A BACKLOG of council tax and housing benefit claims has built up in Burnley, with nearly 1,200 requests outstanding, councillors were told.

And town hall staffs processing the claims have found themselves in a catch 22 situation, unable to clear the backlog because they are constantly interrupted by callers wanting to know why they have not received their allowances.

"It is a vicious circle," benefits manager Robert Astbury told the finance committee.

"The outstanding work is generating more calls from the public and the problem is that staff are spending g so much time on the phone.

"Staff can be tied up for 10 to 15 minutes getting answers for each inquiry."

He said staff were processing 210 claims each week but had to step this up to 350 a week to clear the backlog by March 31.

Now councillors have ordered a shut-down on direct telephone inquiries for two hours a day to allow staff to get on with their work.

Callers will be told by a receptionist to ring back later when direct lines reopen.

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