We aim to provide the highest standards of service at all times.
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.
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.
When our visiting officers visit a property they will:
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.
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:
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 BBC iPlayer, without being covered by a TV Licence.