Service Standards

We will follow regulations to ensure that we collect 99% of Council Tax and 99% of Non-Domestic Rates during the year.

• people who do not pay their Council Tax or Non Domestic Rates will be actively pursued in accordance with the regulations.
• we will promote the availability of discounts and exemptions.
• we aim to answer letters within 7 working days
• we aim to answer emails within 3 working days
• we aim to update and issue revised bills within 7 working days when we are notified of a change of address, discount or exemption.
• we aim to update, reconcile and issue revised bills within 21 days when we are notified of any changes to banding or rateable value.
• we aim to review all discounts and exemptions annually.
• we aim to publish the Council tax levels within 21 days of the tax being set.
• where a customer requests ebilling, we aim to update customers accounts with their email address, change their billing to email and a confirmation emailed bill within 7 working days.
• if an emailed bill is returned because there is something wrong with the address, we aim to investigate the cause and correct if appropriate within 7 working days.
• where a customer requests Open Access, we aim to update the customers account with their email address and send a password through the post within 7 working days.
• where a customer submits a change to their account through Open Access, we aim to update our records and issue a new bill (if appropriate) within 7 working days.