Revenues and Benefits teams nominated for IRRV Performance Awards

Delivering impact for councils and residents

Revenues and Benefits services play an important role in people’s lives. Residents need clear information, prompt decisions, and sensitive support. Councils rely on resilient services that protect income, maintain control, and respond to local priorities.

The shortlisted teams deliver both.

Our Benefits team administers Housing Benefit and Council Tax Support for nine local authorities. In 2025/26, Housing Benefit new claims are processed in an average of 13 days, compared with a typical national average of 21 days. Changes in circumstances are processed in an average of four days, compared with the expected national average of seven days.

Across two authorities with challenging local contexts, our Council Tax team has delivered strong results. Over five years, the team collected £9.3m more than expected, while maintaining a resident-focused approach to fair recovery, digital access, and support for vulnerable residents.

The nominations also reflect the strong partnerships we have built with local authorities, helping them achieve their priorities while maintaining high standards of resident service.

Faster and consistent Benefits services

Our Benefits team operates as a single integrated shared service, bringing together common standards, cross-authority collaboration, and a strong focus on continuous improvement.

This approach allows the team to balance workloads, respond to changing demand and maintain service quality across different councils and resident groups.

The team’s work is strengthened by our Going Digital and Service Automation programmes. These reduce repetitive administration, improve efficiency and free up time for complex cases where residents need extra assistance.

Fair and effective Council Tax services

The Revenues Team of the Year nomination recognises our East Lancashire Council Tax hub, which works closely with Burnley and Pendle Borough Councils. Both have significant socio-economic challenges, making accurate billing, effective recovery, and early resident engagement essential.

The team combines local understanding with shared expertise. Together, colleagues bring 215 years of experience in Revenues and Benefits, providing a resilient and dependable service.

This partnership-led model enables the team to flex resources, share learning and apply common processes across both councils. It creates a balanced approach to recovery, where protecting income sits alongside fairness, sensitivity, and practical help for residents.

Recognition from the IRRV Performance Awards