Search our website
You are here: Home Page  >  Your services  >  Direct Services  >  Direct Service Standards

 

Service Standards

 

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 as appropriate.

 

Aim 3: To provide value for money for customers and taxpayers by focusing our services around customers needs.

 

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 notification;

To deal with appeals within 4 weeks of receipt;

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 Debit

 

Performance indicators 2015/16

 

We aim to work with our partners, including:

 

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 take-up;

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 Tracey Richards:-

 

Tracey Richards

Revenues and Benefits Manager

Telephone: (01902) 696622

Email: t.richards@sstaffs.gov.uk

 

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.

 

 

 

Rate this pageRate this page - 1 / 5Rate this page - 2 / 5Rate this page - 3 / 5Rate this page - 4 / 5Rate this page - 5 / 5
Browse services
A-Z of services
A B C D E F G
H I J K L M N
O P Q R S T U
V W X Y Z
accreditations | South Staffordshire Council 2012 | Privacy policy and Cookies
South Staffordshire Goodlife Website MyPlaceMySay Website Staffordshire Prepared website i54 information website DirectGov