Contact:
  • Revenues & Benefits
  • Address:

    PO Box 2797, Bath, BA1 1WF

  • E-mail:
    revenues_benefits@bathnes.gov.uk 
  • Telephone:
    01225 477777
  • Fax:
    01225 477809
  • Minicom:
    01225 477309
  • Page Updated:
    22/11/2008
  • Author:
    Lynda Roberts
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Revenues and Benefits Service Standard

To ensure Bath & North East Somerset Council can deliver its services, it is our aim to maximise collection of Council Tax and Business Rates.  We will also promote access to Housing & Council Tax Benefits and process all applications speedily and according to government legislation.  Likewise, it is our aim to prevent fraud in all claims for Benefits, discounts and exemptions and to recover any overpayments as appropriate.

We will always aim to give all our customers an efficient, effective and courteous service

 

Service Standards you can expect :-

If you contact us by telephone on : 01225 477777

 

80% of our calls will be answered by an officer within 5 minutes.

(Please note, an automated system will answer and direct your call to the appropriate team)

If you send us a letter which requires a response.

We will to respond to 95% of letters within 15 working days.

If you tell us about moving in or moving out of a home or business address.

We will amend 95% of our records within 15 working days.

If you make a new claim for Housing or Council Tax Benefit

We will complete 90% of new claims within 10 working days.

If you call into our offices to make an enquiry during normal opening hours

90% of visitors to our main offices will be seen within 5 minutes.

We are committed to detecting and preventing fraud.

Benefits investigators will respond to 90% of all reported fraud within 5 working days 

We also adhere to the Councils official complaints policy and procedures.

(for details and a copy of the corporate complaints leaflet please speak to a member of staff at any of our offices or visit our website)

From the day we receive any complaint We will send a full reply to formal complaints within 20 working days.

If we need to make further investigations we will tell you within the 20 working days.

We want to know what you think about the service we provide.

We survey a sample of our customers twice a year.

We will achieve 85% overall satisfaction with our service.

(You can find the results of these surveys published on our website)



 

We also adhere to the Council’s official complaints policy and procedures. For details and a copy of the corporate complaints leaflet please speak to a member of staff at any of our offices or go online to: /BathNES/contactus/MakeaComplaint.htm 

We will send an acknowledgement to all complaints within 5 working days and send a full reply within 15 working days and in 20 working days for a formal complaint, from the complaint being received. If we need to make further investigations we will tell you, our customer.

We want to know what you think about the service we provide.

We survey a sample of our customers twice a year and it is our target to achieve 85% overall satisfaction with the service we provide. (If you want to know about the result of these surveys in detail you can find the published results at  www.Bathnes.gov.uk ).


What you think about us.

We want to know what you think about our service to help us to continue to improve. If you want to tell us what you think or have a suggestion on how we can improve our service please contact us at:

Revenues & Benefits PO Box 2797 Bath BA1 1WF,

or; e-mail Revenues_Benefits@Bathnes.gov.uk