Innovative solutions that work
We have a range of service delivery models and offer a number of different partnership options to meet your priorities.
Whether it’s a fully managed service, short-term access to additional capacity and resilience, or working alongside your in-house teams, our housing benefit and council tax support services offer a combination of value for money, best practice processes, online solutions and highly skilled people.
Working alongside your organisation
If you want to deliver an outcome, but with a shorter term and flexible arrangement, we can deploy key talent and resources from within Capita to work with you as part of an integrated team. Here we don’t run your operation, or service, but help you to drive changes and to implement ways of working that will improve the way you work. We’re flexible around the commercial arrangements too; we often operate on a contingency model, with our fees based on our clients’ success – and can offer guarantees around delivering those outcome
Digital housing benefit services and process redesign
By combining effective digital software, supported by new processes and customer engagement, we can also help you run a successful digital housing benefit service that lowers both costs and demand-related customer enquiries.
- integrated software, citizen portals, self-checks and automated processes – enabling you to offer a digital service, available via the web or mobile, and be more in tune with the way residents live their lives
- new customer contract processes – to maximise the use of more cost-effective channels, such as websites, online forms, email and more effective IVR technology
- customer communications – including local marketing campaigns to increase uptake of the online service and give additional support to vulnerable customers
- digital service design – working alongside your customer services teams to evaluate your digital maturity and make recommendations to improve your processes, implement technology or maximise online uptake.
We can also provide a fully managed service
Our fully-managed benefits service gives you straightforward access to the wide range of resources and services we can provide. They are relatively quick and simple to set up. The employees involved either transfer their employment to us under TUPE terms; or are seconded to us for the duration of the contract.
We are one of the UK’s most experienced companies in this kind of arrangement – some 70% of our employees have transferred under a service agreement.
We helped the London Borough of Bexley achieve its fastest ever processing time of housing benefit claims and changes of circumstances.