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FOI request : Process recovery of Council tax

C Walker-Bates made this Freedom of Information request to Haringey Borough Council

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Dear Haringey Borough Council,

I would like to make an FOI request on a detailed breakdown of the recovery process for Council tax beyond the information supplied on your website (http://www.haringey.gov.uk/index/advice_...).

Specifically I would like to request information also on the following
1) The number of council tax accounts between 2012-2014 that have been set up by different owners for the same property / dwelling
2) whether there are any costs incurred from changing ownership of a council tax account/account(s) that belong to the same dwelling
3) the number of complaints or mishandling issues received due to multiple accounts set up to the same property/dwelling
4)Recovery process - please detail how exactly that is handled i.e. please provide an internal instruction of the steps taken to escalate a recover
5) the number of reminder notices in 2013-2014 that have been sent to accounts that have been closed, sent not to the dwelling/property address but to a forwarding address, and how many reminders were sent
6)the number of final notices in 2013-2014 that have been sent to accounts that have been closed, sent not to the dwelling/property address but to a forwarding address, and how many reminders were sent
7) the time required between a final notice and a court summons.

Yours faithfully,

Mr C Walker-Bates

Tobin Kim, Haringey Borough Council

2 Attachments

  • Attachment

    Freedom of Information request Process of handling council tax requests.txt

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  • Attachment

    Freedom of Information request FOI request Process recovery of Council tax.txt

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Dear Mr Walker-Bates

 

Freedom of Information / Environmental Information Regulations Request:
Reference LBH/2659614

 

I acknowledge your requests for information received on 03 February 2014. 
This information request will be dealt with in accordance with the Freedom
of Information Act 2000 / Environmental Information Regulations and we
will send the response by 03 March 2014.

 

If you have any questions, please contact us on 020 8489 2550 or
[email address].

 

Yours sincerely

 

 

 

Kim Tobin

Feedback Response Officer

 

Haringey Council

River Park House, 225 High Road, London N22 8HQ

 

020 8489 2517

 

[email address]

 

www.haringey.gov.uk

 

twitter@haringeycouncil

 

facebook.com/haringeycouncil

 

Please consider the environment before printing this email.

 

 

This email and any files transmitted with it are confidential, may be
subject to legal privilege and are intended only for the person(s) or
organisation(s) to whom this email is addressed. Any unauthorised use,
retention, distribution, copying or disclosure is strictly prohibited. If
you have received this email in error, please notify the system
administrator at Haringey Council immediately and delete this e-mail from
your system. Although this e-mail and any attachments are believed to be
free of any virus or other defect which might affect any computer or
system into which they are received and opened, it is the responsibility
of the recipient to ensure they are virus free and no responsibility is
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CS Development Inbox, Haringey Borough Council

1 Attachment

 

Dear Mr Walker-Bates,

Re: Freedom of Information Act Request ref: LBH/2659614

 

Thank you for your request for information received on 03 February 2014,
in which you asked for the following information:

 

Please give an account of the number of enquiries made to
[1][email address] that have been 1) answered 2) not responded
to in from 2013 to today - please provide a monthly breakdown and the
nature of these requests.

 

Specifically please provide clarification of 1) the number of days taken
to handle a response and the mean time taken to respond to requests 2) the
time ensured within the department to handle such responses 3) the level
of staff employed and the training provided to handle such responses and
4) the number of staff by month breakdown assigned to handle these
requests.

 

Please also provide the number of council tax requests that have been made
that is due to mishandling / appeal by local residents that have been 1)
answered and 2) not handled.

 

I would be grateful for a detailed breakdown of how this is handled within
the department and any improvements that have been made since 2013.

 

I would like to make an FOI request on a detailed breakdown of the
recovery process for Council tax beyond the information supplied on your
website
([2]http://www.haringey.gov.uk/index/advice_...).

 

Specifically I would like to request information also on the following:

1) The number of council tax accounts between 2012-2014 that have been set
up by different owners for the same property / dwelling

2) whether there are any costs incurred from changing ownership of a
council tax account/account(s) that belong to the same dwelling

3) the number of complaints or mishandling issues received due to multiple
accounts set up to the same property/dwelling 4)Recovery process - please
detail how exactly that is handled i.e. please provide an internal
instruction of the steps taken to escalate a recover

5) the number of reminder notices in 2013-2014 that have been sent to
accounts that have been closed, sent not to the dwelling/property address
but to a forwarding address, and how many reminders were sent 6)the number
of final notices in 2013-2014 that have been sent to accounts that have
been closed, sent not to the dwelling/property address but to a forwarding
address, and how many reminders were sent

7) the time required between a final notice and a court summons.

 

 

My response is as follows:

 

1.    The number of emails received from 1 April 2013 to the current date
that have been processed is 44,208. The nature and number of each request,
as well as the time taken to respond is set out  below.

 

 

Process Average Time No. of Processes
CTX Email - Recovery Arrangement 13 days  8 hours  52 386
Request minutes
CTX Email - Bankruptcy 18 days  22 hours  48 32
minutes
CTX Email - Change of Liability 7 days  16 hours  4 16,321
minutes
CTX Email - Arrangement Request 5 days  14 hours  9 520
minutes
CTX Email - Deceased Exemption 4 days  4 hours  33 73
minutes
CTX Email - Discount 8 days  9 hours  21 221
minutes
CTX Email - Empty & Unfurnished 12 days  6 hours  14 2,932
minutes
CTX Email - Exemption 9 days  10 hours  33 335
minutes
CTX Email - General Enquiry 13 days  2 hours  52 15,771
minutes
CTX Email - Payment Method 4 days  16 hours  48 526
minutes
CTX Email - Refund 9 days  15 hours  7 1,594
minutes
CTX Email - Recovery Query 14 days  5 hours  45 2,050
minutes
CTX Email - Single Person Discount 7 days  22 hours  48 1,711
minutes
CTX Email - Student Discount / 7 days  18 hours  14 1,035
Exemption minutes
CTX Email - Undeliverable 9 days  13 hours  40 690
minutes
CTX Email - Disabled Reduction 11 days  21 hours  7 11
minutes
44,208

 

 

2.    We endeavour to deal with enquiries as soon as possible and
prioritise together items of mail and other customer enquiries.

3.    All council tax staff from officer level are trained to respond to
queries, as categorised in the above table, whether they be by telephone,
email or written correspondence.   

4.    Staff are not assigned by month to handle certain requests. Work is
allocated, through our workflow system, by managers. It very much depends
on workload at any particular time as to which work is allocated and
prioritised.

 

As you can see from the above table there is not a work category for
“mishandling” and therefore the data is not held in the format requested.

 

In respect of your second request regarding the Recovery process my
response is as follows:

 

1.    Liability for Council Tax is based on the hierarchy of liability
which is contained in Section 6 of The Local Government Finance Act 1992.
Liability is not based on the ownership of the property and therefore the
information you require is not held in the format requested.

2.    There are no costs incurred from changing ownership of a Council Tax
account.

3.    For the same reasons given in the answer to question 1 the
information is not held in the format requested.

4.    Please see the attached PDF document which provides a flowchart in
respect of recovery.

5.    The data is not held in the format requested. Reminders are not
broken down into open/closed accounts or those sent to away addresses.

6.    The data is not held in the format requested. Final Notices are not
broken down into open/closed accounts or those sent to away
addresses.       

7.    Under the Council Tax (Administration and Enforcement) Regulation
1992 the minimum number of days between the a final notice and a court
summons is 7.    

 

 

 

If you have any further queries, or are unhappy with how we have dealt
with your request and wish to make a complaint, please contact the
Feedback and Information Team as below. (Please note you should do this
within two months of receiving this response.)   

 

Feedback and Information Team

River Park House

225 High Road

N22 8HQ

Telephone: 020 8489 2550

Email: [3][email address]

 

 

Yours sincerely,

 

Mick Bradburn

Senior Practitioner

 

Haringey Council

P.O Box 10505, Wood Green, London N22 7WJ

 

 

T:020 8489 2853

[4][email address]

 

[5]www.haringey.gov.uk

twitter@haringeycouncil

facebook.com/haringeycouncil

 

 

Please consider the environment before printing this email.

 

 

 

From: Tobin Kim
Sent: 03 February 2014 16:10
To: '[FOI #195796 email]'
Subject: Council Tax FOIs LBH/2659614

 

Dear Mr Walker-Bates

 

Freedom of Information / Environmental Information Regulations Request:
Reference LBH/2659614

 

I acknowledge your requests for information received on 03 February 2014. 
This information request will be dealt with in accordance with the Freedom
of Information Act 2000 / Environmental Information Regulations and we
will send the response by 03 March 2014.

 

If you have any questions, please contact us on 020 8489 2550 or
[6][email address].

 

Yours sincerely

 

 

 

Kim Tobin

Feedback Response Officer

 

Haringey Council

River Park House, 225 High Road, London N22 8HQ

 

020 8489 2517

 

[7][email address]

 

[8]www.haringey.gov.uk

 

twitter@haringeycouncil

 

facebook.com/haringeycouncil

 

Please consider the environment before printing this email.

 

 

This email and any files transmitted with it are confidential, may be
subject to legal privilege and are intended only for the person(s) or
organisation(s) to whom this email is addressed. Any unauthorised use,
retention, distribution, copying or disclosure is strictly prohibited. If
you have received this email in error, please notify the system
administrator at Haringey Council immediately and delete this e-mail from
your system. Although this e-mail and any attachments are believed to be
free of any virus or other defect which might affect any computer or
system into which they are received and opened, it is the responsibility
of the recipient to ensure they are virus free and no responsibility is
accepted for any loss or damage from receipt or use thereof. All
communications sent to or from external third party organisations may be
subject to recording and/or monitoring in accordance with relevant
legislation.
______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

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8. http://www.haringey.gov.uk/

We don't know whether the most recent response to this request contains information or not – if you are C Walker-Bates please sign in and let everyone know.