Dudley Metropolitan Borough Council - Revenues Customer Charter

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Revenues Customer Charter

Revenues Customer Charter

We have 130,000 council tax payers and figures show that we have arguably the best collection performance of any metropolitan council.
We also have 10,000 business rate payers.
We answer 100,000 telephone calls and 165,000 items of post per year.
We provide a quality service to all our customers and constantly seek to improve. If you wish to make any comments, please use our feedback form.

Special Needs

We will try and accommodate any special needs that you may have.

Service Commitment

In order to ensure that we continue to deliver a quality service, we will:

Consult with our customers, partners and staff.
Set clear standards for service and performance.
Provide fair and accessible services that offer choice, flexibility and value for money.
Provide advice and information about our services.
Continuously develop and improve our services.
Be courteous, helpful, open and honest in all our dealings with you.

Personal Contact

You can visit us in person at the Council’s Dudley Council Plus centre in Castle Street Dudley:

Open Monday to Friday between 8:00 am and 7:30 pm, and 9:00 am till 12 noon on Saturdays.
Easy to get to – 1 minute’s walk from Dudley market and bus station.
You will be seen by a receptionist within 10 minutes of your arrival.
Private interviews are available.
You can speak to a member of Revenues staff face to face (by prior appointment).
You can also get information about a wide range of other council services.

Telephone Contact

We answer calls between 8.30 am and 5.00 pm, Monday to Friday (an answer machine is available out of office hours).
We answer calls within 5 rings (you may be placed in a queue at busy times).
We answer politely and give the name of the section or person you have contacted.
If required we will transfer your call or give you an appropriate contact number.
We will call you back as soon as possible (and within 2 working days) if your query cannot be dealt with immediately.
A minicom is also available.

Details of phone surveys undertaken are available.

Letters

Where required, we will respond to letters within 10 working days of receipt.
Written responses will be typed and comprehensive, using plain language and avoiding jargon.

Internet

E-mail enquiries are acknowledged immediately and full responses are sent within 10 working days.

On-line payments are processed within 5 days.

Call back requests are responded to by the end of the next working day.

If you pay by direct debit, your bill can be e-mailed to you.

Forms can be completed on-line and bills can be requested.

Answers to frequently asked questions and other useful information on council tax and business rates are available.

Making Your Payment

Payments can be made by:

Direct Debit.
Internet (online).
Debit / Credit Card via our automated Callpay system or in person at the Dudley Council Plus centre.
Cash or cheque at the Dudley Council Plus centre, banks, post offices and via PayPoint outlets (cash only at participating shops, etc).
Cheque through the post.

Customer Feedback

We would like to hear from you when we do things really well, but also when things go wrong and you are unhappy with our service. Leaflets are available to help you provide feedback (please contact us for details) or you can give us feedback on-line.

Every effort will be made to resolve a problem before it becomes a complaint.
A named officer will be responsible for ensuring that a complaint is resolved.
A full response or acknowledgement will be sent within 5 working days of receipt of a complaint.
Where applicable, a full response or progress report will be issued within 20 working days.

Your feedback will be used to improve our service

Survey

We regularly undertake surveys to improve our service and we welcome any comments you wish to make.

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