Complaints and compliments

Complaints & compliments, January 2016 to December 2016

Our aim is that all council tax and housing benefits/council tax reduction complaints are answered within 20 working days.

Revenues 4th quarter statistics: January 2016 to March 2016

Complaints - Revenues

The Revenues Team received 5 complaints during this period.

  1. The first complaint was from a customer who queried the duplication of information supplied and the amount of training the Customer Service team received. Responses to the points raised were provided. This complaint was not upheld.

  2. The second complaint related to the issue of a reminder notice when the account had been paid in full. The matter was investigated and an explanation provided. This complaint was not upheld.

  3. The third complaint queried the Enforcement Agency action taken. An explanation was provided. This complaint was not upheld.

  4. The fourth complaint related to the recovery action taken. An explanation was provided. This complaint was not upheld.

  5. The fifth complaint was regarding the delay in a refund application being processed and call waiting times. A full explanation and apology were provided. This complaint was upheld.

Complaints – Benefits

The Benefits Team received no complaints during this period

Compliments

The Revenues and Benefits Service received 2 compliments during this period about the service provided by 2 Revenues Officers.

Revenues & Benefits 1st to 3rd quarter statistics: April 16 to December 16

Complaints – Revenues

The Revenues Team received 16 complaints during this period.

  1. The first complaint related to a customer who was disputing costs incurred. A response was sent. This complaint was not upheld.

  2. The second complaint related to the service of a summons and costs. A full explanation was provided as to why the summons was served. This complaint was not upheld.

  3. The third complaint related to Enforcement Agency action taken. A full explanation was provided. This complaint was not upheld

  4. The fourth complaint related to Court costs. Information was provided. This complaint was not upheld

  5. The fifth complaint related to the handling of an account and the issue of a reminder notice. The points raised were investigated and an explanation sent. This complaint was not upheld.

  6. The sixth complaint related to the administration of an account. This was investigated and discussed with the taxpayer. This complaint was not upheld.

  7. The seventh complaint related to a refund. The matter was investigated. This complaint was not upheld

  8. The eighth complaint related to the service of a summons. A full explanation was provided. This complaint was not upheld.

  9. The ninth complaint related to the issue of a summons and costs. This complaint was fully investigated and a reply sent. This complaint was not upheld

  10. The tenth complaint related to the issue of a summons. The summons was withdrawn and the account amended. This complaint was not upheld.

  11. The eleventh complaint related to a disabled banding application. Further information was obtained and the discount awarded. This complaint was not upheld.

  12. The twelfth complaint related to a customer who advised that he received incorrect information from a customer services advisor. This case was investigated and a full reply sent. This complaint was not upheld.

  13. The thirteenth complaint related to a taxpayer who felt she had been treated unfairly as outstanding council tax had been sent to an Enforcement Agent. This matter was fully investigated. This complaint was not upheld.

  14. The fourteenth complaint related to a customer's outstanding balance being transferred to the Enforcement Agents in error. This complaint was upheld.

  15. The fifteenth complaint related the administration of the Council Tax account. The concerns were investigated and resolved. This complaint was upheld.

  16. The sixteenth complaint related to an Attachment of Earnings Order. An explanation was provided. This complaint was not upheld.

Complaints – Benefits

The Benefits Team received 11 complaints during this period.

  1. The first complaint related to the recovery of an outstanding Housing Benefit overpayment. This complaint was not upheld.

  2. The second complaint related to a Housing Benefit overpayment and the delay of response to an appeal. This concerns were investigated and a response sent. This complaint was partly upheld.

  3. The third complaint related to a miscommunication of information and was swiftly resolved. This complaint was not upheld.

  4. The fourth complaint was about delays in responding to correspondence and being given inaccurate advice. This complaint was fully investigated and a full reply sent. This complaint was partly upheld.

  5. The fifth complaint related to refusal of Housing Benefit during a period prior to rent liability being established. This complaint was not upheld.

  6. The sixth complaint related to the time taken in resolving a Housing Benefit dispute. A full explanation was provided. This complaint was not upheld.

  7. The seventh complaint related to the colour of domestic appliances supplied through crisis grant/ loan scheme. This complaint was not upheld.

  8. The eighth complaint related about comments made during a conversation and previous treatment by the Council. The case was fully investigated. This complaint was not upheld.

  9. The ninth complaint related to an outstanding overpayment. An explanation was provided. This complaint was not upheld.

  10. The tenth complaint related to where a customer felt we had not dealt with their housing benefit claim correctly and had been unhelpful. This was fully investigated and a full reply sent. This complaint was not upheld.

  11. The eleventh complaint related to the level of customer service received over a period of time. This matter was investigated and a reply sent. This complaint was not upheld.

Compliments

The Revenues and Benefits service received 15 compliments for this period – 10 for Revenues and 5 for Benefits.

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