Customer Service Standards

We aim to provide an effective and efficient service that we would be happy to receive ourselves by:

sending accurate bills and giving accurate and clear responses to all communications.
supplying advice regarding the legal provisions of Council Tax.
dealing with complaints at the point of contact where possible, or providing a complaints and compliments form.
keeping to our standards, being accountable and monitoring the quality of service provided.
regularly consulting with our customers and reviewing the service we provide.
publishing details of how we perform against our standards and give reasons if they are not met.
treating our customers in a polite and courteous manner and being helpful and patient, even in difficult situations.
apologising if we make a mistake and putting the matter right as quickly as possible.
always seeking value for money in providing our service.
not disclosing personal information held in our systems, in accordance with the provisions of the Data Protection Legislation.
providing a range of payment options for our customers' convenience.
advising our customers of appropriate contacts and services as required.
providing an interpreter for speakers of Punjabi, Hindi and Urdu if requested. Other language requirements will be arranged through the 'National Interpreting Service'.
providing a sign language interpreter (by prior appointment).
providing information on Council Tax on the Local Taxes section of the Council's website.
publicising improvements to the service, changes in legislation and new facilities.
maintaining and improving the Charter Mark standard.
maintaining and improving the Investor in People standard.

Our Standards Of Service

We will reply to 80% of letters within 7 days and the remainder within 14 days. Our letters will be polite and in plain English.
During normal office hours, we will answer all telephone calls within six rings, provide our names and return your call if necessary.
We will reduce the percentage of abandoned telephone calls to below 3%.
Waiting times at the council tax and business rates enquiry counter will generally not exceed 5 minutes.
We will provide reception and confidential interview facilities for personal enquiries during office opening times.
We will issue refunds within 21 days of request.
Following a notification of a Council Tax band change being received from the Valuation Office, in 80% of cases a revised bill will be sent within 14 days and the remainder within 28 days.
We will make advance appointments for personal interviews and property inspections, when necessary, within 3 working days of request.
We will send a revised Council Tax bill within 10 days of being advised about anything that changes an amount due, other than Council Tax Benefit or a valuation change.
All complaints will be acknowledged within 7 days, confirming the name and telephone number of the person investigating the complaint. A full reply will then be sent within 28 days. If a complaint is complicated and needs more than 28 days to investigate, a full progress report will be sent within 28 days.
We aim to collect 96.6% of Council Tax within the financial year ending 31 March 2008.
We will acknowledge e-mails within 1 working day. We will reply to 80% of e-mails within 7 days, and the remainder within 14 days.
Providing a contact number has been provided, we will return all voicemail messages during the next working day.
In the case of new applications for Disabled Persons Reduction, notice of the Council's decision will be issued within 7 days in 80% of cases and the remainder within 14 days of the visit to the property concerned.
We will acknowledge appeals within 3 working days, and respond to subsequent correspondence in accordance with our letter answering standard, i.e. 80% within 7 days and the remainder within 14 days.
We aim to achieve customer satisfaction levels of at least 85% regarding waiting times at our enquiry counter, the politeness of our staff and the quality of information given.
Direct Debit instructions for the current financial year received through the post will be set up within 7 days of receipt.
A letter will be sent to a customer within 7 days of being notified by a bank or building society of a recalled Direct Debit payment.

If you have any comments on customer service, please send them to the Director for Resources and Support.

If you consider that you have received unsatisfactory service you can use the Council's Complaints and Compliments Procedure.

Performance against standards

You can see more details about our performance against service standards by clicking on an icon below to download in a PDF format.

We also publish a leaflet giving details of our performance against our Customer Service Standards.

A copy is also available at the:

Council Tax and Business Rates Enquiry Counter
Counter Number 12
First Floor
Civic Centre
Wolverhampton
or contact the Local Taxes Division and a copy will be sent to you.

Planned improvements in 2008

To continue to improve collection of Council Tax year on year.