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Our performance

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 - 2019/20

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

Housing Benefit overpayments

30% 27.79% 17.85%

Council Tax collection

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

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.


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.