Council Tax Services 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 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 of residents 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
We aim to:
- deal with 80 per cent of all correspondence (including emails)
within ten working days
- offer four convenient payment dates (7, 15, 21, and 28 of the
month) for people paying by Direct Debit
- increase the number of residents paying by Direct Debit to save
money and postage spent on payment slips and reminders
- send 90 per cent of refunds within ten working days of
receiving a refund claim form and offer the convenience of having
refunds transferred to a bank or building society account
- collect at least 96 per cent of council tax due within the
financial year to pay for services and reduce resources used to
recover outstanding amounts
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.