Charnwood Borough Council

TYPICAL GOVERNMENT BODY... Double Standards, Bully Boy Mail Communication, Phones Lines Queues With long Wait Times!! Complete waste of time trying to speak with a human that has COMMON SENSE!

Good place to go if you need information or help

Paying council tax on time but still saying it’s due. Awful service.

Pathetic excuse of a company who have disappointed us on 3 occasions within the last few months. First time the bin men took our bin away when he was only supposed to empty it then give it back then denied this happening despite our neighbour clearly seeing this happening so we had to be given a new bin which is much smaller. 2nd time they didn’t take our rubbish away or our neighbours which was reported online and the very rude agent on the phone refused to escalate it when my partner called to chase and the bin men never came back until the next bin collection day. Today this is now the 3rd occasion where they haven’t taken our rubbish away but all of our neighbours bins have been emptied. Can you explain why you have raised our council tax if you are just going to keep treating us like this?? Update on this - I have just called after waiting 20 minutes to get through and the woman who answered was extremely unhelpful and just said someone will get back to you and continuously interrupted me which is extremely bad customer service!! I explained I’m going on holiday next week and it needs sorting today but she refused to do anything.

The worst experience

Although I have spoken to some helpful staff members, the Charnwood council tax system is a shambles. I have lived in many areas in the UK and have never had such council tax issues anywhere else. Their website is archaic, none of the links or forms work online. Wait times on the phone are usually excessively long - ~1 hour. The process of applying for single person discount is so unnecessary, it takes months and months for it to be approved, again I've never experience this with any other council. I've tried to sign up for paperless billing with no luck multiple times, I've had letters that have come through weeks late. The issues are endless unfortunately.

Hilda is absolutely useless won’t let me on the housing list like it’s her very own vip guest list to her wedding, would rather a mother live out a car with 3 kids than do anything to help! She shoes people off with false promises of a call back to no avail, Edit”** she stuck with her promises an housed us….. in a crack hostel !!! Whayy don’t lose the faith , hilda don’t disappoint with the lack of care an safety for a family of 4

Im not one to write reviews but I feel i need to now as i have been in a losing battle with charnwood for 2 years, theyre lack of support and empathy is zero, not interested in the slightest about certain tenants or what you have to say or deal with, 1 sided, rude on the phone(asb side) nearly 2 years with no positive outcome. And no duty of care or sympathy for people with mental health. Worse council i have had to endure with

Worse council ever I deal with. Seems they got power so they can do what they want.

Impossible to speak to anyone about council tax

Worst planning department ,unless anyone knows another council worse than C.B.Council. Poor communication Letters/emails unchecked so were addressed by incorrect name. Not interested in upholding planning laws so obviously you can do what you want because C.B.council will do nothing about it.1 star because on this occasion they did turn up. Council rates rising but C.B.council fail to update rates on extensions and changes to property which should alter the band the property is in.

Informative advisors and helpful appointments

Worst customer service ever!!! Wish I didn't have to deal with this company. Sorted my Council tax as soon as I moved in, they did not process of their end now charging lump sum. Applied for single living discount four months ago still haven't applied it. No compassion or care for the people within their community.

Have no idea how to communicate. Got told to send in papers for a council tax discount and now been told as I'm only a part time student I'm not eligible?? I had to ring myself and I sent the papers in October....!! Not happy with the service I'm paying for..

Worst customer service on the phone and at the offices. Not supportive and can be very rude and not understanding your needs or willing to help with my enquiry’s - this happened everytime

Had a problem about council tax payment..upon calling and trying to sort out an issue..the lady on the other end of phone went "above and beyond" to explain and make clear my problem/ issue...Thanks...

Amatorka totalna, kazdy zasłania sie systemami telefonicznymi, pszepisami wewnetrznymi nie otrzymasz zadnej odpowiedzi bo nikt nic nie wie a zetelnej osoby ktora mogła by ci odpowiedziec lub wziasc odpowiedzialnisc za sprawy poprostu niema. Socjalistyczna wylegarnia nierobów!

Went in for a an update on my house, as it was flooded back in January. The women on the front desk wearing glasses and had her hair in a plait, was so rude and abrupt!! I didn’t come in being disrespectful to you! I was just asking a question. No need to be a cow!!!

We continue to have delays with our planning application because of internal errors made. What is most disappointing is that after all the council tax we have to pay, they don't even acknowledge their wrong doing. The rules around planning application don't appear to be consistent too. Extremely frustrating.

Ignored my letters. Ignored my emails. Cost me larger installments because of their own incompetence

Shockingly bad customer service, only out to serve themselves.

I was looking after my partner before his passing Had to give up work to look after him They knew about this I never had anything from the council for over 8 months during the time 3 months later, after my partner's passing, I started receiving letters My £1500 bill I initially owed shot up to over £3500 with various Liability Orders Still struggling to pay and they are constantly hitting me with extra cost

Terrible Service you send emails and they won't respond. Telephone number is not free as all government phone numbers should be. Quick want payments but not good at customer service.

Agree with everyone else here, the council are more than happy to take money from you and are able to promptly send letters/emails/organising legal proceedings but paying staff to answer the phone to the taxpayer is absalutey out of the question? Almost as bad as HMRC, almost....

Pay for settee/bulky waste collection for a set date. No one collected it. The council said there had been an IT issue and it would be collected promptly, up to one week late. Next an email saying it could be up to two weeks but might be sooner. Speak to the council again, no it's definitely going to be two weeks late for collection. Absolutely incompetent. This is a paid for service, not some charity organisation.

Had received council tax information which I needed to discuss when I got there it was closed and said had to have appointment. Why was this not pointed out in letter sent just days before. I was however allowed to speak to someone who , hopefully, is dealing with query for me. Don't see why offices are shut when covid restrictions lifted -not everyone can deal with things on-line. Latest visit July 23 Staff very keen to help and polite. Just found out August 10th staff had not forwarded my documents as requested. Spent most of the day trying to contact someone there. Will be stressed out until problem solved!!!!!!!

I don't actually believe anyone works for Charnwood as no one ever answers phone-calls/emails.

Went for pre booked appointment went straight in even though it was busy.

Great service, thanks. Lisa at the front desk a complete superstar, really supportive and sympathetic.

Your put on hold for about 40 mins to speak to somone. Managed to speak to someone about 10 mins before they closed. Guess what, the staff member said they had bad signal and hung up 🙄😠. We are ringing to pay you more money! And to let you know I am not a full time student anymore and not entitled to the student discount. Terrible service.

Friendly staff and a good service

Received council tax bills despite being exempt. Proceeded to try and get help to prove my student exemption and waited for almost an hour on the phone with no one responding. Absolutely pitiful.

I have been on the phone for 40 minutes and still no answer

Was on the phone for 30 minutes no one picked up shame on you all. I and others pay council tax for your staff how can not be bothered to pick up the phone. !!!!!!!!

it's okay, not much parking

Not been to loughborough for a year due to covid went today very clean the ladybird books benches what a fantastic idea good charity shops pedestrian areas really work felt at easy shopping with my children

Trying to force my elderly grandmother into paying over 200 a month in Council tax. She is supposed to be exempt.

Corruption going on in this council.

The worst council in UK!!!full of incompetent staff!I don't know after what criteria they are hired!

Nice to see all the lights left on at Charnwood Borough Council offices, day and night all through the holiday period, meanwhile street lighting is switched off for most of the night, leaving pedestrians to grope about in pitch darkness, not a good way to encourage people to leave their cars at home.

All the staff are friendly. Helpful and professional. From the staff at reception through to the main management.

Needed help with some tax issues. There was a few minute wait, as the staff were dealing with another customer, but in the end were very helpful and understanding – for my peace of mind even phoned up somebody else to make sure my email arrived.

Just awful. List too long of reasons.

Good service and nice food.

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