Stockton-on-Tees Borough Council

Service Improvements

Your comments really do count. What you tell us helps us to improve the service we give to you.

As a result of what you said we have:

• Centralised our Cashiering service, allowing payment of all Council bills at our three offices, including Council Tax and Housing Rent.
• Completely redesigned the Council Tax bills, information leaflets and letters that we send to you.
• Improved our joint working and training arrangements with staff from Stockton Benefits Service, especially in relation to complaints and complex enquiries. There has also been a series of one day 'exchange visits' between Taxation and Benefits staff.
• Provided staff with addition training on matters such as customer care, telephone techniques, complaints and making affordable payment arrangements.
• Take payments via debit card and credit card over the telephone helpline (397108)
• Improved our system for dealing with bad payers.
• Introduced a system that allows customers to viewing their account online, update a change of address online and receive bills by email.
• Improved our telephone welcome message