Council Tax Services Customer Charter

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 of Kensington and Chelsea at minimum cost to all residents. This is achieved by our commitment to continuous improvement.

We will:

• ensure that all our customers are treated fairly and that every assistance is given to those in genuine need, whilst safeguarding the interests ofresidents by maintaining high collection rates.
• be clear about the services which can be provided.
• fully investigate all complaints and where necessary take action to ensure that any identified problem does not occur again.
• be open to suggestions which may improve the quality of the service.
• continually assess and monitor the delivery of the service by meeting the requirements of an international quality standard (BS EN ISO 9001:2000).

We aim:

• to deal with 90 per cent of all correspondence (including emails) within five working days.
• to answer 90 per cent of all telephone calls within 15 seconds between 8.00am and 5.30pm (please use the direct telephone numbers shown on your bill).
• to respond to 97 per cent of all personal enquiries within five minutes.
• to ensure that when writing to you, staff will give names and direct telephone numbers so that you know who is dealing with your enquiry.
• to offer four convenient payment dates (7, 15, 21, and 28 of the month) for people paying by Direct Debit.
• to send 98 per cent of refunds within five working days of receiving a refund claim form and offer the convenience of having refunds transferred to a bank or building society account.

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, The Town Hall, Hornton Street, London, W8 7WT.

Local Taxes

• Council Tax
• Council Tax Benefit
• Business Rates
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