This tells you what standards of service you can expect from us and how to give us feedback on our performance.
Our services
- Collection of council tax and business rates
- Collection of fees and charges
- Council tax benefit
- Housing benefit
- Concessionary bus passes
- Benefit fraud investigation
- Investments and borrowing
- Accountancy, income and payments services
- Audit and corporate performance
- Insurance
We aim to:
- Collect local taxes, fees and charges efficiently and fairly
- Administer housing and council tax benefit efficiently, fairly and securely
- Ensure financial propriety in all that the Council does
- Improve services and business performance through the use of IT
- Administer the Council's concessionary bus pass scheme efficiently and fairly
- Provide a range of financial services which help the Council to maximise use of its financial resources and ensure its financial stability
- Ensure the Council maintains effective internal control and performance management arrangements
Our commitment to customers
- To provide good value, efficient and effective services to all our customers
- To provide services that everyone can use and to make our premises and information as accessible as possible
- To ensure our premises are clean, comfortable, smoke-free and well signposted
- To treat everyone fairly and respect their privacy
- To be open, honest and accountable for our actions
- To consult and listen to our customers
- To strive for continuous improvement in our services and processes
General Standards
Our staff will:
- Be helpful, polite and professional when dealing with customers
- Wear name badges when dealing with customers
- Provide a private interview room if requested
- Arrange a convenient date and time for meetings or appointments
- Show an official identity badge without being asked if they need to make a home visit
- Try to deal with your enquiry or complaint straight away. If the person you need to speak to is not there, they will contact you as soon as possible
- Answer the phone within 20 seconds and return phone messages within 1 working day
- When we need to use answer phones, messages will be checked regularly
- Answer your letter, fax or email within 7 working days using plain English and avoiding jargon. If the response is likely to take longer an acknowledgement will be sent confirming when you can expect a reply
- Apologise if we are at fault and do their best to put things right
- Respond to Freedom of Information requests within 20 working days
Our information will be:
- Clear, up to date and accurate
- Available in a range of formats and languages on request
Council tax/business rates collection
We will:
- Inform you each year of your annual Council Tax/Business Rate liability and provide details of how to pay, discounts, other entitlements and your rights of appeal
- Advise you if your account falls into arrears
- Make arrangements wherever appropriate to help you pay back you Council Tax/Business Rates arrears over an agreed period
Council tax/housing benefit
We will:
- Determine all applications for benefit within 36 days of receiving your claim
- Determine all completed applications within 14 days of receipt of all necessary information
- Process your change of circumstances within 14 days of you notifying us
- Inform you of how your claim has been determined and your rights of appeal
- Provide a contact name and direct dial number on our letters
Concessionary bus passes
We will:
- Process all valid applications for free bus passes within 5 days of receiving them
Benefit fraud investigation
We will:
- Investigate all reports of benefit fraud promptly, fairly and confidentially
Other financial services
We will:
- Pay our suppliers within 30 days of receiving their invoice
- Publish details of the Council's budget and accounts by the end of July each year
- Publish a statement of internal control by the end of July each year
- Make personal visits in special circumstances to deal with enquiries or resolve problems
- Send out a performance summary to all council tax payers each year
What do you think?
We are always looking for ways to improve our services and are keen to hear our customers' views.
Write to us:
Director of Finance and Community Services
3A Fisher Street
Lewes BN7 2DQ
Visit us at:
4 Fisher Street, Lewes
We are open Monday to Thursday 9.00am to 4.45pm and until 4.15pm on Friday
Telephone us:
Local Taxation/Benefits - 01273 471600
Minicom - 01273 484488
Fax us:
01273 484073
Email us:
localtax@lewes.gov.uk or benefit@lewes.gov.uk
Visit our Finance web pages:
www.lewes.gov.uk/council/9842.asp
Would you like this information in another format?
This information can be made available in printed format, large print, on audio tape or disk or in another language upon request. Please contact us on 01273 484141 or email: lewesdc@lewes.gov.uk
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