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.

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. If there is reason to suspect unlicensed use of TV receiving equipment, they may apply to court for a search warrant.

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, take a statement and ask for a signature to prove that it is an accurate account of the interview.

Make sure the person being interviewed knows what consequences may arise as a result of watching or recording TV without a valid licence.