Harringay, Haringey - So Good they Spelt it Twice!
Council Tax error
I've been sent a retrospective bill for Council Tax owed last year, which doesn't take into account that my son was a full-time student - a fact I informed them about at the time.
Tried to phone the number given, but there's simply a message saying 'we're too busy to take your call, goodbye.' I've emailed them, but is it possible to actually go into an office and speak to someone? I want to pre-empt them taking the money out of my bank, as I have doubts whether I'll be able to get it back later.
Replies to This Discussion
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Permalink Reply by Gordon T on
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At http://www.haringey.gov.uk/contact/customer-services/contact-custom... you can join the queue - handily you can borrow a book to read while you wait.....
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Hi Maddy
You can go to the library in Woodgreen which is where they are now, No point in phoning as they will ask to to put something in writing so best to have your letter written and take it with you,you have to request a re-calculation on whatever grounds apply...your letter must have the words re-calculation otherwise they will not accept it ,this i know first hand as i am battling with the sme situation. Also there is a 10 week backlog!. Dont forget letter from college/uni.
Hope this helps.
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There's also Marcus Garvey library. They see you there too if you go Wood Green library be there by 8.15
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Permalink Reply by Alan Stanton on
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Can I please suggest, Maddy, that you copy-in your three ward councillors.
When they planned to move Customer Services into the Libraries some people did warn the powers-that-be that this was a risky decision - with potential knock-on impacts for both services.
Naturally we got assurances that having more stuff online and "Channel Shift" to digital would take care of everything.
Predictably it didn't and it doesn't.
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It certainly does 'nt work thats for sure, waiting time is silly , while the staff do try to help i do not feel they have enough experience in dealing with the issues for the people who attend the 'office' like i said previously to Maddy, i have been battling with them since December'16 for an error which is clearly their mistake but there is no sign that this will end anytime soon ,they even managed to loose the written evidence i supplied to back up my query ,which i had sit and wait to have scanned on to my file.
All you get is 'there is a 10 week backlog! but in that time they are at liberty to issue court proceedings for recovery of council tax and i am sure many people potentially risk loosing their homes. Also given it is such a tiny space security is numerous and very abundant? surely it would make more sense to have more well informed advisors and less security. I do know that a lot of the previous staff were offered redundancy but some returned after a very short time?.
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It is so frustrating even when the mistake is blatantly their fault /someones fault they take no blame and are certainly in no hurry to amend their error! Maybe it has something to do with the re-development they are on about at the mo ..ensuring that people get unnecessary fines even evictions from their homes which would lead to people moving from Haringey maybe ? just a thought.
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Permalink Reply by Zena Brabazon on
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Hi Melanie, Anka and Maddy
Please email directly with reference numbers and details of the problems you are encountering. I will take up your cases and chase them. The delays are scandalous and I will do my best for you.
My councillor email is:
zena.brabazon@haringey.gov.uk
Best wishes
ZenaCllr, Harringay Ward
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One-off problems? Or symptoms of a wider/deeper malaise? At present without more evidence, I suggest we can only make guesses.
Even so the examples given may perhaps point to a worrying pattern. For me the warning bells are mentions of delays with phone queues; long waiting times with people queues; errors; lost documents; and apparently a ten week delay in processing claims. Plus the suggestion of some inexperienced staff and of staff being made made redundant but rehired.
It also worries me that, with more integration between the benefits administered by Councils and by Government departments, there's a risk of errors being passed round the system.
But while a small number of individual complaints may not give an accurate overall picture. it's still a a reason for senior managers to ask if there are patterns and possibly some systemic problems.
Maybe they've done this? And maybe some remedial action is currently being taken?
I briefly checked the Council's website and in 2006 there was a Scrutiny Review which did useful work and seemed to have made helpful suggestions. If someone knows of a similar current task group perhaps they can post here about it.
In the meantime rather than tolerate a system which at least on occasions isn't working properly, I'd suggest people raise the issue more formally. With their ward councillors; with MPs; or with the so-called "cabinet" councillors.
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Alan
The examples above are very true i have written evidence from them stating 10 week delay,as for the redundant staff i know someone personally who worked there.I will be seeking help from one of the above people you mentioned, do you have any suggestions as to who would be the best person for the job. Incidentally i have sought advise from C.A.B. but when i mentioned this to the adviser at the council their response was 'They can't tell us what to do'.! That was not the response i expected . Something needs to be done as this is not the service a council should be promoting ..and i am certain i am not the only this is affecting.
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Melanie Allen I'm not doubting your examples. I've heard similar things from other people using these services.
The comment you mentioned about a Haringey staff member and the Citizens Advice Bureau is disappointing. Perhaps they haven't yet realised that the C.A.B. can be a "critical friend" and an ally. They may spot problems and, being an independent agency, are sometimes in a better position to raise this with Haringey.I'd be surprised if - with the pattern of problems that seems to be happening - they haven't already done so.
As for who is the best ward councillor to go to, that depends on your ward. Most have at least one effective councillor. Maybe email all three and politely suggest they allocate your request to whoever knows most about Council Tax problems and the delays in Customer services.
There's another aspect to this which I haven't mentioned in this thread. This is a double problem:
(1) When things aren't done right first time, residents can make repeat calls, visits, send new emails etc. So the work grows. Quite quickly the repeated calls etc are responsible for more work than original queries/requests. (This is sometimes called "Failure Demand". )
(2) The consequences when of bureaucracy fails to tackle a problem in a timely way may lead to the situation getting worse. In extreme cases a mistake in calculation can begin a chain of events where someone is threatened with eviction.
Or/and people may get deep in debt, depressed and feel overwhelmed.
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Thank you for the advice ..i will let you know how i get on.
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