Revenues and Benefits

Our Service Standards

As part of the high quality service we aim to provide to all our customers, Revenues and Benefits along with other Council departments have published our Service Standards.

As part of the continuing improvements we are making within Revenues and Benefits, we would like to let you know some of the results of how we have done in our Service Standards from April 2007 to March 2008.

Contacting us

When you visit our offices, we will see you see you within 15 minutes

The average waiting time was less than 12 minutes.

When you write to us, we will acknowledge your email within 24 hours

100% of all emails acknowledged within 24 hours.

When you write to us, we will reply to your letter, fax or email within 10 working days

82% are replied to within 10 days.

When you phone us we will answer the phone within 20 seconds

67% of calls are answered by one of our Customer Services officers within 20 seconds.

Housing and council tax benefit

When you claim housing or council tax benefit, we will process your claim within 29 days of receiving it

The average time took to process your housing or council tax benefit claim was 23.65 days.

We will process a change in circumstance that will affect your housing or council tax benefit claim, within 8 days of you telling us of the change

The average time took to process your change in circumstance to your housing or council tax benefit claim was 15.38 days.

Rents accounts

We will take action to end your tenancy if you fall more than 4 weeks behind with your rent

We have written to 100% of tenants once they are more than 4 weeks in arrears reminding them of their responsibility to pay rent.

We will allow you to pay your rent by weekly, fortnightly or monthly payments

You can pay your rent weekly, fortnightly or monthly.

Council Tax and Business Rates

We will give you 14 days notice of any changes to your council tax or business rates payments

100% of customers are written to within 14 days.

We will contact you within 25 days if you miss a payment

100% of council tax customers are written to within 15 days if a payment is missed.

100% of business rates customers are written to within 25 days if a payment is missed.

Cashier Services

Open our Cashier offices at Barking Town Hall and Civic Centre between 9am - 4.15pm, Monday to Friday

Our Barking Cashiers are now situated in our new One Stop Shop at the Barking Learning Centre which is available from 9am - 4.30pm, Monday to Friday.

Our Cashiers in the Civic Centre in Dagenham are now open between 8.45am - 4.30pm, Monday to Friday.

We will offer you different ways to pay your bills, including Direct Debit

You can pay by Direct Debit, over the internet, by phone (call the number on your bill or call our dedicated automated payment line 24 hours a day on 020 8227 2050, at the Post Office, where they have the PayPoint sign, our 2 cashier's offices, and we are continuing to find more ways it easier for you to pay.

If you would like more information on our service standards or on our current performance, please contact:

Housing and council tax benefit

Tel: 020 8227 2970

Email: benefits@lbbd.gov.uk|

Council tax

Tel: 020 8227 2926

Email: ctax@lbbd.gov.uk|

Rent accounts

Tel: 020 8227 2924

Email: rent@lbbd.gov.uk|

Business rates

Tel: 020 8227 2934

Email: businessrates@lbbd.gov.uk|

Revenues and Benefits

Our Service Standards

Contacting us

When you visit our offices, we will see you see you within 15 minutes

When you write to us, we will acknowledge your email within 24 hours

When you write to us, we will reply to your letter, fax or email within 10 working days

When you phone us we will answer the phone within 20 seconds

Housing and council tax benefit

When you claim housing or council tax benefit, we will process your claim within 29 days of receiving it

We will process a change in circumstance that will affect your housing or council tax benefit claim, within 8 days of you telling us of the change

Rents accounts

We will take action to end your tenancy if you fall more than 4 weeks behind with your rent

We will allow you to pay your rent by weekly, fortnightly or monthly payments

Council Tax and Business Rates

We will give you 14 days notice of any changes to your council tax or business rates payments

We will contact you within 25 days if you miss a payment

Cashier Services

Open our Cashier offices at Barking Town Hall and Civic Centre between 9am - 4.15pm, Monday to Friday

We will offer you different ways to pay your bills, including Direct Debit

Housing and council tax benefit

Council tax

Rent accounts

Business rates

Contact

Reception hours: