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.
  • 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
  • Within 48 hours of request

Sales invoices

  • System updates – once service request is created invoice is raised in People and Money and emailed to customer on the same day (if request created before 3pm)

Sales invoice credits

  • Raised and on account within 48 hours of receipt of credit memo

Payments

  • MyFinance payment channel – on account same day
  • Online payments – on account next day
  • Direct bank transfer – 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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