Revenues & Benefits customer care
What you can expect from us
We will treat you as an individual by offering a quality service that meets your needs. We will deliver our services fairly and to the same high standards to all of our customers, regardless of race, sex, disability, religion, age or sexual preference.
When you come to see us
- We will try and see you within five minutes of your arrival.
- All of our staff wear name badges
- Our staff will be helpful and polite when dealing with you.
- If you have private or confidential information to discuss we will offer you a private interview room.
- If we cannot answer your query when you visit us, we will tell you when we will have the information you need.
When you contact us by telephone
- We aim to answer your telephone call within five rings
- All staff will give their name when answering the telephone.
- We will try and resolve your query but if we need more time to get the information you need we will offer to call you back.
- If you leave us a message on a voice answerphone, we will call you back within one working day.
When you write to us
- We aim to reply to all letters within seven working days.
- We will write to you in plain, clear language.
- We will answer all your questions and tell you whom to contact if you need more information.
If we visit you
- All of our staff carry identification from the Council.
- The Visiting officer will tell you who you can telephone if you want to confirm their identity.
- If we have made an appointment to visit you, we will visit you within fifteen minutes of the time arranged.
If you need special help
If you have a disability or any other special needs which mean that you are unable to visit the Civic Centre, we can arrange for someone to visit you in your home.
If you have difficultly using English, we can arrange for an interpreter to help you. You should try to let us know in advance that you need an interpreter so that we can make sure someone is available.
We can arrange for forms, leaflets or letters to be provided in Braille, large print on audio tape, or in your own language.
We have a minicom service for people with hearing difficulties.
Customer feedback
If you have any ideas or suggestions that you think may improve the service that we deliver, please make your comments on our online feedback form.