Complaints & compliments, January 2019 to December 2019 | Complaints and compliments | Sutton Council
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Complaints and compliments

Complaints & compliments, January 2019 to December 2019

Revenues & Benefits 4th quarter statistics: January 2019 to March 2019

Complaints – Revenues

The Revenues Team received three complaints during this period:

  1. The first complaint related to a customer whose payment had been allocated to an incorrect account number.  An explanation was provided and this complaint was not upheld.
  2. The second complaint was from a customer who had received a summons due to late payment of Council Tax. An explanation was provided and this complaint was not upheld.
  3. The third complaint related to the length of the interview times in reception and that the customer concerned had been summoned twice in one financial year. An explanation was provided and this complaint was not upheld. 
  4. The fourth complaint was from a customer who had received a summons for non payment of Council Tax. An explanation was provided and this complaint was not upheld

Complaints – Benefits

The Benefits Team received no complaints during this period

Complaints - Financial Assessments

The Financial Assessments Team received no complaints during this period.

Compliments - Revenues

The Revenues team received two compliments during this period about the service provided by two officers.

Compliments - Benefits

The Benefits team received one compliment during this period about the service provided by an officer.

Compliments - Financial Assessments

The Financial Assessments team received two compliments during this period about the service provided by two officers.

Revenues & Benefits 1st to 3rd quarter statistics: April 19 to December 19

Complaints – Revenues

The Revenues Team received sixteen complaints during this period.

  1. The first complaint related to a customer who had not received their annual Council Tax Bill. A copy was issued. This complaint was not upheld.
  2. The second complaint related to customers who were not happy their debt was with the Enforcement Agents and the amount they were required to pay. The matter was reviewed and there had been no error in the debt being referred to the Enforcement Agents. An explanation was provided and this complaint was not upheld.
  3. The third complaint was from a customer regarding the conduct of an Enforcement Agent who attended his property. This matter was investigated and no misconduct found. A reply was sent to the customer and this complaint was not upheld.
  4. The fourth complaint was from a customer who was not happy the debt had been passed to Enforcement Agents due to non payment of Council Tax.  A response was provided to the customer and this complaint was not upheld.
  5. The fifth complaint related to the service of a summons and the customer requested costs be removed. An explanation was provided explaining why the summons was served. This complaint was not upheld.
  6. The sixth complaint was from a customer who had received a summons and a reminder notice dated the same day.  These notices related to different debts and were issued correctly. An explanation was provided and this complaint was not upheld.
  7. The seventh complaint was made by a taxpayer who was not happy with the handling of her account and believed the debt should be withdrawn from Enforcement Agents. A response was sent and this complaint was not upheld.
  8. The eight complaint related to the receipt of a summons when neither a bill or reminder had been received and the customer felt previous responses did not address all issues raised. A full explanation was provided and this complaint was not upheld.
  9. The ninth complaint related to a customer who was not happy the full council tax was payable whilst a property was undergoing renovation as the previous tenant had been evicted. A response was sent and the complaint was not upheld.
  10. The tenth complaint was in relation to the removal of a single persons discount for Council Tax. The complaint was responded to and partially upheld.
  11. The eleventh complaint related to the service of a summons when payments had been made. A reply was sent explaining what should have been paid and what had been paid. This complaint was not upheld.
  12. The twelfth complaint related to a customer whose debt had escalated to the Enforcement Agents early as the agreed actions by a Customer Services Officer following an earlier telephone conversation did not happen. An apology was given and this complaint was upheld.
  13. The thirteenth complaint related to a Council Tax account closed on the basis of third party information. The matter was investigated and an explanation sent. The complaint was not upheld.
  14. The fourteenth complaint related to the removal of a discount. This matter was investigated and a full explanation provided. This complaint was not upheld.
  15. The fifteenth complaint related to the fact previous bills had not been received and the administration of the customer’s account. This matter was investigated and a response sent. The complaint was not upheld.
  16. The sixteenth complaint related to the fact previous correspondence had not been responded to and that the customer was unhappy with the way his account had been handled. This matter was investigated and a response sent. This complaint was not upheld.

Complaints – Benefits

The Benefits Team received three complaints during this period.

  1. The first complaint was from a customer who wanted a breakdown of a Housing Benefit overpayment and who was not happy that a Direct Earnings Attachment had been applied to recover the overpayment. A response was provided and this complaint was not upheld.
  2. The second complaint related to a customer requesting compensation due to possible misadvice. This matter was investigated and a reply sent. The complaint was not upheld.
  3. The third complaint related to the refusal of a Crisis Loan/Grant application. The matter was investigated and with further information provided the decision was able to be revised. This complaint was not upheld.

Complaints - Financial Assessments

The Financial Assessments Team received no complaints during this period.

Compliments - Revenues

The Revenues team received six compliments during this period about the service provided by six officers.

Compliments - Benefits

The Benefits team received one compliment during this period about the service provided by an Officer.

Compliments - Financial Assessments

The Financial Assessments team have received no compliments during this period