LOCAL tax collectors should help people with benefit claim forms to avoid delays in payments.

That's the verdict of independent inspectors, who have given Bury Council's revenues and benefits department a "one star" rating.

The mark, on a scale of zero to three stars, means that the service is "fair" but uncertain to improve.

However, the Audit Commission says that customers are generally satisfied with the service and find staff to be helpful and approachable.

Inspectors praise the way the department consults, noting that satisfaction rates are between 75 and 80 per cent, and that people say that making contact with the service is good.

Negative aspects included the lack of a business plan and clear customer service standards, inconsistency across area offices, and little attempt to find out why so many benefit claim forms are filled in incorrectly.

The Commission makes several recommendations: it should improve its information to customers, and in other formats and languages; ensure that all staff provide a consistent service and make sure customers complete benefit claim forms correctly; and look at how benefits and housing services officers can work more closely to provide an efficient and integrated service.

Mr Brian Stevenson, commissioning inspector, said: "Customers show a reasonable level of satisfaction with the service, but there is more to be done and the council needs to develop clear short and long-term aims for the service, and some challenging performance targets.

"Staff appraisal and development systems must also be developed to ensure planned improvements can be delivered. There is a clear impetus for change, but much of the work that needs to be done is still at an early stage."