Council Tax Service Standards
Our aim is to provide you with an efficient, friendly and helpful service. Below are the service standards we have set for ourselves:
Discounts and exemptions
We aim to respond to 90% of your requests within 15 working days once we receive all relevant documentation. If we are required to carry out an inspection to verify your claim for a discount or an exemption, it will not be possible to meet the above standards.
Changes in circumstances
We aim to respond to 90% of your requests within 15 working days once we receive all relevant documentation.
Council Tax refunds
Once your account has been closed and it falls into credit, if you pay by Direct Debit we aim to action all eligible refunds within 10 working days. If you do not pay by Direct Debit, in most instances you will be issued with a refund application form within 10 working days.
Changes in Council Tax bands
We aim to respond to 90% of your requests within 15 working days of notification from the Valuation Office.
Offers of payment
We aim to respond to 90% of your requests within 15 working days.
Complaint response timescale
We aim to reply to 100% of priority and complaint queries within the corporate complaints policy timescales. Where we are not able to do this because for example, we are liaising with another service or partner, we will let you know before the timescale expires.
Please note that we apply the same time limits to emails and web forms as we do to letters or visits to the counter as we appreciate not everyone has internet access.