Council tax

Revenues team 2016 survey results

There were 39 respondents (fairly evenly split between male and female) who provided us with the following information:

  • 74.4% were aware that they could view frequently asked questions and find out in more detail information regarding Council Tax on the council website; only 25.6% of customers were unaware of this

  • 53.8% were aware that they can inform us of any changes to their council tax account addresses or names by using the 24 hour self serve tool (where they could also set up direct debits or apply for a Single Person’s Discount on their council tax accounts)

  • when asked if they used the 24hr self serve facility, 20 people responded. Of these, 8 (40%) said they did while 12 (60%) said they haven’t yet but would consider using it in the future

    3 additional comments were made as follows:

    - no need to use it a present
    - no reason
    - it didn’t work

When asked about the online ‘My Account’ service:

  • 18 (46.2%) were aware they could check their Council Tax billing periods, account payments, transactions and balances and print statements online, while 21 (53.8%) weren’t

  • 16 out of 17 people who  were aware of the ‘My Account’ service, said they used it and only 1 said they had not used it yet but would consider doing so in future

When asked about the preferred method of payment for council tax, direct debit payments proved to be the most popular, with:

  • 33 (84.6%) choosing to pay by direct debit

  • 5 (12.8%) choosing to pay online on the website

  • 1 (2.6%) person exempt from paying council tax due to income

When asked if they knew that direct debits were the most cost effective and efficient payment method, 38 people responded:

  • only 1 (2.6%) person was not aware of that

When asked if they knew they could apply for Council Tax Reduction if not working or in receipt of a low income:

  • 25 (64.1%) were aware

  • 14 (35.9%) were not aware

Only 15 (38.5%) of respondents said they had made contact with the Revenues department over the last few months - 24 (61.5%) said they had not.

When asked in what capacity did the customers contact the Revenues department:

  • 11 (68.8%) said as a property owner/occupier

  • 4 (25%) said as a tenant

  • 1 (6.3%) stated ‘Other’

When asked how they contacted us, 13 people responded (1 more than once):

  • 7 said by phone

  • 4 said by email

  • 1 said by 24 hour self serve facility

  • 1 said by online eform

  • 1 said by using the online ‘My Account’ function

When asked why they contacted us, 14 people responded (of which more than once in some cases), saying:

  • 4 made contact to tell us of a change of address

  • 5 contacted us regarding a Single Person Discount

  • 4 querying a bill or reminder

  • 4 saying the reason as ‘Other’

When asked if they had visited our website before contacting us, 14 people responded:

  • 10 (71.4%) said they had

When asked how easy it was to contact us directly:

  • 6 (42.9%) said they did on their first try

  • 4 (28.6%) said they got no response on first try but did on their second

  • 4 (28.6%) said they had to contact us more than twice before getting a response

When we asked respondents who had to contact us more than once if they used the same contact method each time, 10 people answered:

  • 6 (60%) said they did use the same method

  • 4 (40%) said they didn’t

Finally, when asked how they rated their overall experience when contacting the Revenues Team, 14 people answered:

  • 5 (35.7%) said the experience was ‘very good’

  • 6 (42.9%) said the experience was ‘good’

  • 3 (21.4%) said the experience was ‘average’

No one rated their experience as ‘poor’ or ‘very poor’ which is an improvement on last year.

Although response levels were low, the responses show that:

  • most people are aware of the online self serve function and already use it or will use it in future

  • just under half were aware of the ‘My Account’ facility and 16 (of the 17 people who responded regarding usage of my account) use the facility and the remaining 1 will consider using it in the future

  • most contact is made by telephone (followed by email) mostly made regarding single persons discount (followed closely by change of address, querying a bill or other reasons). This is an improvement on the previous year as contact was predominantly regarding change of address which customers can do via the website using the self serve facility

  • most people (29 out of 39 responders) are aware our website provides detailed information regarding Council Tax as well as many FAQs

  • 10 out of 14  customers had to contact us after visiting our website - this is an improvement on the previous year which stood at 84.6% indicating the recent web content review has made it easier for customers to find what they need and interact with us online rather than contact us directly

  • since the new web pages went live there has been less negative feedback regarding the website content and any comments received have been considered and the web pages updated if necessary  

  • customers are generally happy with the service they receive from us as there was no negative feedback which is an improvement in the previous year
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