Council Tax Quality Objectives

Council Tax Services aim to provide a high level of service whilst ensuring efficient collection rates and maintaining value for money to the Royal Borough at minimum cost to all residents. This is achieved by our commitment to providing a quality service and to continuous improvement. Our service is audited to the international quality standard BS EN ISO 9001:2000 and we have obtained an award for Customer Service Excellence from the Government’s Charter Mark.

We aim to:

continually improve and develop all of our business processes and standards to ensure that continual improvement throughout the business is realised and sustained
collect Council Tax as speedily and as cost effectively as possible, in ways which are convenient and acceptable to local residents and tax payers
continually develop all of our staff to maintain the core business skills in the delivery of our services

Our customer targets for 2008/09 are:

to collect 96% of Council Tax within the year and have the best collection rate in Inner London
to visit all empty properties a minimum of three times a year
to process all invoices within agreed terms (or 30 days where no terms have been agreed)
to sign up 5% of customers for e-billing
to increase by 2% the number of customers paying by direct debit
to answer 80% of correspondence within 10 working days
to answer 85% of telephone calls within 15 seconds

If you have any comments about our service, or would like to make a suggestion for improvement, please write to the Council Tax Services Quality Manager, PO Box 10413, Town Hall, Hornton Street, London, W8 7WT.

Local Taxes