Complaints and compliments

Complaints & compliments, January 2017 to December 2017

Our aim is that all Council Tax and Housing Benefits/Council Tax Reduction complaints are answered within 20 working days.

Revenues & Benefits 4th quarter statistics: January 2017 to March 2017

Complaints - Revenues

The Revenues Team received 6 complaints during this period.

  1. The first complaint was about an enforcement agent. This was investigated and a response sent.  This complaint was not upheld.
  2. The second complaint was received as the taxpayer felt their debt should not have been passed to the Enforcement Agents as they were vulnerable. This matter was investigated and a reply sent. This complaint was not upheld
  3. The third complaint was made as the taxpayer was disputing enforcement agent costs. However, the action taken was correct. This complaint was not upheld.
  4. The fourth complaint was made as information received from the taxpayer was not processed and a summons was issued. The summons was withdrawn and an apology given. This complaint was upheld.
  5. The fifth complaint was regarding the service of a summons. An explanation was given. This complaint was not upheld.
  6. The sixth complaint related to a payment query. An explanation was given. This complaint was not upheld

Complaints – Benefits

The Benefits Team received 3 complaints during this period

  1. The first complaint was about the time taken to deal with a Housing Benefit appeal & the time taken by LBS/ DWP to supply info. This complaint was not upheld
  2. The second complaint was regarding the time taken to deal with an appeal. This complaint was not upheld
  3. The third complaint was regarding how we dealt with a crisis grant application and the amount of award made. An explanation was given. This complaint was not upheld

Compliments

The Revenues and Benefits Service received 2 compliments during this period - 1 for Revenues and 1 for Benefits.

Revenues & Benefits 1st to 3rd quarter statistics: April 17 to December 17

Complaints – Revenues 

The Revenues Team received 5 complaints during this period.

  1. The first complaint related to the use of an incorrect  correspondence address. This matter was investigated and and an explanation with apology given.  This complaint was uphel
  2. The second complaint related to a taxpayer who had trouble setting up a direct debit.  Taxpayer was contacted and issue rectified. This complaint was not upheld.
  3. The third complaint received was querying why a new account number had been set up and queried the payments required. An explanation was provided. This complaint was not upheld.
  4. The fourth complaint was regarding the service of a summons.  A response was provided advising the summons was issued correctly. This complaint was not upheld.
  5. The fifth complaint related to the service of a summons. A full explanation was provided. This complaint was not upheld.

Complaints – Benefits

The Benefits Team received 3 complaints during this period.

  1. The first complaint was made because we were unable to reissue an out of date cheque from 2003 due to financial information being unavailable after 6 years
  2. This complaint was not upheld.he second complaint was about our internal checking procedures & resulting errors on the claimants benefit claim. An explanation was provided.. This complaint was partly upheld.
  3. The third complaint related to a Crisis Grant decision. A response was sent explaining the reasons for our decision. This complaint was not upheld

Compliments

The Revenues and Benefits service received 2 compliments during this period – 1 for Revenues and 1 for Benefits.