and welfare advice and debt support as detailed in the presentation. Further examples were highlighted including improving online facilities and co-ordination of services. This was an ambitious programme of work.

6.            The next steps including action plans for each of the objectives; monthly meetings of the Fair Debt and Income Board to monitor implementation; and, quarterly progress reports to the Cabinet Member and Executive Management Team (EMT).

7.            The Chair invited Panel Members to raise any questions for further clarification. A discussion took place with Officers present responding to issues raised as summarised below.

8.            The detailed financial information in respect of the different areas of Council debt including Business rates and Council Tax and the negative impact of the ongoing pandemic. An explanation followed on the contact that was made to the customers, the approach taken and planned improvements. Members were advised of the plans in place to improve online services to both allow the Council to use customer data holistically and to enable greater customer access to be able to track their transactions and levels of debt. The proposals would lead to an improved facility for more digital transactions.

9.            A question on the modelling that had been undertaken prior to changing the Council’s approach and, the Council’s confidence in meeting its debt recovery targets and making improvements. Customers had at times experienced payment difficulties through the Council’s current website and, the planned improvements to the website were noted.

10.         In response, Officers explained the proportionate and reasoned approach that was followed by the Council when seeking debt recovery. The experiences of other Councils had been looked at and examples of good practice considered. The impact of the current pandemic was highlighted. Examples were given of the processes followed and the proposals going forward in relation to customer contact which in the long-term should improve collection rates overall. The provision of Council Tax support for financially vulnerable residents was outlined. The methods of payment were outlined including direct debits and the successful introduction of Pay Point. The planned improvements to the Council’s website regarding payment facilities were explained to the Panel.

11.         The introduction of e billing for Council Tax payments where possible, was explained together with the processes that would be followed for communicating with customers.

12.         The on-going impact of the pandemic was recognised and Members sought clarification of where the main pressure points would be for the Council with regard to income and debt recovery and any mitigating actions being taken. In response the impact on both businesses and residents were highlighted. The Council’s hardship fund had been used to support those in need where appropriate. Officers across the Council were working closely together, for example, with Economic Development colleagues and, also with voluntary sector partners. A proactive approach was being taken. The importance of appropriate information and data sharing was explained in order to be able to offer proactive assistance. Enfield’s position regarding benefit claimants was noted.

13.         The financial impact of the pandemic had already resulted in new categories of people requiring support. The value of partnership working and the range of support provided was explained to Members including the Community Hub facilities now available in Libraries at Edmonton Green and Enfield Town; the support offered for job support; the grants available to local businesses; and, the work being done with other agencies.

14.         The holistic approach that was being followed to support residents in need and the advice provided by officers as outlined in the presentation and slides provided. The new Strategy would further bring together all appropriate elements of the Council’s approach going forward.

15.         In response to further questions raised, Officers outlined in detail the progress which had been made in recent months and the developments that were continuing including the new Community Hubs and the work of the Council’s contact centre to further support residents and seek all the information required in order to assess the needs of the individual concerned. The valuable work being carried out by the new Welfare Advice and Debt team and the networks being developed were outlined; including close working with social services, housing, the voluntary sector and Citizens Advice Bureau (CAB). The Council’s relationship with and support to the CAB was explained. Regular meetings were held with all concerned.

16.         Fay Hammond (Executive Director – Resources) praised the work of officers during the pandemic in managing all the challenges arising and continuing to fulfil all the Council’s requirements and providing support to vulnerable residents and businesses in the Borough. The staff were committed to continuing to provide a high-quality service and had successfully adapted to all the challenges being faced as a result of the pandemic both as a Council and as individual officers. Members received personal accounts and updates from the Head of Collection Services, the Head of Financial Assessment and Head of Exchequer Services. Members expressed their thanks and appreciation of the valuable work being undertaken and, the positive developments in service provision that had been and continued to be implemented.

17.         Councillor Mary Maguire (Cabinet Member for Finance and Procurement) praised the work of staff across the Council over a difficult period and recognised the efforts being made to support the Borough’s most vulnerable residents. Thanks and appreciation were expressed to all officers involved for their hard work and achievements.

18.         In conclusion, Councillor Demirel (Chair) thanked Councillor Maguire and Officers for their attendance and informative presentation to the Panel. 

Councillor Demirel (Chair) drew Members’ attention the guideline timings on the agenda and noted that the meeting would continue beyond the times stated in order to allow the Panel adequate time for the agenda items to be concluded in a timely and complete manner. Members of the Panel were content with the meeting continuing.