Review its auto-generated benefit decision notices to ensure that they clearly identify the nature and specific details of the decision they are intended to advise a claimant about; andProvide guidance to staff to consider whether or not claims should be flagged as vulnerable where there is knowledge or evidence that a claimant has required support in the past.

The Council has agreed to, by training or other means, remind staff of the importance of allocating and dealing with claimants’ applications in a timely manner.•review and ensure the Council’s correspondence to claimants is clear and not contradictory. For example, clearly communicate with claimants that the Council does not produce/issue revised bills and/or statements for council tax accounts that are in credit.