Customer Services
Our customer service team deal with enquiries relating to 32 different service lines across our three partner councils, ranging from missed bins, benefit enquiries and housing enquiries all the way through to planning application enquiries. We also deal with customers face to face in three locations across the districts as well as resolve many of the incoming email queries to each council.
We currently deal with around 300,000 phone calls, 28,000 emails and 18,000 face to face enquiries a year and are proud to have an average customer satisfaction rating in excess of 96%
Council Tax
Our Council Tax team calculates, bills & collects over £320m in Council Tax from 200,0000 households each year. We and our partners work carefully with vulnerable households to ensure payments are fair and affordable and over a number of years we reach up to 99% collection, ensuring that the tax due and collected is available to fund essential public services for the benefit of our local communities
Business Rates
Our Business Rates team calculates, bills and collects over £122m in Business Rates Tax from over 17,000 Businesses ensuring that the tax due and collected is available to fund essential public services both nationally and locally, for the benefit of our communities
Benefits
Our Benefits team calculates and pays £90m in Housing Benefit across 15,000 households and awards over £36m in Council Tax Support across 32,000 households each year. They also award over £800,000 in Discretionary Housing Payments each year alongside processing over 140,000 changes to the benefit claims.
Corporate Income
Our Corporate Income team works without partners to collect over £50m of corporate debt each year across many multiple council services.
Training
Our CIPD-accredited training team delivers a comprehensive suite of training and consultancy services, tailored to meet the unique needs of both internal teams and external clients. We specialise in developing innovative solutions for Revenues, Benefits, and Customer Services, offering a blend of theoretical, practical, and soft skills training. With Level 5-qualified coaches on our team, we collaborate with businesses to create bespoke coaching plans that drive organisational success. Additionally, we provide NVQ and Apprenticeship learning and assessor support.