Stockton-on-Tees Borough Council

Standards & Targets

We are constantly looking at how we can improve the way we do our work and have set ourselves targets on the standards that you can expect from us. The following are some of our main targets: -

• To answer your telephone calls within 5 rings
• To answer your letters within 10 working days
• To acknowledge your emails within 1 working day
• If you call into our office at Kingsway House with an enquiry you will be seen within 10 minutes of your arrival
• If you call into one of our cash offices with an enquiry you will be seen within 10 minutes of your arrival
• If you call into one of our cash offices to make a payment it will be taken within 5 minutes
• If you make a payment by post or over the telephone it will be processed to your council tax account within 1 working day
• If we need to make changes to your account, we will send you a new bill within 9 working days of the date we receive the information
• To promote the availability for reductions in respect of discounts, exemptions and disabled relief
• To issue any refund requests within 5 working days
• To respond to complaints within 10 working days
• To review every account monthly to determine whether recovery action is appropriate
• To ensure that all bills issued are accurate

We are committed to improving the quality of service delivery and have procedures in place to continuously monitor the service we provide. If you would like to comment on our standards and targets, please contact us via the details shown opposite.