The ICS consists of three separate teams:

• Accounts Team – who supply the billing and ledger management.  The team sends out the bills, deals with enquiries and sets up and manages the direct debit payment system.
• Service Charge Arrears Team – who collect service charges from Council leaseholders. They deal with all aspects of the collection of this debt once in arrears, including debt counselling and legal action.
• Arrears Team – the team will help people on low income to apply for assistance from the Department of Work and Pensions.

The ICS is continually looking to improve the service to its customers.  In the past few years these have included:-

• The review of automated reminder letters.
• The improvements to this web site to allow leaseholders to pay their service charge demands by debit card online.
• The offer of an additional date each month for customers wishing to pay by direct debit.
• The expansion of payment options to enable leaseholders to pay service charges by credit card.
• The production of an explanatory leaflet about Forfeiture of Lease.
• The production of a 'Service Charges Explained' booklet specifically for leaseholders run by a management co-operative or resident management organisation.

You can contact Steve Rutt (Head of Income Collection Service) on (020) 8871 8038, email at srutt@wandsworth.gov.uk or write to:-

Wandsworth Council
Finance Department
Income Collection Service (14/SCH)
Town Hall
Wandsworth High Street
London SW18 2PU

 Our customer charter

Our Customer Charter tells you what you can expect from the Income Collection Service. It also tells you what you can do to help us and what to do if things go wrong.

 Our Service

The Income 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 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 within 5 days of your request.
• We will 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 to:

• Treat our staff with courtesy and respect.
• Have any relevant reference numbers 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. 

 Providing information to all Council Leaseholders

The Income Collection Service is committed to providing information to Council Leaseholders in a format which suites them. Our publications and letters are available in large print, on tape and in Braille on request.

Please contact the Finance Department (Property Accounts Section) on (020) 8871 7296 if you would like to receive information in another format.