Ref

Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

Council House Rent Service

Council House Rent Collection and Recovery

The Service Provider shall ensure that amounts of Council House Rent collected by it on behalf of the Authority are collected and recovered as follows.  The Service Provider shall:

•  use the most cost-effective18, secure and timely methods of collection including use of direct debit;

•  offer payment methods which are simple and cheap for tenants to use including web-based, telephone and Direct Debit;19

•  Failure to provide a specified payment method for longer than [♦].

•  action requests from the public for changes in payment method and issue revised documentation and a bill to the relevant person at the correct address within [X] days of request;

•  More than [♦]% of cases late in any [♦] period.

•  provide to the Authority an accurate schedule of names and addresses of persons paying by Direct Debit within [X] days of [insert date] of each year;

•  Schedule not delivered on time and/or inaccurate due to failure by Service Provider to comply with its obligations under this Agreement.

•  identify and verify overpayments of Council House Rent prior to refunding accounts or transferring any overpayment to a new account if the payer is moving within the Authority Area;

•  [♦]% or more overpayments are not verified and/or inaccurate.

•  action refunds within [X] days of an overpayment being identified;

•  More than [♦]% of cases late in any [♦] period.

•  return post dated cheques that are not reasonably acceptable with an explanation within [X] days of receipt;

•  More than [♦]% of cases late in any [♦] period;

•  [♦] or more complaints from members of the public in a [♦] period in relation to this issue.

•  notify payers of Council House Rent of dishonoured cheques or other failed payment method and request a replacement payment within [X] days of notification of failure;

•  More than [♦]% of cases late in any [♦] period.

•  comply with the Council's [Customer Care Charter] in all respects including in respects of tenants in arrears;

•  20

•  improve the overall Council House Rent arrears position of the Authority year on year by [X]%;

•  Failure to meet target in any Authority Financial Year [pro-rated for first and last Contract Year].

•  monitor all arrears both pre and post court action;

•  Monitoring reports to Authority contains material inaccuracies and/or are incomplete.

•  supply to the Authority a comprehensive annual recovery plan and timetable within [X] days of the commencement of each Authority Financial Year;

•  Plan and/or timetable is delivered up to [♦] days late;

•  Plan and/or timetable is delivered more than [♦] days late.

•  liaise with the relevant court in respect of possession proceedings including booking court times;

•  as appropriate administration of all matters necessary to enable the court to issue:

•  an order to clear arrears;

•  eviction warrant;

•  County Court judgement.

•  prepare accurate and comprehensive documentation in respect of any relevant court proceedings within [X] days of the relevant hearing;

•  Service Provider prepares relevant documentation late.

•  account to the Authority for any court costs received by the Service Provider within [X] days of their award.

•  More than £[♦] in a [month] is transferred late;

•  Service Provider does not pay all or relevant amount with [♦] days of due date.

The Service Provider shall ensure that [all] funds received by it in respect of Council House Rent are transferred to the Authority by means of [X]21 within [X] days of receipt

•  More than £[♦] in a [month] is transferred late;

•  Service Provider does not pay all or relevant amount with [♦] days of due date.