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Our performance

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Customer Service Excellence

Revenues and Benefits Services continues to be successful in meeting the government Customer Service Excellence standard. We've held this award for over 20 years, and it recognises our ongoing commitment to customer satisfaction and the high quality, customer-focussed service which the people of Middlesbrough have a right to expect.

Our performance - 2020-2021

Criteria Performance target 1 April 2018 to 31 March 2019 1 April 2019 to 31 December 2019 1 April 2020 to 31 November 2020
New claims - Housing Benefit 26 days 28 days 19 days 18.44 days
New claims - Housing Benefit / Council Tax Reduction 30 days 29 days 26 days 22.15 days
Changes in circumstances - Housing Benefit 13 days 5 days 6.3 days 3.69 days
Changes in circumstances - Housing Benefit / Council Tax Reduction 17 days 14 days 6.57 days 4.15 days

Housing Benefit overpayments

30% 27.79% 17.85% 11.91%

Council Tax collection

94.3% 92.58% 77.93% 68.43%
Business Rates collection 96.3% 98.79% 82.91% 73.51%

Customer feedback - online forms

Form name July 2020 to November 2020 January 2019 to July 2020 January 2018 to January 2019

All revenues and benefits online forms

4/5 - decrease in satisfaction

4.3/5

4.3/5

Benefits - appeal or request for a review

3.6/5 - decrease in satisfaction

3.9/5

3.5/5

Benefits - application for financial support with moving house

5/5 - no change

5/5

1.7/5

Benefits - cancel a benefit

4.4/5 - decrease in satisfaction

4.5/5

4.2/5

Benefits - change of address for Housing Benefit and Council Tax Reduction

4.3/5 - increase in satisfaction

4.2/5

4.1/5

Benefits - change of capital

5/5 - no change

5/5

3.3/5

Benefits - change of household

3.7/5 - decrease in satisfaction

3.8/5

4/5

Benefits - change of Income

4.6/5 - increase in satisfaction

4.4/5

4.1/5

Benefits - Discretionary Housing Payment

4.2/5 - decrease in satisfaction

4.3/5

4.1/5

Benefits - general enquiry, other change in circumstances, and evidence upload

4.2/5 - decrease in satisfaction

4.3/5

4.2/5

Benefits - notional income

4.8/5 - increase in satisfaction

4.2/5

4.3/5

Benefits - backdated benefit request

3/5 - decrease in satisfaction

4/5

4.3/5

Benefits - overlapping benefit request

4/5 - decrease in satisfaction

4.5/5

4.4/5

Benefits - self-employed

3/5 - decrease in satisfaction

4.2/5

4.2/5

Benefits - extended payment period claim (starting work)

4.3/5 - no change

4.3/5

4.5/5

Council Tax - severe mental impairment discount application

2/5 - decrease in satisfaction

2.6/5

4/5

Council Tax - student exemption application

3.9/5 - no change

3.9/5

4.1/5

Council Tax online payment

4.5/5 - no change

4.5/5

4.4/5

Revenues - general enquiry, other change in circumstances, and evidence upload

4/5 - increase in satisfaction

3.7/5

3.6/5

Customer feedback - services

Overall satisfaction - 2020

How did you find the service you received today?

  • Excellent - 90.14%
  • Good - 6.34%
  • Average - 0.70%
  • Poor - 2.82%

Satisfaction by service area - 2020

Service

Excellent

Good

Average

Poor

Benefits only

92.31%

6.15%

0%

1.54%

Revenues only

82.35%

9.80%

1.96%

5.88%

Revenues and Benefits (joint service)

100%

0%

0%

0%

Housing Benefit overpayments

100%

0%

0%

0%

Community Support

100%

0%

0%

0%

Overall satisfaction - 2019

How did you find the service you received today?

  • Excellent - 90%
  • Okay - 10%
  • Poor - 0%

Improvements to our services

Resource on our phone lines

Following feedback on our surveys and in complaints, we've been working hard to improve the service customers get when they phone us. Over the last year, at times our phone lines have been exceptionally busy. We've recruited intensively since November 2019, and tried to increase the resource available to deal with incoming calls (more recently about coronavirus-related grants). However, there have still been times where the number of incoming calls has outweighed the number of staff available. We're clearly advertising our quieter times to customers, so they can call when there's more likely to be a staff member available to help them, as well as promoting the use of online forms to make enquiries and send evidence (for example on our contact us page).

Website

Following feedback on our surveys and in complaints, we've made improvements and additions to our council website pages. We've added a lot of additional content to advertise and explain the various new coronavirus grants we administer, as well as making updates to existing pages to make them clearer and easier to use.

Compliments and suggestions

Your comments and suggestions are important to us. If you'd like to compliment us on our service or have any suggestions on how we may improve the service we provide, you can use our online complaints and feedback form.

Complaints

If you have a problem please speak to us first as many difficulties can be cleared up easily. If you're still not satisfied, you can use the complaints procedure. The easiest way to make a complaint us by using the online complaints and feedback form.

Find out more about the complaints procedure.