Your views count
Customer satisfaction surveys are issued on an annual basis asking for views on the services provided by the Council Tax Section.

The Customer Services surveys ask questions relating to the experiences of customers at all contact points i.e. Reception, Cashiers, Callcentre and Visits.

When we select the type of survey we require, we establish the way in which we are going to make contact with a sample of our customers. This can take the form of a postal questionnaire or a form being available directly at contact points such as Cash Offices throughout the borough and the enquiry counters at the Town Hall.

Responses to all surveys are collated and analysed in order to establish which areas the service the customers think we are performing well and which areas can be improved.

We also use the results of the surveys to gain ideas from customers about possible improvements that can be made to the service.

Comments made by customers on previous surveys, comment cards and complaints have resulted in service improvements. Staff suggestions are also encouraged and considered.

Some examples of improvements made as a result of customer and staff suggestions are given below:

• Improved information re Council Tax and Student exemption available on the website
• Baby changing facilities have been incorporated into the Finance Reception refurbishment plans
• Council Tax and Benefit staff trained in British Sign Language are immediately available to customers upon request
• Council Tax and Benefit staff are immediately available for translation assistance upon request

If you have any comments or suggestions about the service please contact us we would like to hear from you.

A summary of questions and replies can be found below for the 2005/06 customer satisfaction survey, the figures for the 2004/05 survey are also shown in brackets after this years figure.

Those who had contact with the Council Tax Service found:

• The reply/bill was easy to understand. 
  299 people answered the question, and 230 out of those who answered agreed with this statement: 77% (71%)
• Those who read the booklets accompanying the Council Tax bill were satisfied with the information we provided. 
  There were multiple questions to the above statement covering calculation of the bill, change in charge, discounts & exemptions, service performance against standards set and clarity of information provided.  Out of the 3163 various responses to these questions, 2675 agreed with the overall statement: 85% (85.5%)
• Those who had visited the Councils website found it helpful. 
  463 people answered the question, and 429 out of those who answered said YES to this statement: 92.7% (92.7%)
• Would like to receive Council Tax information and bills electronically. 
  695 people answered the question, and 178 out of those who answered agreed with this statement: 25.6%. We did not ask this question in previous surveys, so there is no previous result.
• Pay by direct debit. 
  1394 people answered the question, and 750 out of those who answered pay by direct debit: 54%

Those who had applied for discounts:

• Found the application easy. 
  531 people answered the question, and 464 out of those who answered agreed with this statement: 87% (77%)
• The application was dealt with promptly. 
  522 people answered the question, and 411 out of those who answered agreed with this statement: 79% (70%)

Survey on payment methods

In 2006/07 a new survey was carried out concerning payment methods with particular focus on increasing the number of direct debit payers.

Of the 42,982 campaign letters sent out to non direct debit payers a totalof 4,147 returned which was just under 10%. What follows is a sample of those findings with percentages showing how people responded:

How do you pay your council tax?

• Cash - 33%
• Cheque - 51%
• Telephone - 8%
• Internet - 7%
• Standing Order - 0.2%
• Other 0.8%

Where do you pay your council tax?

• At the local bank - 36%
• By post - 27%
• Roehampton Cash Office - 4%
• Battersea Cash Office - 6%
• Wandsworth Cash Office - 14%
• No answer - 13%

Do you have a bank account?

• Yes - 84%
• No - 8%
• No answer - 8%

A new customer satisfaction survey is planned for next year.

If you have any suggestions or comments on the service please contact us:

 Telephone us on 020 8871 8081 between 8.30am and 5.30pm Monday to Friday. 

Fax us on 020 8871 8148

A minicom facility is available on 020 8871 8089.

 Email us at counciltax@wandsworth.gov.uk.

 You can also write to us at this address:

Council Tax Services
PO Box 500
London
SW18 2PN