Revenues and Benefits Customer Charter 2010/11
Introduction
The Revenues and Benefits service is responsible for administering the Housing Benefit and Council Tax Benefit schemes, the Discretionary Housing Payment scheme and for the billing and collection of Council Tax and National Non-Domestic Rates (Business Rates).
Our Customer Charter tells you:
- What our promises are to you
- What we expect of you
- How to make comment on, or complain about, our service
- How you can contact us
Our Promises to you:
The aims of the Benefits Service are to:
- Help people claim the benefits they are entitled to
- Deal with your claim for benefit within 14 days
- Deal with any changes you tell us about within 12 days
- Return any documents you send us within two days
- Help you understand how your benefit has been worked out
- Tell you how to appeal if you do not agree with our decisions
- Reply to your telephone call within 6 rings
- See you within 15 minutes of you arriving in our reception area
- Take firm action to discourage benefit fraud and prosecute where necessary
- Have fully trained staff
- Listen to you and improve our service where possible
Different Languages
If your first language is not English, you are unable to understand or communicate in English and you have no relatives or friends that are able to help, we will assist you by providing a translation service.
Home Visits
If we have to visit you at your home we will:
- Give you notice of the visit if possible
- Respect your property, privacy, dignity, religious and cultural beliefs
- Wear and show Council identification
What do we expect from you?
- To be polite and courteous to us. Abusive language or threatening behaviour towards our staff will not be tolerated
- Tell us immediately about any changes in your circumstances that might affect your Benefit or Council Tax
- Pay Council Tax and Business Rates when they are due
- Repay overpaid Housing Benefit
How do I make a comment or complain?
We want to deliver our services in the way that best meets our customers' needs. If you have any suggestions let us know.
The Council has a Corporate Complaints Procedures. If you wish to make a complaint, please contact us in person, in writing, by email or over the telephone. Details of the procedure are available in all Council offices and on our website
For further details, please refer to the Related Pages located on the righthandside of this page.
