Case Study: Luton Borough Council halves housing benefit processing times and clears a 4,000‑item backlog with Civica OnDemand (Civica)

A more efficient housing benefit service at Luton Borough Council

Luton Borough Council faced a backlog of around 4,000 housing benefit assessments after vacancies and recruitment challenges ahead of the Universal Credit rollout. To avoid costly temporary hires and clear the work quickly, the council engaged Civica’s OnDemand service.

Civica OnDemand supplied skilled contractors who cleared the 4,000‑item backlog within 12 weeks, halved processing times (new claims to 20.6 days and changes to 8.9 days), and freed capacity for increased automation, online self‑service and staff training. Luton retained flexible Civica support (typically 4–7 staff), trusted the team with discretionary payments, and earned the IRRV “Most Improved Team of the Year” award.

Luton Borough Council

Clive Jones

Revenues and Benefits Manager