Council Tax Communication

Alan Rice made this Freedom of Information request to North Somerset Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn rhannol lwyddiannus.

Dear North Somerset Council,

For both Council Year 2014/15 broken down by quarter and the first quarter of 2015/16:
(a) What was the total number of queries NSC received regarding Council Tax during the period?
(b) How many of those queries related to the inability to pay (1) the full charge and (2) the reduced amount for those eligible for support?
(c) In both cases how many of the initial queries were through the (1) NSC website, (2) by direct e-mail, (3) by telephone, (4) by letter and (5) in person?
(d) For each method of communication how many clients were satisfied by the first response by NSC, how many clients required a series of conversations to be satisfied, how many clients remained unsatisfied and how many clients simply gave up before a conclusion was reached?
(e) How many are registered on the online Council Tax system and how many have experienced problems in registering or password difficulties? In both cases how many are aged 60 or over?
(f) How many complaints have been received on failure to get through by telephone and what is the average and the longest waiting time to answer?
(g) What is the average and longest response to e-mails and to letters?
(h) How many clients initially assessed for Full Council Tax were found to be eligible for Council Tax Support?
(i) How much officer time was spent on queries on Council Tax totally and how much was spent on Council Tax Support specifically? What is the financial cost to the Council of the officer time both totally and on Council Tax Support?
(j) For 2014-15 what is the total cost and the average cost of legal and bailiff fees on recovery of non-payment of Council Tax both to those eligible for the full charge and those on Council Tax Support?
(k) How much Council Tax remains uncollected both for Full Council Tax and those eligible for Council Tax support?

Yours faithfully,

Alan Rice

North Somerset Council


Information request
Our reference: 961196



Dear Mr Rice
Freedom of Information Act 2000
Thank you for your request under the Freedom of Information Act 2000.
Your request has been allocated reference 961196 and we will respond by
the 20th working day which is on 30 June 2016. Please quote this reference
in any correspondence with us relating to this matter.
Yours sincerely
Elsa Heath
Information Governance Trainee
North Somerset Council
Legal and Democratic Services
Tel: 01934 634609
Email: [email address]
Web: [1]


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Lynsey Wilson, North Somerset Council

1 Atodiad

Information request
Our reference: 961196


Dear Mr Rice
Thank you for your request for information received on 2 June 2016.
Please find attached our response to your request.
Yours sincerely
Lynsey Wilson
Contract Monitoring Officer
North Somerset Council
Tel: 01275 885117
Email: [email address]
Web: [1]

In line with the Freedom of Information Act (2000) and the Freedom of
Information and Data Protection (Appropriate Limit and Fees) Regulations
2004, the Council reserves the right to charge for disbursements, such as
photocopying and postage. However, on this occasion no fee will be

Please note that the Freedom of Information Act only provides you with a
right of access to recorded information. Any information subject to
copyright will continue to be protected by the Copyright Designs and
Patents Act (1998). This includes information which is copyright of the
council. Disclosure of any information by the council to you does not
provide you with any rights to use or distribute the information in breach
of any copyright.

North Somerset Council now considers that it has complied with your
request. However, you have a right to appeal if you are dissatisfied with
our response. Requests for an internal review must be made in writing
within 40 calendar days of the response being issued to the requester.
When requesting an internal review, please include your reference number,
the date of your original request and your contact details. Please also
include an explanation of why you are dissatisfied with our response.
Requests for an internal review should be sent to:

Information Governance Team
North Somerset Council
Town Hall
Walliscote Grove Road
BS23 1UJ

or emailed to [2][North Somerset Council request email]

If you are not satisfied with the outcome of our internal review you can
then contact the information commissioner’s office:

telephone: 0303 123 1113
email: [3][email address]
address: Information Commissioner’s Office
 Wycliffe House
 Water Lane
 SK9 5AF

NOTE: Please do not edit the subject line when replying to this email.


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