Council Tax team

Complaints, compliments and suggestions

We believe that customers are the key to delivering high quality services. Contact from customers can be received in a variety of ways including complaints, compliments and suggestions.

Compliments and suggestions

Comments, suggestions and complaints made by customers have resulted in service improvements. Staff suggestions are also encouraged and considered.

Customer suggestions are important to the service. Every suggestion received is carefully considered and may be adopted if practical. If you have any comments or suggestions to make about the service, please get in touch with the Council Tax Service.

Complaints performance

When we receive a complaint we have a target of 10 days to investigate it and respond to the customer. Over the past 2 years the number of justified complaints we received has dropped significantly and the complaints we have received have been dealt within target.

Making a complaint

Both the Council Tax Service and the Council as a whole take complaints very seriously.

When you complain to the Council Tax Service you will receive a reply from the Head of Revenue Services.

    If you wish to contact the Council Tax Services regarding a complaint you can:

    Alternatively you can write to us at:

    Council Tax Service
    P.O. Box 65962
    SW18 9HN

    Our target is to respond to all written and emailed correspondence within 10 working days. Please note, if our response is sent by post it may take up to 14 working days to receive our reply.

    Complaints are viewed positively, although every effort is constantly made to keep the number to a minimum, any we do receive are used as a way of improving working practices and monitoring the service we deliver.

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