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Our Performance

Dudley Council is committed to making sure that local people get the best possible quality public services and are given every opportunity to realise their potential. We recognise and value the diversity of backgrounds, skills and needs within the borough and work hard to respond to these.

We aim to serve the people of Dudley Borough fairly and efficiently so we can improve the quality of life for everyone.


As Dudley Council, we will:

  • Listen to what local people say

  • Respond to what local people tell us

  • Be accountable for our performance

  • Provide value for money

There are six key themes, which meet the aspirations of the Council’s overall vision ‘Local People Matter’. It clearly sets out the key priorities, objectives and targets for each theme and it's local impact.


Council Themes:

  • Caring Matters

  • Environment Matters

  • Learning Matters

  • Regeneration Matters

  • Safety Matters

  • Quality Service Matters

The Revenues Service is committed to the principals of Best Value and Continuous Improvement and aims to give the most cost effective and efficient service possible. We will listen, respond, be accountable and provide value for money responding to the ‘Quality Service Matters’ key theme within the Council’s overall vision and helping to ‘create a prosperous Borough’ in line with priorities of the Community Strategy 2005-2020.


Revenues Mission Statement:

‘To deliver high quality services that are customer focused and give value for money’

View the Council Plan

 

Responding to customers

We are committed to providing the best possible service, and have made the following changes as a result of your feedback.

YOU SAID……..

WE RESPONDED……..

 
Information concerning Council Tax appeal procedures needs to be clearer.

 
By reviewing and updating the bill explanatory notes and Council Tax web site

 
We need to make it easier for you to get through on the phone.

 

 
Investing in new telephone technology and looking internally at how the call centre is supported to improve this area of our service.

 
You wanted more convenient ways to contact us.

 

 
·    By making more services accessible out of hours by the use of on-line internet forms.

·    By extending our telephone call centre opening hours from 9.00am to 8.30am.

 
Failure of some internal procedures had caused you inconvenience.'

 
By conducting a full internal review of the incident and amending several procedures where necessary'.  


You needed a free text box added to the payment arrangement form to give more details.

By reviewing the form and adding a text box as requested.

You wanted to be able to set up a direct debit on your Council Tax account online.

Implemented.

 

If you have any feedback on any aspect of our service please contact us

We will continue to review our services on a regular basis with a view to using customer comments to continue to improve our current service and associated processes.

Putting Things Right

In the year 2014/15 the Revenues service received 42 formal complaints, all of which were fully responded to within timescales (see our Customer Charter) and to the satisfaction of the complainant. During this same time period we received some compliments about the level of service given.