Our service performance
We try to ensure that you receive the best possible service with the administration and collection of Business Rates.

The service is measured by a number of key indicators that are shown below for the four previous years.

We also undertake an annual Service Performance Survey; in relation to targets we have set outselves and how well we have performed.

 Read about the survey and results (26 kb)

Council performance - % of net collectable debit

2003/04 - 98.4%
2004/05 - 98.6%
2005/06 - 98.7%
2006/07 - 99%
2007/08 - 99.1%

The graph shows the actual amount of Business Rates collected as a percentage of the amount that should be collected each year.

Correspondence answered - % of letters replied to within ten working days

2003/04 - 100%
2004/05 - 95%
2005/06 - 90%
2006/07 - 95%
2007/08 - 95%

Correspondence received
2003/04 - 5,021
2004/05 - 4,626
2005/06 - 4,823
2006/07 - 4,509
2007/08 - 3,720

The graph shows the percentage of letters replied to within 10 working days.

In 2005/06 there was a slight dip in correspondence answered, this was due to the implementation of new software. Significant improvements have been achieved in 2006/07, as our performance has increased to from 90% to 95%

Number of complaints received and % of complaints dealt with within ten working days

2003/04 - 38 - 100%
2004/05 - 39 - 100%
2005/06 - 40 - 95%
2006/07 - 26 - 100%
2007/08 - 24 - 100%

The graph shows the % of complaints answered within 10 working days

You can also download a report that presents the results of a customer satisfaction study conducted among businesses in Wandsworth. The main purpose of the survey was to measure the views of the service received from:

• the Business Rate Service - including the contact made by businesses with the service and their satisfaction with the outcome.
• the Economic Development Office - covering the informational and other needs of businesses.

 Report on a survey of local businesses in Wandsworth (178 kb)

Service improvements
We hold monthly team meetings and are always looking of ways to improve our service to you. As a result of a staff suggestion, we are reviewing and improving our refund process.

Cost of service
We participate in a London wide benchmarking survey designed to create comparative performance and cost data with other London Boroughs.

The table below shows the results of Wandsworth compared to the London national average.