Revenues & Benefits Performance at a glance
July 2008
Telephone call standard
Target: 80% of our calls will be answered by an officer within 5
minutes. Performance – 96.04%
Customer waiting times
Target: Average waiting times for customers in Customer Service
offices is less than 5 minutes.
Performance:
- 2.15 minutes at the Hollies, Midsomer
Norton
- 4.09 minutes at the Guildhall,
Bath
- 3.06 minutes at Riverside,
Keynsham
Visiting Team
Target: If you request a home visit or property inspection we
will contact 90% of customers within 5 working days.
Performance – 100%
Benefits Investigation Team
Target: Benefit Investigators will respond to 90% of all
reported fraud within 5 working days. Performance –
100%
Letter response
Target: We aim to respond to 95% of letters requiring a response
within 15 working days.
Performance:
- Benefit team – 95%
- Business Rates – 91%
- Council Tax – 90%
- Recovery – 97%
Council Tax and Business Rates Processing
Target: If you tell us about moving in or out of a home or
Business address we will amend our records within 15 working
days.
Performance:
- Council Tax – 90%
- Business Rates – 92%
Benefit Claim processing
Target: decide at least 90% of complete new claims for Housing
and Council tax Benefit within 10 working days.
Performance – 96.35%
Customer Satisfaction
Target: We will send an acknowledgment to all complaints within
5 working days and send a full reply within 15 working days and in
20 days for a formal complaint, from the complaint being
received. Performance – 100%
Target: 85% of Customers satisfied with the service received
from Revenues and Benefits. Performance
– February 2008 survey results show: 84.3%
satisfaction
This performance data can be made available in a range of
languages, large print, Braille, on tape, electronic and
accessible formats on request from Revenues and Benefits, telephone
01225 477777 Fax 01225 477809 Mincom 01225 477309.
Revenues & Benefits Customer Survey Results – February
2008
Telephone
Calling
It didn’t take too long to get through - 76.0%
AGREED (78.8% AGREED - July 2007)
Person answering was polite & helpful - 93.6%
AGREED (98.1% AGREED - July 2007)
(&) able to deal with my query in full - 82.6%
AGREED (88.5% AGREED - July 2007)
Office Visits
Waiting time in queue was not unreasonable - 92.5%
AGREED (91.7% AGREED - July 2007)
Person I spoke to was helpful & polite - 88.9%
AGREED (87.8% AGREED - July 2007)
Contacts by Post
Letter was responded to promptly - 84.9%
AGREED (57.1% AGREED - July 2007)
Response to my letter was helpful & polite
- 83.3% AGREED (64.3% AGREED - July 2007)
Information Supplied
Info was what I asked for or needed -
91.6% AGREED (90.2% AGREED - July
2007)
Info was clear & easy to understand - 90.2%
AGREED (88.5% AGREED - July 2007)
Outcome received in a reasonable time - 87.0%
AGREED (83.3% AGREED - July 2007)
Treated fairly & sensitively - 88.1% AGREED
(91.8% AGREED - July 2007)
Overall Satisfaction
Proportion of respondents expressing satisfaction with the
service provided - 84.3%
SATISFIED (85.5% SATISFIED - July 2007)
