Revenue and Benefit Service
Customer Charter
"Providing Good Quality Services"
Deals with Council Tax, Business Rates and Housing and Council Tax Benefit.
- administers Council Tax on behalf of East Hampshire District Council, Hampshire County Council, Hampshire Police Authority, Hampshire Fire and Rescue and all parish Councils
- administers Non Domestic Rates on behalf of Central Government
- investigates allegations of Benfit Fraud
- pays and administers Housing and Council Tax Benefit to residents of the District, as well as giving benefit advice
- recovers Housing Benefit Overpayments
Special Needs
- we will try and accommodate any special needs that you may have
Service Commitment
- consult with our customers, partners and staff
- set clear standards for service and performance
- provide fair and accessible services that offer choice, flexibility and value for money
- provide advice and information about our services
- be courteous, open and honest in our dealings with you
- apologise if we get things wrong, explain what has happened and put things right promptly
The Service you can expect
We promise our customers that they will receive at least the following standards of service:
- if you ring us within the working day, we will answer the phone promptly and pleasantly within 3 rings
- if you write to us we will respond within 7 working days. Letters will be produced in plain English. The name and phone number of the person dealing with your query or claim will be on all correspondence.
- if you visit us, we aim to see you within five minutes. You can be seen in a private interview room, if you prefer.
- You do not need an appointment.
- we will be courteous, helpful and give accurate advice at all times if you visit us or phone us.
- we will visit you at home to assist with your enquiry if you are elderly or have a disability.
The Council has set up a Complaints and Comments procedure to make it easy for you to tell us, if our service does or does not live up to the high standards promised. You will receive a written reply within three days.
Council Tax and Business Rates
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.
Investigations
We will investigate all allegations of fraud and take appropriate action.
- people who commit benefit fraud will be investigated and sanctions applied as appropriate
- we will follow, both best practice and regulations when conducting an investigation
- we will recover overpayments of benefit in accordance with the regulations
Housing and Council Tax Benefits
we will endeavour to process all applications for Housing and Council Tax benefit within 14 days of receiving all information.
- we will advise all applicants that they may be entitled to other welfare benefits.
- we will investigate all cases of suspected fraud.
- we will advise all applicants on further information that is required.
Customer Services
- we will provide a cashiering service from 9.00 am to 5 pm, Monday to Friday.
- we will provide reception and enquiry services from 9.00 am to 5.00 pm, Monday to Friday. Private interview facilities are available.
- we will always endeavour to provide a service which meets the demands of our customers.
How can you help us?
- tell us immediately if you change address.
- if you are having difficulty paying, contact us immediately
- when returning applications for Housing and Council Tax Benefit,please ensure that the form is fully completed and all additional information is enclosed (original documents only).
- pay your Council Tax and Non Domestic Rates by direct debit. This will help to reduce processing costs.
- always quote your account number on any correspondence or payment.
- if you are in receipt of Housing and/or Council Tax Benefit, you should tell us immediately if your circumstances change.
Contacts Customer Services
- Council Tax and Business Rates 01730 234400
- Housing and Council Tax Benefits 01730 234175
Senior Contacts
Your comments give us the opportunity to improve our service. If you have any comments we invite you to contact the manager responsible.
Head of Revenues and Benefits – Mike Ball
Revenues Manager – Brian Wood
Benefits Manager – Tracey Hughes
Any complaints received are always investigated thoroughly, and can help improve our systems and procedures.
The Revenues Charter is available in large print or audio tape, please call 01730 234400 for a copy.
Our contact details