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Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

Council House Rent Billing

The Service Provider shall ensure timely and accurate issue of all bills to persons liable to pay Council House Rent within the Authority's Area, including (without limitation):

•  main annual billing (including bills and payment booklets) to be completed and posted by [insert date] of each Authority Financial Year;

•  More than [♦]% of annual bills posted more than [♦] days late;

•  More than [♦]% of all annual bills posted more than [♦] days late17;

•  More than [♦]% of all annual bills inaccurate due to failure by Service Provider to comply with the provisions of this agreement.

•  producing revised bills within one day and payment booklets (or as the case may be revised direct debits) within one week of being notified there has been a change of circumstances in relation to any person liable to pay;

•  Revised bills, direct debits and/or payment booklets issued late on [♦]% all occasions;

•  More than [♦] complaints received from public regarding slow service in this respect over a monthly period.

•  ensuring that all bills referred to above and despatched net of all known relevant reductions, exemptions, discounts and benefits wherever entitlement is known to the Service Provider to exist.

•  More than [♦]% of all bills inaccurate;

•  More than [♦] complaints received from public in relation to inaccuracies in this respect in relation to a [♦] month period.