We aim to provide:
Aim 1: To provide a high
quality, customer focused service that pays the right benefits,
discounts and reliefs to the right people at the right time.
Aim 2: To collect Council Tax, Business
Rates and Housing Benefits Overpayment effectively, maximising
income to the Council and minimising the customer's level of debt
Aim 3: To provide value for money
for customers and taxpayers by focusing our services around
Aim 4: To ensure that the service we
deliver meets the needs of customers and stakeholders by
undertaking regular liaison and consultation.
Aim 5: To reduce fraud and error in the system
by increasing the number of customers who understand what is
expected from them, and what they can expect from us.
Aim 6: To have well-trained and
knowledgeable staff, able to provide and efficient and professional
service to the Council and its customers.
Our Targets are:
Assess all new claims within 10 days from
receipt of claim form;
Assess 96% of all new claims within 14 days of
all information received;
Action all changes within 6 days of
To deal with appeals within 4 weeks of
To collect 98.4% of Council Tax within the
year it becomes due;
To collect 98.4% of Business Rates within the
year it becomes due;
To increase the % of payers paying by Direct
We aim to work with our partners,
Department of Work and Pensions and Job Centre
Plus to ensure that information is transferred and used
appropriately to the advantage of the customer;
External fraud officers where joint
investigations are required in fraud cases;
External agencies who already have close links
in our area to ensure that our services are promoted to encourage
Registered Social Landlords and other Council
Service areas to minimise the duplication of effort of our
customers in applying for benefits.
If you feel you have received a good service
we would be pleased to hear from you. However, if you are not
happy with the service you have been provided, please contact
Revenues and Benefits Manager
Telephone: (01902) 696622
After contacting us if you still feel that
your enquiry has not been dealt with appropriately and wish to make
a formal complaint, please click on this link Complaints about the Council.