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Income Section Service Standards

The Income Section aims to provide support for Sales Invoicing, Bill Payment and Debt Collection services to the University and its funders.

We aim to

  • Listen to you and use your feedback to improve our services.
  • Meet your information needs in an informed, friendly and respectful manner.
  • Communicate with you clearly, accurately and in a timely way.
  • Make timely reminders to customers for payment in accordance with agreed contractual arrangements.
  • Ensure direct debits are collected in accordance with agreed timescales.
  • Consult with all those who have an interest in Income Section processes and services, and to maintain open channels for the receipt of unsolicited comments.
  • Deliver a high level of customer satisfaction rate of our services.

Response Times

Monday to Friday only - where all information is available and accurate

Customer accounts

  • New and amendments
  • S02 – within 24 hours of request
  • Other ledgers – within 48 hours of request

Direct debit instructions

  • System interface – on account next day
  • Bank check – weekly
  • Failures – weekly request to customer for accurate information

Sales invoices

  • System updates – once completed and ready to post – posted and printed next day
  • Requisitions – raised and on account within 24 hours of receipt
  • Late fee invoices 24 hours from request

Credit notes

  • Raised and on account within 24 hours of receipt of requisition

Payments

  • System interface – on account next day
  • Online – on account next day
  • Bank – on account day after bank statement date

Refunds

  • Completed within 4 weeks of initiation date
  • On account day after refund completed though systems

Allocations

  • Payments allocated to invoice – same day as transaction processed on system
  • Credit notes allocated to invoice – same day as transaction processed on system

 

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