TV Licensing

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.

Respecting our staff

• Our role is to help ensure you have a TV Licence, when it’s required by law.
• We ask that you treat our staff in the same way you would wish to be treated.
• Aggressive or abusive behaviour won’t be tolerated.

Our visiting officers

When our visiting officers visit a property they will:

Confirm they are at the correct address and speaking with a responsible person.

Prove their identity by showing an identity card. If requested, they’ll also provide a phone number so the person being visited can confirm the information on the card. This service is available up until 6.30pm Monday – Friday.

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

Enter the property only when given permission.

In certain circumstances, officers may request for a detection visit be made, or apply to Court for a search warrant, if there is reason to suspect someone at the address is:

• watching TV on any channel, like BBC, ITV, Channel 4, Dave and international channels
• watching TV on a pay TV service, like Sky, Virgin Media and BT
• watching live TV on a streaming service, like YouTube and Amazon Prime Video
• using BBC iPlayer*

This includes recording and downloading. On any device.

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

Respect people’s rights to privacy and confidentiality.

Stop the visit if asked to leave.

When necessary conduct a record of interview under caution, and ensure the interviewee is aware of the potential consequences of watching live on any channel, TV service or streaming service, or using BBC iPlayer* on any device, without being covered by a TV Licence.

Respecting our staff

• Our role is to help ensure you have a TV Licence, when it’s required by law.
• We ask that you treat our staff in the same way you would wish to be treated.
• Aggressive or abusive behaviour won’t be tolerated.