Why is the council so horrible???

rog2

lady_fuschia wrote:

I don't resent paying council tax at all (and I work for the council too!)
What does bother me is the tone of communications and the fact that they can't seem to get themselves organised.
A few months ago we called up to arrange to pay by weekly installments as opposed to monthly, the lady on the end of the phone explained that this was fine and she would send us out confirmation.
Shhe then went on to say "Oh you'll probably still get nasty letters telling you you haven't paid but just ignore them."
So they actually know and openly admit that they have a left hand/ right hand interface problem!

It also bugs me that every letter I have ever received informing me that I haven't paid (when usually I have) has begun with "despite being reminded previously"- they've obviously been sending out a lot of invisible letters!

Another that really bugged me was when following a non-payment letter that took away my right to pay in installments and demanded full payment, I phoned up to say I had paid, they found the payment on the computer and told me that was fine.

Two days later I received a headmistressy letter telling me that "on this one occasion I am prepared to overlook the violation of agreement and re-instate the agreed installment plan."

Well, gee- thanks...

It would seem that the councils, generally, would benefit from a lesson in how to communicate with people.
The 'You are always wrong - the system doesn't lie' approach understandably gets peoples backs up - I for one do not like being talked to as though I am something the other person has just scraped off of the bottom of their shoe, and I react accordingly.
'We do not appear to have received payment, please check your records and if you have not paid please pay the amount within x days, or advise us of any reason for non-payment, for example financial problems, in order that we may discuss the matter. If, on the other hand, you have already made payment, please confirm payment details and accept our apologies for any inconvenience.'
Certainly better than 'You have not paid, therefore you have lost your right to pay in instalments.'

Gorgeous_George

Indeed. The computer only does what it has been programmed to do. There can be no excuse for hiding behind 'the system'. I believe that even if the computer sends a letter out, there is a signature authorising its sending.

How they expect somebody who cannot afford an instalment to be able to pay the whole amount is beyond me.

Where else do people send a bill for a service that they haven't yet provided?



GG

lynzpower

I could not agree more about letters.

A lot of standard letters that I have seen when working for social services would make your eyes bleed. the tone is tremendously offensive in some that Ive seen, one I refused to sign completely, and retyped a letter along the same lines, just worded better. When I asked could my letter stand aas the standard letter instead, the answer was it has to go to the communications department to look over, adn agree, and fund for the translation of. 12 months later i believe it was accepted.

Anyone who has worked in a council will know exaclt ywhat I mean by this. Huge machinery, and very diffcult to get anything done pronto. Challenging.

lady_fuschia

Wow- I wish there were more people like you drafting letters for the council!
Even most letters from DCA's are more polite than the ones I've had from the council.
I could understand if they got @rsy after they'd already sent a reminder and you ignored it- but its the way you get threatened with the death penalty everytime you're five minutes late paying up. Just a "You were meant to pay, did you forget?" would do at first, surely?

Storm

Thought I'd throw in my one experience of nasty council tax letters! Last December I was moving out of one rented flat into another & contacted the council to square up the council tax bill. There was a fairly small amount owing on it and I sent the cheque off straightaway - unfortunately, being a bit dim at times(!) I transposed two of the number when writing the cheque out - £32.50 instead of £35.20 (grr). Anyway - for £2.70, which a real person would have no doubt spotted as a genuine error the computer sent me a really sh*tty letter threatening court action if I did not immediately settle my arrears!

I think whenever a system becomes automated we lose the politeness that we would like - at the end of the day I didn't take huge offence because I knew it was an automatic letter rather than personal, and unfortunately there are people out there who will only pay the people that shout and threaten the loudest (no-one of MSE of course!) hence horrible letters.

moneymare

And still they come........
Fact is, if people don't want a reminder letter......pay on time. Simple. Its like the 'favourite excuse' of the June - Sept months......I haven't paid because I've been on holiday......!!!

Priceless......

cattie1

I have actually been reduced to tears by a council official who then laughed at me crying, through getting frustrated trying to explain i was in credit, went to citizens advice the lady rang the council-who admitted to her it was a mistake on their part, so lady told council they must send me a written apology ..."oh no we are unable to do that i'm afraid"-I never got an apology and the lady was fuming (as well as me) by the poor service recieved.
moneymare people are trying to explain that most of us have paid on time but have received these "automated letters" despite that!

cattie1

I meant to add, it's funny that they can send these nasty letters out but "don't have the facilities or time" to send out written apologies!

moneymare

Well from personal experience, I can tell you that in this dept, it is impossible to send out a reminder letter (or worse) on an account that is up to date.........The authority which is responsible for your bills must have a very strange system.

rog2

cattie1 wrote:

I meant to add, it's funny that they can send these nasty letters out but "don't have the facilities or time" to send out written apologies!

Whilst I agree totally with what you are saying, I think that "funny" may not be the best choice of word in that it certainly does not make ME laugh.:mad: :mad: