1)
INTRODUCTION
1.1
This report covers the period April 2005 to March 2006 and the areas of
work outlined in Appendix I.
1.2
External influences
1.2.1 Department of Work & Pensions (DWP)
Towards the end of 2004/5 the DWP published its 5-year strategy
‘Opportunity and Security throughout Life’ (Feb.’05).
(http://www.dwp.gov.uk/publications/dwp/2005/5_yr_strat/)
Key features were retirement and the ageing population, reviewing
Incapacity Benefit for those suffering ill-health, and work as the “route out
of poverty” for lone parents.
The standard of decision making came under scrutiny with the publication
of the ‘DWP Standards Committee Annual Report 2004/5’ published in
2006. This found that
 staff did not understand the decision making process sufficiently with
inconsistent and confused decision making.
 customers were not given clear, understandable reasons for the
decisions made.
 insufficient evidence gathered to justify decisions
 cases were not being presented adequately at tribunals.
It set out a number of recommendations to improve the situation including
dealing better with customers and their representatives. This demonstrates
the continuing difficulties faced by claimants in interacting with the benefit
system and the need for advice services to advocate and intervene.
(http://www.dwp.gov.uk/resourcecentre/dmsc_annual_report04-05.pdf)
1.2.2 Pension Service (http://www.thepensionservice.gov.uk) – following the August 2004
report ‘Link-Age – Developing Networks of Services for Older People’, and
the further report ‘Opportunity Age – Meeting the Challenges of Ageing in
the 21st century’ (March 2005), the Pension Service and the Social
Exclusion Unit launched LinkAge Plus in January 2006 with the report ‘A
Sure Start to Later Life: Ending Inequalities for Older People’. Local
authorities were sought to develop this concept and Salford was accepted
along with Devon, Gateshead, Gloucestershire, Lancaster, Leeds, Tower
Hamlets and Nottinghamshire as pilots.
(http://www.dwp.gov.uk/publications/dwp/2004/linkage/link_age.pdf)
(http://www.dwp.gov.uk/opportunity_age/first_report.asp)
(http://www.socialexclusionunit.gov.uk/downloaddoc.asp?id=797)
(http://www.socialexclusionunit.gov.uk/news.asp?id=672&pId=18)
This should allow an accelerated development of Salford’s Older People’s
Well Being Strategy that incorporates a commitment to work around and
adequate income and benefit take-up. The Service has contributed to this
Strategy and the LinkAge initiative.
Job Centre Plus – the new structure incorporates ‘customer facing offices’
(Job Centres), ‘benefit processing centres’ and ‘contact centres’. This was
rolled out in Salford during 2005/6 along with the introduction of the
Customer Management System (CMS). This involves all claims to
‘working-age benefits’ being conducted over the telephone through a
contact centre. Apart from raising a number of legal issues, many practical
difficulties were encountered concerning access and training of staff who
1
routinely utilise scripts to conduct telephone interviews/form completion.
Liaison meetings were established with Salford, Manchester and Trafford
Job Centre Plus representatives.
1.2.3 Benefits for Older People
Following the introduction of Pension Credit there was concern that its
take-up was less than anticipated. 1.08 million pensioners were initially
estimated to be missing out with only 71% of those eligible receiving their
entitlement. (http://www.guardian.co.uk/business/story/0,,1341923,00.html#article_continue)
A further report on the take-up of Pension Credit for 2004-5 (its first full
year) published in Spring 2006 revealed that this had risen to 1.63 million
pensioners with only 61-69% of those eligible receiving their entitlement.
(http://www.dwp.gov.uk/asd/income_analysis/PCfinal0405.pdf)
Older people remain the highest group of those under-claiming and
represent a key group to whom take-up work needs to be directed. An
opportunity arose to develop this in Salford with the new round of Local
Public Service Agreements (LPSA2). A proposal was drafted and
approved to resource a piece of work to promote the take-up of benefits
amongst pensioners through GP practices/health centres. This would build
on current work in selected practices (funded by the Salford Primary Care
Trust). This would entail a dedicated Welfare Rights Officer post (until
March 2009) to establish appropriate models of working with primary
health staff in promoting claims amongst their older patients.
1.2.4 Reform of Incapacity Benefit
Following references to Incapacity Benefit in the DWP’s ‘Five Year
Strategy’ (see above), the Green Paper “A New Deal for Welfare:
Empowering People to Work” (CM 6730) was published in January 2006.
This proposed replacing Incapacity Benefit and Income Support with a
single Employment and Support Allowance from 2008 for new claimants,
along with a review of the Personal Capability Test, extending the
Pathways to Work pilots and more extensive work-focused interviews. In
addition a ‘Work-related Activity Premium’ was proposed for lone parents
where the youngest child is aged 11 or more. The Service responded to
the consultation on this focusing particularly on the needs of those with
mental health problems.
(http://www.official-documents.gov.uk/document/cm67/6730/6730.pdf)
1.2.5 Discrimination in the Benefit System
In July 2005 the European Court ruled that no distinction should be drawn
between ‘contributory’ and ‘non-contributory’ benefits as both should be
considered as ‘possessions’. The implication of this decision is that the
anti-discrimination provisions in Article 14 of the European Convention on
Human Rights now apply to both types of benefits.
(http://216.239.59.104/search?q=cache:l0zKX9nPzS4J:www.disabilityalliance.org/stec.doc+Stec+and+others&hl
=en&gl=uk&ct=clnk&cd=3)
(http://worldlii.org/eu/cases/ECHR/2006/393.html)
1.2.6 Recovery of benefit overpayments
In July 2005 the Court of Appeal upheld a previous Tribunal of
Commissioners decision that reasonableness was not a defence in failing
to disclose information that then caused an overpayment of benefit. This
confirms the reversal of previous case law and means that nearly all
overpayments are recoverable unless official error is involved. This has a
2
significant
impact
on
many
cases
undertaken
by
the
Service.
(http://www.bailii.org/cgibin/markup.cgi?doc=/ew/cases/EWCA/Civ/2005/929.html&query=2005%5D%2BEWCA%2BCiv%2B929&metho
d=titleall)
1.2.7 Civil Partnership Act 2004
This came into force in December 2005. The DWP issued a leaflet and
internal guidance encouraging claimants to report civil partnership and
same-sex living together. This contrasted with the Inland Revenue who
considered the Act a change in circumstances requiring couples to notify
the Revenue with the threat of a penalty. (http://www.opsi.gov.uk/si/si2005/20050828.htm)
The implication of this Act within the Benefits and Tax Credit legislation are
potentially wide-ranging particularly regarding overpayments.
1.2.8 Council on Tribunals
A consultation paper ‘The Use and Value of Oral Hearings in the
Administrative Justice System’ was issued in May 2005 to which the
Service responded emphasising the value of oral hearings for claimants.
1.2.9 Legal Services Commission (LSC)
In January 2006 the LSC terminated its contracts with 19 expert agencies
to provide specialist advice to front-line advisers in many complex areas.
Following representations from the advice sector including Salford, this
decision was successfully reversed.
1.2.10 Sure Start
The Childcare Bill, introduced to Parliament in November 2005, proposed
transferring Sure Start to Local Authorities to co-ordinate children services
under it’s ‘Every Child Matters’ strategy. Whilst all the indications are that
the funding for the work in Little Hulton would be maintained, there will be
a need to review the profile of the work in the context of the new Children
Centres.
1.3
Internal influences
1.3.1 Accommodation
The longstanding issue of securing appropriate office accommodation
moved forward during the year with the possibility of moving into Emerson
House (Eccles), however this opportunity was withdrawn when Urban
Vision took over the proposed suite. An alternative plan to bring the
Service together at Crompton House office was proposed for 2006/7.
1.3.2 Ethnic minorities
The Welfare Rights Linkworker Service moved from being funded through
SRBV to mainstream resources in April 2005. This was an important in
order to sustain and develop this provision for the Urdu, Punjabi and
Arabic speaking communities.
1.3.3 Benefit Take-up with Older People
The long established joint work in promoting take-up of benefits by those
aged 60+ using Housing/Council Tax Benefit data was funded through
SRBV and this successfully moved to mainstream resources in April 2005,
This was important in order to sustain this work that will be a major
contributor to the Older People/Link-Age Plus Well-being Strategy and joint
work with the Pension Service and Housing/Council Tax Benefit.
3
1.3.4 Employment Plan
The Guide for those with Learning Disabilities produced by the Service in
conjunction with service users - ‘If You Can Work So Can I) was picked up
by Care Services Improvement Partnership (Valuing People support
Team) and produced nationally as ‘I Want To Work’ with the Service
updating it annually. This complements the long-standing booklet in
relation to Mental Health that continues to be produced similarly at a
national level with the support of Disability Alliance.
The Service engaged it’s first member of staff through Salford Supported
Employment in July 2005.
1.3.5 Refugees and Asylum Seekers
Increasing numbers being supported within Salford has meant the Service
needing to have a greater understanding of the issues, particularly legal
issues involved. Additional complications emerged in certain cases where
the enlarging of the EU also impacted on individuals. An awareness
session organised by the Refugee and Asylum Team was attended along
with regular liaison on casework.
1.3.6 Adult Protection
Involvement with the Adult Protection Team focused particularly on the
potential for Financial Abuse. A presentation was delivered to the whole
Service and information regarding identification and referrals was
distributed amongst staff.
1.3.7 Foster Carers and ‘Looked After’ Children
Discussions, talks and training were undertaken with the Family Placement
section and foster carers regarding benefit entitlement and Residence
Order Allowances to ensure the cost effectiveness of the arrangements
involved.
1.3.8 IT and Data
A statistical database for all Welfare Rights work – ‘Benwebster’ was finally
introduced in July 2005, staff were trained and data inputted
retrospectively from April 2005. This means that this report has been the
first that has utilised the reporting facilities of this system and much
reduced the need for manual collation. Instant reporting is now available
on the performance of the Service.
Service staff secured access to and training on the new Housing Benefit
and Council Tax database ‘SX3’. This allows for a more efficient and
joined-up route to dealing with benefit and debt issues resulting from the
City Council’s administration of these benefits and Council Tax.
1.3.9 Investing in People
Another successful programme of training was completed for City Council
staff and other organisations involved in the provision of advice – see
Section 8 and Appendix XVIII. Some training was specifically
commissioned by external agencies eg. housing associations that
hopefully will result in greater partnership working and the promotion of
‘good practice’ particularly in the field of debt recovery.
4
This focus on developing skills and expertise is also useful for
developing/inducting new or less experienced staff internally. In addition
in-Service (ie. by staff for staff) was organised eg. ‘Training for Trainers’.
Structured skill sharing reduces the need to engage external trainers.
This work should contribute to the Investors in People strategy - an Action
Plan for which was developed by the Directorate in Autumn 2005.
1.3.10 Health
The development of the pilot Integrated Team in Walkden Clinic allowed
an excellent opportunity to expand the work of the PCT funded Welfare
Rights Team working in health centres. Embracing this site created a route
into many of the GP practices and links with community health care
operating in the Walkden area.
1.3.11 Local Housing Allowances (LHA)
Throughout the year the Service worked with the Housing Benefit section
in assessing the impact of Salford’s pilot LHA scheme on vulnerable
groups within the City.
1.3.12 Affordable Warmth Strategy
This was launched in June 2005 and the Service was involved both in the
development of this and building a referral network for the scheme.
1.4
Achievements
The Service continued to operate with the Legal Services Quality Mark for
Welfare Benefits and Debt Advice work at the Specialist Level.
Overall the Welfare Rights and Debt Advice Service secured £5.94 million
for residents in Salford. In addition £0.43 million was secured to the City
Council in enhanced future Relative Needs Formula Indicators - an overall
total of £6.37 million to the City. Research suggests that such an increase
to the local economy could be linked to as many as 242 jobs created or
sustained in the City.
There was a high level of satisfaction amongst service users. 2,865 people
were consulted of whom 45% responded and 97% were either satisfied or
very satisfied with the service they received.
The Service as a whole was awarded a Social Care Award in September
2005 in recognition of its role in ‘Delivering the Pledges’.
5
2)
2.1
STAFFING
Staff changes during 2005/6.
Welfare Rights Team
Brendan Risby – Welfare Rights Officer (Generic) was appointed in April
2005 replacing Sue Branion who had previously moved to the post of
Welfare Rights Officer (Learning Disability).
Mark Norman – Welfare Rights Officer (Health) was appointed in June
2005.
Philip Coleman – Welfare Rights Officer (CJIT) was appointed in July
2005.
Abby McEwan – Welfare Rights Assistant (Mental Health) went on
maternity leave in September 2005.
Heidi Parkinson – Welfare Rights Assistant (Mental Health) was
appointed in October 2005 as maternity cover for Abby McEwan.
Welfare Rights Take-up Team
Emily Roscoe – Welfare Rights Adviser (Take-up) was appointed in
August 2005 replacing Lynn Percival who had previously take up a post
with Contracts and Reviews.
Catherine Connors – Welfare Rights Officer (Sure Start – Little Hulton)
went on maternity leave in May 2005 for the rest of the year and
unfortunately funding was not available to cover this absence.
Charging Assessor Team and Welfare Rights (Service Users)
Nanette Lea – was appointed in May 2005 replacing Mary Owen who had
previously left to take up a CAO post with Salford East Adult Team.
Rachel Lee – Welfare Rights Adviser (Service Users) left in September
2005.
Ruth Lee – Welfare Rights Officer (Service Users) was appointed in
February 2006 replacing Ruth Lee.
Support Team
Tracey Griffiths – left in June 2005 to take up a post with the
Homelessness and Housing Advice Service.
Andrew Hobson – moved from working on a voluntary basis to become
an employee in July 2005 supported by Salford Supported Employment.
Teresa Tocher – was promoted to a newly created post of Administrative
Officer in November 2005.
The Management Structure and a complete list of staff in post at 31st
March 2005 are found in Appendices II and III.
6
2.2
In the annual staff consultation conducted in March 2006, in which 62%
responded (disappointingly down from 67% in 2005), 88% (up from 71% in
2004/5) were satisfied or very satisfied with their job with only 4% who
were not very satisfied.
Very satisfied
21%
Not very
satisfied
4%
OK
8%
Very satisfied
17%
Not very
satisfied
7%
OK
25%
Satisfied
54%
Satisfied
67%
2005/6
2004/5
Figure 2 – Staff Job Satisfaction
A breakdown of staff views is set out in Appendix IV.
2.3
The profile of staff at the end of March 2005 regarding age, long-term
illness, disability and ethnic background and comparison with the
characteristics of Salford residents is shown below.
Sickness/Disability
Long-term Sickness
Disability
Age
16-19
20-24
25-29
30-34
35-39
40-44
45-49
50-54
55-59
60-64
65+
Total
0
1
3
8
8
14
7
3
2
0
0
46
Ethnicity
White British
White English
White Irish
White Scottish
White Welsh
Mixed
Pakistani
Other Asian
Arabic
Jewish
Total
4
5
Team
8.7%
10.9%
Team
0%
0%
2.2%
8.7%
6.5%
17.4%
17.4%
30.4%
91.3%
15.2%
6.5%
4.3%
0%
0%
0%
23
12
1
2
2
0
2
1
2
1
46
Salford
22.8%
9.5%
Salford
5.4%
13.8%
39.3%
21.2%
Team
50.0%
26.1%
2.2%
4.3%
4.3%
0%
4.3%
2.2%
4.3%
2.2%
Salford
87.0%
96.1%
0%
1%
6.5%
1.4%
6.5%
0.9%
Figure 3 – Staff Profile
The team has a level of disability comparable with the population, and a
proportion of ethnic minorities that is more than three times higher than the
City as a whole.
7
3)
3.1
WELFARE RIGHTS SERVICE
DUTY INTAKE
The daily telephone Advice Line is the main route for directly accessing
the Welfare Rights Service operating between 10.00 am and 12.00 noon.
In 2005/6 230 advice sessions (6%) were conducted – 92% of the
maximum.
The Advice Line operates as a two stage process with Administrative
Support staff answering the calls in the first instance, taking initial details of
the caller and their query, and then passing these through to a ‘duty’
Welfare Rights Officer who returns the calls and deals with the benefits
advice as appropriate. The duty officer also deals with other referrals that
come that day eg. faxes, e-mails etc.
1,524 calls (3%) were dealt with. The average number of calls per
session was 6½ with 1 in 4½ requiring follow up casework. Trends can be
seen in figure 4.
1,600
1,400
1,200
Number of calls
Number of sessions
1,000
800
600
400
200
0
'97-'98
'98-'99
'99-'00
'00-'01
'01-'02
'02-'03
'03-'04
'04-'05
'05-'06
Figure 4 - Annual Profile of Callers and Sessions
Initial contact was also made in other ways.
Telephone
107 (28%)
Letter
13 (3%)
Fax
79 (21%)
E-mail
167 (44%)
Office
Visitor
15 (4%)
Figure 5 - Other Initial Contacts
This indicates a reduction of letters and faxes with a rise in the use of emails/on-line referrals – 12% to 44%. Whilst Advice Line contact reduced
slightly by 3% the number of non-Advice Line referrals grew by 49% from
256 to 381. Contact method and usage is shown in figures 6 a-e.
8
Agency/Team
Charging Assessors
Aftercare (Next Step)
Support Worker (children)
Intermediate Care
LD Team
Supported Emp. (MH)
Support Worker (MH)
SW (adults)
SW (carers – PD)
SW (hospital)
SW (PD)
SW (sensory)
Assertive Outreach
Hospital
Solicitors
NPHL
Pension Service
Salford Foyer
Friend/Relative
Self
Carers Centre
Salford Link Project
Young Carers
No.
1
1
1
1
4
1
2
3
18
1
15
5
1
2
1
7
1
1
1
2
8
1
1
Total
Figure 6a – Faxes
79
%
1%
An average of two a week are received
mostly from previous service users.
3%
Agency/Team
No.
Support Worker (MH)
1
Friend/Relative
1
Self
13
Total
15
Figure 6d – Callers to the Office
One every two months.
53%
4%
1%
9%
1%
1%
1%
3%
13%
An average of one to two a week are received
- mainly from the Physical Disability Team.
Agency/Team
CPN
GP
Hospital
CAB (Salford)
Solicitors
Self
Total
Figure 6b – Letters
No.
1
1
2
1
1
7
13
%
31%
15%
54%
An average of one a month - mostly self and
some health staff.
Agency/Team
SW (child disability)
SW (child protection)
LD Team
Supported Emp. (MH)
Support Worker (MH)
SW (adults)
SW (carers – PD)
SW (hospital)
SW (PD)
SW (sensory)
NPHL
Councillor
Friend/Relative
Self
Total
Figure 6c – Telephone
No.
1
1
1
1
2
1
1
1
2
1
1
2
14
78
107
%
2%
9%
1%
2%
13%
73%
9
Agency/Team
Charging Assessors
Debt Advisers
Aftercare (Next Step)
SW (child disability)
SW (child protection)
SW (children)
SW (RMCH)
Intermediate Care
LD Team
Support Worker (MH)
Support Worker (PD)
SW (adults)
SW (carers – MH)
SW (carers – PD)
SW (hospital)
SW (MH)
SW (PD)
SW (sensory)
The Limes
Walkden Integrated Team
Assertive Outreach
CPN
Health Centre
Hospital
OT
Age Concern
Bristol Law Centre
CAB (Hope)
Housing Advice
HB/CTB/Salford Direct
Home Start
New Prospect
Hollybank
Connexions
Councillor
Friend/Relative
Self
Basement Project
Carers Centre
Henshaws
Total
Figure 6e – E-mail/on-line
No.
2
13
1
2
1
3
1
1
11
3
1
41
1
1
2
1
6
3
1
1
1
2
1
2
1
1
1
2
1
16
1
9
1
1
5
3
14
2
6
1
167
%
7%
7%
87%
%
9%
5%
44%
4%
3%
10%
5%
1%
1%
3%
2%
8%
5%
An average of just over three a week mostly
from adult social care services.
3.1.1 Profile of Advice Line Callers
The wards where personal callers lived were identified in 95% of cases
and the geographical spread is shown in figure 7.
10%
8%
6%
4%
Worsley
Out of Area
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton North
Swinton South
Ordsall
Pendlebury
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Barton
0%
Boothstown
& Ellenbrook
Broughton
2%
Figure 7 - Personal Callers by Ward
This indicates a relatively even spread across the City (4-6%).
Wards > 6% Broughton, Little Hulton and Swinton North.
Wards < 4% Boothstown & Ellenbrook, Ordsall, Walkden South, and
Worsley.
Callers were predominantly telephoning on their own behalf (62%) - see
figure 8.
Social Services
8%
Self
62%
Health Services
2%
Housing Provider
1%
Care Provider
2%
Colleges
1%
Relative/Friend
21%
Other
Orgs
2%
Other Stat.
Orgs
1%
Figure 8 - Caller Status
3.1.2 Personal Caller Awareness of Service
86% of personal callers (ie. non-agency) stated how they were aware of
the Advice Line – see figure 9.
10
rit
y
ca
lA
ut
ho
A
A
dv
ic
e
al
te
rn
In
H
ea
lth
Lo
lic
ity
Pu
b
10%
5%
ge
nc
O
ie
th
s
er
O
rg
an
St
is
at
at
ut
io
or
ns
y
O
H
rg
ou
an
si
is
ng
at
io
Pr
ns
ov
id
er
ie
nd
Fr
vi
ce
s
ci
al
S
So
15%
er
20%
/R
us
Pr
ev
io
25%
el
at
iv
e
us
er
30%
0%
Figure 9 - Personal Caller Awareness
This pattern is very similar to last year.
3.1.3 Caller Satisfaction
Questionnaires were sent out to 803 callers (53%) who contacted the
Advice Line. 236 responded (29%) of which 93% (1%) were satisfied or
very satisfied with the service they received and 86% (2%) found it fairly
easy or very easy to contact the service. 93% (2%) had found the advice
given useful or very useful and 94% (4%) were likely or certain to
recommend the service. A more detailed breakdown of these responses is
set out in Appendix V.
Questionnaires are sent out to callers on a quarterly basis apart from
where no address is known, who have been sent a questionnaire in the
previous six months (twelve months for agencies/staff), have since been
allocated for casework or where it would not be appropriate eg. mental
state, family circumstances etc.
3.2
ADVICE SESSIONS
3.2.1 Health Centres/GP practices
Appointment based advice sessions conducted at nine primary care sites
within the City and referrals taken from another practice.
 Eccles
 Irlam
 Broughton
 Little Hulton
 Ordsall
 Pendleton
 Walkden
 Weaste
Springfield House, Patricroft
Irlam Medical Centre
Lower Broughton Health Centre
Higher Broughton Health Centre
Mocha Parade *
Little Hulton Health Centre
Ordsall Health Centre
Lanceburn Health Centre *
Langworthy Medical Centre
Walkden Clinic
Daruzzaman Centre *
This work is only possible with funding from Salford Primary Care Trust.
Referral system exists at those practices marked * rather appointmentbased sessions. This is a consequence of either accommodation
difficulties or low volume, but allows development with other practices such
as Walkden Clinic added in 2005/6.
11
In the year the Welfare Rights Officers (Health) conducted 306 sessions
(12%) with 575 interviews (7%). In addition 260 home visits (26%)
were undertaken.
Advice in primary care settings is a partnership with Salford District
Citizens Advice Bureau that conducts similar sessions.
3.3
CASEWORK
3.3.1 Profile of People Assisted
Learning Disability
Mental Health
Take-up
Linkworkers
Charging Assessors
Total
People
assisted
1,370
504
453
24
1
198
191
373
133
1,403
4,650
Net total
Overlap *
3,917
733 (16%)
Service Section
Duty
Generic Team
Health Team
CJIT
Sure Start (Little Hulton)
Cf.
2004/5
19%
 7%
44%
n/a
n/a
23%
35%
27%
 2%
n/a
Issues
dealt with
4,088
1,592
1,799
93
4
759
688
1,281
596
5,693
16,593
Cf.
2004/5
18%
 1%
50%
n/a
n/a
 10%
n/a
n/a
n/a
n/a
* where people may have been assisted more than once during the year, or by different officers at different times.
Welfare Rights (Generic) Team - this involved 683 interviews (10%) –
239 (35%) office interviews and 444 (65%) home visits.
Welfare Rights (Learning Disability) & (Mental Health) - this involved
356 interviews (24%) – 42 (12%) office interviews and 314 (88%) home
visits.
This year is the first for which detailed information is available for the Takeup Team and Charging Assessment Team. The CJIT and Sure Start (Little
Hulton) were new and not predominately casework posts. Comparisons
with 2004/5 are not therefore possible/appropriate. The Sure Start postholder was on maternity leave for nearly the whole of the year.
For other sections the overall picture is one where the number of people
assisted rose by 20% and the number of issues deal with rose by 13%.
59% (2,308) of people assisted were women, 15% (591) had dependent
children, 8% (294) were lone parents and 8% (331) were carers.
Other 3%
White (British) 65%
Black/Black British
1%
Asian/Asian British
1%
White (Other)
1%
White (Scottish)
1%
White (Irish) 2%
White (English)
11%
Figure 10 - Ethnicity
12
The profile of clients as a whole is shown in the following charts.
Single - no children
70%
60%
50%
Couple - no children
40%
30%
Single - children
20%
Couple - children
10%
0%
Figure 11 - Family Status
60%
50%
40%
30%
20%
10%
0%
16-17
< 16
18-24
25-34
35-44
60+
45-59
Figure 12 - Age
The predominance of those aged 60+ reflects the inclusion of the 60+ Take-up
and Charging Assessment Teams. This is also the case for the numbers
retired below.
45%
Retired
Sick
40%
35%
30%
25%
20%
15%
10%
Carer
(adults)
Unemployed
Child <16
5%
0%
Carer
(children)
Employed
Self-employed
Figure 13 - Employment
13
Student
40%
35%
30%
25%
20%
15%
10%
5%
0%
Family/
Friends
Owner
Tenant
-occupier (C,H & SC)
Tenant
(HA)
Tenant
(NPHL)
Tenant
(Private)
Other
Figure 14 - Accommodation
It is New Prospect tenants who predominate followed by owner-occupiers.
18%
16%
14%
12%
10%
8%
6%
4%
2%
0%
Mental Health
Heart/Stroke
Cancer
Accident
Other
Figure 15 - Ill-health
Approximately a fifth the people seen have some form of mental health
problem.
60%
50%
40%
30%
20%
10%
0%
Physical
Learning
Figure 16 - Disability
14
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Income
Support
WTC
Other
Benefit
Other
Figure 17 - Income
Over a three-quarters (77%) had benefits as their main income source increasing
to 80% with Working Tax Credit recipients. Nearly a half (43%) was receiving
Income Support, Income Based Jobseekers Allowance or Guarantee Pension
Credit.
The City Council has identified 11 target groups to whom it is committed to
directing services. Those people seen fell into the following groups:60%
50%
40%
30%
20%
In debt
Carer
Child/
Young Person
Unemployed
Figure 18 - Target Groups
Low Paid
Ethnic
Minorities
Lone
Parents
Older
People
Disabled
Women
0%
Ill-health
10%
In nearly each group the health team equal or exceed the degree to which
this is targeted – particularly ill-health, disability, older people,
children/young people and carers.
15
10%
9%
8%
7%
6%
5%
4%
3%
2%
1%
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Barton
Boothstown
& Ellenbrook
Broughton
0%
Figure 19 - Casework by Ward
The spread across the City is fairly even (the average being 5%) however
certain wards are significantly above average ie. Broughton, Eccles and
Little Hulton. This is due mainly to the large number of older people in
Eccles (Take-up Team/Charging Assessment) and the health work in
Broughton. Few, if any, people living in the Swinton and Walkden wards
are see by the health team.
3.3.2 Profile of Referrals
Casework referrals came from the following sources:40%
35%
30%
25%
20%
15%
10%
Figure 20 - Referral Sources
16
Voluntary
Organisations
Self
Other
Housing
Provider
Health
Friend/Relative
Direct Contact
Community,
Health &
Social Care
Children's
Services
Care Provider
Advice
Agencies
0%
City Council
5%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Direct/ Drop-in
Take-up Session
Fax
E-mail
Health
Centre
Letter
Personal
caller
Tel.
Advice
Line
Figure 21 - Referral contact method
There were a total of 1,874 contacts/interviews (17%) (683 - generic;
356 - MH/LD; 835 - health). Over half (54%) – 1,018 were home visits.
3.3.3 Profile of Advice
16,593 issues were dealt with and a breakdown is shown in figure 22.
30%
25%
20%
15%
10%
Other
Other Benefit
Working Tax
Credit
Social Fund
Retirement
Pensions
Pension
Credit
JSA
Incapacity
Benefit
Income
Support
Housing
Benefit
Council Tax
Benefit
Child Tax
Credit
Child Benefit
Carers
Allowance
0%
Disability
Benefits
5%
Figure 22 - Profile of Issues
Disability benefits remain the major issues followed by Council Tax/ Housing
Benefit, Pension Credit, Income Support and Incapacity Benefit.
The way in which these issues were dealt with is shown in figure 23.
17
70%
60%
50%
40%
30%
20%
10%
Figure 23 - Levels of Intervention
n
er
at
io
R
ec
on
si
d
N
eg
ot
ia
tio
n
C
la
im
ea
l
A
pp
ac
y
oc
A
dv
A
dv
ic
e
0%
The main level of intervention was advice (66%) and establishing claims
(19%), but a crucial aspect of the work is challenging decisions, either through
reconsiderations or through the appeals system. 27% of the extra benefit
gained is achieved by this work – see figure 24.
During the year Welfare Rights Officers represented at 103 appeal tribunals
(14%) with a 87% success rate (18%). This compares favourably with the
national success rate of 46% overall and 61% where there both appellant and
representative attend.
3.3.4 Profile of Outcomes
During the year over £5.5 million extra income was secured for people with
the City through Welfare Rights casework.
Lump Sums
Charging Assessment
£202,934.06
CJIT
£4,028.00
Duty
£6,363.65
Generic
£143,475.24
Health Centres
£195,221.93
Learning Disability
£178,102.67
Linkworkers
£136,659.83
Mental Health
£70,033.58
Sure Start (LH)
£530.93
£269,351.68
Take-up
Total
£1,206,701.57
Figure 24 – Financial Gains
Weekly
£460,470.92
£10,814.44
£22,400.04
£779,412.40
£790,389.60
£671,862.36
£495,510.08
£484,310.84
0
£598,969.80
£4,314,140.48
Total
£663,404.98
£14,842.44
£28,763.69
£922,887.64
£985,611.53
£849,965.03
£632,169.91
£554,344.42
£530.93
£868,321.48
%
12%
0%
1%
17%
18%
15%
11%
10%
0%
16%
£5,520,842.05
The total £5,520,842.05 is split amongst those living in the following wards:-
18
Worsley
Out of Area
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Barton
Boothstown
& Ellenbrook
Broughton
£800,000
£700,000
£600,000
£500,000
£400,000
£300,000
£200,000
£100,000
£0
Figure 25 - Financial Gains by Ward
The peaks in Broughton and Langworthy are in part due to the focus of
work in health centres in those areas and in the case of Langworthy the
presence of Hollybank.
The £611,515 for the Welfare Rights Team (Health) is split amongst
patients registered GPs in the following primary health centres:£120,000
£100,000
£80,000
£60,000
£40,000
Other
Springfield House
Irlam
Health Centre
Little Hulton
Health Centre
Ordsall
Health Centre
Langworthy
Medical Centre
Lanceburn
Health Centre
Daruzzaman
Centre
Mocha Parade
Lower Broughton
Health Centre
£0
Higher Broughton
Health Centre
£20,000
Figure 26 - Financial Gains by Health Centre (Health Team)
The financial gains can be further broken down by level of intervention and
is shown in figure 27.
19
70%
60%
50%
40%
30%
20%
10%
0%
Advice
Advocacy
Claim
Appeal
Neg.
Commiss.
Recon.
Figure 27 – Financial Gains by Level of Intervention
Additional income to the City Council was achieved through enhanced
Relative Needs Formula. This amounted to £413,106 (54%) and split
Staff
Section
(excluding m/grs)
Take-up *
Health *
Generic
Linkworkers
Mental Health
Learning Disability
Charging Assessment
CJIT (Drug Team)
Total
3
3½
4
2
2
2
8
1
25½
Total
%
£195,615
£61,081
£52,866
£64,301
£22,924
£16,361
£17,443
£515
£431,106
47%
15%
13%
11%
6%
4%
4%
0%
%
change
 65%
 8%
 6%
 44%
117%
 88%
 98%
 54%
* Data only available for 3 months for some staff.
Figure 28 – RNF Gains by service area
The decrease is partly due to the change in indicator figures from the
previous Formula Spending Share and the loss of data for some staff
resulting in some significant under-recording.
This brings the total income generated in Salford by the Welfare Rights
Team to £5,933,948.05.
The level of financial gains achieved through Welfare Rights casework has
increased steadily over the years as shown in figure 29. There has been
an increase of 2% on last year.
£6,000,000
£5,000,000
£4,000,000
£3,000,000
£2,000,000
£1,000,000
£0
'87
'88
'89
'90
'91
'92
'93'94
'94'95
'95'96
'96'97
'97'98
'98'99
'99'00
Figure 29 - Annual Profile of Financial Gains (Case-work )
20
'00'01
'01'02
'02'03
'03'04
'04'05
'05'06
3.3.5 Client Satisfaction
In addition to those dealt with through the advice line (see 3.1.3)
questionnaires were sent to nearly all closed cases where there was more
long-term involvement
Generic, Mental Health and Learning Disability - questionnaires were
sent to 339 (479) people. 160 (241) (47%) responded of whom 99% (99%)
were satisfied or very satisfied with the service they received and 99%
(99%) were likely or certain to recommend the service. A more detailed
breakdown of these responses is set out in Appendix VII.
Health - questionnaires were sent to 233 (173) people. 122 (84) (52%)
responded of which 100% (99%) were satisfied or very satisfied with the
service they received and 100% (98%) were likely or certain to
recommend the service. A more detailed breakdown of these responses
is set out in Appendix VII.
Linkworkers - see 4.3.5 and Appendix IX.
Take-up Staff - see 5.2.2 and Appendix X.
Appreciation of the Service is also illustrated by the following quotes.
Advice Line
“I cannot fault the service at all. I
found the adviser knowledgeable,
friendly and eager to help. A brilliant
service staffed by excellent people.”
“This service was excellent. Even
when they didn’t reach me at first
they tried and tried again. The advice
given to me helped immensely. I
have gone on to use the info. to
challenge the amount of my benefit.”
“I have used this service a number of
times for families with whom I work
and have always found it to be very
helpful. Excellent service.”
(Staff/agency)
“The adviser was helpful and the
advice clear and understandable.”
“Admin. superb. Figures were spot
on.”
Welfare Rights (General)
“I can’ speak highly enough of her. It
was my pleasure to meet her.”
“Contacting
your
service
changed my life for the better.”
has
“The help I received was second to
none and I know that I really would
have struggled through my appeal
without her advice, compassion and
just being there for me.”
“It has made my life more comfortable
and easier. I feel 100% better
because of your services.”
“Because of your help I can look after
my disabled sister a lot better.”
“I have suffered for many years with
angina and arthritis as well as
asthma. I have asked before for
mobility allowance and was refused
and I have asked for disability and
been refused. Your service is the
only help I have ever had.”
“The service I got from you staff was
excellent. I wish other services were
as competent as yours and as
friendly. With your service I have got
my faith back in other people.”
21
“Your service has made me more
confident about myself and my
disability. I was panicking a little
before, but now I can concentrate
on my future thanks to your
fantastic support and constant
follow ups. 10/10.”
“I would like to thank everyone
involved in my case. From the first
‘phone call and throughout my case
the staff at Welfare Rights have
been immensely caring and helpful.
Nothing was too much trouble for
them.”
“She made me feel at ease with her and able to talk about my problems. My contact
with you service was the best thing I could have done.”
Welfare Rights (Health)
“You cannot improve an already
fantastic service. Twelve years ago a
successful tribunal. Since then
numerous forms, advice etc. Frankly
‘our team’ has made life much easier
and stress free.”
“I want to thank you so much for all
the help you gave me. I feel as if the
world has been lifted off my
shoulders. It was a very worrying
time for me. I wish I could do
something for you in return for all
your kindness.”
“I wish the Job Centre had told me
about your service earlier!”
“I have a special needs child so
filling out DLA forms was a
nightmare, but she came down and
helped me to fill them in and taking
the pressure off me. I would just like
to say a big thank you for all your
help and understanding.”
“When I felt I had no-one to turn to
when I knew I was being unfairly
treated, she was very sympathetic,
supportive and more importantly took
action to help me get justice.”
22
4)
4.1
WELFARE RIGHTS LINKWORKER SERVICE
BACKGROUND
4.1.1 Ethnic minority communities are often excluded from mainstream services
because they are hard to engage or due to stigma of others or their own
language/cultural barriers. Linkworkers provide a cultural bridge between
statutory services and ethnic minority populations. Through local events,
open days, interaction with other organisations, meetings and outreach
work, they search and identify prospective ethnic minority clients and
support those who have fallen through the net of mainstream services.
The Service focuses on the Urdu, Punjabi and Arabic speaking
communities within Salford and aims to not only to deliver correct and
maximum benefit entitlement, but also to provide guidance and practical
support to improve their quality of life.
4.2
SERVICE PROVIDED
4.2.1 Telephone advice lines
The two Linkworkers have dedicated telephone lines with an answer
machine facility to provide initial access to the Service and for telephone
advice. Messages are also be taken by administrative/support staff fluent
in the appropriate languages.
This facility offers an initial contact point, and this was chosen by a quarter
(Urdu/Punjabi) and over a third (Arabic) of those contacting the Service.
4.2.2 Advice sessions
Drop-in advice sessions are conducted at five venues during the week.
Language
Urdu/Punjabi
Arabic
Venue
Day
Eccles Youth Centre
Monday morning
North Salford Youth Centre
Tuesday morning
Eccles Library
Monday morning
Pendleton House
Wednesday afternoon
Eccles Youth Centre
Thursday morning
Figure 30 - Linkworker Service Advice Sessions
Attendance at sessions and other contact is shown in figure 31.
Contact/venue
Urdu/
Punjabi
Arabic
Total
No.
contacts
%
Broughton Y.C.
Eccles Y. C.
Home Visit
Total
305
50
93
448
68%
11%
21%
Eccles Library
Eccles Y.C.
Pendleton House
Home Visit
Total
87
71
58
61
277
31%
26%
21%
22%
725
Figure 31 - Linkworker Service Interviews/Sessions
23
40
28
Contacts
per
session
7½
2
68
4
36
38
34
2½
2
1½
108
2½
1½
1½
1
1
5½
176
4
14
No.
sessions
Contacts
per week
6
2
2
10
Home visiting is an important element to the Services, where it was
required for over a fifth of clients.
4.3
CASEWORK
4.3.1 Profile of New Clients
Welfare Rights Linkworker (Urdu/Punjabi)
91 people (38%) had 361 issues (56%) dealt with during the year. 60%
(55) of people assisted were women, 52% (48) had dependent children,
15% (14) were lone parents and 35% (32) were carers.
Welfare Rights Linkworker (Arabic)
42 people (8%) had 235 issues (12%) dealt with during the year. 21%
(9) of people assisted were women, 48% (20) had dependent children,
12% (5) were lone parents and 21% (9) were carers. The majority (48%)
were single people with no dependents.
Client profile comparisons between the two Services are shown in the
following charts.
50%
45%
40%
35%
30%
25%
Urdu/Punjabi
20%
Arabic
15%
10%
5%
0%
Single
- no children
Couple
- no children
Single
- children
Couple
- children
0%
Figure 33 - Employment
24
Retir
ed
(adu
lt)
(chil
dr
5%
Urdu/Punjabi
Arabic
Child
10%
Care
r
15%
Care
r
20%
ent
25%
Stud
30%
yed
35%
Selfemp
lo
40%
Emp
loye
d
45%
Sick
50%
en)
Unem
ploy
ed
Figure 32 - Family Status
30%
25%
20%
15%
Urdu/Punjabi
Arabic
10%
5%
0%
< 16
16-17
18-24
25-34
35-44
45-59
60+
Figure 34 - Age
40%
35%
30%
25%
20%
Urdu/Punjabi
15%
Arabic
10%
5%
0%
New Prospect
Tenant
Owneroccupier
Private
Tenant
Housing
Assn.
Family &
Friends Other
Figure 35 - Accommodation
14%
12%
10%
8%
Urdu/Punjabi
6%
Arabic
4%
2%
0%
Mental Health
Heart/Stroke
Cancer
Figure 36 - Ill-health
25
Accidents
Other
Urdu/Punjabi
60%
Arabic
50%
40%
30%
20%
10%
0%
Income
Support
Other
WTC
Other
Benefit
Figure 37 - Income
The City Council has identified 11 target groups to whom it is committed to
directing its services, and those people seen fell into the following groups:100%
Urdu/Punjabi
90%
Arabic
80%
70%
60%
50%
40%
30%
20%
Figure 38 - Target Groups
In debt
Carer
Child/
Young Person
Unemployed
Low Paid
Ethnic
Minorities
Lone
Parents
Over 60s
Ill-health
Women
0%
Disabled
10%
50%
Urdu/Punjabi
45%
Arabic
40%
35%
30%
25%
20%
15%
10%
Figure 39 - Casework by Ward
26
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton North
Swinton South
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Boothstown &
Ellenbrook
Broughton
0%
Barton
5%
Work with Urdu/Punjabi speaking communities features significantly in
Broughton and Eccles wards, whilst work with Arabic speaking
communities features mostly in Barton, Eccles and Langworthy wards.
4.3.2 Profile of Referrals
Casework referrals came from the following sources:100%
Urdu/Punjabi
Arabic
90%
80%
70%
60%
50%
40%
30%
20%
Other
Orgs.
Other Stat.
Orgs.
Advice
Agencies
Children
Services
Adult
Services
Self
Friend/
Relative
0%
Health
10%
Figure 40 - Referral Sources
4.3.3 Profile of Advice
A total of 596 issues were dealt with.
 Welfare Rights Linkworker (Urdu/Punjabi)
 Welfare Rights Linkworker (Arabic)
361
235
A breakdown of these is shown in figure 41.
20%
Urdu/Punjabi
18%
Arabic
16%
14%
12%
10%
8%
6%
4%
27
Working Tax Credit
Utilities
TV/Licence
Tax
Social Fund
Retirement Pension
Pension Credit
Legal
Nationality
JSA
Incapacity
Income Support
Housing
Housing Benefit
Health
Figure 41 - Profile of Issues
Health Benefits
Harassment
Finance
Employment
Education Benefits
Education
Disability Benefits
Debt
Disability
Council Tax Benefit
Child Tax Credit
Carers Allow.
0%
Child Benefit
2%
A wider range of benefit issues is dealt with than the general Welfare Rights
Service, however disability benefits and children benefits are dominant for the
Urdu/Punjabi Linkworker, whilst Housing and Housing Benefit are the main
issues for the Arabic Linkworker.
The level of intervention with these issues is shown below.
60%
Urdu/Punjabi
Arabic
50%
40%
30%
20%
Reconsideration
Negotiation
Claim
Appeal
Advocacy
0%
Advice
10%
Figure 42 - Levels of Intervention
4.3.4 Profile of Outcomes
£632,169.91 extra income was secured for people through the Linkworker
Service casework (32%).
Linkworker (Urdu/Punjabi)
Linkworker (Arabic)
Financial Gains
Weekly benefit (Weekly x 52)
Total
£323,728.08
Lump sum (inc. arrears)
Weekly benefit (Weekly x 52)
£126,605.05
£171,782.00
Lump sum (inc. arrears)
Figure 43 – Financial Gains
£10,054.78
Total
£632,169.91
Further, additional income to the City Council through enhanced Formula
Spending Share Indicators was secured of £46,301 (4%).
Detailed casework statistics are set out in Appendix XIII.
4.3.5 Client Satisfaction
Questionnaires were sent to 78 (83) people. 36 (51) (46%) responded of
whom 100% (99%) were satisfied or very satisfied with the service they
received and 89% (99%) were likely or certain to recommend the
service. A more detailed breakdown of these responses is set out in
Appendix IX.
28
Appreciation of the Service is also illustrated by the following quotes.
Arabic
“It’s so difficult to find someone who
gives advice and help like you in
Salford. That’s why we wish you all
the best for your excellent service
which offers a help to the Arabic
community and I’d like to thank you
very much for your help.”
“God keep you another 100 years for
us.”
Urdu/Punjabi
“She helped me a lot. I could not
speak English very well and due to
this complications occurred. She
managed to reopen my case and
helped me to claim benefits that I
was entitled to. I cannot thank her
enough.”
29
“Communicating in Urdu/Punjabi
makes it easier to understand and
make yourself understood, is very
helpful and very necessary as it’s
difficult to understand English
sometimes.”
5)
TAKE-UP AND BENEFIT PROMOTION
5.1
Take-up levels
The Information & Analysis Directorate of the DWP estimates take-up
levels of means-tested benefits each year - the latest figures available are
for 2004/5. These estimate that up to £8.06 billion of means-tested
benefits (not including Tax Credits) goes unclaimed, broken down into
Benefit
Income Support
Pension Credit
Housing Benefit
Council Tax Benefit
Council Tax 2nd Adult Rebate
Jobseeker’s Allowance (IB)
Total
Max. unclaimed
£1,130 million
£2,070 million
£1,650 million
£1,800 million
£30 million
£1,380 million
£8.06 billion
(16%)
(36%)
(18%)
(50%)
(0%)
(18%)
Max. %
entitled nonrecipients
17% (2%)
39% (2%)
16% (0%)
38% (3%)
88% (2%)
50% (5%)
Max. no.
entitled nonrecipients
440,000
1,630,000
750,000
2,950,000
260,000
530,000
(28%)
Figure 44 – Benefits Non Take-up (Nationally)
(http://www.dwp.gov.uk/asd/income_analysis/final0405.pdf)
In addition figures are now available for Working Tax Credit and Child Tax
Credit, but only for 2003/4. These break down into
Tax Credit
Average unclaimed
(n/a)
Child Tax Credit
£2,280 million
(n/a)
Working Tax Credit
£2,410 million
Figure 45 – Tax Credits Non Take-up (Nationally)
Average %
entitled nonrecipients
(n/a)
79%
(n/a)
56%
Average no.
entitled nonrecipients
1,470,000
1,280,000
(http://www.hmrc.gov.uk/stats/personal-tax-credits/takeup_rates_2003-04_mar06.pdf)
The Tax Credit figures are not additive as Child Tax figures includes those
with an entitlement also to Working Tax Credit and vice versa. Totals
below are based on the higher figures only.
Working on purely on a population comparison – Salford has
approximately 0.37% of the national population – this translates into
Benefit
Max. unclaimed in
Salford
Income Support
Pension Credit
Housing Benefit
Council Tax Benefit
Council Tax 2nd Adult Rebate
Jobseeker’s Allowance (IB)
Child/Working Tax Credit
Total
£4.18 million
£7.66 million
£6.11 million
£6.66 million
£0.11 million
£5.11 million
£8.92 million
£38.75 million
Max. %
entitled nonrecipients
17%
39%
16%
38%
88%
50%
66%
Max. no
entitled nonrecipients in
Salford
1,628
6,031
2,775
10,915
962
1,961
5,439
Figure 46 – Non Take-up (Salford)
As much as £38.75 million may be under-claimed in Salford, by the
number of people indicated against each benefit.
The largest number of people who fail to claim their entitlement are
pensioners where as many as 39% fail to claim Pension Credit; 47% fail to
claim Council Tax Benefit and 19% fail to claim Housing Benefit.
30
In addition, figures from research into non take-up of disability benefits
published in March 1998 indicate a potential under-claim of Attendance
Allowance and Disability Living Allowance of up to £30.76 million in
Salford, split into
-
4,000 people not claiming Attendance Allowance
8,300 people not claiming Disability Living Allowance (care)
4,750 people not claiming Disability Living Allowance (mobility)
The rates of disability benefits have increased between March 1998 and
March 2006 by 26% so the total amount rises to £38.8 million.
A total of £78 million means-tested and disability benefits may be
unclaimed in Salford.
5.2
Take-up work with those 60+
5.2.1 The major focus for take-up work has been with those aged 60 or over as
they are consistently identified as the most significant under-claiming
group.
Research¹ has indicated the following reasons for older people not
claiming:




Lack of awareness – income levels and who to contact
Independence – “hand-outs” or “for others much worse off”
Bad experience – poor service or turned down before
Dislike of official premises
Complexity of the claiming process
Further research² has identified ‘perceived ineligibility’ and ’levels of
misconception’ on the rules of entitlement as barriers to claiming. The
same research also found that “practical help (a ‘phone call or visit) would
encourage theme to apply”. The Service’s experience is that the key to
success in promoting take-up amongst older people is personal contact,
home visits and effective follow up work. DWP statistics show that in
February 2005 the number of all Pension Credit claimants in Salford was
13,600 with a take-up rate of 30.4%. This is the second highest in Greater
Manchester.
5.2.2 Over 60s – Housing/Council Tax Benefit Recipients
Three Welfare Rights Advisers (Take-up) offer benefit checks to those
identified from the Housing/Council Tax Benefit data records as receiving
maximum benefit, but not receiving Guarantee Pension Credit.
In the 2005/6 approximately 616 checks were offered. 373 people
(approx. 61%) were advised and assisted with 1,281 benefit issues.
56% (209) of people assisted were women, 64% (240) were single, 54%
(200) had physical disabilities and 13% (47) were carers.
The profile of those assisted is shown in the following charts.
¹ ‘Older people and Income Support: barriers and triggers to the take-up of Income Support’. Research Summary No.100 – DSS. June
1998 (http://www.dwp.gov.uk/asd/asd5/100summ.asp )
² ‘Encouraging take up: awareness of and attitudes to Pension Credit’. Research Report No. 234 – DWP. March 2005.
(http://www.dwp.gov.uk/asd/asd5/rports2005-2006/rrep234.pdf)
31
60%
50%
40%
30%
20%
10%
0%
Family/
Friends
Owner
-occupier
Tenant
(Housing Assn.)
Tenant
(NPHL)
Tenant
(Private)
Figure 47 - Accommodation
It is New Prospect tenants who predominate followed by owner-occupiers.
25%
20%
15%
10%
5%
0%
Mental Health
Heart/Stroke
Cancer
Accident
Figure 48 - Ill-health
60%
50%
40%
30%
20%
10%
0%
Pension Credit
(Guarantee)
Other
Benefit
Other
Figure 49 - Income
32
Other
0%
Figure 51 - Profile of Issues
33
Other
Winter Fuel
Payments
Retirement
Pensions
Pension Credit
Industrial
Injuries
Housing
Benefit
Housing
Disability
Benefits
Disability
Council Tax
Benefit
Council Tax
Carers
Allow.
Barton
0%
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Broughton
Boothstown
& Ellenbrook
12%
10%
8%
6%
4%
2%
Figure 50 - 60+ Take-up cases by Ward
Eight wards fell around the average of 4-6%.
Wards > 6% Broughton, Eccles, Langworthy, and Ordsall.
Wards < 4% Barton, Boothstown & Ellenbrook, Claremont, Kersal and
Worsley.
Profile of advice is shown in the following figures.
30%
25%
20%
15%
10%
5%
The way in which these issues were dealt with is shown in figure 60.
35%
30%
25%
20%
15%
10%
5%
.
R
ec
on
n
ot
ia
tio
N
eg
C
om
pl
ai
nt
C
la
im
ea
l
A
pp
ac
y
oc
A
dv
A
dv
ic
e
0%
Figure 52 - Levels of Intervention
The main level of intervention was establishing claims (35%), advice (28%)
and requesting reconsideration of decisions (29%).
Extra income for older people - £868,321.48 (12%) was secured for
older people through targeted take-up work.
Extra income for the City Council of £195,615 (65%) was also secured
through enhanced Relative Needs Formula Indicators – a direct return to
the City Council of over £2 for every £1 invested. This figure is actually an
understatement of the true position as over a third of the data for the year
was lost.
Total extra income of £1,063,936.48 (31%) was secured - a return to the
City of approximately £12 for every £1 invested.
Satisfaction – questionnaires were sent to 244 (297) people (65%). 178
responded (73%) of whom 100% (99%) were satisfied or very satisfied
with the service, 98% (99%) found the advice given very easy or fairly
easy to follow, 100% (99%) had an outcome that was the same or
better than they had expected and 99% (99%) were certain or likely to
recommend the service. A more detailed breakdown of these responses
is set out in Appendix X.
Appreciation of the Service is also illustrated by the following quotes.
“What a wonderful feeling to have an
official department in Salford to give
you such professional assistance so
freely given.”
“Made us feel like he was part of the
family. He was a very caring lad.”
“She was very, very helpful and
explained everything in a way that
my mum could understand.”
“She was so easy to talk to and listen
to.”
34
“I can only say that your service is
great value to people like me. She
was very kind and understanding, A
lovely lady to come into your home.
When I had reason to ‘phone the
office it was always a friendly voice
on the ‘phone with an offer of help.
Keep it up!”
“I could not have been treated any
better. The lady made me very much
at ease. I felt as if I was being cared
for and it was much appreciated
when you spend a lot of time on your
own. She was a lovely person.”
“I would like to commend her for her
kindness and consideration when
dealing with my case. She never
hurried
you
and
explained
everything in detail. Nothing was too
much trouble for her.”
“She was very nice to me and
helped me all along. She ‘phoned
me to see if everything was going to
plan. More than twice I thought that
was nice of her to be so thoughtful.
I felt like family. It’s so nice
someone cares for you when you’re
on your own.”
“Your service is first class. I don’t think you could improve it.”
5.2.3 Pension Service
The Pension Service is pursing joint working with the City Council
particularly around promoting benefit take-up. Regular liaison
arrangements were made to furnish information that would allow them to
conduct similar take–up work with common evaluation measures.
5.3
Pregnant Women and Parents with young children
A Welfare Rights Officer post is funded by Sure Start – Little Hulton to
work towards promoting income maximisation and advice to parents with
young children in Little Hulton and to provide financial advice around
choices regarding child care, training & employment opportunities.
This would have involved a different model of working with a focus on
second tier work with Sure Start workers, health care professionals and
agencies. Unfortunately funding was not available to cover maternity
absence from May 2005 throughout the year. As a result very little of the
work envisaged could be take forward.
5.4
Drug Treatment (CJIT) Referrals
A Welfare Rights Officer post is funded by the Drug Action Team
(DAT)/Criminal Justice Intervention Team (CJIT) to support those
undergoing treatment programmes or are otherwise referred through CJIT
with stabilising income/trouble shooting financial issues.
This also had a focus on second tier work with key workers and the CJIT
and to develop appropriate training programmes.
From the limited direct casework undertaken, 24 people were assisted
with 93 issues, and extra income of £14,842.44 (81%) was generated for
those referred with additional income for the City Council of £515 (98%)
through enhanced Relative Needs Formula – total extra income of
£15,357.44 (85%). These figures are down on the previous year due to a
staff vacancy.
5.5
Impact on the City Council
Take-up, especially of Attendance Allowance/DLA Care (65+) and
Pension Guarantee Credit or over, has a direct relationship to the
calculation of the Relative Needs Formula (RNF) used by the Government
to determine funding to the City Council. For example a new claim of
Pension Guarantee Credit would result in £2,358 extra income in the future
to the City Council. Similarly a new claim to Attendance Allowance could
mean an extra £1,555 to the City Council. For a breakdown of these
figures – see Appendix XV.
35
5.6
Publicity Material
Service leaflets were produced and distributed throughout the year along
with a range of benefit and debt specific leaflets. These are detailed in
Appendix XVI.
Display material advertising the Welfare Rights and Debt Advice Service
and Linkworker Service was used at events.
5.7
Promotional Activity
A number of talks, events and media appearances were undertaken in
2005/6 that served to promote both the Welfare Rights and Debt Advice
Services. These are detailed in Appendix XVII.
36
6)
CHARGING ASSESSMENT
6.1
Charging Assessment Process
The process for the assessment of charges for non-residential services for
adult is outlined in figure 53.
Welfare Rights Adviser
Care Manager
Care Needs Assessment
Supporting
People
‘Charging Assessor’
Home visit
- income
- initial benefits advice/
claim form completion
- disability costs
Benefits follow-up
Claims/reviews re. DLA/AA
Challenging decisions
Quality control/customer
satisfaction survey
Finance Officer
Housing Support
Billing process
Figure 53 – Charging Assessment Process
The Charging Assessment Team is managed within the Welfare Rights
Service and this ensures that emphasis is given to maximising the income
of service users in the City and assessment of the extra costs associated
with living with a disability as well as to the accurate calculation of the
contribution required towards the cost of the services provided.
The team comprises six Charging Assessors and a Supervisor.
6.2
Benefit take-up
Assessments are conducted in people’s own home and service users are
invited to have a representative, family member or carer present with
them. By interviewing face to face Assessors have a better opportunity to
identify missing benefit entitlements, particularly disability benefits and are
well placed to overcome some of the obstacles and concerns of many
older people to claiming means tested benefits.
The majority of service users are older people so there is a particular
emphasis on securing extra benefits for the over 60s eg. Pension Credit,
Attendance Allowance and Carers Allowance.
Following up claims, challenging decisions and seeking reconsiderations
are in the main dealt with by two Welfare Rights Advisers who work
alongside the Charging Assessors.
6.3
Benefits Work in 2005/6
6.3.1 Benefit work – 1,403 people were advised and assisted with 5,693
benefit issues.
63% (921) of people assisted were women, 79% (1,110) were single, 73%
(1,023) had physical disabilities and 3% (48) were carers.
37
The profile of clients as a whole is shown in the following charts.
80%
70%
60%
50%
40%
30%
20%
10%
0%
Single no children
Couple no children
Single children
Couple children
Figure 54 - Family Status
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
< 16
16-17
18-24
35-44
25-34
45-59
Figure 55 - Age
80%
70%
60%
50%
40%
30%
20%
10%
0%
Retired
Self-employed
Sick
Figure 56 - Employment
38
60+
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Family/
Friends
Owner
-occupier
Tenant
(NPHL)
Tenant
(HA)
Tenant
(Private)
Other
Figure 57 - Accommodation
It is New Prospect tenants who predominate followed by owner-occupiers.
40%
35%
30%
25%
20%
15%
10%
5%
0%
Mental Health
Heart/Stroke
Cancer
Accident
Figure 58 - Ill-health
80%
70%
60%
50%
40%
30%
20%
10%
0%
Physical
Learning
Figure 59 - Disability
39
Other
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Other
Benefit
Pension Credit
(Guarantee)
Other
Figure 60 - Income
Two thirds (66%) had benefits as their main income source. Nearly a half
(44%) was receiving Guarantee Pension Credit/Income Support.
The City Council has identified 11 target groups to whom it is committed to
directing services. Those people seen fell into the following groups:90%
80%
70%
60%
50%
40%
30%
20%
In debt
Carer
Unemployed
Child/
Young Person
Figure 61 - Target Groups
Low Paid
Ethnic
Minorities
Lone
Parents
Older
People
Disabled
Ill-health
0%
Women
10%
Benefit work with service users through the charging assessment process
is an effective route to targeting older people, those suffering ill-health or
with disabilities.
40
12%
10%
8%
6%
4%
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden North
Walkden South
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Barton
0%
Boothstown
& Ellenbrook
Broughton
2%
Figure 62 - Casework by Ward
Nine wards fell around the average of 4-6%.
Wards > 6% Eccles, Langworthy, Little Hulton, Swinton North and
Worsley.
Wards < 4% Boothstown & Ellenbrook, Claremont, Ordsall, Walkden
North, Walkden South and Winton.
6.3.2 Profile of Advice
A breakdown of the 5,693 issues dealt with is shown in figure 63.
30%
25%
20%
15%
10%
Other
Retirement
Pensions
Pension
Credit
Income
Support
Incapacity
Benefit
Housing
Benefit
Council Tax
Benefit
Council Tax
Carers
Allowance
0%
Disability
Benefits
5%
Figure 63 - Profile of Issues
The way in which these issues were dealt with is shown in figure 64.
41
100%
80%
60%
40%
20%
0%
Advice
Claim
Reconsideration
Figure 64 - Levels of Intervention
The main level of intervention was advice (88%) and establishing claims
(8%).
6.3.3 Extra income for service users – £663,404.98 (14%) was secured.
Team
Charging Assessors
Welfare Rights Advisers (Service Users)
Total
£
£204,494.30
£458,910.68
£663,404.98
%
31%
69%
Extra income for the City Council of £17,443 (88%) was secured
through enhanced Formula Spending Share Indicators.
Team
Charging Assessors
Welfare Rights Advisers (Service Users)
Total
£
£11,757
£5,686
£17,443
%
67%
33%
Total extra income of £680,847.98 (26%) was secured - a return to the
City of approximately £3 for every £1 invested.
6.3.4 Client Satisfaction – questionnaires were sent to as many closed cases
as was appropriate 903 (64%). 484 responded (54%) of whom






34% had benefit claims made for them
99% felt that we listened well to what they had to say
95% found the advice given very easy or fairly easy to follow
92% said that they understood the charge
96% felt that all there needs had been taken into account
94% felt that the outcome was better than they had expected.
A full breakdown of responses is set out in Appendix XI.
Feedback from service users and their carers has been very positive as
the following comments illustrate:”I am extremely grateful for all the
support I received after my fall.
The quality of care I received from
everyone involved was truly first
class and I cannot speak highly
enough of them.”
"She was excellent and a fine
ambassador for Salford City
Council. She went out of her way
to ensure that the interview was
conducted in a relaxed manner."
42
”She was very helpful and made
you feel at ease. She was
extremely good, very friendly and
caring.”
"A lovely lady. She explained
everything to us. She was very
understanding of our needs as we
both have MS.”
“The lady was very polite and spoke
nicely to my mother and made
everything very clear to follow.
Excellent service.”
“She was calm, kind, helpful and
empathetic. I felt my aunty and I
were
well
supported
and
understood.”
“What a wonderful lady you have on
your team. Also everyone else [at the
office]. All very polite, courteous and
very helpful.”
“Can’t fault the service. Second to
none, plus the follow-up. Service
cannot be beaten.”
“Very pleasant and helpful. Very kind
to my mother.”
“The very best service anyone can
get.”
“The two officers that came to me
made me feel more confident to
speak to people that are official. I
can’t thank them enough.”
43
“We spoke on the ‘phone and she
was the only person . . . who
seemed to know what she was
talking about.”
“[WRASU] could not have been
more helpful – excellent service.
Thanks to [CA] also for the
introduction to the various lights
and services Very good and much
appreciated.”
7)
7.1
DEBT ADVICE SERVICE
TELEPHONE ADVICE LINE
This is the main route for directly accessing the Debt Advice Service
operating on 3 days a week – Monday, Wednesday and Friday. In 2005/6
135 advice sessions were conducted – 90% of the maximum.
During 2005/6 531 calls (9%) were dealt with – an average of 4 calls a
session of which 1 in 4 on average required allocation for ongoing
casework.
The trend of calls and numbers of sessions conducted can be seen in
figure 65.
1,000
900
800
700
600
500
400
300
200
100
0
Number of calls
Number of sessions
'97-'98
'98-'99
'99-'00
'00-'01
'01-'02
'02-'03
'03-'04
'04-'05
'05-'06
Figure 65 - Annual Profile of Callers and Sessions
Initial contact was also made in other ways.
Letter
21 (19%)
Telephone
13 (12%)
Fax
37 (33%)
Office
Visitor
4 (4%)
E-mail
36 (32%)
Figure 66 - Other Initial Contacts
This indicates a reduction of faxes with a rise in the use of e-mails/on-line
referrals – 10% to 32% and letters – 10% to 19%. Whilst Advice Line
contact reduced by 9% the number of non-Advice Line referrals grew by
68% from 66 to 111. Contact method and usage is shown in figures 67 ae.
44
Agency/Team
Welfare Rights Service
SW (adults)
SW (carers – PD)
SW (MH)
SW (PD)
CAB (Hope)
Housing Advice
NPHL
Total
Number
1
2
2
3
3
1
13
12
37
%
3%
27%
38%
32%
One every one to two weeks is received on
average - mainly from New Prospect staff.
Number
1
1
9
9
1
21
%
52%
43%
5%
One every two weeks is received on
average – mainly from Housing Advice and
New Prospect staff.
Agency/Team
Number
Self
4
Total
48
Figure 67c – Office visitor
Number
1
1
1
1
3
6
Total
Figure 40d – Telephone
%
8%
23%
23%
46%
13
One every month is received on average.
Figure 67a – Faxes
Agency/Team
CAB (Prestwich)
CAB (Salford)
Housing Advice
NPHL
Self
Total
Figure 67b – Letters
Agency/Team
SW (child disability)
Supp. Worker (MH)
SW (Int. Care)
SW (MH)
Friend/Relative
Self
%
100%
Agency/Team
Open Door (NCH)
Sure Start
Drug Team
Supp. Worker (MH)
SW (adults)
SW (hospital)
SW (PD)
CPN
Housing Advice
HB/CT/Salford Direct
NPHL
Self
Total
Figure 40e – E-mail
Number
1
2
3
1
2
1
1
2
1
1
11
10
36
%
8%
22%
6%
3%
3%
31%
28%
One every one to two weeks is received on
average.
Introductory Tenancies – New Prospect Central Rent Recovery Team
(Eccles) routinely fax details of people who have breached their introductory
tenancy agreement by accumulating rent arrears. 38 notifications were
received in 2005/6 – a 75% decrease on the previous year.
800
700
600
500
400
300
200
100
0
2002-3
2003-4
2004-5
2005-6
Figure 68 – New Prospect Introductory Tenancy breach notifications by year
Receipt of these notifications is dealt with by the Administrative Support
Team who send information about the availability of the Debt Advice Service
and invite people to contact the Advice Line.
45
7.1.1 Profile of Advice Line Callers
The wards where personal callers lived were identified in 89% of cases
and the geographical spread is shown in figure 69.
10%
8%
6%
4%
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Broughton
0%
Barton
Boothstown
& Ellenbrook
2%
Figure 69 - Callers by Ward
Nine wards fell around the average of 4-6%.
Wards > 6% Irwell Riverside, Langworthy, Little Hulton, Pendlebury and
Weaste & Seedley.
Wards < 4% Boothstown & Ellenbrook, Claremont, Eccles, Irlam,
Swinton South and Worsley.
Callers were overwhelmingly calling on their own behalf (88%) - see figure
70.
Self
88%
Social Services
3%
Advice Agencies
1%
New Prospect
1%
Others
1%
Relative/Friend
4%
Other Organisations
2%
Figure 70 - Caller Status
7.1.2 Personal Caller Awareness of Service
75% of personal callers (ie. non-agency) stated how they were aware of
the Advice Line – see figure 71.
46
35%
30%
P
25%
s
ou
vi
e
r
er
us
20%
vi
15%
10%
S
l
ia
oc
r
Se
s
ce
F
/R
nd
rie
e
iv
at
l
e
ity
lic
b
Pu
dv
A
e
ic
A
es
ci
n
ge
I
er
id
v
o
y
rit
ho
ut
A
al
oc
al
rn
e
nt
L
5%
lth
ea
H
ng
si
Pr
ou
H
th
O
er
.
at
St
O
s.
rg
e
th
O
s.
rg
rO
0%
Figure 71 - Personal Caller Awareness
These figures are consistent with previous years.
7.1.3 Caller Satisfaction
Questionnaires were sent out to 205 (39%) callers who contacted the
Advice Line – 194 personal callers and 11 staff/agency callers. Of personal
callers 18% responded, of whom 91% (9%) were satisfied or very
satisfied with the service they received, 97% (3%) found it fairly easy or
very easy to contact the service, 94% (1%) found the advice given useful
or very useful and 97% (3%) were likely or certain to recommend the
service. A more detailed breakdown of these responses is set out in
Appendix XII.
Questionnaires are sent out to callers on a quarterly basis apart from
where no address is known, who have been sent a questionnaire in the
previous six months (twelve months for agencies/staff), have since been
allocated for casework or where it would not be appropriate eg. mental
state, family circumstances etc.
7.2
CASEWORK
7.2.1 Profile of People Assisted
Advice line cases – 280 people had 947 issues – 945 (debt) and 2
(benefits) dealt with through a short-term involvement.
In addition 239 people with 1,650 issues – 1,623 (debt) and 27 (benefits)
were dealt with on a more long-term basis.
Overall this represents a 1% decrease in people assisted but a 1%
increase in debt/benefit issues dealt with over the previous year.
Ethnicity – 70% of people assisted had their ethnicity properly recorded
(an increase of 22% on 2004/5). Of those 4% were from ethnic minority
communities.
58% (302) of people dealt with were women, 37% (192)had dependent
children, 22% (113) were lone parents and 5% (26) were carers.
Client profile is shown in the following charts.
47
60%
50%
40%
30%
20%
10%
0%
Single
- no children
Single
- children
Couple
- children
Couple
- no children
Em
pl
35%
Si
ck
oy
ed
Figure 72 - Family Status
30%
5%
R
et
ire
d
lt)
er
(a
du
C
ar
St
ud
10%
en
t
Se
lfem
pl
15%
C
ar
oy
e
U d
ne
m
pl
20%
er
(c
hi
oy
ld
r
ed
en
)
25%
0%
Figure 73 - Employment Status
30%
25%
20%
15%
10%
5%
0%
< 16
16-17
18-24
35-44
25-34
Figure 74 - Age
48
45-59
60+
t
na
n
ily
/F
O
th
e
r
Fa
m
si
ng
H
ou
Pr
20%
ri e
nd
A
ss
n.
na
nt
Te
iv
at
e
O
w
30%
s
cc
up
ne
40%
rO
N
ew
50%
ie
r
Pr
os
pe
ct
Te
60%
10%
0%
Figure 75 - Accommodation
The majority of people are New Prospect tenants (56%) with the next largest
group being owners-occupiers (18%).
25%
20%
15%
10%
5%
0%
Mental
Health
Heart/Stroke
Cancer
Accidents
Other
Figure 76 - Ill-health
Over a fifth (22%) had some form of mental health problem.
35%
30%
25%
20%
15%
10%
5%
0%
Income
Support
WTC
Other
Benefit
Other
Figure 77 - Income
Over a half (55%) had benefits as their main income source and over a
fifth (21%) were in work with earnings ‘topped up’ with Working Tax Credit.
Over a third (34%) were receiving Income Support, Income Based
Jobseekers Allowance or Guarantee Pension Credit.
49
The City Council has identified 11 target groups to whom it is committed to
directing its services, and those people seen fell into the following groups:100%
90%
80%
70%
60%
50%
40%
30%
20%
Figure 78 - Target Groups
In debt
Carer
Child/
Young Person
Unemployed
Low Paid
Ethnic
Minorities
Lone
Parents
Older
People
Ill-health
Women
0%
Disabled
10%
10%
9%
8%
7%
6%
5%
4%
3%
2%
Out of Area
Worsley
Winton
Weaste & Seedley
Walkden South
Walkden North
Swinton South
Swinton North
Pendlebury
Ordsall
Little Hulton
Langworthy
Kersal
Irwell Riverside
Irlam
Eccles
Claremont
Cadishead
Boothstown
& Ellenbrook
Broughton
0%
Barton
1%
Figure 79 - Casework by Ward
This geographical spread is virtually identical to 2004/5. Eight wards fell
around the average of 4-6%.
Wards > 6% Broughton, Irwell Riverside, Langworthy, Little Hulton,
Pendlebury and Winton.
Wards < 4% Boothstown & Ellenbrook, Claremont, Eccles, Irlam,
Walkden South and Worsley.
50
7.2.2 Profile of Referrals
Case-work referrals – these came from the following sources:Se
lf
70%
60%
50%
A
ge
N
ew nci
es
Pr
os
pe
O
th
ct
er
St
at
.O
Fr
rg
ie
s.
nd
s/
Fa
m
O
ily
th
er
O
rg
s.
A
dv
ic
e
Se
lt
re
n
H
ea
lth
10%
A
du
In
te
rn
20%
C
hi
ld
al
Se
r
30%
rv
ic
es
vi
ce
s
40%
0%
Figure 80 - Referral Sources
Overwhelmingly referrals are direct self-referrals (71%).
7.2.3 Profile of Advice
A total of 2,568 debts issues were dealt with, of which 22% were priority
debts and 78% were non-priority debts. Breakdowns of these are shown in
figures 81 – 82. The total amount of debt dealt with was over £5 million.
60%
50%
40%
30%
20%
Figure 81 - Profile of Priority Debt Issues
51
Other
Secured Loan
Mortgage
Fines
Electricity
Gas
Rent
0%
Council Tax
10%
30%
25%
20%
15%
10%
Family/Friends
Water
Telephone
Store Card
Social Fund
Other
Money Lender
Income Tax/NI
HP/Credit Sale
Finance Co.
(unsecured)
Credit Card
Catalogue
Bank
(overdraft)
Bank Loan
(unsecured)
0%
Benefit
Overpayment
5%
Figure 82 - Profile of Non-priority Debt Issues
A detailed breakdown of debt issues by ward is set out in Appendix XIII.
There were 428 face to face interviews conducted (59%) of which 240
(56%) were office based interviews and 188 (44%) were home visits.
The main level of intervention was advice only (64%), followed by active
negotiation with creditors (29%) and court action (7%).
During the year Debt Advisers represented 27 (29) cases at the County
Court –
 4 Administration Orders
 5 Possession Hearings
 17 Bankruptcies
 1 Other matter
One of the strengths of the Service is that debt issues can be dealt with
across the whole spectrum of intervention levels – from initial advice
through to the Court proceedings without the need to refer to another
agency.
The Service participates in the County Court Duty Rota for possession
hearings in the County Court in partnership with Salford District Citizens
Advice Bureau, Shelter and private practice solicitors. This involves a
commitment of one morning a month.
7.2.4 Profile of Outcomes
As a consequence of the Service’s intervention, during the year


£415,404.72 extra income was secured for people (43%), in the
main, by debts being written off either with the agreement of creditors
or through the effect of composition orders. This is a 73% increase on
last year.
5 people retained their home.
52
The level of financial gains achieved through Debt Advice casework over
the years as shown in figure 83.
£800,000
£700,000
£600,000
£500,000
£400,000
£300,000
£200,000
£100,000
£0
'95/6
'96/7
'97/8
'98/9
'99/00
'00/1
'01/2
'02/3
'03/4
'04/5
'05/6
Figure 83 - Annual Profile of Financial Gains
Detailed casework statistics are set out in Appendix XIII.
7.2.5 Client Satisfaction
Questionnaires were sent to nearly all cases closed - 69 people. 24 (35%)
responded of which 100% were satisfied or very satisfied with the service
they received and 100% were likely or certain to recommend the service. A
more detailed breakdown of these responses is set out in Appendix XIV.
Questionnaires are routinely sent out to closed cases – the only exception
being who have been sent a questionnaire in the previous six months or
where it would not be appropriate eg. mental state, family circumstances
etc.
Appreciation of the Service is also illustrated by the following quotes.
Advice Line/short-term involvement
“I think this is a wonderful service.
Just keep up the good work especially
for
the
ill,
vulnerable
and
elderly/single people with no-one to
turn to.”
“Excellent communication. I didn’t
feel stupid.”
“Without your kind selves running
such a wonderful service I wouldn’t
like to say where someone like me
would be.”
“I have recommended you to many
people because you took the worry
and stress away.”
Allocated cases/long-term involvement
“I have been able to cope better with
my debts and feel like a weight has
been lifted from the help and support
that was provided.”
“In all contacts with your service we
have been listened to and have
always found comfort and reassurance from the advice given.
The Debt Adviser has been a ‘lifesaver’ through the advice and
support throughout, especially with
my depression.”
“I was actively suicidal due to my
severe mental health problems. This
had been exacerbated by living in
fear of creditors and the likelihood of
losing my home. The Debt Adviser
was an active empathic listener and
sensitive to my needs.”
“Without people like you to help
people like me I would have been
ready to take my life because I
couldn’t see a way out. The Adviser
was really kind and helpful and a
great friend to me through it all.”
53
8)
8.1
TRAINING AND STAFF DEVELOPMENT
Training Delivery
43 (5%) training courses were run during the year, involving 489 (2%)
people/places and a total of 666 (8%) training units delivered (defined as
1 person per half day or less). Charging a modest fee for external
agencies continued to help with the cost of room hire etc. Details of
courses delivered are in Appendix XVIII.
8.1.1. General Training Programme
Over half of the training delivered was through an annual training
programme – 25 sessions covering 17 subjects with 489 people/places
and attendance by 295 individuals.
This attracted participants from a wide range of staff and agencies as
illustrated in figure 84.
Private Sector Care Providers
1%
8%
Advice Agencies
5%
Other LAs
1%
Colleges
1%
Other Citty Council
staff
17%
DWP
1%
Statutory Orgs.
1%
Internal (WRS)
8%
Adult Services
35%
Children Services
14%
Figure 84 - Participants by Organisation (General Training
Programme)
Housing Provider
5%
Voluntary Orgs.
5%
Feedback through evaluation sheets (91% response) was extremely
positive. 96% (97%) felt that the course attended was good or very good
(58% very good & 38% good). The following comments were made:"Wanted to do this course for ages. It
was worth the wait.”
[Introduction to Benefits]
”Very thorough. Clearly explained and
backed up with excellent handouts.”
[Tax Credits]
“Fell more confident in advising clients
on their moving into work.”
[Moving into Work]
“I deal with elderly clients who ned
advice on the Social Fund – it’s now a
lot clearer.” [Social Fund]
“Good advice on completion of claim
pack.” “Helpful interpretation of
terms.” [Disability Benefits]
”Lively, entertaining and informative.”
[Benefits for 60+]
"Will enable me to give basic
information to clients’ relatives.”
[Residential Care]
54
“Well
presented and planned. I think
that all the information provided will be
useful in the future.”
[Incapacity for Work]
“I will take a lot from to my job.”
[Carers]
”Every social worker should attend
this course.” [Charging]
"Will be able to use in my work with
immediate effect.”
[Benefits for Children]
"Very informative. Able to now
advise parents with young people
not working where to go and what to
do.” [Benefits for Young People]
"Could not improve the course.”
“Made a complex subject very
interesting and accessible.”
[Appeals]
"Informative, in-depth and accurate,
facilitated by a knowledgeable
worker.” [Overpayments]
"What a great course.” “Will enable
me to give advice to the families I
work with.”
[Debt Awareness]
"A real eye-opener when it comes to
reading the small print.”
[Credit Where It’s Due]
8.1.2 Other training
Some training was delivered to certain agencies and staff groups eg. IAS,
Drug Service, health professionals and housing providers (Contour and
Sp@ce Housing Associations).
8.2
Staff Training & Development
The training needs of staff are identified regularly through supervision and
appraisal. In 2005/6 113 (74%) training courses were attended by staff at
a cost of just under £4,000.
No. staff
WROs/
WRAss
16
L/wrkrs
WRAs
CAs
DAs
M/ment
Support
2
5
7
2
5
9
Total/
Average
46
Places
49
15
21
27
7
31
49
199
Ratio
3.1
7.5
4.2
3.9
3.5
6.2
5.4
4.3
Cost
£550
£280
£550
£1,085
£655.38
£111.63
£621.58
£3,853.59
Per head
£34
£140
£110
£155
£327.69
£22.33
£60.06
£83.77
Figure 85 – Staff Training Costs
Details of courses attended are in Appendix XIX.
55
9)
9.1
NETWORKS & PARTNERSHIPS
Welfare Rights
9.1.1 Networks
Regionally links with other advice providers are maintained through
Greater Manchester Welfare Rights Advisers’ Group (GMWRAG) and
its Take-up and Training sub-group. (http://www.gmwrag.org).
Those specialising in mental health are linked through the North West
Mental Health & Welfare Rights Group.
At a national level the National Association of Welfare Rights Advisers
(NAWRA), serviced by the Child Poverty Action Group (CPAG)
(http://www.cpag.org.uk), meets quarterly, but much of the information is now
circulated by e-mail and attendance by the Service is infrequent.
The London Advice Services Alliance (LASA) services the website
Rightsnet (http://www.rightsnet.org.uk) which features a discussion forum for
updating staff and facilitating debate over welfare rights legislation & case
law, and its job vacancies page ‘rights jobs’ has proved a useful and costeffective method for recruitment.
Principal Welfare Rights Officers across Greater Manchester,
Lancashire and Cumbria meet regularly and local benchmarking and key
performance indicators have been developed and regularly reviewed.
The Tribunal Users Group is a forum serviced by the Appeals Service for
advice agencies who represent clients at appeal tribunals. Its focus is on
both administrative procedures and judicial matters surrounding tribunal
decision-making in the region. (http://www.appeals-service.gov.uk)
9.1.2
Partnerships
There is a close working relationship with the Citizens Advice
Bureau (CAB) in Salford. Joint work with Salford District CAB
(http://www.salfordcab.org.uk) has been undertaken in delivering
advice in a number of GP practices and health centres (see 3.2.1).
This is itself a partnership with Salford Primary Care
Trust (http://www.salford-pct.nhs.uk/) who fund the work,
and on a day-to-day basis with the health staff in each of the locations
involved. CAB and Welfare Rights Officers meet regularly to co-ordinate
the work and common statistical recording systems are utilised to measure
the effectiveness of the Service.
The Service works with the Bolton, Salford and Trafford Mental Health
Partnership Training and Employment Partnership which was
instrumental in the production of the pamphlet ‘Benefits! Where Do I
Stand? – a guide to moving into work for people with mental health
problems’ – updated annually by the Welfare Rights Officer (Mental
Health) and funded by the Partnership and Disability Alliance.
(http://www.diabilityalliance.org.uk).
The Service has contributed to the partnership work being undertaken with
the Supported Employment Reference Group, the Older People’s
LinkAge Plus/Wellbeing Strategy and Affordable Warmth Strategy.
56
Regular liaison takes place with Corporate Services - in particular Salford
Direct (http://www.salford.gov.uk/counciltax). The Service has access to
Housing/Council Tax Benefit information and has established key staff
contacts, internal referral methods and so forth. In particular the take-up of
benefits by those aged 60+ is enabled through identifying potential
claimants through the use of Housing/Council Tax Benefit data – see
5.2.2.
9.2
Debt Advice
9.2.1 Networks
The Manchester Money Advice Group brings together advisers across
Greater Manchester and nationally the Money Advice Association
(MAA) (http://www.themaa.org.uk/) has a formal membership structure and
elected executive, and acts as a lobby group with the credit industry,
mortgage companies and the privatised utilities as well as promoting
quality standards in Debt Advice.
The North West Creditors Discussion Forum, linked to the national
Money Advice Liaison Group, brings creditors and debt advisers
together on a quarterly basis to discuss common issues and establish
good practice.
The Salford County Court Users Group is facilitated by the local County
Court and enables all users to be updated by the Court on work in
progress, changes and so forth. It meets bi-monthly and provides a forum
for general issues surrounding the Court’s work to be raised.
The North West Fuel Poverty Forum meets quarterly and is facilitated by
National Energy Action (http://www.nea.org.uk). It is a forum for sharing
information and good practice amongst those working to tackle fuel
poverty in the North West. It includes front-line staff as well as those
developing strategies and initiatives.
9.2.2 Partnerships
Regular liaison meetings with Corporate Services and New Prospect
(separate from those discussed above - 9.1.2) have been particularly
useful for considering recovery methods for Council Tax arrears, rent
arrears and Housing/Council Tax Benefits overpayments. Discussion
continued about utilising an agreed approach to debt recovery action.
The County Court Duty Rota (see 7.2.3) is a partnership between Salford
District CAB, Shelter (http://www.shelter.org.uk) and private practice
solicitors to provide assistance to those faced with possession
proceedings.
9.3
Salford Community Legal & Advice Services Partnership (CLASP)
This Partnership brings together all those with an interest in advice service
provision within the City and there is an agreed Referral Protocol for
referring cases between advice agencies within the Partnership that is
monitored and reviewed.
57
10)
SOCIAL INCLUSION
10.1
The Welfare Rights and Debt Advice Service has an important contribution
to make in addressing some of the key themes, and has a particular role to
play in tackling income maximisation, dealing with debt, and financial
exclusion.
10.2
Income Maximisation
The Service has focused on older people and encouraging take up of
Pension Credit – see 5.2 and 6.2.
Tackling health inequalities and income maximisation has been
undertaken through advice provision in selected GP practices/health
centres in partnership with Salford District CAB and Salford Primary Care
Trust - see 3.2.1 and 9.1.2. This work is very effective at targeting those in
ill health, carers and older people, especially those not known to other
services and is funded by Salford Primary Care Trust.
Income maximisation amongst those with mental health problems and
learning difficulties has been undertaken by the provision of specialist
Welfare Rights staff to these groups.
Income maximisation and ethnic minorities has been achieved through
the Linkworker Service with a Welfare Rights Linkworker (Urdu/Punjabi),
and a Welfare Rights Linkworker (Arabic) - see Section 4.
Income maximisation of pregnant women and those with young
children was also addressed by the new Welfare Rights Officer (Sure
Start – Little Hulton).
10.3
Dealing with Debt
The Service has promoted good debt recovery practice through regular
liaison with Corporate Services and New Prospect - see 9.2.2, and
promoted debt and credit awareness through a programme of training for
staff and agencies – see 8.1.1 and Appendix XVIII.
10.4
Homelessness Prevention
The Service has developed a good working relationship with New
Prospect regarding rent arrears recovery. This has had a positive impact in
the reduction for a third year in the numbers of notifications of breaches of
‘introductory tenancies’ received by the Service from New Prospect – a
decrease of 75% on 2004/5 - see 7.1 and figure 68.
Work undertaken by the Welfare Rights Officer (CJIT) focuses on
troubleshooting benefit problems for those undertaking a drug
rehabilitation programme with the aim of creating financial stability that
should assist in securing or maintaining a home.
10.5
Affordable Warmth
The Service was involved in the Steering Group, led by Housing Services,
overseeing the Affordable Warmth Strategy that was launched in June
2005.
The Service attends the North West Fuel Poverty Forum in promoting
strategies and initiatives to combat fuel poverty – see 9.2.1.
58
10.6
Financial Exclusion
The Service has close links with Salford Money Line and has the
responsibility for managing a seconded worker with River Valley Credit
Union.
The Service has an important role to play in ensuring that these initiatives
work together with other Services to minimise the level of financial
exclusion within the City.
59
11)
11.1
SUMMARY & CONCLUSION



11.2
[Section 2 – pages 6-7]
Staffing
13 staff movements over the last twelve months ie. appointments,
departures or movements within the Service.
Overwhelming majority (88%) of staff were satisfied or very satisfied
with their job.
Staff from ethnic minorities was 13% (compared to Salford’s 4%), 9%
had a long-term ill health problem and 11% had some form of disability.
[Section 3 – pages 8-22]
Welfare Rights Service










3,917 people were advised/assisted
16,593 issues were dealt with
230 duty sessions were conducted
1,524 calls were dealt with on the advice line (WRAL)
381 other duty referrals were dealt with
93% advice line callers were satisfied with the service
99% of those advised/assisted were satisfied with the service
103 cases were represented at appeal tribunals with a success rate of
87%
£5,520,842 extra income generated directly for individuals
£431,106 extra income was generated for the City Council through
enhanced Relative Needs Formula indicators
[Section 4 – pages 23-29]
 Linkworker Service






133 people were advised/assisted *
596 issues were dealt with *
176 drop-in advice sessions conducted
100% of those advised/assisted were satisfied with the service
£632,170 extra income generated for people from ethnic minorities *
£46,301extra income was generated for the City Council through
enhanced Relative Needs Formula indicators *
* Included in figures for the Welfare Rights Service above.
[Section 5 – pages 31-35]
 60+ Take-up






616 checks offered
373 people were advised/assisted *
1,281 issues were dealt with *
100% of those advised/assisted were satisfied with the service
£868,321 extra income generated for older people *
£195,615extra income was generated for the City Council through
enhanced Relative Needs Formula indicators *
 Included in figures for the Welfare Rights Service above.
[Section 5 – page 35]
 Drug Treatment (CJIT)




24 people were advised/assisted *
93 issues were dealt with *
£14,842 extra income generated for those referred *
£515 extra income was generated for the City Council through
enhanced Relative Needs Formula indicators *
* Included in figures for the Welfare Rights Service above.
60
[Section 6 – pages 37-43]
 Charging




1,403 people were advised/assisted *
5,693 issues were dealt with *
£663,405 extra income generated for service users *
£17,443 extra income was generated for the City Council through
enhanced Relative Needs Formula indicators *
* Included in figures for the Welfare Rights Service above.
11.3




11.4
99% of those assessed felt they had been listened to
92% of those assessed said they understood the charge
96% of those assessed felt their needs had been taken into account
94% of those advised/assisted felt the outcome was better than they
expected
[Section 7 – pages 44-53]
519 people were advised/assisted
2,597 issues were dealt with
135 advice line sessions were conducted
531 calls were dealt with on the advice line (DAL)
155 other duty referrals were dealt with
91% advice line callers were satisfied with the service
100% of those advised/assisted were satisfied with the service
£415,405 extra income was generated directly for individuals
5 people retained their homes as a result of the service’s intervention
[Section 8 – pages 54-55]
Training & Staff Development






11.7
[Section 6 – pages 37-43]
Debt Advice Service









11.6
29 different leaflets or booklets were produced and distributed
29 talks given
34 events attended
4 display boards produced for the Linkworker Service
Charging Assessment




11.5
[Section 5 – pages 36]
Publicity
43 training courses delivered
489 people attended
666 ‘training units’ delivered
96% of the participants felt the courses were good or very good
199 training places were attended by Service staff
Total cost of staff training was £3,854 – average £84 per head
[Section 9 – page 56]
Networks
Local, regional and national links maintained through









Greater Manchester Welfare Rights Advisers Group (GMWRAG)
North West Mental Health & Welfare Rights Group
National Association of Welfare Rights Advisers (NAWRA)
Rightsnet
Principal Welfare Rights Officers Group
Tribunal Users Group
Manchester Money Advice Group
Money Advice Association (MAA)
North West Creditors Discussion Forum
61



11.8
Money Advice Liaison Group
Salford County Court Users Group
North West Fuel Poverty Forum
[Section 9 – pages 56-57]
Partnerships
Specific partnership activity with









11.9
Salford Community Legal & Advice Services Partnership (CLASP)
Salford Primary Care Trust
Salford District CAB
Mental Health Trust Employment Partnership
Disability Alliance
Corporate Services
Salford Employment Reference Group
Older People’s LinkAge/Well-being Strategy
Affordable Warmth Strategy
[Section 10 – pages 58-59]
Social Inclusion
The Service made a major contribution to key social inclusion activity
through






Income generation – particularly amongst over 60s, those in ill-health,
carers, those experiencing mental health problems, those with learning
difficulties and ethnic minorities
Promoting debt awareness
Promoting good debt recovery practice
Promoting debt resolution strategies to prevent homelessness
Assisting the implementation of the Affordable Warmth Strategy
Working closely with local saving/lending facilities ie. River Valley
Credit Union and Salford Money Line
11.10 Financial Gains
Over all £5.94 million extra income was generated directly for people in
Salford and £0.43 million was secured for the City Council in enhanced
future Relative Needs Formula indicators – a total of £6.37 million. A
consequence of this level of income generation in a low income economy
is a projected 242 jobs created or sustained in the City.
In 2005/6 the Service’s gross expenditure was £1,104,954 of which
£154,515 was external funding. Cost comparisons per head of population
(216,119) are shown in figure 86.
Service Area
Welfare Rights
Debt Advice
Charging
Total
City Council
Resources
£2.89
.55
.96
£4.40
External
Funding
£0.71
0
0
£0.71
£3.60
.55
.96
£5.11
Income
Generated
£24.39
£1.92
£3.15
£29.46
(4%)
(34%)
(4%)
(10%)
Figure 86
Overall


4,436 people assisted
19,190 issues dealt with
62
Total
Benefit Promotion & Take-up
Over 60s
(HB/CTB)
Welfare Rights Service
Casework Team
(General)
Urdu/Punjabi/Arabic
Communities
(Linkworkers)
Debt Advice Service
Casework Team
(General)
Primary Health
Learning Disability
Sure Start
(Little Hulton)
Drug Users
(CJIT)
Mental Health
Supported Tenancies
(Service Users)
Home/Day Care
(Service Users)
Charging
63
63
APPENDIX I
AREAS OF WORK
APPENDIX II
WELFARE RIGHTS & DEBT ADVICE SERVICE
MANAGEMENT STRUCTURE
CABINET
Director
Community, Health & Social Care
Assistant Director
(Resources)
Principal Officer
(Welfare Rights & Debt Advice)
Charging Assessor
Supervisor
1 WR
Linkworker
(Urdu/Punjabi)
3 WROs
(Health)
1 WR
Linkworker
(Arabic)
1 WR0
(Sure Start)
4 WROs
(Generic)
1 WR0
(CJIT)
1 WRO
(Mental Health)
3 WRAs
(Take-up)
64
Senior Welfare Rights Officer
(Service Manager)
Senior Welfare Rights Officer
(Take-up)
Senior Debt Adviser
1 WRO
(Learning Disability)
2 WRAs
(Service
Users)
6 Charging
Assessors
64
1 WR Ass.
(MH)
1 WR Ass.
(LD)
2 Debt Advisers
APPENDIX III
STAFF LIST – 31ST MARCH 2006
Principal Officer
Richard Bundy
Senior Welfare Rights Officer (Service Manager)
Debbie Witton
Senior Welfare Rights Officer (Take-up)
Mike Hughes
Senior Debt Adviser
Lindsay Boothman
Administrative Officer
Colette Thorp
Debt Advisers
Dave Burdis
Steve Quinn
Welfare Rights Officers (Generic)
Jane Eberhart
Sue Massey (job share)
Kevin Ridings
Brendan Risby
Kerry Walsh (job share)
Welfare Rights Officers (Health)
Pam Morris
Mark Norman
Candy Stokes (job share)
Damian Walsh (job share)
Welfare Rights Officer (CJIT)
Philip Coleman
Welfare Rights Officer (Sure Start - LH)
Catherine Connors
(maternity leave)
Welfare Rights Officer (Mental Health)
Jean Briggs
Welfare Rights Assistant (Mental Health)
Abby McEwan
(maternity leave)
Heidi Parkinson
(maternity cover)
Welfare Rights Officer (Learning Disability)
Sue Branion
Welfare Rights Assistant (Learning Disability)
Marilyn Hurst
Welfare Rights Advisers (Service Users)
Dominic Shearer
Ruth Lee
Welfare Rights Advisers (Take-up)
Andrew Gilbert
Diane McEwan
Emily Roscoe
Welfare Rights Linkworker (Urdu/Punjabi)
Saira Sarwar
Welfare Rights Linkworker (Arabic)
Mahmoud Wishah
65
Charging Assessor Supervisor
Sharon Robinson
Charging Assessors
Anne-Marie Barnes
Kaye Farrell
Nanette Lea
Steven Lee
Devry Shaw
Mary Storey
Support Staff
Bev Froggatt
Andrew Hobson
Tracey Lever
Mohammed Qureshi
Louisa Searson
Fay Thomas
Teresa Tocher
Support Staff (Urdu/Punjabi)
Anjum Adam
Support Staff (Arabic)
Emad Alfar
66
APPENDIX IV
STAFF CONSULTATION
I am satisfied with my job
Very
satisfied
21%
Not very
satisfied
4%
I am given the physical resources to
do my job well
Very good
resources
29%
OK
8%
Insufficient
resources
4%
Good
resources
63%
Satisfied
67%
I can manage my workload
I am happy with the quality of my work
Not very well
12%
Very well
17%
Very Happy
29%
OK
4%
OK
13%
Happy
58%
Well
67%
I get constructive feedback from my
line manager
Very good
feedback
33%
OK
4%
My personal development is taken seriously
Poor
feedback
8%
Very
seriously
30%
Reasonable
feedback
25%
Fairly
seriously
22%
Good
feedback
34%
67
Not at all
seriously
5%
Not very
seriously
13%
Undecided
30%
Help available from my line manager
I get good training to help me
improve my performance
Little help
8%
Very good
training
21%
Don't really
4%
Reasonable
help
21%
Very good
help
38%
Reasonable
29%
Good training
42%
Good help
33%
I am given enough information to do my job well
Very good
information
29%
Not at all
4%
I am given enough freedom to make
decisions to do my job properly
Reasonable
information
17%
Little freedom
3%
Reasonable
freedom
17%
A lot of
freedom
42%
A fair deal of
freedom
38%
Good
information
54%
I am encouraged to volunteer new ideas and
make suggestions for improvements
Satisfactory consultation and review
on changes
Not much 13%
Very good
consultation
22%
A fair deal
42%
Poor
consultation
17%
A lot
38%
Reasonable
consultation
17%
Good
consultation
44%
Good
29%
68
Team meetings are constructive and useful
Not at all
useful
4%
I can access my line manager easily
Not very
easily
8%
Not very
useful
8%
Very useful
21%
OK
13%
OK
13%
Very easily
37%
Fairly useful
54%
Fairly easily
42%
I feel I am a member of a well
functioning team
Not at all
4%
My morale has been good over the
last year
Not really
9%
Very good
21%
Definitely do
35%
Poor
17%
OK
17%
Good
29%
OK
33%
Agree
35%
I feel positive about the future
development of the of the service
I feel my job satisfaction is taken
seriously
OK
29%
Very positive
25%
Very
seriously
17%
Not very
seriously
26%
Fairly
seriously
35%
OK
22%
Fairly
positive
46%
69
APPENDIX V
WELFARE RIGHTS ADVICE LINE – CALLER SATISFACTION
Question
Reply
How satisfied were you with the Service?
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very helpful
Fairly helpful
Not at all helpful
Very well
Fairly well
Undecided
Fairly poor
Very poor
Yes
No
Don’t know
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very helpful
Fairly helpful
Undecided
Not very helpful
Not at all helpful
Yes
No
How easy to understand was the advice
provided?
How knowledgeable did you find the advisor?
How useful did you find the advice?
How well did we listen to you?
Did we treat you fairly?
Would you recommend the Service to others?
How easy was it to make your first contact?
How helpful did you find the person who
answered your call?
Did you have any difficulty with an adviser
ringing you back?
70
%
’03-‘04
80%
14%
3%
2%
1%
67%
28%
1%
2%
2%
75%
18%
3%
2%
2%
75%
19%
6%
82%
13%
1%
2%
2%
95%
2%
3%
84%
11%
1%
3%
1%
55%
38%
2%
4%
1%
85%
10%
3%
2%
0%
5%
95%
%
%
’04-‘05
’05-‘06
78%
78%
16%
14%
1%
4%
1%
3%
3%
1%
75%
67%
19%
28%
4%
3%
1%
2%
1%
0%
72%
77%
22%
16%
3%
5%
2%
2%
1%
1%
77%
78%
17%
14%
6%
7%
84%
82%
13%
14%
1%
2%
1%
2%
1%
0%
95%
94%
4%
1%
1%
4%
81%
84%
17%
9%
2%
3%
0%
3%
0%
1%
63%
58%
27%
30%
3%
4%
5%
7%
2%
1%
84%
83%
12%
13%
1%
2%
1%
1%
1%
1%
4%
4%
96%
96%
187 (220) callers
27% (28%) response
WELFARE RIGHTS ADVICE LINE – AGENCY/STAFF SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the advisor?
How useful did you find the advice?
How well did we listen to you?
Would you recommend the Service to others?
How easy was it to make your first contact?
How helpful did you find the person who
answered your call?
Did you have any difficulty with an adviser
ringing you back?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very useful
Fairly useful
Not very useful
Not at all useful
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very helpful
Fairly helpful
Undecided
Not very helpful
Not at all helpful
Yes
No
%
’03-‘04
68%
25%
2%
3%
2%
71%
25%
2%
2%
0%
63%
32%
2%
3%
0%
73%
24%
0%
3%
84%
13%
0%
3%
0%
83%
12%
5%
0%
0%
44%
41%
0%
12%
3%
72%
23%
0%
5%
0%
13%
87%
40%
71
%
%
’04-‘05
’05-‘06
71%
71%
24%
22%
4%
4%
0%
2%
0%
0%
62%
76%
36%
25%
2%
0%
0%
0%
0%
0%
67%
61%
33%
37%
0%
0%
0%
2%
0%
0%
71%
71%
29%
25%
0%
4%
0%
0%
89%
80%
11%
20%
0%
0%
0%
0%
0%
0%
91%
88%
9%
12%
0%
0%
0%
0%
0%
0%
35%
39%
41%
41%
7%
4%
17%
16%
0%
0%
80%
69%
15%
27%
4%
4%
0%
0%
0%
0%
13%
9%
87%
91%
49 (46) callers
(39%) response
APPENDIX VI
WELFARE RIGHTS SERVICE STATISTICS
1st April 2005 – 31st March 2006
PROFILE OF PEOPLE ASSISTED
Gender
Female
Male
Total
Total
2,308
1,609
3,917
Age
<16
16 – 17
18 – 25
26 – 35
36 – 45
46 – 59
60+
Not known
Total
%
59%
41%
Total
62
18
236
320
461
717
2,064
39
3,917
%
2%
0%
6%
8%
12%
18%
53%
1%
Family Status
Couple - children
Couple - no children
Single - children
Single - no children
Not known
Total
Total
297
876
294
2,433
17
3,917
Employment
Carer – adult/s
Carer - child/ren
Child < 16
Employed
Retired
Self-employed
Sick
Student
Unemployed
Not known
Total
Total
69
137
62
276
1,720
21
1,454
49
116
13
3,917
%
8%
22%
8%
62%
0%
%
2%
4%
2%
7%
44%
1%
37%
1%
3%
0%
72
Ward
Barton
Boothstown & Ellenbrook
Broughton
Cadishead
Claremont
Eccles
Irlam
Irwell Riverside
Kersal
Langworthy
Little Hulton
Ordsall
Pendlebury
Swinton North
Swinton South
Walkden North
Walkden South
Weaste & Seedley
Winton
Worsley
Out of area
Not known
Total
Total
173
49
382
131
161
302
181
191
136
300
283
188
205
215
192
130
122
190
156
143
84
3
3,917
%
4%
1%
10%
3%
4%
8%
5%
5%
3%
8%
7%
5%
5%
5%
5%
3%
3%
5%
4%
4%
2%
0%
Housing Status
Adult Placement
Board & Lodging
Family/Friends/F. C.
Homeless
Hospital
Nursing Home
Owner Occupier
Residential Care - LA
Residential Care - Private
Tenant – C, H & SC
Tenant – HA
Tenant – NPH
Tenant – other LA
Tenant – Private
Not known
Total
Total
1
9
445
8
8
15
1,143
10
12
22
392
1,551
11
266
24
3,917
%
0%
0%
11%
0%
0%
0%
29%
0%
0%
1%
10%
40%
0%
7%
1%
Ill Health
Mental Health
Heart/Stroke
Cancer
Accident
Other
Total
Income
Child < 16
IS/GC
Other
Other Ben.
WTC
Not known
Total
Target Groups
Women
Ill-health
Disabled
Older people
Lone parents
Ethnic minority
Low paid
Unemployed
Child/Y.P.
Carer
In Debt
Total
697
282
97
76
659
1,811
Total
62
1,703
664
1,343
125
20
3,917
Total
2,308
1,811
2,347
2,064
294
271
125
117
80
331
88
%
Ill-health
38%
16%
5%
4%
36%
%
2%
43%
17%
34%
3%
1%
%
59%
46%
60%
53%
8%
7%
3%
3%
2%
8%
2%
%
Total
18%
7%
2%
2%
17%
46%
Disability
Total
Physical
Learning
Other
Total
2,015
332
0
2,347
%
Disability
86%
14%
0%
Ethnicity
Asian or Asian British
Indian
Pakistani
Bangladeshi
Other Asian background
Black or Black British
Caribbean
African
Other Black background
Mixed Race
White & Black Caribbean
White & Black African
White & Asian
Other Mixed background
Other Group
Arabic
Chinese
Jewish
Other
Unknown
White
British
English
Irish
Scottish
Welsh
Other White background
Total (Recorded)
Total (Not Recorded)
Total
73
Total
105
21
70
4
10
27
6
16
5
10
2
0
1
7
129
39
6
61
23
0
3,125
2,547
439
70
25
7
37
3,396
521
3,917
%
Total
51%
8%
0%
60%
%
3%
1%
2%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
3%
1%
0%
2%
1%
0%
80%
65%
11%
2%
1%
0%
1%
87%
13%
Client’s GP
Dr. L.S. Addlestone
Dr. Agarwal (F/worth)
Dr. Agarwal
Dr. Agawala
Dr. Ahmed
Dr. A. Ahuja
Dr. D. Allaun
Dr. B. Allweis
Dr. R.V. Apte
Dr. K.L. Armshaw
Dr. M.A. Austin
Dr. A. Azam
Dr. L. Bacall
Dr. R.M. Baishnab
Dr. N.A. Bakhshi
Dr. I.A. Ballin
Dr. N. Bates
Dr. P.D. Bazley
Dr. S. Bedi
Dr. Y.J. Behardien
Dr. D. Bertani
Dr. J.M. Borg-Constanzi
Dr. C.T. Boyce
Dr. Bradley
Dr. Brosnan
Dr. Brown
Dr. J.S. Broxton
Dr. C.V. Brunt
Dr. K.H. Buch
Dr. P. Budden
Dr. Bukhari
Dr. D.I. Butterworth
Dr. Chalmer
Dr. Choridenou
Dr. H.R. Chowdhury
Dr. P.J. Cleator
Dr. Clutton (Astley)
Dr. P.A. Collier
Dr. S. Collier
Dr. S.M. Coulson
Dr. Crane (Prestwich)
Dr. L.J. Cribbin
Dr. Dalal
Dr. D. Das
Dr. B.K. Dass
Dr. C.J. Davies
Dr. W.S. Davies
Dr. A.K.L. De Silva
Dr. R. Dev-Jairath
Dr. Dixon
Dr. P. Element
Dr. Elliott
Dr. Ennistone
Dr. Erram
Dr. Ferguson
Dr. N.A. Finegan
Dr. Finke
Dr. Fold
Dr. J.M. Ford (Cheetham)
Dr. W.M. Forman
Dr. P.L. Ganvir
Dr. S.P. Ganvir
Dr. T.L. Garg
Dr. Garner
Dr. Gatoff
Dr. P.R. Ghosh
Dr. S.A.A. Gilani
Dr. A.K. Gill
Dr. K.L. Goodman
Dr. D. Gore
Dr. H. Gore
Total
55
2
2
4
1
14
1
30
2
2
42
1
27
26
38
36
49
1
37
17
2
30
35
1
1
1
30
33
47
19
3
5
1
2
38
36
1
55
3
26
4
11
1
5
16
1
2
28
1
9
23
7
2
1
1
78
1
2
4
37
19
24
26
7
1
31
8
1
3
24
19
%
1%
0%
0%
0%
0%
0%
0%
1%
0%
0%
1%
0%
1%
1%
1%
1%
1%
0%
1%
0%
0%
1%
1%
0%
0%
0%
1%
1%
1%
0%
0%
0%
0%
0%
1%
1%
0%
1%
0%
1%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
1%
0%
0%
0%
0%
2%
0%
0%
0%
1%
0%
1%
1%
0%
0%
1%
0%
0%
0%
1%
0%
Dr. P.A. Gray
Dr. M.W. Gregory
Dr. Grout (Conway)
Dr/ Guy (M/cr)
Dr. S. Haber
Dr. M.E. Haque
Dr. Harniess
Dr. J. Harris
Dr. Hart (Prestwich)
Dr. A. Hasan
Dr. M.J. Hayes
Dr. H. Healey (Farnworth)
Dr. R.I. Heaney
Dr. Heron
Dr. Hibbert
Dr. Hodes
Dr. B. Hope
Dr. Hopwood
Dr. A.A. Huq
Dr. N.A. Hyams
Dr. Irshad
Dr. Islam
Dr. E.M. Jacobs
Dr. I. Jeet
Dr. Jolly (Crumpsall)
Dr. G.K. Jolly
Dr. S.G. Josesph
Dr. V. Joshi
Dr. P.F. Kallis
Dr. N.N. Kassam
Dr. Kaura
Dr. A. Kaye
Dr. Khan (Stretford)
Dr. Khan (Cheetham)
Dr. M.T. Khan
Dr. M. Khanna
Dr. Khatri (Astley)
Dr. Kline
Dr. K. Koria
Dr. T. Kyaw
Dr. D.G. Larah
Dr. G. Leach
Dr. S. Levenson
Dr. P.A. Leventhall
Dr. M. Levison
Dr. Lieberman
Dr. S.D. Lindsay
Dr. Logan
Dr. N.P. Lord
Dr. C.I. Malcolmson
Dr. Mallinson
Dr. N.P. Malloy
Dr. J.E. Marginson
Dr. Mattison (M/cr)
Dr. D.K. McCarthy
Dr. J.W. McCorkingdale
Dr. S. McCorkingdale
Dr. McElvey
Dr. McGuigan
Dr. M.F. McKernan
Dr. M.S. McPhillips
Dr. H.S. Milligan
Dr. S. Montague
Dr. M.A. Moore
Dr. Moss
Dr. Munshi (M/cr)
Dr. S.M.H. Naqwik (Bolton)
Dr. Nawaz
Dr. S. Nicholson
Dr. Ogden (Kearsley)
Dr. O’Malley (Rossendale)
Dr. S.W. Owen (Altrincham)
74
1
3
1
3
30
7
5
14
4
2
19
3
1
4
7
1
65
4
3
33
1
5
17
55
8
9
13
11
6
38
1
1
4
3
22
18
2
1
41
28
38
38
8
2
1
2
20
3
1
33
1
18
18
4
27
26
2
10
1
1
9
3
1
11
2
2
2
2
27
1
1
1
0%
0%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
2%
0%
0%
1%
0%
0%
0%
1%
0%
0%
0%
0%
0%
1%
0%
0%
0%
0%
1%
0%
0%
0%
1%
1%
1%
1%
0%
0%
0%
0%
1%
0%
0%
1%
0%
0%
0%
0%
1%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
Dr. W. Owen
Dr. Padma (Prestwich)
Dr. Patel (Astley)
Dr. G. Patel
Dr. Pawar
Dr. L. Picardo
D. A. Pira
Dr. Prabhakar (Prestwich)
Dr. K. Pramanik
Dr. J.H. Purser
Dr. A. Rahman
Dr. J. Rahman
Dr. V.B. Raj
Dr. H. Ralph (Prestwich)
Dr. Rana
Dr. S.C. Randall
Dr. P. Reddy
Dr. Z. Rehman
Dr. J. Robinson
Dr. M.E. Rodgers
Dr. J.N. Rolfe
Dr. S.E. Rosenberg
Dr. P.M. Russell
Dr. Saleh (M/cr)
Dr. A. Salim
Dr. L. Sandle
Dr. J. Sara-Rivero
Dr. K. Saxby
Dr. D.M. Seex
Dr. M. Shahbaz
Dr. M.M. Sharma
Dr. Sherman
Dr. Short
Dr. Shryer (Prestwich)
Dr. Siddique
Dr. B.A. Sides
Dr. Simenoff (Crumpsall)
Dr. Simonton
Dr. Singh
Dr. H. Singh
Dr. H.S. Singh
Dr. K.V. Singh
Dr. R.P. Sinha
Dr. Smalldridge
Dr. Smithson
Dr. L.F. Stalley
Dr. H.G.B. Stedman
Dr. A.R. Stewart
Dr. M. Sultan
Dr. B. Sutherland
Dr. H Sutherland
Dr. K.J. Sutton
Dr. E.J. Tamkin
Dr. J.W. Tankel
Dr. I.T. Tasker
Dr. T. Tauk
Dr. S. Thomas
Dr. Thompson
Dr. Tingley
Dr. M.N.L. Tran
Dr. Turk (Prestwich)
Dr. N.M. Tyrrell
Dr. U. Umeadi
Dr. J.A. Vincent
Dr. Vites
Dr. Wain
Dr. S. Waldman
Dr. C.B. Warburton
Dr. Watson
Dr. W. Wheeldin
Dr. White
Dr. J. White
8
1
1
19
1
72
10
1
22
35
33
17
13
3
2
35
10
2
23
39
36
14
14
1
44
3
1
56
1
4
18
1
2
1
1
25
5
1
5
39
23
6
26
1
4
19
48
13
59
36
1
1
35
44
5
37
4
1
1
10
1
23
1
1
2
1
20
38
1
5
1
6
0%
0%
0%
0%
0%
2%
0%
0%
1%
1%
1%
0%
0%
0%
0%
1%
0%
0%
1%
1%
1%
0%
0%
0%
1%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
1%
1%
0%
1%
0%
0%
0%
1%
0%
2%
1%
0%
05
1%
1%
0%
1%
0%
0%
0%
0%
0%
1%
0%
0%
0%
0%
1%
1%
0%
0%
0%
0%
Dr. Whitehead (Cheetham)
Dr. Whiting (M/cr)
Dr. N.A. Whittaker
Dr. D.J. Wilcock
Dr. J. Wilcock
Dr. G.S. Wilkins
Dr. A. Wilkinson
Dr. B.W. Williams
Dr. R.G. Wilson
Dr. Worden (M/cr)
Dr. S.A. Wright
Dr. M.S. Yates
Dr. M. Zotkiewicz
Not known
Total
1
10
26
20
5
4
1
19
1
1
22
23
24
704
3,917
0%
0%
1%
1%
0%
0%
0%
0%
0%
0%
1%
1%
1%
18%
75
PROFILE OF REFERRALS
Referrer
Age Concern (Salford)
Alcohol Team
Assertive Outreach
Bank
CAB (Hope)
CAB (Salford)
Care Provider
Carer
Carers Centre
College
Connexions
Contracts & Review Team
Councillor
CPN
Debt Advice Team
Direct/Take-up
District Nurse
Drug Team
Education
Employer
Employment Projects - LD
Family Placement
Finance/Client Affairs
Financial Adviser
Friend/Relative
GP
HB/CTB/Salford Direct
Health Centre Receptionist
Health Visitor
Homeless Hostel/Day Centre
Hospital staff
Housing Provider
Housing Services
Intermediate Care
Jewish Federation
Job Centre +
Job Shop
Langdon Community
Total
8
1
13
1
3
1
45
2
24
5
4
4
7
20
19
442
40
30
1
1
27
1
1,296
1
590
57
23
3
25
2
11
13
6
14
5
1
6
2
%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
8%
1%
1%
0%
0%
1%
0%
24%
0%
11%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
76
Learning Disability Team
Limes Care Unit
Manchester Advice
Mental Health – Hollybank etc.
Mental Health OT
Mental Health Support Worker
Next Step/After Care
NPHL
Occupational Therapist
Other LA
Pension Service
Personnel
Practice Manager
Practice Nurse
Probation/Prison
Psychologist
Salford Assisted Families (NCH)
Salford Link Project
School
Seedley & Langworthy C.T.
Self
Solicitor
St. Anne’s Hospice
STASH
Supporting People Team
Sure Start
SW - Adult
SW - Child
SW – Child Disability
SW – Child Residential Care
SW – Children Hospital
SW - Hospital
SW - MH
SW - PD
University
Warden
Youth Offending Team
Total
130
1
11
16
2
42
6
33
4
1
4
1
2
4
4
2
1
6
8
1
1,934
1
2
2
13
27
190
11
6
1
6
24
51
53
2
5
1
5,362
2%
0%
0%
0%
0%
1%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
36%
0%
0%
0%
0%
1%
4%
0%
0%
0%
0%
0%
1%
1%
0%
0%
0%
Referrals
WROs – General
Duty
WROs – Health
CJIT
Sure Start (LH)
Learning Disability
Mental Health
Take-up
Linkworkers
Charging
Total
Total
588
1,392
692
31
0
247
216
492
298
1,406
5,362
Contact method
Direct/Take-up
Drop-in advice session
E-mail
Fax
Health Centre
Internal
Letter
Meeting/Talk/Event
Personal caller
Telephone
WRAL
Total
%
11%
26%
13%
1%
0%
5%
4%
9%
6%
26%
Total
468
180
233
1,477
370
1
36
24
54
595
1,924
5,362
%
9%
3%
4%
28%
7%
0%
1%
0%
1%
11%
36%
PROFILE OF ADVICE
GAINS
Type of issue
Attendance Allowance
Banking/Credit/Finance
Bereavement Benefits
Carers Allowance
Charity
Child Benefit
Child Tax Credit
Children Services
Community Care
Council Tax
Council Tax Benefit
CSA
Debt
Disability
DLA (care)
DLA (mob)
Education
Education Benefit
Employment
Harassment/ASB
Health
Health Benefit
Housing
Housing Benefit
Income Support
Incapacity Benefit/SDA
Ind. Injury Benefits
Insurance
JSA
Legal
Maternity Benefits
Nationality
NI Contributions
Other/Lost Contact
Pension Credit
Retirement Pensions
Total
1,261
7
22
760
3
118
363
2
29
113
2,588
6
46
58
1,809
1,637
24
19
41
4
18
27
119
2,040
1,142
725
44
1
112
3
23
22
7
33
1,900
772
Social Fund - Funeral
Social Fund Grant
Social Fund Loan
Social Fund - Maternity
Tax
Transport
TV & Licence
Utilities
War Pensions
Warm Front Grant (EAGA)
Winter Fuel Payment
Working Tax Credit
Total
%
8%
0%
0%
5%
0%
1%
2%
0%
0%
1%
16%
0%
0%
0%
11%
10%
0%
0%
0%
0%
0%
0%
1%
12%
7%
4%
0%
0%
1%
0%
0%
0%
0%
0%
11%
5%
Issues by section
WROs – General
Duty
WROs – Health
CJIT
Sure Start (LH)
Learning Disability
Mental Health
Take-up
Linkworkers
Charging
Total
77
29
124
52
25
4
2
3
21
11
4
39
381
16,593
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
2%
Total
1,592
4,088
1,799
93
4
759
688
1,281
596
5,693
16,593
%
10%
25%
11%
1%
0%
5%
4%
8%
4%
34%
Intervention level
Advice
Advocacy
Appeal
Attend interview
Claim
Commissioner
Complaint
Negotiation
Reconsideration
Social Fund Inspector
Total
Issues
10,975
155
499
9
3,219
27
20
302
1,386
1
16,593
%
66%
1%
3%
0%
19%
0%
0%
2%
8%
0%
FINANCIAL GAINS
Lump Sums
£1,206,701.57
Weekly
£82,964.24
X 52
£4,314,140.48
Total
£5,520,842.05
Financial Gains by Level of Intervention
Level of Intervention
Advocacy
Advice
Appeal
Attend Interview
Claim
Commissioner
Complaint
Negotiation
Reconsideration
Social Fund Inspector
Total
Lump Sum
£23,445.17
£72,556.16
£110,537.44
£80.00
£601,864.28
£7,768.62
£5,648.21
£62,497.22
£322,019.47
£285.00
£1,206,701.57
Weekly
£75,062.52
£190,161.40
£222,365.00
0
2,777,220.16
£8,145.80
£583.44
£86,539.44
£954,062.72
0
£4,314,140.48
78
Total
£98,507.69
£262,717.56
£332,902.44
£80.00
£3,379,084.44
£15,914.42
£6,231.65
£149,036.66
£1,276,082.19
£285.00
£5,520,842.05
%
2%
4%
5%
0%
64%
0%
0%
2%
22%
0%
Financial Gains by Ward
Ward
Barton
Boothstown & Ellenbrook
Broughton
Cadishead
Claremont
Eccles
Irlam
Irwell Riverside
Kersal
Langworthy
Little Hulton
Ordsall
Pendlebury
Swinton North
Swinton South
Walkden North
Walkden South
Weaste & Seedley
Winton
Worsley
Out of area
Total
Lump Sum
£28,704.25
£38,685.40
£197,128.30
£41,397.00
£42,141.79
£95,683.77
£65,943.03
£61,213.10
£56,656.24
£80,203.43
£52,573.78
£70,357.25
£51,689.64
£88,469.98
£34,287.34
£25,526.80
£39,990.49
£43,804.75
£43,412.82
£21,110.15
£27,722.26
£1,206,701.57
Weekly
£160,383.60
£68,040.96
£556,029.24
£122,995.08
£209,880.84
£357,284.72
£173,094.48
£205,031.84
£186,399.20
£418,161.64
£205,403.12
£184,985.32
£217,366.76
£286,703.56
£154,605.36
£111,093.32
£90,789.40
£160,103.32
£208,023.40
£107,089.84
£130,675.48
£4,314,140.48
Lump Sum
£17,839.80
£1,383.40
£2,965.80
£4,873.20
£130.00
£4,258.21
£15,129.12
£4,944.03
£5,167.31
£10,965.34
£19,273.57
£5,270.40
£6,606.28
£3,788.45
£28,065.00
£8,784.78
£1,949.40
£9,390.52
£10,662.98
£28,190.23
£4,726.19
0
£587.65
£10,447.81
£6,739.16
0
£16,732.08
Weekly
£106,869.36
£11,426.48
£1,443.00
£32,116.76
£12,329.20
£21,672.04
£50,243.96
£27,675.96
£49,754.64
£26,708.76
£82,225.00
£25,891.32
£22,084.92
£32,679.40
£72,189.00
£3,732.56
£3,832.40
£22,732.32
£33,410.00
£92,350.96
£28,340.52
£8,545.16
£1,328.60
£27,208.48
£26,648.44
£3,151.20
£96,184.92
Total
%
£189,087.85 4%
£106,726.36 2%
£753,157.54 13%
£164,392.08 3%
£252,022.63 5%
£452,968.49 8%
£239,037.51 4%
£266,244.94 5%
£243,055.44 4%
£498,365.07 10%
£257,976.90 5%
£255,342.57 4%
£269,056.40 5%
£375,173.54 7%
£188,892.70 4%
£136,620.12 3%
£130,779.89 2%
£203,908.07 4%
£251,436.22 5%
£128,199.99 3%
£158,397.74 3%
£5,520,842.05
Financial Gains by GP
Client’s GP
Dr. L.S. Addlestone
Dr. Agawala
Dr. A. Ahuja
Dr. B. Allweis
Dr. R.V. Apte
Dr. M.A. Austin
Dr. L. Bacall
Dr. R.M. Baishnab
Dr. N.A. Bakhshi
Dr. I.A. Ballin
Dr. N. Bates
Dr. S. Bedi
Dr. Y.J. Behardien
Dr. J.M. Borg-Constanzi
Dr. C.T. Boyce
Dr. Bradley
Dr. Brosnan
Dr. J.S. Broxton
Dr. C.V. Brunt
Dr. K.H. Buch
Dr. P. Budden
Dr. Bukhari
Dr. D.I. Butterworth
Dr. H.R. Chowdhury
Dr. P.J. Cleator
Dr. Clutton (Astley)
Dr. P.A. Collier
79
Total
£124,709.16
£12,809.88
£4,408.80
£36,989.96
£12,459.20
£25,930.25
£65,373.08
£32,619.99
£54,921.95
£37,674.10
£101,498.57
£31,161.72
£28,691.20
£36,467.85
£100,254.00
£12,517.34
£5,781.80
£32,122.84
£44,072.98
£120,541.19
£33,066.71
£8,545.16
£1,916.25
£37,656.29
£33,387.60
£3,151.20
£112,917.00
%
2%
0%
0%
1%
0%
1%
1%
1%
1%
1%
2%
1%
1%
1%
2%
0%
0%
1%
1%
2%
1%
0%
0%
1%
1%
0%
2%
Dr. S. Collier
Dr. S.M. Coulson
Dr. D. Das
Dr. B.K. Dass
Dr. W.S. Davis
Dr. A.K.L. De Silva
Dr. Dixon
Dr. P. Element
Dr. Elliott
Dr. Erram
Dr. N.A. Finegan
Dr. Fold
Dr. J.M. Ford (Cheetham)
Dr. W.M. Forman
Dr. P.L. Ganvir
Dr. S.P. Ganvir
Dr. T.L. Garg
Dr. Garner
Dr. Gatoff
Dr. Ghosh
Dr. S.A.A. Gilani
Dr. A.K. Gill
Dr. K.L. Goodman
Dr. D. Gore
Dr. H. Gore
Dr. P.A. Gray
Dr. M.W. Gregory
Dr. Guy (Manchester)
Dr. S. Haber
Dr. M.E. Haque
Dr. Harniess
Dr. J. Harris
Dr. Hart (Prestwich)
Dr. A. Hasan
Dr. M.J. Hayes
Dr. H. Healey (Farnworth)
Dr. Heron
Dr. Hibbert
Dr. B. Hope
Dr. Hopwood
Dr. A.A. Huq
Dr. N.A. Hyams
Dr. Islam
Dr. E.M. Jacobs
Dr. I. Jeet
Dr. Jolly (Crumpsall)
Dr. G.K. Jolly
Dr. S.G. Joseph
Dr. V. Joshi
Dr. P.F. Kallis
Dr. N.N. Kassam
Dr. Kaura
Dr. Khan (Stretford)
Dr. Khan (Cheetham)
£260.65
£11,508.95
£1,662.55
£13,180.69
0
£6,418.63
£1,224.51
£2,728.60
0
£145.84
£21,389.70
£4,428.69
£6,271.04
£4,956.97
£9,596.01
£3,730.98
0
0
0
£39,291.60
£3,066.54
£1,281.56
£459.90
£14,389.44
£4,357.51
£3,020.84
0
£1,597.90
£5,169.39
£614.80
£5,363.71
£8,122.37
£3,585.12
£1,701.80
£5,837.22
£629.60
£2,249.27
£6,233.76
£10,883.96
£921.13
£1,189.85
£11,742.00
£1,403.31
£1,147.10
£11,713.30
£7,572.60
£360.00
£5,571.47
£2,934.04
£2,833.51
£9,754.81
0
£303.00
£1,175.00
80
£1,042.60
£51,240.80
£5,274.88
£39,309.92
£4,810.00
£38,429.04
£12,692.68
£22,169.68
£439.40
£7,959.64
£107,451.76
£12,869.48
£12,712.44
£35,904.96
£30,941.56
£54,419.04
£13,315.12
£4,076.80
£2,108.60
£40,854.84
£17,178.72
0
£3,985.80
£32,721.00
£13,124.80
£9,312.68
£3,198.00
£2,186.60
£15,317.64
£8,616.92
£10,735.92
£11,683.88
£2,486.12
£2,199.60
£10,173.80
£849.68
£7,546.76
£9,604.40
£58,501.56
£844.48
£3,728.40
£59,870.20
£652.60
£9,989.72
£66,571.44
£10,336.56
£3,151.20
£16,684.20
£1,570.40
£23,525.84
£40,473.16
£834.60
£3,151.20
£5,534.88
£1,303.25
£62,749.75
£6,937.43
£52,490.61
£4,810.00
£44,847.67
£13,917.19
£24,898.28
£439.40
£8,105.48
£128,841.46
£17,298.17
£18,983.48
£40,861.93
£40,537.57
£58,150.02
£13,315.12
£4,076.80
£2,108.60
£80,146.44
£20,245.26
£1,281.56
£4,445.70
£47,110.44
£17,482.31
£12,333.52
£3,198.00
£3,784.50
£20,487.03
£9,231.72
£16,099.63
£19,806.25
£6,071.24
£3,901.40
£16,011.02
£1,479.28
£9,796.03
£15,838.16
£69,385.52
£1,765.61
£4,918.25
£71,612.20
£2,055.91
£11,136.82
£78,284.74
£17,909.16
£3,511.20
£22,255.67
£4,504.44
£26,359.35
£50,227.97
£834.60
£3,454.20
£6,709.88
0%
1%
0%
1%
0%
1%
0%
1%
0%
0%
2%
0%
0%
1%
1%
1%
0%
0%
0%
1%
0%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
1%
0%
0%
2%
0%
0%
0%
0%
1%
1%
0%
0%
0%
Dr. M.T. Khan
Dr. M. Khanna
Dr. K. Koria
Dr. T. Kyaw
Dr. D.G. Larah
Dr. G. Leach
Dr. M. Levison
Dr. Lieberman
Dr. S.D. Lindsay
Dr. Logan
Dr. N.P. Lord
Dr. C.I. Malcomson
Dr. N.P. Malloy
Dr. J.E. Marginson
Dr. D.K. McCarthy
Dr. J.W. McCorkingdale
Dr. McElvy
Dr. M.S. McPhillips
Dr. H.S. Milligan
Dr. M.A. Moore
Dr. Moss
Dr. Munshi (Manchester)
Dr. S.M.H. Naqwik (Bolton)
Dr. Nawaz
Dr. S. Nicholson
Dr. S.W. Owen (Altrincham)
Dr. W. Owen
Dr. G. Patel
Dr. Pawar
Dr. L. Picardo
Dr. A. Pira
Dr. K. Pramanik
Dr. J.H. Purser
Dr. A. Rahman
Dr. J. Rahman
Dr. V.B. Raj
Dr. S.C. Randall
Dr. P. Reddy
Dr. Z. Rehman
Dr. J. Robinson
Dr. M.E. Rodgers
Dr. J.N. Rolfe
Dr. S.E. Rosenberg
Dr. P.M. Russell
Dr. A. Salim
Dr. L. Sandle
Dr. K. Saxby
Dr. M. Shahbaz
Dr. M.M. Sharma
Dr. Sherman
Dr. Short
Dr. Siddique
Dr. B.A. Sides
Dr. Simenoff (Crumpsall)
£2,096.88
£14,882.61
£13,345.36
£3,855.66
£34,566.91
£3,369.87
£466.80
£1,782.77
£2,614.11
£3,494.80
£843.81
£11,249.98
£9,468.51
£6,172.03
£5,221.37
£2,533.80
£1,864.00
£1,460.79
£2,188.20
£4,258.81
£242.40
0
£1,480.02
£953.60
£4,431.71
£128.40
£7,765.86
£6,517.46
£1,522.80
£6,490.91
£4,480.08
£6,316.12
£4,808.77
£20,220.76
£2,845.95
£970.28
£5,036.85
£0.00
£464.79
£192.00
£6,440.67
£17,286.35
£1,030.80
£3,431.47
£8,635.71
£220.50
£28,837.63
£1,470.47
£5,322.01
£3,702.93
£750.55
£1,004.25
£44,590.49
£9,300.57
81
£13,113.88
£36,638.68
£34,487.96
£20,248.28
£80,733.12
£26,081.64
£3,034.20
£21,666.84
£16,076.84
£15,831.40
£3,943.16
£30,908.80
£21,600.28
£16,984.76
£28,806.96
£21,044.40
£1,934.40
£3,180.84
£9,482.20
£15,587.52
£3,151.20
£10,556.00
£6,326.32
£1,668.16
£19,380.40
£834.60
£38,298.00
£19,741.80
£4,399.20
£67,533.44
£47,785.92
£29,306.68
£29,236.48
£81,436.68
£15,097.16
£14,299.48
£16,684.72
£3,564.60
£14,350.44
£10,677.68
£16,790.28
£24,608.48
£7,527.00
£6,940.44
£51,290.72
£2,943.20
£54,805.92
£6,112.60
£21,792.16
£3,929.64
£2,295.80
£10,015.20
£83,968.04
£24,486.28
£15,210.76
£51,521.29
£47,833.32
£24,103.94
£115,300.03
£29,451.51
£3,501.00
£23,449.61
£18,690.95
£19,326.20
£4,786.97
£42,158.78
£31,068.79
£23,156.79
£34,028.33
£23,578.20
£3,798.40
£4,641.63
£11,670.40
£19,846.33
£3,393.60
£10,556.00
£7,806.34
£2,621.76
£23,812.11
£963.00
£46,063.86
£26,259.26
£5,922.00
£74,024.35
£52,266.00
£35,622.80
£34,045.25
£101,657.44
£17,943.11
£15,269.76
£21,721.57
£3,564.60
£14,815.23
£10,869.68
£23,230.95
£41,894.83
£8,557.80
£10,371.91
£59,926.43
£3,163.70
£83,643.55
£7,583.07
£27,114.17
£7,632.57
£3,046.35
£11,019.45
£128,558.53
£33,786.85
0%
1%
1%
0%
2%
1%
0%
1%
0%
0%
0%
1%
1%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
2%
1%
1%
1%
2%
0%
0%
0%
0%
0%
0%
0%
1%
0%
0%
1%
0%
1%
0%
1%
0%
0%
0%
2%
1%
Dr. Simonton
Dr. Singh
Dr. H. Singh
Dr. H.S. Singh
Dr. K.V. Singh
Dr. R.P. Sinha
Dr. L.F. Stalley
Dr. H.G.B. Stedman
Dr. A.R. Stewart
Dr. M. Sultan
Dr. B. Sutherland
Dr. E.J. Tamkin
Dr. J.W. Tankel
Dr. I.T. Tasker
Dr. T. Tauk
Dr. Thompson
Dr. M.N.L. Tran
Dr. N.M. Tyrrell
Dr. J.A. Vincent
Dr. Vites
Dr. S. Waldman
Dr. C.B. Warburton
Dr. Watson
Dr. W. Wheeldin
Dr. J. White
Dr. Whiting (Manchester)
Dr. N.A. Whittaker
Dr. D.J. Wilcock
Dr. J. Wilcock
Dr. B.W. Williams
Dr. S.A. Wright
Dr. M.S. Yates
Dr. M. Zotkiewicz
Not available
Total
£1,247.00
£2,660.50
£19,616.22
£10,501.59
£5,528.66
£9,421.51
£7,526.42
£10,206.44
£2,327.19
£8,348.49
£3,718.33
£15,232.20
£15,465.12
£81.11
£12,563.21
£32.83
£4,448.39
£1,680.00
£363.60
0
£8,082.46
£9,670.55
0
0
£2,419.76
£21,336.39
£9,264.29
£905.77
£749.10
£5,832.04
£13,526.52
£5,532.55
£2,978.59
£169,952.58
£1,206,701.57
0
£17,901.00
£101,145.20
£28,302.04
£3,461.64
£16,753.88
£22,022.52
£28,121.60
£27,873.56
£72,230.08
£28,620.28
£58,092.84
£54,025.92
£2,108.60
£56,444.96
£1,707.16
£9,253.92
£8,507.72
£3,151.20
£5,402.80
£17,206.80
£44,503.68
£3,552.12
£5,795.40
£10,433.80
£48,701.64
£36,420.28
£3,855.80
£9,073.48
£11,713.00
£28,715.44
£14,224.08
£13,269.88
£461,185.92
£4,314,140.48
£1,247.00
£20,561.50
£120,761.42
£38,803.63
£8,990.30
£26,175.39
£29,548.94
£38,328.04
£30,200.75
£80,578.57
£32,338.61
£73,325.04
£69,491.04
£2,189.71
£69,008.17
£1,739.99
£13,702.31
£10,187.72
£3,514.80
£5,402.80
£25,289.26
£54,174.23
£3,552.12
£5,795.40
£12,853.56
£70,038.03
£45,684.57
£4,761.57
£9,822.58
£17,545.04
£42,241.96
£19,756.63
£16,248.47
£631,138.50
£5,520,842.05
0%
0%
2%
1%
0%
0%
1%
1%
1%
2%
1%
1%
1%
0%
1%
0%
0%
0%
0%
0%
0%
1%
0%
0%
0%
1%
1%
0%
0%
0%
1%
0%
0%
11%
Financial Gains by Section
Section
Mental Health
Learning Disability
Health
Sure Start (LH)
CJIT
Linkworkers
Take-up
Charging
WR (Duty)
WR (Allocated)
Total
Lump Sum
£70,033.58
£178,102.67
£195,221.93
£530.93
£4,028.00
£136,659.83
£269,351.68
£202,934.06
£6,363.65
£143,475.24
£1,206,701.57
Weekly
£484,310.84
£671,862.36
£790,389.60
0
£10,814.44
£495,510.08
£598,969.80
£460,470.92
£22,400.04
£779,412.40
£4,314,140.48
82
Total
£554,344.42
£849,965.03
£985,611.53
£530.93
£14,842.44
£632,169.91
£868,321.48
£663,404.98
£28,763.69
£922,887.64
£5,520,842.05
%
10%
15%
18%
0%
0%
11%
16%
12%
1%
17%
APPENDIX VII
WELFARE RIGHTS CASEWORK (GENERAL) – CLIENT SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the
advisor?
How well did we keep you updated on your
case?
How well did we listen to you?
Would you recommend the Service to
others?
How easy was it to make your first contact?
Was the result of your case as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
83
%
‘03 -‘04
96%
4%
0%
0%
0%
77%
22%
0%
1%
0%
94%
6%
0%
0%
0%
93%
6%
0%
1%
0%
98%
1%
1%
0%
0%
94%
4%
2%
0%
0%
66%
30%
1%
2%
1%
61%
39%
0%
%
%
‘04 -‘05 ‘05 -‘06
92%
95%
7%
4%
1%
1%
0%
0%
0%
0%
77%
86%
19%
14%
2%
1%
2%
0%
0%
0%
94%
93%
6%
7%
0%
0%
0%
0%
0%
05
90%
88%
9%
9%
0%
2%
1%
1%
0%
0%
95%
97%
4%
3%
1%
0%
0%
0%
0%
0%
94%
95%
5%
4%
0%
1%
0%
1%
1%
0%
65%
72%
29%
22%
2%
1%
2%
5%
2%
0%
64%
64%
34%
35%
2%
1%
148 (129) clients
48% (52% ) response
WELFARE RIGHTS CASEWORK (GENERAL) – AGENCY/STAFF SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the advisor?
How useful did you find the advice you were
given?
Would you recommend the Service to others?
How easy was it to make your first contact?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very useful
Fairly useful
Undecided
Not very useful
Not at all useful
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
84
%
‘03 -‘04
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
%
%
‘04 -‘05 ‘05 -‘06
100%
100%
0%
0%
0%
0%
0%
0%
0%
0%
82%
83%
18%
17%
0%
0%
0%
0%
0%
0%
82%
100%
18%
0%
0%
0%
0%
0%
0%
0%
100%
100%
0%
0%
0%
0%
0%
0%
0%
0%
91%
100%
9%
0%
0%
0%
0%
0%
0%
0%
77%
83%
23%
17%
0%
0%
0%
0%
0%
0%
12 (22) clients
67% (65%) response
WELFARE RIGHTS CASEWORK (HEALTH) – CLIENT SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the
advisor?
How well did we keep you updated on your
case?
How well did we listen to you?
Would you recommend the Service to
others?
How easy was it to make your first
contact?
Was the result of your case as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
85
%
‘03 -‘04
92%
7%
0%
0%
1%
82%
17%
1%
0%
0%
91%
9%
0%
0%
0%
91%
7%
1%
0%
1%
95%
4%
1%
0%
0%
94%
5%
0%
0%
1%
87%
11%
1%
1%
0%
72%
22%
6%
%
%
‘04 -‘05 ‘05 -‘06
94%
98%
4%
2%
2%
0%
0%
0%
0%
0%
70%
87%
28%
12%
0%
1%
0%
0%
1%
0%
94%
97%
6%
2%
0%
1%
0%
0%
0%
0%
94%
95%
5%
3%
1%
3%
0%
0%
0%
0%
94%
97%
6%
2%
0%
1%
0%
0%
0%
0%
96%
98%
2%
2%
0%
0%
0%
0%
1%
0%
81%
84%
19%
11%
0%
2%
0%
1%
0%
2%
62%
62%
37%
37%
1%
2%
122 (84) clients
52% (49%) response
APPENDIX VIII
WR LINKWORKER SERVICE – CASEWORK STATISTICS
April 2004 – March 2005
PROFILE OF PEOPLE ASSISTED
Gender
Female
Male
Total
Age
< 16
16 – 17
18 - 24
25 – 35
36 – 45
46 – 59
> 60
Total
Urdu/Punjabi
Total
%
74%
49
26%
17
66
Arabic
Total
%
15%
6
85%
33
39
Urdu/Punjabi
Total
%
0%
0
2%
1
8%
5
18%
12
30%
20
29%
19
14%
9
66
Arabic
Total
%
0%
0
0%
0
5%
2
33%
13
28%
11
18%
7
15%
6
39
Family Status
Couple - with children
- no children
Single - with children
- no children
Total
Target Groups
Women
Ill-health
Disabled
60 +
Lone Parents
Ethnic Minority
Low Paid
Unemployed
Child/Young Person
Carer
In Debt
Accommodation
Family/Friends
Owner Occupier
Private Tenant
Housing Assn.
NPHL Tenant
Other
Total
Employment
Carer (adult)
Carer (children)
Employed
Retired
Sick
Student
Unemployed
Total
Urdu/Punjabi
Total
%
45%
30
23%
15
17%
11
15%
10
Arabic
Total
%
31%
12
5%
2
10%
4
54%
21
66
39
Urdu/Punjabi
Total
%
74%
49
50%
33
44%
29
14%
9
17%
11
100%
66
14%
9
2%
1
0%
0
21%
14
2%
1
Arabic
Total
%
15%
6
10%
4
31%
12
15%
6
10%
4
100%
39
0%
0
62%
24
0%
0
5%
2
2%
1
86
Urdu/Punjabi
Total
%
24%
16
47%
31
11%
7
3%
2
11%
7
5%
3
66
Arabic
Total
%
21%
8
18%
7
18%
7
31%
12
8%
3
5%
2
39
Urdu/Punjabi
Total
%
11%
7
12%
8
14%
9
8%
5
50%
33
5%
3
2%
1
66
Arabic
Total
%
0%
0
0%
0
13%
5
3%
1
23%
9
0%
0
62%
24
39
Ethnicity – Urdu/Punjabi
Asian or Asian British
Indian
Pakistani
Bangladeshi
Other Asian background
Black or Black British
Caribbean
African
Other Black background
Mixed Race
White & Black Caribbean
White & Black African
White & Asian
Other Mixed background
Other Group
Arabic
Chinese
Jewish
Other
Unknown
White
British
Welsh
Irish
Other White background
Total (Recorded)
Total (Not Recorded)
Total
Disability
(Urdu/Punjabi)
Physical
Learning
Other
Total
Ill-health
(Urdu/Punjabi)
Mental Health
Heart/Stroke
Cancer
Accidents
Other
Total
Total
29
0
0
29
Total
2
0
0
0
31
33
Total
62
20
40
2
0
2
0
2
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
66
0
66
%
97%
30%
61%
3%
0%
3%
0%
3%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
100%
0%
Ethnicity- Arabic
Asian or Asian British
Indian
Pakistani
Bangladeshi
Other Asian background
Black or Black British
Caribbean
African
Other Black background
Mixed Race
White & Black Caribbean
White & Black African
White & Asian
Other Mixed background
Other Group
Arabic
Chinese
Jewish
Other
Unknown
White
British
Welsh
Irish
Other White background
Total (Recorded)
Total (Not Recorded)
Total
%
Disability
100%
0%
0%
%
Total
44%
0%
0%
44%
%
Ill-health
6%
0%
0%
0%
94%
%
Total
3%
0%
0%
0%
47%
50%
Disability
(Arabic)
Physical
Learning
Other
Total
Ill-health
(Arabic)
Mental Health
Heart/Stroke
Cancer
Accidents
Other
Total
87
Total
12
0
0
12
Total
1
2
0
1
0
4
Total
0
0
0
0
0
0
0
0
0
0
0
0
0
0
39
35
0
0
4
0
0
0
0
0
0
39
0
39
%
Disability
100%
0%
0%
%
Ill-health
25%
50%
0%
25%
0%
%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
0%
100%
90%
0%
0%
10%
0%
0%
0%
0%
0%
0%
100%
0%
%
Total
31%
0%
0%
31%
%
Total
3%
5%
0%
3%
0%
10%
Income
IS/GC/IBJSA
WTC
Other Ben.
Other
Total
Urdu/Punjabi
Total
%
48%
32
14%
9
9%
6
29%
19
66
39
Area - ward
Barton
Boothstown & Ellenbrook
Broughton
Cadishead
Claremont
Eccles
Irlam
Irwell Riverside
Kersal
Langworthy
Little Hulton
Ordsall
Pendlebury
Swinton North
Swinton South
Walkden North
Walkden South
Weaste & Seedley
Winton
Worsley
Out of Area
Total
Client’s GP
Dr. Bedi
Dr. Borg-Constanzi
Dr. J.S. Broxton
Dr. K.H. Buch
Dr. P. Budden
Dr. Chowdhury
Dr. Collier
Dr. De Silva
Dr. Ford
Dr. P.L. Ganvir
Dr. S. P. Gavir
Dr. Ghosh
Dr. Hayes
Dr. Jolley
Dr. S.G. Joseph
Dr. Kassam
Dr. Leach
Dr. M. Khan
Dr. Khanna
Dr. Kunna
Arabic
Total
%
59%
23
0%
0
8%
3
33%
13
Urdu/Punjabi
Total
%
5%
3
0%
0
41%
27
0%
0
5%
3
17%
11
0%
0
0%
0
3%
2
9%
6
0%
0
3%
2
8%
5
0%
0
3%
2
0%
0
2%
1
3%
2
2%
1
0%
0
2%
1
66
Urdu/Punjabi
Total
%
2
0
0
0
0
0
1
2
2
0
0
4
2
5
0
2
1
1
2
2
3%
0%
0%
0%
0%
0%
2%
3%
3%
0%
0%
6%
3%
8%
0%
3%
2%
2%
3%
3%
39
Arabic
Total
%
0
1
1
1
1
1
0
0
0
2
7
0
0
0
1
0
0
0
0
0
Arabic
Total
%
13%
5
3%
1
8%
3
3%
1
0%
0
28%
11
0%
0
10%
4
3%
1
18%
7
0%
0
3%
1
3%
1
0%
0
0%
0
3%
1
0%
0
3%
1
3%
1
0%
0
1%
1
0%
3%
3%
3%
3%
3%
0%
0%
0%
5%
18%
0%
0%
0%
3%
0%
0%
0%
0%
0%
88
Urdu/Punjabi
Dr. T. Kyaw
Dr. Larah
Dr. Mattison
Dr. Moorhouse
Dr. Munshi
Dr. Nawaz
Dr. W. Owen
Dr. Rahman
Dr. Picardo
Dr. Pramanik
Dr. H.S. Singh
Dr. Sinha
Dr. L.F. Stalley
Dr. H.G.B. Stedman
Dr. M. Sultan
Dr. Tamkin
Dr. Warburton
Dr. Watson
Dr. Whiting
N/K
0
6
1
1
1
1
0
13
1
1
6
2
0
0
0
1
1
0
4
1
Total
66
0%
9%
2%
2%
2%
2%
0%
20%
2%
2%
9%
3%
0%
0%
0%
2%
2%
0%
6%
2%
Arabic
1
0
0
0
0
0
1
4
0
0
5
0
2
1
2
0
0
1
0
7
39
3%
0%
0%
0%
0%
0%
3%
10%
0%
0%
13%
0%
5%
3%
5%
0%
0%
3%
0%
18%
PROFILE OF ADVICE
Type of enquiry
Attendance Allowance
Child Benefit
Child Tax Credit
Council Tax Benefit
Debt
DLA (care)
DLA (mob)
Disability
Education
Education Benefits
Employment
Health
Health Benefits
Housing
Housing Benefit
Incapacity Benefit
Income Support
JSA
Maternity Benefits
National Insurance
Nationality
Other
Pension Credit
Retirement Pension
Social Fund - Loans
- Grants
- Funeral
- Maternity
Utilities
Working Tax Credit
Total
Level of intervention
Advice only
Advocacy
Appeal
Attend interview
Claim
Commissioners
Negotiation
Reconsideration etc.
Total
Contacts
Broughton Youth Centre
Eccles Library
Eccles Youth Centre
RAPAR (Pendleton)
Home Visit
Total/average contact
Urdu/Punjabi
Total
%
11%
26
5%
11
12%
28
6%
15
0%
0
4%
9
3%
8
3%
7
1%
2
1%
3
0%
0
0%
0
1%
2
4%
10
5%
11
6%
14
7%
16
3%
6
0%
1
0%
1
0%
0
6%
13
3%
7
1%
2
2%
4
6%
15
0%
0
3%
6
0%
0
6%
14
231
Urdu/Punjabi
Total
%
18%
41
12%
28
0%
0
0%
0
63%
145
0%
0
0%
0
7%
17
231
Urdu/Punjabi
Total
%
190
0
26
0
74
290
66%
0%
9%
0%
26%
Arabic
Total
%
0%
0
2%
6
5%
12
12%
31
1%
2
5%
14
0%
1
1%
2
4%
11
2%
5
2%
4
5%
13
0%
0
14%
36
14%
37
2%
5
6%
15
7%
18
0%
0
0%
0
3%
9
9%
23
0%
0
1%
2
1%
2
3%
8
0%
1
1%
2
0%
1
2%
6
266
Arabic
Total
%
28%
75
28%
75
3%
8
3%
9
23%
60
1%
2
13%
34
1%
3
266
Arabic
Total
%
98
46
77
49
270
36%
17%
29%
18%
Urdu/Punjabi
Arabic
No.
Sessions
Contacts
a session
Contacts
a week
32
6
3½
24
1
½
56
4
1½
5½
89
No.
Sessions
Contacts
a session
Contacts
a week
39
33
37
2½
1½
2
109
2½
2
1
1½
1
5
PROFILE OF REFERRALS
Referrer
College
Friend/Family
Salford Link Project
Self
SW - Adult
Sure Start
Urdu/Punjabi
Total
%
0%
0
9%
6
2%
1
85%
56
3%
2
2%
1
Total
Arabic
Total
%
1%
2
0%
0
0%
0
99%
137
0%
0
0%
0
66
Method
Advice session
E-mail
Fax
Internal
Letter
Personal caller to office
Telephone
139
Urdu/Punjabi
Total
%
55%
36
0%
0
0%
0
3%
2
0%
0
0%
0
42%
28
Total
Arabic
Total
%
47%
66
0%
0
1%
2
0%
0
0%
0
32%
44
19%
27
66
139
FINANCIAL GAINS
Arabic
Urdu/Punjabi
Total
Lump Sums
£10,579.68
£122,336.62
£132,916.30
Weekly
£146,165.24
£198,165.24
£344,330.48
90
Total
£156,744.92
£320,501.86
£477,246.78
APPENDIX IX
WELFARE RIGHTS LINKWORKERS – CLIENT SATISFACTION
Urdu/Punjabi
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the
advisor?
How well did we keep you updated on your
case?
How well did we listen to you?
Would you recommend the Service to
others?
How easy was it to make your first
contact?
Was the result of your case as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
91
%
’03 –’04
88%
8%
4%
0%
0%
88%
12%
0%
0%
0%
92%
8%
0%
0%
0%
85%
11%
4%
0%
0%
96%
4%
0%
0%
0%
92%
8%
0%
0%
0%
65%
31%
4%
0%
0%
88%
12%
0%
%
%
’04 –’05 ’05 –’06
90%
96%
10%
4%
0%
0%
0%
0%
0%
0%
75%
89%
25%
12%
0%
0%
0%
0%
0%
0%
90%
96%
3%
0%
5%
0%
3%
4%
0%
0%
83%
96%
15%
4%
0%
0%
3%
0%
0%
0%
90%
92%
8%
4%
3%
4%
0%
0%
0%
0%
79%
84%
13%
4%
5%
4%
0%
0%
3%
8%
74%
81%
26%
19%
0%
0%
0%
0%
0%
0%
82%
84%
16%
12%
3%
4%
26 (40) clients
41% (71%)response
Arabic
Question
How satisfied were you with the
Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the
advisor?
How well did we keep you updated on
your case?
How well did we listen to you?
Would you recommend the Service to
others?
How easy was it to make your first
contact?
Was the result of your case as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
%
’03 –’04
90%
10%
0%
0%
0%
80%
10%
10%
0%
0%
70%
30%
0%
0%
0%
80%
20%
0%
0%
0%
100%
0%
0%
0%
0%
90%
10%
0%
0%
0%
70%
30%
0%
0%
0%
80%
20%
0%
%
’04 –’05
64%
36%
0%
0%
0%
73%
27%
0%
0%
0%
73%
27%
0%
0%
0%
67%
33%
0%
0%
0%
82%
18%
0%
0%
0%
90%
10%
0%
0%
0%
45%
55%
0%
0%
0%
78%
22%
0%
71%
92
%
’05 –’06
70%
30%
0%
0%
0%
70%
30%
0%
0%
0%
70%
30%
0%
0%
0%
80%
20%
0%
0%
0%
80%
20%
0%
0%
0%
70%
20%
10%
0%
0%
40%
60%
0%
0%
0%
90%
10%
0%
10 (11) clients
(41%) response
APPENDIX X
WELFARE RIGHTS ADVISERS (TAKE-UP)
CLIENT SATISFACTION
Question
How well did we listen to what you had
to say?
How easy to understand was the
advice provided?
How knowledgeable was the Adviser?
How well did we keep you updated on
your case?
Was the outcome as advised?
Would you recommend us to others?
Overall satisfaction
Reply
Very well
Fairly well
Undecided
Not very well
Not at all well
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Better
Same
Worse
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
93
%
’03-‘04
99%
1%
0%
0%
0%
91%
9%
0%
0%
0%
98%
2%
0%
0%
0%
95%
4%
1%
0%
0%
73%
27%
0%
95%
5%
0%
0%
0%
98%
2%
0%
0%
0%
%
%
’04-‘05 ’05-‘06
100%
99%
0%
1%
0%
0%
0%
0%
0%
0%
88%
86%
11%
12%
0%
1%
1%
1%
0%
0%
96%
97%
3%
2%
0%
1%
0%
0%
0%
0%
96%
93%
3%
7%
1%
0%
0%
0%
0%
0%
78%
66%
21%
33%
1%
1%
91%
91%
8%
7%
0%
2%
0%
0%
0%
0%
99%
97%
0%
2%
0%
1%
0%
0%
0%
0%
178 (217) clients
73% (73%) response
WELFARE RIGHTS CASEWORK (SURE START – LITTLE HULTON)
– CLIENT SATISFACTION
Question
Overall satisfaction
How easy to understand was the
advice provided?
How knowledgeable was the Adviser?
How well did we keep you updated on
your case?
How well did we listen to what you had
to say?
Would you recommend us to others?
How easy was it to make your first
contact?
Was the outcome as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
%
‘03 -‘04
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
%
‘04 -‘05
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
33%
67%
0%
0%
0%
100%
0%
0%
%
‘05 -‘06
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
(3) client
1
100% (100%) response
94
WELFARE RIGHTS CASEWORK (CJIT) – CLIENT SATISFACTION
Question
Overall satisfaction
How easy to understand was the
advice provided?
How knowledgeable was the Adviser?
How well did we keep you updated on
your case?
How well did we listen to what you had
to say?
Would you recommend us to others?
How easy was it to make your first
contact?
Was the outcome as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
%
‘03 -‘04
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
%
‘04 -‘05
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
67%
33%
0%
0%
0%
67%
33%
0%
%
‘05 -‘06
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
(3) client
1
20% (16%) response
95
APPENDIX XI
CHARGING ASSESSMENT
CLIENT SATISFACTION
Charging Assessors
Question
How well did we listen to
what you had to say?
How easy to understand
was the advice provided?
Did you understand the
charge
Did you feel all your needs
were taken into account?
Did the CA advise re.
benefits?
How knowledgeable were
those who advised about
benefits?
Was a claim made for
you?
How well did we keep you
updated on your case?
Was the outcome as
advised?
CAs
%
%
‘04 -‘05 ‘05 -‘06
89%
93%
9%
6%
1%
1%
1%
0%
0%
0%
63%
62%
32%
33%
2%
3%
2%
2%
1%
0%
92%
91%
8%
9%
97%
95%
3%
5%
90%
85%
10%
15%
72%
82%
16%
15%
12%
3%
1%
0%
0%
0%
31%
24%
69%
76%
32%
59%
5%
21%
60%
14%
1%
3%
1%
4%
63%
50%
31%
43%
6%
6%
334
403
45%
52%
Reply
Very well
Fairly well
Undecided
Not very well
Not at all well
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Yes
No
Yes
No
Yes
No
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Yes
No
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Better
Same
Worse
Total Qs returned
Response rate
96
CAs/WRASUs
%
%
‘04 -‘05 ‘05 -‘06
92%
97%
7%
3%
1%
0%
0%
0%
0%
0%
59%
72%
37%
28%
2%
0%
1%
0%
0%
0%
92%
100%
8%
0%
100%
99%
0%
1%
n/a
n/a
n/a
n/a
90%
96%
10%
4%
0%
0%
0%
0%
0%
0%
93%
96%
7%
4%
78%
88%
12%
6%
9%
6%
0%
0%
1%
0%
54%
59%
46%
39%
0%
2%
84
68
37%
92%
Total
%
%
‘04 -‘05 ‘05 -‘06
89%
94%
8%
5%
1%
1%
1%
0%
0%
0%
63%
63%
33%
32%
2%
3%
2%
2%
0%
0%
92%
0%
8%
0%
97%
96%
3%
4%
90%
85%
10%
15%
76%
84%
14%
13%
9%
3%
0%
0%
0%
0%
42%
34%
58%
66%
43%
70%
7%
15%
49%
11%
1%
2%
1%
2%
59%
54%
37%
42%
4%
4%
418
471
43%
56%
WRASUs
Question
Reply
How well did we listen to what you had to say?
Very well
Fairly well
Undecided
Not very well
Not at all well
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Better
Same
Worse
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Total Qs returned
Response rate
How easy to understand was the advice provided?
How knowledgeable was the Adviser?
How well did we keep you updated on your case?
Was the outcome as advised?
Would you recommend the Service to others?
How satisfied were you with the Service?
97
Total
%
%
‘04 -‘05 ‘05 -‘06
95%
92%
5%
8%
0%
0%
0%
0%
0%
0%
76%
85%
24%
15%
0%
0%
0%
0%
0%
0%
95%
100%
5%
0%
0%
0%
0%
0%
0%
0%
95%
92%
5%
8%
0%
0%
0%
0%
0%
0%
81%
62%
19%
38%
0%
0%
95%
100%
5%
0%
0%
0%
0%
0%
0%
0%
95%
100%
5%
0%
0%
0%
0%
0%
0%
0%
21
13
n/a
23%
APPENDIX XII
DEBT ADVICE LINE – CALLER SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the advisor?
How useful did you find the advice?
How well did we listen to you?
Did we treat you fairly?
Would you recommend the Service to others?
How easy was it to make your first contact?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very helpful
Fairly helpful
Not at all helpful
Very well
Fairly well
Undecided
Fairly poor
Very poor
Yes
No
Don’t know
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
98
%
‘03 -‘04
77%
20%
0%
0%
3%
71%
26%
0%
0%
3%
77%
20%
0%
0%
3%
87%
10%
3%
84%
13%
3%
0%
0%
97%
0%
3%
94%
0%
3%
0%
3%
52%
32%
4%
6%
6%
%
%
‘04 -‘05 ‘05 -‘06
93%
74%
7%
17%
0%
6%
0%
0%
0%
3%
84%
74%
16%
23%
0%
3%
0%
0%
0%
0%
84%
77%
13%
23%
0%
0%
2%
0%
0%
0%
93%
77%
2%
17%
4%
6%
98%
94%
2%
6%
0%
0%
0%
0%
0%
0%
100%
97%
0%
3%
0%
0%
87%
89%
13%
9%
0%
3%
0%
0%
0%
0%
62%
60%
29%
26%
2%
0%
4%
11%
2%
3%
35 (45) callers
18% (18%) response
DEBT ADVICE LINE – AGENCY/STAFF SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the advisor?
How useful did you find the advice?
How well did we listen to you?
Would you recommend the Service to others?
How easy was it to make your first contact?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very helpful
Fairly helpful
Not at all helpful
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
%
‘03 -‘04
100%
0%
0%
0%
0%
82%
9%
9%
0%
0%
90%
10%
0%
0%
0%
100%
0%
0%
100%
0%
0%
0%
0%
100%
0%
0%
0%
0%
36%
36%
0%
28%
0%
%
‘04 -‘05
40%
40%
0%
20%
0%
40%
40%
0%
20%
0%
40%
40%
20%
0%
0%
40%
40%
20%
40%
40%
20%
0%
0%
40%
40%
20%
0%
0%
20%
40%
0%
40%
0%
%
‘05 -‘06
75%
25%
0%
0%
0%
67%
33%
0%
0%
0%
75%
25%
0%
0%
0%
67%
33%
0%
100%
0%
0%
0%
0%
100%
05
0%
0%
0%
25%
50%
0%
25%
0%
(5) callers
4
36% (42%) response
99
APPENDIX XIII
DEBT - STATISTICS
st
1 April 2005 – 31st March 2006
PROFILE OF PEOPLE ASSISTED
Gender
Female
Male
Total
L/t
149
90
239
Duty
153
127
280
Total
302
217
519
‘04/5
Age
16 – 17
18 – 24
25 – 34
35 – 44
45 – 59
60 +
N/K
Total
L/t
0
14
47
72
83
22
1
239
Duty
2
31
61
77
69
20
20
280
Total
2
45
108
149
152
42
21
519
‘04/5
Duty
37
23
62
149
9
280
Total
79
46
113
272
9
519
Family Status
Couple - children
Couple - no children
Single - children
Single - no children
N/K
Total
L/t
42
23
51
123
0
239
324
200
%
58%
42%
524
3
35
123
130
126
39
68
%
0%
9%
21%
29%
29%
8%
4%
524
‘04/5
77
60
108
240
39
L/t
1
12
0
45
0
23
139
19
0
239
Duty
0
25
1
46
0
21
150
25
12
280
Total
1
37
1
91
0
44
289
44
12
519
‘04/5
1
34
0
99
1
25
280
40
44
Employment
Carer (adult)
Carer (children)
Employed
Retired
Self-employed
Sick
Student
Unemployed
N/K
L/t
Duty
Total
6
19
69
19
1
101
5
19
0
239
2
22
102
18
10
81
2
28
15
280
8
41
171
37
11
182
7
47
15
519
‘04/5
6
Total
170
34
8
166
12
30
47
Duty
Total
‘04/5
Learning
Physical
Other
Total
8
34
0
42
5
30
0
35
13
64
0
77
2
75
0
77
%
2%
8%
33%
7%
2%
35%
1%
9%
3%
524
100
%
Dis.
17%
83%
0%
Ill-health
L/t
Duty
Total
‘04/5
Accidents
Cancer
Heart/Stroke
Mental Health
Other
Total
0
2
8
73
12
95
1
2
3
41
22
69
1
4
11
114
34
164
3
1
10
96
11
121
Target Groups
Women
Ill-health
Disabled
Older People
Lone Parents
Ethnic Minority
Low Paid
Unemployed
Child/Y.P.
Carer
In Debt
%
0%
7%
0%
18%
0%
8%
56%
8%
2%
524
51
L/t
Income
IS/PGCredit/IBJSA
Other
Other Benefit
WTC
N/K
Total
%
15%
9%
22%
52%
2%
524
Accommodation
Bed & B/fast
Family/Friends
Hospital
Owner Occupier
Nursing Home
Tenant - HA
Tenant - NPH
Tenant - Private
N/K
Total
Disability
L/t
92
70
58
19
0
239
L/t
149
95
42
22
51
10
19
19
0
17
239
Duty
87
93
51
39
10
280
Duty
153
69
35
20
62
8
39
28
2
9
280
%
Ill-health
1%
2%
7%
70%
21%
‘04/5
145
168
98
43
70
338
Total
179
163
109
58
10
519
Total
302
164
77
42
113
18
58
47
2
26
519
%
Total
3%
12%
0%
15%
‘04/5
324
121
77
39
108
11
43
30
0
25
524
%
Total
0%
1%
2%
22%
7%
32%
%
34%
31%
21%
11%
2%
%
58%
32%
15%
8%
22%
3%
11%
9%
0%
5%
100%
Ethnicity
Asian or Asian British
Indian
Pakistani
Bangladeshi
Other Asian background
Black or Black British
Caribbean
African
Other Black background
Mixed Race
White & Black Caribbean
White & Black African
White & Asian
Other Mixed background
Other Group
Arabic
Chinese
Jewish
Other
White
British
English
Irish
Scottish
Welsh
Other
Total (Recorded)
Total (Not Recorded)
Total
L/t
Duty
Total
0
0
0
0
0
1
0
0
1
4
3
0
0
1
5
1
0
1
3
196
148
42
2
3
0
1
206
33
239
3
1
2
0
0
1
0
1
0
0
0
0
0
0
2
1
0
1
0
150
140
6
1
1
0
2
156
124
280
3
1
2
0
0
2
0
1
1
4
3
0
0
1
7
2
0
2
3
346
288
48
3
4
0
3
362
157
519
%
1%
(1%)
0%
(1%)
1%
(1%)
1%
(2%)
Area – ward
Barton
Boothstown & Ellenbrook
Broughton
Cadishead
Claremont
Eccles
Irlam
Irwell Riverside
Kersal
Langworthy
Little Hulton
Ordsall
Pendlebury
Swinton North
Swinton South
Walkden North
Walkden South
Weaste & Seedley
Winton
Worsley
Out of Area
Total
67%
(96%)
70%
30%
Figures in brackets are adjusted ie. % only of those recorded.
101
L/t
Duty
Total
17
2
21
12
5
5
8
15
10
23
26
11
18
11
14
12
1
8
17
0
3
239
16
2
17
7
2
11
7
26
14
28
27
13
18
16
11
10
3
12
18
2
20
280
33
4
38
19
7
16
15
41
24
51
53
24
36
27
25
22
4
20
35
2
23
519
%
6%
1%
7%
4%
1%
3%
3%
8%
5%
10%
10%
5%
7%
5%
5%
4%
1%
4%
7%
0%
4%
PROFILE OF REFERRALS
Referrer
Age Concern
Alcohol Service
Assertive Outreach
CAB (Hope)
CAB (M/cr)
CAB (Prestwich Hospital)
Care Provider
Charging Assessment
Connexions
County Court
Credit Action
C.P.N.
Drug Team
DWP
Family Centre
Friend/Relative
HARP
HB/CTB/CT
Homeless/Housing Advice
Hospital Staff
Intermediate Care
Jewish Federation
Job Club
Job Shop
MH – Support Worker
MIND
MP
New Prospect
PD – Support Worker
River Valley Credit Union
Self
Sure Start
SW - Adults
SW – Children
SW – Child Disability
SW - Hospital
SW - LD
SW - MH
SW - PD
SW – PD (Carers)
Welfare Rights
Other
Total
L/t
1
2
0
0
1
1
1
3
0
0
1
7
1
1
1
12
1
0
2
1
1
0
1
0
2
1
1
22
1
2
145
1
6
1
1
1
0
6
5
0
6
Duty
2
1
3
1
0
2
1
0
1
1
0
1
0
0
0
12
0
1
4
0
0
1
0
1
0
0
0
27
0
0
189
2
2
2
0
0
1
5
1
2
17
Total
3
3
3
1
1
3
2
3
1
1
1
8
1
1
1
24
1
1
6
1
1
1
1
1
2
1
1
49
1
2
334
3
8
3
1
1
1
11
6
2
23
‘04/5
239
280
519
524
102
4
2
0
0
0
0
0
3
0
0
0
9
0
2
1
21
1
3
4
4
0
0
0
0
1
0
0
38
1
1
372
0
10
2
0
1
1
7
7
0
14
15
%
1%
1%
1%
0%
0%
1%
0%
1%
0%
0%
0%
2%
0%
0%
0%
5%
0%
0%
1%
0%
0%
0%
0%
0%
0%
0%
0%
9%
0%
0%
64%
1%
2%
1%
0%
0%
0%
2%
1%
0%
4%
Contact method
Court Rota
DAL
Direct contact
E-mail
Fax
Internal
Letter
Meeting
Personal Caller
Telephone
Total
PRIORITY
DEBTS
Council Tax
Electricity
Fines
Gas
Mortgage
Other
Rent
Secured Loan
TV Fines
Total
L/t
1
166
1
19
20
3
4
0
4
21
239
Duty
0
201
0
22
19
8
16
0
3
11
280
L/t
117
29
15
31
15
4
52
6
3
272
NON-PRIORITY
DEBTS
L/t
Bank (unsec.)
Bank overdraft
Catalogue
Credit Card
DWP o/payment
Family Friends
Finance Co. (unsec.)
HP/Credit Sale
Income Tax/NI
Money Lender
Mortgage s/f
Other
Pawnbroker
Social Fund (r/p)
Store Card
Telephone
VAT
Water
117
87
229
301
23
7
64
17
5
152
4
140
6
14
58
44
3
80
1,351
Total
Total Debt
Total
1
367
1
41
39
11
20
0
7
32
‘04/5
519
524
Duty
176
11
9
19
8
1
67
5
1
297
Duty
90
42
27
55
150
10
36
11
5
51
1
89
0
6
21
10
1
43
648
1
422
0
19
44
4
7
1
5
21
Total
293
40
24
50
23
5
119
11
4
569
Total
207
129
256
356
173
17
100
28
10
203
5
229
6
20
79
54
4
123
1,999
%
0%
71%
0%
8%
8%
2%
4%
0%
1%
6%
‘04/5
312
37
19
32
26
5
127
8
0
%
Priority
Debts
51%
7%
4%
9%
4%
1%
21%
2%
1%
566
‘04/5
195
116
275
504
49
13
130
24
4
177
99
90
9
9
87
60
1
105
%
Nonpriority
Debts
10%
6%
13%
18%
9%
1%
5%
1%
1%
10%
0%
11%
0%
1%
4%
3%
0%
6%
1,947
Number – 2,568
%
Total
Debts
11%
2%
1%
2%
1%
0%
5%
0%
0%
Amounts
L/t
Duty
Total
£74,329.81
£10,080.04
£4,490.00
£11,481.50
£193,305.23
£6,003.00
£64,517.63
£160,061.92
£435.00
£115,988
£3,943
£3,690
£8,147
£78,812
£3,000
£84,047
£109,524
£100
£190,317.81
£14,023.04
£8,180.00
£19,628.50
£272,117.23
£9,003.00
£148,564.63
£269,585.92
£535.00
22%
£931,955.13
%
Total
Debts
Amounts
8%
5%
10%
14%
7%
1%
4%
1%
0%
8%
0%
9%
0%
1%
3%
2%
0%
5%
78%
L/t
Duty
Total
£776,865.17
£120,710.01
£128,647.97
£627,983.51
£55,352.24
£2,950.00
£203,718.99
£91,382.83
£36,191.00
£86,699.11
£80,464.13
£146,508.30
£1,345.72
£4,380.31
£32,866.75
£7,997.48
£19,374.00
£63,803.78
£513,759
£48,926
£53,182
£27,039
£485,884
£25,700
£118,006
£37,897
£38,903
£23,964
£25,900
£210,746
0
£2,612
£11,314
£2,465
£1,200
£4,196
£1,290,624.17
£169,636.01
£181,829.97
£655,022.51
£541,236.24
£28,650.00
£321,724.99
£129,279.83
£75,094.00
£110,663.11
£106,364.13
£357,254.30
£1,345.72
£6,992.31
£44,180.75
£10,462.48
£20,574.00
£67,999.78
£4,118,934.30
Amount – £5,050,889.43
103
Benefit Issues
Council Tax Benefit
DLA (care)
DLA (mob)
Housing Benefit
Incapacity Benefit
Income Support
Total Issues
L/t
4
8
7
4
1
1
25
Duty
0
1
1
0
0
0
2
Total
4
9
8
4
1
1
27
%
15%
33%
30%
15%
4%
4%
Intervention Level
(Debt)
Advice
Negotiation
Court
Total interventions
Intervention Level
(Benefits)
Advice only
Claim
Total interventions
FINANCIAL GAINS
Gains
Weekly
Lump Sums
Debt written off
Total
L/t
£9,160.32
£204.69
£405,239.71
£414,604.72
Duty
0
0
£800.00
£800.00
Gains by ward
Barton
Boothstown & Ellenbrook
Broughton
Cadishead
Claremont
Eccles
Irlam
Irwell Riverside
Kersal
Langworthy
Little Hulton
Ordsall
Pendlebury
Swinton North
Swinton South
Walkden North
Walkden South
Weaste & Seedley
Winton
Worsley
Out of Area
L/t
£20,742.60
0
£15,309.20
£15,555.64
£5,500.00
£29,939.81
£3,641.37
£85.92
£3,061.65
£81,577.03
£78,664.73
0
£3,581.37
£4,516.18
£19,055.10
£26,657.41
0
£56,192.18
£50,524.53
0
0
Total
£414,604.72
Total
£9,160.32
£204.69
£406,039.71
£415,404.72
Duty
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
£800.00
0
0
0
0
0
£800.00
104
‘04/5
£39,515.32
£7,381.77
£693,187.13
£740,084.22
Total
£20,742.60
0
£15,309.20
£15,555.64
£5,500.00
£29,939.81
£3,641.37
£85.92
£3,061.65
£81,577.03
£78,664.73
0
£3,581.37
£4,516.18
£19,055.10
£27,457.41
0
£56,192.18
£50,524.53
0
0
£415,404.72
%
5%
0%
4%
4%
1%
7%
1%
0%
1%
20%
19%
0%
1%
1%
5%
7%
0%
14%
12%
0%
0%
L/t
Duty
Total
%
931
837
200
1,968
931
12
2
945
1,862
849
202
2,913
64%
29%
7%
L/t
Duty
Total
%
13
12
25
2
0
15
12
27
56%
44%
2
APPENDIX XIV
DEBT ADVICE CASEWORK – CLIENT SATISFACTION
Question
How satisfied were you with the Service?
How easy to understand was the advice
provided?
How knowledgeable did you find the
advisor?
How well did we keep you updated on your
case?
How well did we listen to you?
Would you recommend the Service to
others?
How easy was it to make your first
contact?
Was the result of your case as advised?
Reply
Very satisfied
Fairly satisfied
Undecided
Fairly dissatisfied
Very dissatisfied
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Very knowledgeable
Fairly knowledgeable
Undecided
Not very knowledgeable
Not at all knowledgeable
Very well
Fairly well
Undecided
Fairly poorly
Very poor
Very well
Fairly well
Undecided
Fairly poor
Very poor
Certain to
Likely to
Undecided
Unlikely to
Certain not to
Very easy
Fairly easy
Undecided
Fairly difficult
Very difficult
Better
Same
Worse
%
‘03-‘04
91%
5%
0%
0%
5%
91%
0%
9%
0%
0%
91%
0%
0%
0%
9%
91%
0%
0%
9%
0%
95%
0%
5%
0%
0%
86%
9%
0%
0%
5%
73%
23%
0%
0%
4%
85%
10%
5%
35%
105
%
%
‘04-‘05 ‘05-‘06
96%
96%
4%
4%
0%
0%
0%
0%
0%
0%
89%
92%
11%
8%
0%
0%
0%
0%
0%
0%
100%
100%
0%
0%
0%
0%
0%
0%
0%
0%
93%
96%
7%
0%
0%
4%
0%
0%
0%
0%
96%
100%
4%
0%
0%
0%
0%
0%
0%
0%
100%
96%
0%
4%
0%
0%
0%
0%
0%
0%
64%
75%
25%
13%
7%
4%
4%
4%
0%
4%
79%
79%
21%
21%
0%
0%
24 (28) clients
(33%) response
APPENDIX XV
RELATIVE NEEDS FORMULA - FIGURES
These are the amounts that result from increasing the numbers in receipt of the benefits
indicated. They are relevant for any new or protected claims successfully secured as a
result of intervention by the Service.
Likely duration
Outcome of case
New or protected claim for: Income Support; or
Claimant
Circumstance
1 year
2 years
3 years
£
£
£
£390
£1,182
£585
Age 60+
£195
£591
£1,773
Each dependent child
£467
£933
£1,400
Any
£266
£532
£798
Age 18 - 64
£526
£1,052
£1,578
Age 65+
£518
£1,037
£1,555
Any
£107
£213
£320
Age 18 - 64
 Income Based Job Seekers Allowance; or
 Pension Guarantee Credit


Job Seekers Allowance (any); or
NI Credits (signing unemployed)

DLA (care)
 Attendance Allowance; or
 DLA (care) 65+
 Incapacity Benefit
106
APPENDIX XVI
PUBLICITY MATERIAL
Welfare Rights Service
Debt Advice Service
Service Leaflets
Service Leaflets
 Welfare Rights Service
 Debt Advice Service
 Advice Service at Your Doctor’s Surgery or
Health Centre
 Linkworker Service (Urdu/Punjabi)
- English
- Urdu
- Punjabi
 Linkworker Service (Arabic)
- English
- Arabic
Leaflets
 Care Needs/Difficulty Getting Around –
DLA (Children)
 Care Needs/Difficulty Getting Around –
DLA (Adults)
 Caring for a Disabled Person?
 Challenging Decisions About Your Benefits
 Incapacity Benefit Checklist
 Permitted Work
Leaflets
 Administration Orders
 Bailiffs
 Mortgage Arrears
 Rent Arrears
 Hire Purchase Debt
 Court Fines
Cards – “Benefits for Disabled Children”
 Under 2 years
 3 - 4 Years
 5 - 15 Years
 16 Years +
Self-help Packs
 If You Pay a Mortgage
 If You Pay Rent
Benefits Rates
 New Benefits Rates (2005/6)
Booklets
 “Benefits! Where Do I Stand?”
A Guide To Moving Into Work for
People with Mental Health Problems
 “If you can work so can I”
A benefits guide to supporting adults
with learning difficulties into work
107
APPENDIX XVII
TALKS, MEDIA APPEARANCES & EVENTS
Talks (WR)
Group
Date
Salford East Adult Social Work Team (Linkworker Service)
26.5.05
Occupational Therapy Team (Linkworker service)
1.6.05
Housing Learning Network (Extra Care Sheltered Housing & Charging)
8.6.05
Claremont, Weaste & Seedley Neighbourhood Manager & CD Worker
(Linkworker Service)
23.6.05
Homelessness & Housing Advice Team (Debt Advice Service)
12.7.05
Eccles Neighbourhood Manager (Linkworker Service)
13.7.05
Health Improvement Team – Broughton (Linkworker Service)
17.8.05
Sure Start – Broughton (Linkworker Service)
1.9.05
Broughton Neighbourhood Manager (Linkworker Service)
1.9.05
Salford drug Service – Eccles (WRO – CJIT Service)
5.9.05
STEP (Work & Benefits)
6.9.05
Salford Drug Service – Haysbrook Centre (WRO – CJIT Service)
9.9.05
CJIT Team – STASH (WRO – CJIT Service)
12.9.05
Family Forum – LD (Carers Benefits)
14.9.05
CD Worker – Worsley/Boothstown (Linkworker Service)
16.9.05
Community Mental Health Team – Cleveland House (Linkworker Service)
19.9.05
Ordsall Neighbourhood Manager (Linkworker Service)
6.10.05
Home Start Volunteers (Welfare Rights Service)
14.10.05
Swinton Neighbourhood Manager (Linkworker Service)
8.11.05
Poplars – Residents and Families (Benefits for Tenants)
9.1.06
Salford Link Project Carers Forum (Linkworker Service)
20.1.06
Carers Centre (Linkworker Service)
1.2.06
Homelessness & Housing Advice Team (WRO – CJIT Service)
1.2.06
CJIT Team (Benefits & Drug Users)
6.2.06
Charging Assessment Team (WRO – CJIT Service)
8.2.06
STEP (Work & Benefits)
28.2.06
BME Carers Group (Linkworker Service)
2.3.06
SMART (Welfare Rights Service)
8.3.06
Health Improvement Team – Eccles (Linkworker Service)
27.3.06
Total number of talks
29
108
Events (WR)
Event
Date
Irlam Healthy Day (Irlam Youth Club)
27.4.05
Opportunities Convention (Chatsworth High School)
29.4.05
Opportunities for Living (Swinton Masonic Lodge)
12.5.05
Diversity Forum (St. Andrews School, Eccles)
17.5.05
Healthy Living Fair (Buile Hill)
2.6.05
SUGGEST Conference (Buile Hill)
8.6.05
Affordable Warmth Launch (Digital World, Salford Quaysl)
10.6.05
Opportunities Convention (Inscape School, Walkden)
12.6.05
Carers Day (Helmsley House)
15.6.06
DBC DLA Pilot Form Consultation Event (Albert Bridge House, M/cr)
9.9.05
Jobs Fair – Jobs IN Salford (Civic Centre)
13.9.05
Supporting People Strategy Launch (The Lowry)
5.10.05
Drugs Event with Minister – Paul Goggins (Salford University)
6.10.05
Social Care Awards (The Lowry)
14.10.05
Housing Advice Reception Opening (Crompton House)
18.10.05
STASH Inclusion Project Opening (Gloucester Street)
2.12.05
New Prospect Rent ‘Open Day’ (Pendleton Housing Office)
5.12.05
New Prospect Rent ‘Open Day’ (Blackfriars Housing Office)
5.12.05
New Prospect Rent ‘Open Day’ (Eccles Housing Office)
6.12.05
New Prospect Rent ‘Open Day’ (Civic Centre)
8.12.05
Mixed Positive BME Evening Event (Salford Museum & Art Gallery)
8.12.05
‘Working Together’ (Salford Museum & Art Gallery)
9.12.05
New Prospect Rent ‘Open Day’ (Walkden Housing Office)
9.12.05
Irlam Healthy Eating Event (Moorfield Primary School, Irlam
18.1.06
Mental Health Task Group (Brunswick House)
23.1.06
Older People Consultation Day (Buile Hill)
24.1.06
LinkAge Plus Pilot Event (London) – 2 days
31.1.06
Women Working Together (North Salford Youth Centre)
18.2.06
New Directions Partnership (Swinton Masonic Lodge)
23.2.06
Tribunal Users Group
24.3.06
Total number of events attended
30
Events (Debt)
Event
Date
DCA Seminar (London) – ran workshop
13.4.05
DCA Seminar (Leeds) – ran workshop
21.4.05
DCA Seminar (Birmingham) – ran workshop
27.4.05
Sp@ce Tenants Conference
31.5.05
Total number of events attended
4
109
APPENDIX XVIII
TRAINING DELIVERED
Participants
Topic
Date
People
Units
General staff & agencies
Introduction to Benefits
4.10.05
16
32
General staff & agencies
Tax Credits – The Basics
11.10.05
11
11
General staff & agencies
Benefits for People Incapable of Work
18.10.05
17
34
General staff & agencies
Benefits for Disabled People
1.11.05
16
32
General staff & agencies
Benefits & Moving Into Work
3.11.05
17
34
General staff & agencies
Benefits for Children
8.11.05
15
15
General staff & agencies
Credit Where Credit’s Due
10.11.05
8
8
General staff & agencies
Charging for Community Care Services
15.11.05
16
16
General staff & agencies
Benefits for People Aged 60+
17.11.05
17
17
General staff & agencies
Benefits for Carers
22.11.05
10
10
General staff & agencies
Benefits for Young People
29.11.05
12
12
General staff & agencies
Meeting the Cost of Residential Care
8.12.05
14
14
General staff & agencies
Introduction to Benefits
12.1.06
3
6
General staff & agencies
Debt Awareness
16.1.06
13
26
General staff & agencies
Tax Credits – The Basics
17.1.06
5
5
General staff & agencies
Benefits for Disabled People
24.1.06
13
26
General staff & agencies
Charging for Community Care Services
26.1.06
13
13
General staff & agencies
Benefits for People Aged 60+
2.2.06
9
9
General staff & agencies
Benefits for People Incapable of Work
7.2.06
10
20
General staff & agencies
Benefits for Carers
9.2.06
15
15
General staff & agencies
Appeals & Reconsiderations
14.2.06
11
11
General staff & agencies
Accessing the Social Fund
21.2.06
9
9
General staff & agencies
Introduction to Benefits
1.3.06
14
28
General staff & agencies
Backdating Benefits
2.3.06
6
6
General staff & agencies
Avoiding & Challenging Overpayments
20.3.06
5
10
IAS
Benefits & Moving Into Work
3.11.05
10
10
IAS
Benefits & Moving Into Work
22.2.06
10
10
New Directions
Independent Living Fund
1.3.06
10
10
Residence Order Allowances
4.7.05
15
15
General
Learning Difficulty
Children Services
Principal Managers
110
Drug Service
CJIT Team
Brief Introduction to Benefits
6.2.06
7
7
STASH
Brief Introduction to Benefits
13.2.06
6
6
Haysbrook Centre
Brief Introduction to Benefits
6.3.06
8
8
Sp@ce Housing Association
Introduction to Benefits
7.6.05
18
36
Sp@ce Housing Association
Debt Awareness
16.6.05
10
20
Contour Housing Association
Brief Introduction to Benefits
12.10.05
12
24
Contour Housing Association
Benefits for People Aged 60+
6.12.05
8
8
Contour Housing Association
Appeals & Reconsiderations
14.3.06
15
15
Benefits for People Aged 60+
26.5.05
12
12
Debt Awareness
31.1.06
13
26
Training Skills
21.9.05
13
13
Paediatricians
DLA for Children
15.4.05
10
10
District Nurses - Irlam
Benefits for Patients
24.5.05
5
5
District Nurses – Lower Broughton
Benefits for Patients
28.6.05
12
12
489
666
Housing Providers
Corporate Services
Salford Direct/HB/CTB staff
Private Sector
Financial Leasing Association
Internal (WR&DAS)
Welfare Rights Team
Health
Total
111
APPENDIX XIX
STAFF TRAINING RECEIVED
a) Service
Subject/Title
Organiser
Date
Cost
Staff
Internal (Child Protection)
Apr.‘05
0
5
Credit Awareness
Internal (DAS)
Apr.‘05
0
3
Benwebster - Overview
Internal (WRS)
Apr.’05
0
2
Internal (HR)
Apr.’05
0
4
Internal (Child Protection)
Apr.‘05
0
1
Internal (Training)
(4 days)
0
1
Apr.’05
£92.83
1
Apr.’05
£176.25
1
0
4
Apr.’05
£50.00
1
Child Protection Awareness
Equality & Diversity (General)
Child Protection Awareness
Springboard
Mindfields
How to Communicate More Effectively
(Manchester)
Mindfields
How to Deal With Bullying
(Manchester)
Business Administration (NVQ 2)
Tax Credits Workshop
DAMAR
Manchester Advice
(Manchester)
Apr.’05
Apr. ‘05
(12 months)
Cloudbreaker
Internal (IT)
Apr.’05
0
1
ECDL Module 6 (PowerPoint)
Internal (IT)
May ’05
0
2
ECDL Module 7 (Internet & E-mail)
Internal (IT)
May ‘05
0
1
Internal (C,H & SC)
May ‘05
0
1
Internal (HR)
May ‘05
0
6
Internal (Training)
May ‘05
0
3
Internal (RIS)
May ‘05
0
1
Merseyside Welfare Rights
May ’05
£85.00
1
Internal (RIS)
May ‘05
0
2
Manchester Advice
May ‘05
£50.00
1
0
1
Senior Admin. Officers Development
Equality & Diversity
Equality & Diversity (Managers)
Care First
DLA – Challenging Decisions
(Liverpool)
CareFirst
Time Management
(Manchester)
Internal (CAT)
May ‘05
Internal (HB/CTB)
Jun.’05
0
2
Internal (RIS)
Jun.’05
0
1
Realising Energy Efficient
Communities & Homes (REECH)
Jun.’05
0
1
Internal (IT)
Jun.’05
0
1
Internal (WR&DAS)
Jun.’05
0
6
Mindfields
Jun.’05
£176.25
1
Jun.’05
0
1
£180.00
1
Charging Assessment
Verification Training
CareFirst
Energy Efficiency
ECDL Module 6 (Power Point)
Admin. Development Day
Conflict, Confrontation & Disputes
Refugee Awareness
Basic Debt Advice
SX3
(Manchester)
Internal (RAPAR)
Manchester Advice
Jun.’05
(Manchester)
(6 weeks)
Internal (HB/CTB)
Jun.’05
0
1
Internal (HR)
Jun.’05
0
1
Internal (Adult Protection)
Jun.’05
0
1
Internal (C,H & SC)
Jun.’05
0
1
Internal (IT)
Jul.’05
0
1
Disciplinary Investigations
Adult Protection Development Day
POs Seminar – Health & Safety
(6 days)
ECDL Module 2 (Computer Usage)
112
DLA, Drugs, Alcohol & HIV
Induction
Money Advice Conference
Manchester Advice
(Manchester)
Internal (Training)
Money Advice Association
(Leeds)
Jul.’05
£50.00
1
Jul.’05
0
1
Jul.’05
£250.00
1
ECDL Module 7 (Internet & E-mail)
Internal (IT)
Aug.’05
0
1
Cloudbreaker
Internal (IT)
Aug.’05
0
1
0
1
HR Skill for Managers
Internal (Training)
Aug.’05
(21 weeks)
ECDL Module 3 (Word)
Internal (IT)
Sep.’05
0
1
Developing Sc.2/3 Role Competencies
Internal (HR)
Sep.’05
0
1
Legal Services Commission
Sep.’05
£35.00
1
Sep.’05
0
1
0
1
Judicial Review
ECDL Module 5 (Access)
Numeracy Skills
Induction
Training for Trainers
First Line Management
(Preston)
Internal (IT)
Worsley College
Sep.’05
(12 months)
Internal (Training)
Sep.’05
0
3
Internal (WR&DAS)
Sep.’05
0
13
0
1
Internal (Training)
Money Advice Association
Sep.’05
(10 weeks)
(Manchester)
Sep.’05
£40.00
1
Internal (C, H & SC)
Sep.’05
0
1
AKSAA Ltd.
Sep.’05
£111.63
1
Internal (WRS)
Oct.’05
0
2
Internal (Fire Service)
Oct.’05
0
1
Internal (HR)
Oct.’05
0
2
Internal (WRS)
Oct.’05
0
2
0
1
Oct.’05
0
1
Nov.’05
£140.00
1
Nov.’05
£90.00
1
Internal (WRS)
Nov.’05
0
1
Internal (IT)
Nov.’05
0
1
Internal (E-learning)
Nov.’05
0
6
Internal (WRS)
Nov.’05
0
2
Internal (IT)
Nov.’05
0
5
Charging for Community Care Services
Internal (WRS)
Nov.’05
0
2
Benefits for Carers
Internal (WRS)
Nov.’05
0
1
Commissioner Oral Hearing
Internal (WRS)
Nov.’05
0
1
Internal (IT)
Nov.’05
0
1
Internal (DAS)
Nov.’05
0
4
Manchester Advice
Nov.’05
0
2
Mortgage Regulation
POs Seminar – Investors in People
Islam Cultural Awareness
Tax Credits – The Basics
Fire Search Officer Training
Equality & Diversity
Benefits for People Incapable of Work
NVQ 4 (Management)
Bankruptcy Restriction Orders
Tax Credits - Compliance
Tax Credits - Overpayments
Benefits for Children
Outlook
Data Protection
Benefits for People Aged 60+
CareFirst
ECDL Module 5 (Access)
Credit Where Credit’s Due
Introduction to Benefits & Mental Health
(Manchester)
Internal (HR - McKechnies)
Pay Plan
(Sheffield)
CPAG
(London)
CPAG
(London)
(Manchester)
113
Oct.’05
(12 months)
Benefits & Mental Health
SX3 - View
Money Advice Liaison
POs Seminar – Balanced Scorecards
SX3 - View
Unenforceable Agreements
Manchester Advice
Nov.’05
0
2
Internal (HB/CTB)
Nov.’05
0
1
Money Advice Liaison Group
Nov.’05
£150.00
2
Internal (C,H & SC)
Nov.’05
0
1
Internal (HB/CTB)
Nov.’05
0
1
NW Money Advice Group
Nov.’05
0
1
Internal (IT)
Dec.’05
0
1
Internal (HB/CTB)
Dec.’05
0
1
Internal (RIS)
Dec.’05
0
10
Internal (WRS)
Dec.’05
0
1
IRRV
Dec.’05
£170.38
1
Dec.’05
0
1
Internal (Drugs Service)
Jan.’06
0
1
Internal (E-learning)
Jan.’06
0
1
0
2
0
1
£1,000.00
2
(Manchester)
(London)
(Manchester)
ECDL Module 3 (Word)
SX3
CareFirst – new features
Paying for Residential Care
Social Inclusion
Charging Orders
Drugs Awareness
Data Protection
(London)
NW Money Advice Group
(Manchester)
Business Administration (NVQ 3)
Pendleton College
Mediation
Internal (Training)
Jan.’06
(12 months)
Jan.’06
Manchester Advice
Jan.’06
(Manchester)
(10 days)
ECDL Module 1 (Basic)
Internal (IT)
Jan.’06
0
1
ECDL Module 6 (PowerPoint)
Internal (IT)
Jan.’06
0
1
£500.00
1
Benefits, Appeals & Representation
Manchester Advice
Jan.’06
(Manchester)
(10 days)
Salford PCT
Feb.’06
0
1
Lancs. Welfare Rights/CPAG
Feb.’06
£100.00
2
Internal (H&S)
Feb.’06
0
1
Internal (Training)
Feb.’06
0
1
Accessing the Social Fund
Internal (WRS)
Feb.’06
0
2
Appeals and Reconsiderations
Internal (WRS)
Feb.’06
0
2
Equality & Diversity (General)
Internal (HR)
Feb.’06
0
7
Developing Sc.4 Role Competencies
Internal (HR)
Feb.’06
0
1
Internal (Training – E-learning)
Feb.’06
0
1
Internal (DAS)
Feb.’06
0
1
Feb.06
0
2
Housing Services
Feb.’06
0
1
ILF
Mar.’06
0
1
Mindfields
Mar.’06
£176.25
1
Internal (E-learning)
Mar.’06
0
1
Equality & Diversity
Internal (HR)
Mar.’06
0
3
Backdating Benefits
Internal (WRS)
Mar.’06
0
1
Introduction to Benefits
First Aid
Tax Credits Compliance
(Preston)
Lifting & Handling
Major Incident
Induction
Basic Debt Awareness
Internal (WRS)
Appeals Observation
Home Improvement Agency
(Manchester)
Independent Living Fund
How to De-stress Your Organisation &
Building Effective Teams
Induction
(Manchester)
114
Jewish Cultural Awareness
First Aid
ECDL Module 4 (Excel) - exam
Bankruptcy & Emerging Issues for Money
Advisers
ECDL Module 1 (Basic)
Managers Residential
Link Training Partnership
Mar.’06
£150.00
2
CVS
Mar.’06
£35.00
1
Internal (IT)
Mar.’06
0
1
Mar.’06
£45.00
1
Internal (IT)
Mar.’06
0
1
Internal (C,H&SC)
Mar.’06
(Haydock)
(2 days)
0
1
£3,853.59
199
Money Advice Association
(Manchester)
Total Cost/Places
115
b) Training by Section
Welfare Rights Officers/Assistants
Subject/Title
Organiser
Date
Cost
Staff
Internal (Child Protection)
Apr.‘05
0
3
Internal (DAS)
Apr.‘05
0
3
Internal (IT)
May ’05
0
1
Internal (IT)
Merseyside Welfare Rights
May ‘05
0
1
May ’05
£85.00
1
Internal (RIS)
May ‘05
0
1
Internal (HB/CTB)
Jun.’05
0
2
Internal (RIS)
Jun.’05
0
1
ECDL Module 2 (Computer Usage)
Internal (IT)
Jul.’05
0
1
ECDL Module 7 (Internet & E-mail)
Internal (IT)
Aug.’05
0
1
ECDL Module 3 (Word)
Internal (IT)
Sep.’05
0
1
Legal Services Commission
Sep.’05
£35.00
1
Internal (Training)
Sep.’05
0
2
Internal (WR&DAS)
Sep.’05
0
9
Internal (WRS)
Oct.’05
0
1
Internal (Fire Service)
Oct.’05
0
1
CPAG
Nov.’05
£140.00
1
Nov.’05
£90.00
1
Internal (E-learning)
Nov.’05
0
1
Internal (WRS)
Nov.’05
0
1
Internal (IT)
Nov.’05
0
1
Charging for Community Care Services
Internal (WRS)
Nov.’05
0
1
Benefits for Carers
Internal (WRS)
Nov.’05
0
1
Internal (IT)
Dec.’05
0
1
Internal (HB/CTB)
Dec.’05
0
1
Internal (Drugs Service)
Jan.’06
0
1
Internal (E-learning)
Jan.’06
0
1
Salford PCT
Feb.’06
0
1
Lancs. Welfare Rights/CPAG
Feb.’06
£50.00
1
Child Protection Awareness
Credit Awareness
ECDL Module 6 (PowerPoint)
ECDL Module 7 (Internet & E-mail)
DLA – Challenging Decisions
CareFirst
Verification Training
CareFirst
Judicial Review
Induction
Training for Trainers
Tax Credits – The Basics
Fire Search Officer Training
Tax Credits - Compliance
Tax Credits - Overpayments
Data Protection
Benefits for People Aged 60+
CareFirst
ECDL Module 3 (Word)
SX3
Drugs Awareness
Data Protection
First Aid
Tax Credits Compliance
(Liverpool)
(Preston)
(London)
CPAG
(London)
(Preston)
Accessing the Social Fund
Internal (WRS)
Feb.’06
0
1
Appeals and Reconsiderations
Internal (WRS)
Feb.’06
0
1
ILF
Mar.’06
0
1
Internal (WRS)
Mar.’06
0
1
Link Training Partnership
Mar.’06
£150.00
2
£550.00
49
Independent Living Fund
Backdating Benefits
Jewish Cultural Awareness
Total Cost/Places
116
Welfare Rights Linkworkers
Subject/Title
Benwebster - Overview
Equality & Diversity
Child Protection Awareness
Tax Credits Workshop
Energy Efficiency
Refugee Awareness
Organiser
Date
Cost
Staff
Internal (WRS)
Apr.’05
0
1
Internal (HR)
Apr.’05
0
1
Internal (Child Protection)
Apr.‘05
0
1
Manchester Advice
Apr.’05
£50.00
1
Realising Energy Efficient
Communities & Homes (REECH)
Jun.’05
0
1
Internal (RAPAR)
Jun.’05
0
1
£180.00
1
(Manchester)
Manchester Advice
Jun.’05
(Manchester)
(6 weeks)
Training for Trainers
Internal (WR&DAS)
Sep.’05
0
1
Equality & Diversity
Internal (HR)
Oct.’05
0
1
Internal (WRS)
Nov.’05
0
1
Internal (E-learning)
Nov.’05
0
1
Internal (RIS)
Dec.’05
0
1
Lancs. Welfare Rights/CPAG
Feb.’06
£50.00
1
Basic Debt Advice
Commissioner Oral Hearing
Data Protection
CareFirst
Tax Credits Compliance
(Preston)
Equality & Diversity
Internal (HR)
Feb.’06
0
1
Equality & Diversity
Internal (HR)
Mar.’06
0
1
£280.00
15
Total Cost/Places
Welfare Rights Advisers
Subject/Title
Benwebster Overview
Equality & Diversity
SX3
DLA, Drugs, Alcohol & HIV
Organiser
Date
Cost
Staff
Internal (WRS)
Apr.’05
0
1
Internal (HR)
Apr.’05
0
1
Internal (HB/CTB)
Jun.’05
0
1
Manchester Advice
Jul.’05
£50.00
1
(Manchester)
Training for Trainers
Internal (WR&DAS)
Sep.’05
0
1
Equality & Diversity
Internal (HR)
Oct.’05
0
1
ECDL Module 5 (Access)
Internal (IT)
Nov.’05
0
1
Internal (E-learning)
Nov.’05
0
3
£500.00
1
Data Protection
Manchester Advice
Jan.’06
(Manchester)
(10 days)
ECDL Module 1 (Basic)
Internal (IT)
Jan.’06
0
1
ECDL Module 6 (PowerPoint)
Internal (IT)
Jan.’06
0
1
Internal (Training – E-learning)
Feb.’06
0
1
Basic Debt Awareness
Internal (DAS)
Feb.’06
0
1
Accessing the Social Fund
Internal (WRS)
Feb.’06
0
1
Appeals & Reconsiderations
Internal (WRS)
Internal (HR)
Feb.’06
0
1
Feb.’06
0
2
Feb.06
0
2
£550.00
21
Benefits, Appeals & Representation
Induction
Equality & Diversity
Appeals Observation
Internal (WRS)
(Manchester)
Total Cost/Places
117
Charging Assessor Team
Subject/Title
Time Management
Organiser
Date
Cost
Staff
Manchester Advice
May ‘05
£50.00
1
0
1
0
1
0
1
0
1
(Manchester)
CareFirst
Internal (RIS)
May ‘05
Charging Assessment
Internal (CAT)
May ‘05
Induction
Internal (Training)
Jul.’05
First Line Management
Internal (Training)
Training Skills Workshop
Sep.’05
0
1
Internal (WRS)
Oct.’05
0
2
Internal (E-learning)
Nov.’05
0
1
Internal (DAS)
Nov.’05
0
4
Manchester Advice
Nov.’05
0
2
Nov.’05
0
2
Internal (RIS)
Dec.’05
0
5
Internal (WRS)
Dec.’05
0
1
£500.00
1
£500.00
1
Credit Where Credit’s Due
Introduction to Benefits & Mental Health
Benefits & Mental Health
(Manchester)
Manchester Advice
(Manchester)
CareFirst
Paying for Residential Care
Benefit Appeals & Representation
Introduction to Benefits
Sep.’05
(10 weeks)
Internal (WR&DAS)
Benefits for People Incapable of Work
Data Protection
(6 days)
Manchester Advice
Jan.’06
(Manchester)
(10 days)
Manchester Advice
Jan.’06
(Manchester)
(10 days)
CVS
Mar.’06
£35.00
1
Internal (IT)
Mar.’06
0
1
£1,085.00
27
Date
Cost
Staff
Jul.’05
£250.00
1
(Manchester)
Sep.’05
£40.00
1
Internal (HB/CTB)
Nov.’05
0
1
Money Advice Liaison Group
Nov.’05
£150.00
2
Dec.’05
£170.38
1
Mar.’06
£45.00
1
£655.38
7
First Aid
ECDL Module 4 (Excel) - exam
Total Cost/Places
Debt Advisers
Subject/Title
Money Advice Conference
Mortgage Regulation
SX3 - View
Money Advice Liaison
Organiser
Money Advice Association
(Leeds)
Money Advice Association
(London)
IRRV
Social Inclusion
Bankruptcy & Emerging Issues for Money
Advisers
(London)
Money Advice Association
(Leeds)
Total Cost/Places
118
Management Team
Subject/Title
Organiser
Date
Cost
Staff
Internal (IT)
Apr.’05
0
1
Internal (Training)
Apr.‘05
0
2
Internal (Child Protection)
Apr.’05
0
1
Internal (C,H & SC)
May ‘05
0
1
Equality & Diversity (Managers)
Internal (Training)
May ‘05
0
3
Equality & Diversity (General)
Internal (Training)
May‘05
0
1
Internal (Adult Protection)
Jun.’05
0
1
Internal (C,H & SC)
Jun.’05
0
1
Disciplinary Investigations
Internal (HR)
Jun.’05
0
1
Cloudbreaker
Internal (IT)
Aug.’05
0
1
0
1
Cloudbreaker
Equality & Diversity (General)
Child Protection Awareness
Senior Admin. Officers Development
Adult Protection Development Day
POs Seminar – Health & Safety
HR Skill for Managers
POs Seminar – Investors in People
Aug.’05
Internal (Training)
(21 weeks)
Internal (C, H & SC)
Sep.’05
0
1
Internal (HR)
Sep.’05
0
1
Internal (WR&DAS)
Sep.’05
0
1
AKSAA Ltd.
Sep.’05
£111.63
1
0
1
Oct.’05
0
1
Internal (C,H & SC)
Nov.’05
0
1
Care First
Internal (RIS)
Nov.’05
0
1
SX3 - View
Internal (HB/CTB)
Nov.’05
0
1
Nov.’05
0
1
Internal (RIS)
Dec.’05
0
2
NW Money Advice Group
Dec.’05
0
1
Internal (HR)
Feb.’06
0
1
Housing Services
Feb.’06
0
1
Internal (IT)
Mar.’06
0
1
Internal (C,H&SC)
Mar.’06
(Haydock)
(2 days)
0
1
£111.63
31
Developing Sc.2/3 Role Competencies
Training Skills Workshop
Islam Cultural Awareness
NVQ 4 (Management)
Bankruptcy Restriction Orders
POs Seminar – Balanced Scorecards
Unenforceable Agreements
CareFirst – new features
Charging Orders
Developing Sc.4 Role Competencies
Home Improvement Agency
ECDL Module 1 (Basic)
Managers Residential
(Manchester)
Internal (HR - McKechnies)
Pay Plan
(Sheffield)
NW Money Advice Group
(Manchester)
(Manchester)
Oct.’05
(12 months)
Total Cost/Places
119
Support Team
Subject/Title
Organiser
Springboard
Date
Mindfields
Mindfields
(Manchester)
Business Administration (NVQ 2)
0
1
Apr.’05
£92.83
1
Apr.’05
£176.25
1
0
4
(4 days)
(Manchester)
How to Deal With Bullying
Staff
Apr.’05
Internal (Training)
How to Communicate More Effectively
Cost
Apr. ‘05
DAMAR
(12 months)
Equality & Diversity
Internal (HR)
May ‘05
0
5
ECDL Module 6 (Power Point)
Inrternal (IT)
May ‘05
0
1
Care First
Internal (RIS)
May ‘05
0
1
Internal (IT)
Jun.’05
0
1
Internal (WR&DAS)
Jun.’05
0
6
Mindfields
Jun.’05
£176.25
1
Internal (Training)
Sep.’05
0
1
Internal (IT)
Sep.’05
0
1
0
1
ECDL Module 6 (Power Point)
Admin. Development Day
Conflict, Confrontation & Disputes
(Manchester)
Induction
ECDL Module 5 (Access)
Numeracy Skills
Sep.’05
Worsley College
Tax Credits – The Basics
(12 months)
Internal (WRS)
Oct.’05
0
1
Internal (RIS)
Nov.’05
0
3
Benefits for Children
Internal (WRS)
Nov.’05
0
1
Charging for Community Care Services
Internal (WRS)
Nov.’05
0
1
Benefits for People Aged 60+
Internal (WRS)
Nov.’05
0
1
Internal (IT)
Nov.’05
0
1
Internal (RIS)
Dec.’05
0
2
Internal (WRS)
Jan.’05
0
1
0
2
Care First
Outlook
Care First
Introduction to Benefits
Jan.’06
Business Administration (NVQ 3)
Pendleton College
Mediation
Internal (Training)
Jan.’06
0
1
Internal (H&S)
Feb.’06
0
1
Internal (HR)
Feb.’06
0
4
Internal (Training)
Feb.’06
0
1
Mindfields
Mar.’06
£176.25
1
Internal (E-learning)
Mar.’06
0
1
Internal (HR)
Mar.’06
0
2
£621.58
49
Lifting & Handling
Equality & Diversity
Major Incident
How to De-stress Your Organisation &
Building Effective Teams
(12 months)
(Manchester)
Induction
Equality & Diversity
Total Cost/Places
Staff in section
WROs &
WRAss
16
L/workers
WRAs
CAs
DAs
M/ment
Support
2
5
7
2
5
9
Total/
Average
46
Training places
49
15
21
27
7
31
49
199
Ratio
3.1
7.5
4.2
3.9
3.5
6.2
5.4
4.3
Investment
£550
£280
£550
£1,085
£655.38
£111.63
£621.58
£3,853.59
Per head
£34
£140
£110
£155
£327.69
£22.33
£60.06
£83.77
120
121