Business Rates: You said - We did

I didn't understand from my bill what I needed to pay and when
The instalment plan has now been moved to a separate area on the bill.

Call additional staff to the Reception when it is busy
We ensure that two members of staff are available every day to provide assistance to the Customer Advisors when they are busy.

There is no privacy at Reception
There are private interview rooms available for Customers and these are now advertised on forms and leaflets, and on the website.

We don't publicise the website
The website address is now on all letters, leaflets, emails and claim forms.

Why did you take a direct debit instalment out of my bank when I had already told you I had moved out?
Customers are advised to cancel their direct debit pending their account being updated.

Why do you only offer one direct debit payment?
There are now three dates for payment.

Why did you send out a recovery notice when I had already contacted you (about a move/difficultly paying/change in circumstance etc)?
Your account would now be suppressed while there is a correspondence awaiting action.

Your phone constantly rings but no one answers
We now have an answerphone advising that lines are busy and giving our email address and a call queuing system.

I took over a new business/moved into a property a while ago and you have now sent me a large backdated bill
We send an 'unrated' letter giving an account number so that Customers can pay something 'on account' until their property is rated.

I was waiting for you to contact me when I made the arrangement to clear my arrears, as I haven't heard anything I haven't paid
As soon as the arrangement is set up on our system a letter is generated advising the terms of the arrangement.

I came without reading glasses and could not read the forms
We now have reading glasses available to use at the Customer Service desk.

I knew nothing about this debt and the baliff has came round. I haven't lived at that address for years
Before taking action on an old debt we contact the Customer one more time to try to get them to take some action first.

You were concerned that vunerable Customers were not getting the help they needed (from the CAB [Citizens Advice Bureau])
We now include contact details for the three main CAB offices in our area on all our bills and recovery documents.

You did not know that your debt would be summoned/passed to the baliff, and that this would result in further costs being added to your debt
We amended the wording of our documents to explain what recovery action would be taken next if you failed to pay an outstanding debt.

You found our leaflet stand difficult to use due to the smoked-perspex. This made it difficult for you to see what the leaflets were.
We replaced the stand with a clear one.

The information provided about direct debits for customers who bank with HSBC is insufficient/not clear enough.
We produced a standard letter to be issued with all bills affected by the problem with HSBC direct debits to ensure everyone receives the necessary infromation.