About this Charter

Our customer charter tells you what you can expect from the Rent Collection Service. It also tells you what you can do to help us and what to do if things go wrong.

 Our service

The Rent Collection Service aims to provide you with an efficient, courteous and helpful service. To do this we have set the following targets for ourselves:-

• Your telephone calls or personal visits should receive prompt, courteous and helpful attention by trained staff.
• Your telephone call should be answered within 5 rings.
• We should attend the Finance Reception within 10 minutes of being advised of your arrival.
• Written information will be as clear and easy to understand as possible.
• All items of correspondence (including email) should be answered within 10 working days.
• Special needs of customers will be recognised and met to the best of our ability.
• We will provide you with a statement of your account every quarter.
• Respond quickly and efficiently to complaints. 
• We aim to ensure equality of opportunity in provision of our service for all persons regardless of their race, colour, creed, ethnic or national origin, disabilities, age, gender, sexuality or marital status.

 How you can help us

We are committed to providing you with the best possible service. To help us do this we ask you: -

• Treat our staff with courtesy and respect.
• Have any relevant reference numbers and documents ready when you contact us.
• Keep any appointments that you make and arrive on time.
• Take the time to tell us what we can do to improve the service.