Our commitment to you

We aim to provide the highest standards of service at all times.

We’re committed to protecting your privacy and following the requirements set out in the Data Protection Act 1998. View our TV Licensing Privacy Policy.

When we need to check whether a household requires a TV Licence, we’ll do so fairly and in the least intrusive way possible.

We aim to process complaints quickly and make sure that all our investigations are thorough and fair.

Our customer service

We aim to deliver the highest standards of customer service.

We’ll be courteous at all times.

We’ll answer all calls, letters and emails quickly and politely. We aim to get it right first time.

We’ll act fairly and consistently towards all customers within the terms of the law and policies governing the TV Licence. Visit Legislation and Policy for more information.

We’ll help customers find the method of payment that suits them.

 

Our enforcement officers

When our enforcement officers visit a property they will:

Prove their identity by showing an identity card. If requested, they’ll also provide a telephone number so the person being visited can confirm the information on the card.

Explain why they are visiting and be polite, courteous and fair.

Enter the property only when given permission. If they’re not given permission, they will end the visit and may use detection equipment. They may apply to court for a search warrant if there is reason to suspect that someone at the address is:

  • watching or recording programmes as they’re being shown on TV or live on an online TV service, or
  • downloading or watching BBC programmes on demand, including catch up TV, on BBC iPlayer without being covered by a TV Licence.

Follow applicable laws, regulations, policies and codes of practice.

Avoid threatening or intimidating behaviour.

Respect people’s rights to privacy and confidentiality.

Stop the visit if asked to leave.

When necessary, conduct a record of interview and ask for a signature to confirm that the notes taken are an accurate account of that interview.

Make sure the person being interviewed knows what consequences may arise as a result of watching or recording live TV programmes on any channel or device, or downloading or watching BBC programmes on iPlayer, without being covered by a TV Licence.

 

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Freedom of Information Act (FOI)

Latest press releases

TV Licensing: New interactive map tackles embarrassment around debt advice
Thu May 24 2018
Embarrassment is a key factor preventing people in financial difficulty asking for help, research has revealed. Being unaware of the help available also contributes to delays in seeking advice.
Problems paying your TV Licence? There's help at hand
Tue Apr 17 2018
TV Licensing is encouraging people in financial difficulties to ask for help if they are struggling to pay for a TV Licence.
New TV Licensing flexible payment plan launched
Mon Apr 09 2018
Since 1 April 2018, the BBC is trialling a new simpler payment plan for the licence fee. The government changed the rules on 9 March 2018 allowing the BBC to introduce this pilot scheme to help people who are struggling to pay or to keep up with payments.

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