Council tax service standards

• We process changes to accounts within 10 working days of receiving all necessary information.
• We process applications for discounts and exemptions within 10 working days of receiving all necessary evidence.
• We respond to all enquiries within 10 working days.
• We acknowledge all complaints within two working days and provide a full response within 10 working days.
• We answer telephone calls within 15 seconds.

If you think we have not met our standards

Please call us on 020 8690 9666.

Help us to improve our service

Your feedback helps us to improve services and learn from where things have gone wrong. You can give us your feedback in a number of ways.

Online

Give feedback online. If you register, you can keep track of the progress of your feedback. Alternatively, you can remain anonymous.

By telephone

Tel: 020 8690 9666 to speak to a revenues member of staff.

In writing

Please send us a letter to the following address: 

Your Feedback, Lewisham Council, Laurence House, Catford SE6 4RU.

This is a freepost address.

Service performance figures for October 2018

Percentage of account changes processed in 10 working days

• 94% (target 90%). Year to date: 93%

• 2017–18: 92% (target 90%)

Percentage of discount/exemption applications processed in 10 working days

• 91% (target 90%). Year to date 93%

• 2017–18: 89% (target 90%)

Percentage of enquiries responded to in 10 working days

• 87% (target 90%). Year to date 83%

• 2017–18: 85% (target 90%)

Percentage of complaints responded to in 10 working days

• 94% (target 90%). Year to date 90%

• 2017–18: 89% (target 90%)

Percentage of telephone calls answered within 15 seconds

• 55% (target 80%). Year to date 61%

• 2017–18: 74% (target 80%)