Frequently Asked QuestionsWould you like to make a comment or complaint about the service that you have received from the Council Tax department?
If so, please complete the e form, which can be found using the following link: Compliments, Comments or Complaints
We will respond to you within 10 working days. If we cannot send you a reply within 10 days we will write to you and tell you why.
We treat all complaints seriously and take measures to improve our service where any complaint has been justified. The table below documents how we performed last year in dealing with Customer complaints and what action was taken as a result
| Nature of Complaint | Number of days taken for response | Complaint Upheld | Actions needed as a result of complaint | Further information as a result of an appeal |
| April 2008 | ||||
| Direct Debit - Full bank account details on Annual Bill | 3 | Y | Apology - Staff reminded to input details to 3rd party fields on method of payment screen where needed. | |
| Use of property as last known address | 2 | Y | None needed as it was the only piece of correspondence issued since 2006 and could not have been prevented. | |
| Issue of a reminder | 2 | N | ||
| Issue of a reminder | 1 | N | ||
| Issue of Court Summons | 3 | N | ||
| May 2008 | ||||
| Issie of a reminder | 2 | N | ||
| Issue of a reminder | 2 | N | ||
| June 2008 | ||||
| Reminder sent to wrong address | 4 | Y | Review of mailing machine procedures carried out. | |
| Reminder sent to wrong address | 3 | Y | Review of mailing machine procedures carried out. | |
| Reminder sent to wrong address | 1 | Y | Review of mailing machine procedures carried out. | |
| Reminder sent to wrong address | 2 | Y | Review of mailing machine procedures carried out. | |
| Reminder sent to wrong address | 2 | Y | Review of mailing machine procedures carried out. | |
| Reminder sent to wrong address | 2 | Y | Review of mailing machine procedures carried out. | |
| Incorrect Bill | 4 | Y | Individual staff coaching provided. | |
| Reminder sent to wrong address | 1 | Y | Review of mailing machine procedures carried out. | |
| July 2008 | ||||
| Discount enquiries made with relative of taxpayer. | 9 | N | ||
| Issue of bill to parents address. | 6 | P | Billing address removed but no change to procedures required. | |
| Issue of bill for backdated Council Tax charges. | 4 | Y | Staff training. | |
| August 2008 | ||||
| Issue of a reminder | 6 | N | ||
| Attachment of Earnings | 1 | N | ||
| Issue of refund on a joint and several account. | 5 | Y | Reminder issued to staff on checking source of payment after date of split. | |
| September 2008 | ||||
| Loss of application for Uninhabitable exemption | 6 | P | ||
| October 2008 | ||||
| Issue of a reminder | 1 | N | ||
| Issue of a reminder | 1 | Y | No change to procedures | |
| Issue of a summons | 4 | N | ||
| Summons and issue of a Liability Order | 6 | N | ||
| November 2008 | ||||
| Payments made on an empty account. | 7 | P | Staff instructed re-importance of following procedures where inspections have been returned with information showing possible occupation. | |
| Issue of bill for empty property charges - states informed would not have to pay. | 1 | N | ||
| December 2008 | ||||
| January 2009 | ||||
| Issue of a reminder | 4 | N | ||
| Bill sent to parents | 2 | N | ||
| February 2009 | ||||
| Receipt of a reminder | 7 | N | ||
| Timing of correspondence issued regarding deceased relative. | 1 | Y | Procedure reviewed on number of days account set to pending prior to issuing first correspondence. Left at 14 days but discretion allowed to increase this. | |
| March 2009 | ||||
| Attachment of Earnings - payment recalled as company made insolvent - debt pursued with customer. | 3 | P | No change to procedures | Went to stage 2 - confirmed no action would be taken against the customer but requested assistance reclaiming money via redundancy officein Scotland.Stage 2 upheld |
| Tone of correspondence received with regard to enforcement measures for unpaid Council Tax and default on payment plan. | 5 | N | ||
| Issues of a summons for empty property charges | 9 | Y | Business Rates staff reminded of importance of passing information on where property has both commercial and domestic elements. |
| Summary Information | |
| Complaints received | 35 |
| Complaints answered | 35 |
| Complaints upheld | 15 |
| Complaints Partially upheld | 4 |
| Complaints not upheld | 16 |
| Answered in 5 days | 27 (77%) |
| Answered in 10 days | 35 (100%) |
