Complaints and compliments

Complaints & compliments, April 2015 to December 2015

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

Revenues & Benefits 1st to 3rd quarter statistics: April 2015 to December 2015

The Revenues & Benefits Team received 24 complaints during this period.

Complaints - Revenues

The first related to the council's decision not to withdraw a summons and related costs. A full explanation was provided and the complaint was not upheld.

The second complaint relates to where the taxpayer requested the council tax debt be withdrawn from our Enforcement Agents due to her condition which classed her as vulnerable. However, as she has the means to pay she should still pay the outstanding debt to the Enforcement Agents. This case was not upheld.

The third complaint related to where a customer was unhappy that no recent contact made by Enforcement Agents before visiting and adding further fees. This case was fully investigated. This complaint was upheld.

The fourth complaint related to enforcement action that had been taken in relation to the outstanding balance owed. A full explanation was provided. This complaint was not upheld.

The fifth complaint related to where the taxpayer complained that we had failed to contact her about her arrears but records showed that she had been written to at every stage. This complaint was not upheld.

The sixth complaint related to where a customer complained about recovery action being taken following payments made by Standing Order after the action was started. This case was fully investigated and a reply sent. This case was not upheld.

The seventh complaint related to summonses being issued when a customer was awaiting a response to emails. A full explanation was provided. This complaint was not upheld.

The eighth complaint related to where a customer had stated he had not received any notices that he owed any money. This case was fully investigated and reviewed and a reply sent. This case was not upheld.

The ninth related to a tax payer not receiving a closing demand notice. A closing demand notice was not sent as the account had been deleted and therefore the account no longer existed. An on-line statement was sent showing that the account was now deleted and the balance is now £0.00. The complaint was not upheld.

The tenth related to a customer whose debt was passed to an Enforcement Agency for the current year when they believed had an arrangement to pay. A full explanation was given. This complaint was not upheld.

The eleventh related to a customer’s dissatisfaction with telephone call and subsequent process followed by member of our call centre. This complaint was upheld.

The twelfth related to a customer whose account balance had increased substantially despite correct information having previously been supplied. The account balance was adjusted and an apology sent. This complaint was upheld.

The thirteenth complaint relates to where a taxpayer made allegations of damage and threatening behaviour by an enforcement agent. This case was fully investigated and a reply sent. This case was hot upheld.

The fourteenth complaint related to the issue of a final notice when the customer was expecting a nil bill. A full explanation was given. This complaint was not upheld

The fifteenth complaint related to the handling of an account and treatment received. A full explanation was provided. This complaint was not upheld.

The sixteenth complaint relates to where the taxpayer was disputing costs incurred. They had thought that matter had been closed as claimed not to have heard anything, however my findings showed that notices had been sent to him and so recovery action taken and fees incurred were correct. This complaint was not upheld.

The seventeenth complaint related to where the customer had twice been responded to by Revenues Officers but wanted case to be reviewed by a Manager. My findings were the same as the Revenue Officers in that the costs incurred for recovery of the debt were correct. This complaint was not upheld.

The eighteenth complaint is awaiting a reply as the deadline is during January 2016.

Complaints - Benefits

The first complaint related to where mistakes had been made when re-assessing a customer’s housing benefit claim. This claim was fully reviewed and corrected. A full explanation and reply was sent to the customer. This complaint was upheld.

The second complaint related to how the customers call was handled by our call centre and advice given. It also related to how the customers appeal was being handled and the delay. This case was fully investigated and a reply sent. This complaint was not upheld.

The third complaint related to the length of time taken to reply to an email and about level of service given by a particular officer. This complaint was fully investigated and a full reply sent. This complaint was partially upheld.

The fourth complaint related to a delay in payment of Housing Benefit following a change of circumstances and a promised payment date not being kept. This complaint was fully investigated and was upheld.

The fifth
related to where a landlord requested that housing benefit for a tenant be paid direct to them. This complaint was fully investigated and a reply sent. This case was not upheld.

The sixth
complaint related to where a customer was unhappy with the reassessment on the housing benefit and council tax reduction claim. A full case history was provided and explanations provided. This case was not upheld.

Compliments

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