Council Tax - Service Standards and Performance Outcomes
Service Standards
Use the link below to view Council Tax Service Standards for 2010/2011.
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Get help accessing files or request files in alternative formatsPerformance Outcomes
February 2011
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
97.5% |
97.5% at the same time last year |
| Telephone Calls Answered |
Less than 15% of calls abandoned |
6% |
|
| Correspondence Answered |
Within 10 working days |
98% |
January 2011
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
96.1% |
95.7% at the same time last year |
| Telephone Calls Answered |
Less than 15% of calls abandoned |
12% |
|
| Correspondence Answered |
Within 10 working days |
98% |
December 2010
|
Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
87.09% |
86.8% at the same time last year |
| Telephone Calls Answered |
Less than 15% of calls abandoned |
12% |
|
| Correspondence Answered |
Within 10 working days |
99% |
November 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
77.6% |
77.5% at the same time last year |
| Telephone Calls Answered |
Less than 15% of calls abandoned |
9% |
|
| Correspondence Answered |
Within 10 working days |
98% |
October 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
68.1% |
68.1% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
14.2% |
|
| Telephone Calls Answered |
Less than 15% of calls abandoned |
13% |
|
| Correspondence Answered |
Within 10 working days |
98% |
September 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
58.8% |
58.7% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
24.7% |
|
| Telephone Calls Answered |
Less than 15% of calls abandoned |
16% |
|
| Correspondence Answered |
Within 10 working days |
98% |
August 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
48.9% |
49.0% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
21.2% |
|
| Telephone Calls Answered |
Less than 15% of calls abandoned |
15% |
|
| Correspondence Answered |
Within 10 working days |
99% |
July 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
39.8% |
39.8% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
16.6% |
|
| Telephone Calls Answered | Less than 15% of calls abandoned |
12% |
|
| Correspondence Answered |
Within 10 working days |
81% |
June 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
30.6% |
30.65% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
12.7% |
|
| Telephone Calls Answered | Less than 15% of calls abandoned |
15% |
|
| Correspondence Answered |
Within 10 working days |
98% |
May 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
21.5% |
21.6% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
7.3% |
|
| Telephone Calls Answered | Less than 15% of calls abandoned |
18% abandoned |
Abandoned calls higher than they should be due to system fault |
| Correspondence Answered |
Within 10 working days |
98% |
April 2010
| Performance Measure |
Target |
Outcome |
Comments |
|---|---|---|---|
| Collection of Council Tax |
Annual Target 97.9% |
12.2% |
12.3% at the same time last year |
| Collection of Council Tax Arrears |
Annual Target 35.6% |
3% |
|
| Telephone Calls Answered | Less than 15% of calls abandoned |
12% abandoned |
|
| Correspondence Answered |
Within 10 working days |