Customer Charter

The Council recognises the importance of you as a customer and we are committed to providing you with the best possible service.

Our Customer Charter tells you:

• About the services we provide

• What you can expect from us

• What we expect from you

• What to do if something goes wrong

• How to contact us
  

The Services we provide:

The Revenues and Benefits Services include Council Tax billing and administration, National Non-Domestic Rates and collection of payments.

The Council Is committed to delivering a service of the highest quality. We cannot do this without your commitment as well. The following information sets out what service we will provide to you and what we need and expect in return.

What you can expect from us:

• We will treat you as an individual by offering you a quality of service that seeks to meet your needs.

• We will deal with you fairly and in a helpful, polite and friendly way.

• We will apologise and put things right quickly if we make a mistake.

When you write or e-mail us:

• We will aim to reply to you promptly but in any event within 10 working days;

• We will write to you in plain clear language;

• We will answer all your questions and tell you who to contact if you need more information;

When you write or e-mail us:

• We will aim to reply to you promptly but in any event within 10 working days;

• We will write to you in plain clear language;

• We will answer all your questions and tell you who to contact if you need more information;

When you come to see us:

• We will see you within 15 minutes of your arrival;

• All our staff will wear name badges;

• If you have private or confidential information to discuss we will offer you a private interview room, if one is available, or an appointment at another time;

• If we cannot answer your query when you visit us, we will tell you when we have the information you need.

When we visit you:

• Our Visiting Officer(s) will carry identification from the Council;

• The Visiting Officer will tell you who you can telephone if you want to confirm their identity;

• If we have made an appointment to see you, we will visit you within 15 minutes of the time arranged or phone you if we are going to be late;

If you need special help:

• We can arrange a home visit if you have a disability or any other special needs which mean you are unable to visit the Council offices;

• We can arrange for an interpreter. You should try to let us know in advance so that we can ensure someone is available at the time of your visit;

• We can arrange for forms, leaflets or letters to be provided in Braille, large print, audio tape, or in your own language;

• We have a minicom service for people with hearing difficulties.

• We have wheelchair access.
  

The Benefit Service will:

• Tell you how to claim and keep your claim up to date;

• Acknowledge your claim within 2 working days;

• Return any documents you send to us within 4 days;

• Use the information given to us only as the law permits;

• Assess your claim within 14 days of receiving all the correct information and supporting documents;

• Help you understand how your benefit has been worked out;

• Tell you how to appeal if you disagree with our decision;

• Take appropriate action to stop fraudulent claims;

• Recover overpayments of benefit fairly and sympathetically;

• Visit you within 10 days if you request a home visit.

The Revenue Service will:

• Send bills and letters that are clear and accurate;

• Give you a choice of payment options;

• Aim to give at least 14 days notice of instalments;

• Make special payment arrangements if you have a problem paying your account;

• Take prompt action to recover overdue Council Tax and Business rates.
  

What we expect from you:

Apply the same standards of behaviour towards our staff and other customers that you expect from us, and that you –

• Provide all the necessary proof and information required to calculate your benefit entitlement, or Council Tax discounts;

• Tell us promptly about any changes in your personal circumstances or your property that may effect your benefit or Council Tax;

• Ensure that your payments reach us by the date they are due;

• Pay back any overpayments that are deemed to be recoverable;

• Contact us immediately if you are having difficulty in making payments;

• Respond to our letters promptly and provide your account number whenever you contact us;

• Be polite and courteous to us (abusive language or behaviour towards our staff will not be tolerated).

What to do if something goes wrong

If you want to complain about the service or if there is something we have failed to do please let us know immediately.

We treat all complaints seriously and will look in detail at what has happened. This will give us a chance to put things right and improve how we do things in the future.

In the first instance please talk to the member(s) of staff who has been dealing with your case and bring the problem to their attention.

If you are still not satisfied you can complain to the Revenues and Benefits Manager (and thereafter the complaint officer for the Council).

A formal complaint can be made in person, please make an appointment.

You can obtain a copy of our complaints leaflet which advises on the procedures to be followed.