Complaints and compliments

Complaints & compliments, January 2018 to December 2018

Revenues & Benefits 4th quarter statistics: January 2018 to March 2018

Complaints – Revenues

The Revenues Team received 3 complaints during this period:

  1. The first complaint related to a taxpayer not fully understanding the Council Tax discount she was applying for. The taxpayer was contacted and advised how the discount process works.  This complaint was not upheld.

  2. The second complaint was regarding a discount which was removed from an account as the taxpayer failed to declare an extra occupant residing at the property.  This complaint was not upheld.

  3. The third complaint related to our enforcement agents attending a property that the taxpayer had vacated.  This complaint was not upheld.

Complaints – Benefits

The Benefits Team received no complaints during this period

Compliments

The Revenues and Benefits Service received 3 compliments during this period about the service provided by 3 Revenues Officers.

Revenues & Benefits 1st to 3rd quarter statistics: April 18 to December 18

Complaints – Revenues

The Revenues Team received 11 complaints during this period.

  1. The first complaint queried why a single persons discount had been removed as the taxpayer could not respond to our correspondence whilst abroad. This matter was investigated and an explanation provided. This complaint was not upheld.

  2. The second complaint related to a taxpayer who received various bills regarding the removal and reapplication of a single persons discount.  The taxpayer was contacted and an explanation provided. This complaint was not upheld.

  3. The third complaint was from a taxpayer who felt it was unfair no discount was applied for a small period of time in respect of unfurnished and unoccupied properties. This complaint was not upheld.

  4. The fourth complaint was regarding the service of a summons.  An explanation was provided. This complaint was not upheld.

  5. The fifth complaint related to the service of a summons and the taxpayer requested costs be removed. An explanation was provided explaining why the summons was served. This complaint was not upheld.

  6. The fifth complaint was from a taxpayer who was unhappy a summons was received when the account was paid by direct debit. An explanation was provided. This complaint was not upheld.

  7. The seventh complaint was made by a taxpayer who believed an amount of money had been claimed from his account  without authorisation. This matter was investigated and it was confirmed that no payment had been claimed by the Revenues Team. This complaint was not upheld.

  8. The eight complaint related to an error made by a member of Customer Services re direct debit dates. This complaint was upheld and an apology given.

  9. The ninth complaint was in relation to a summons being served for non payment. This matter was investigated and an explanation given. This complaint was not upheld

  10. The tenth complaint related to the receipt of an instalment reminder notice when payment had been made. An explanation was provided. This complaint was not upheld.

  11. The eleventh complaint related to the service of a summons to a companies previous managing agents. This matter was investigated and an explanation provided. This complaint was not upheld.

Complaints – Benefits

The Benefits Team received 2 complaints during this period.

  1. The first complaint was from a customer who was not happy with the calculations of her Housing Benefit entitlement. The calculations were checked and an explanation provided. This complaint was not upheld.

  2. The second complaint related to a period Housing Benefit was paid to. An explanation was provided to the landlord. The complaint was not upheld..

Complaints - Financial Assessments

The Financial Assessments Team received 2 complaints during this period.

  1. The first complaint was from a customer who was not happy about the decision not to allow private unpaid care as a disability related expense in a financial assessment. This complaint was not upheld.

  2. The second complaint related to the decision for the use of notional capital in a financial assessment after a house sale. This complaint was not upheld

Compliments

The Revenues and Benefits service received 3 compliments during this period – all for Revenues.

The Financial Assessments team received 2 compliments for this period.