AFFORDABLE HOUSING OFFICE -- Affordable Housing Office Home Page
- Hillsborough County Affordable Housing promises to keep any appointments we make with you at our office, your office or residence. If for some reason we can’t keep an appointment, we promise to contact you, reschedule the appointment, and follow up with an apology letter.
- If this guarantee is not met, you may contact Howie Carroll, the Affordable Housing Officer, at 274-6695
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AGING SERVICES -- Aging Services Home Page
- Vendor suppliers who provide community-based services such as home and personal care to the elderly will seek to miss none of their scheduled visits to our department’s clients. If vendors do miss any visits, they will be expected to reimburse the County.
- In order to track any missed services, a monthly report will be generated based on information from customer complaints and given to vendors.
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ANIMAL SERVICES -- Animal Services Home Page
- If we pick up your registered, microchipped pet and do not attempt to notify you within one business day that your pet is at the shelter, Animal Services will waive your pet’s boarding fees. The microchip registration information must be up to date with the correct address and telephone number.
- Your rabies registration tag will be delivered within 30 days of the date that Animal Services receives your application or it’s free.
- Animals Services will offer you a choice of either your money back or an animal exchange guarantee if your adoption animal is diagnosed by a veterinarian with Parvo Virus Infection within fourteen (14) days of the adoption date.
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CHILDREN’S SERVICES -- Children's Services Home Page
- We guarantee to maintain contact with families of children who have been treated in our Lake Magdalene campus and Haven Poe Runaway Center residential programs to monitor for successful outcomes for up to 6 months following their treatment.
- If follow-up services are necessary, we will arrange for re-admission placement immediately upon availability.
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COMMUNICATIONS DEPARTMENT -- Communications Home Page
- If a request for videotape duplication from HTV22, the County government’s television channel, isn’t completed within 3 business days, the duplication fee will be waived.
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CODE ENFORCEMENT -- Code Enforcement Home Page
- Hillsborough County Code Enforcement Department Inspectors will conduct initial inspections in response to citizen complaint within 5 working days, or the Area Supervisor will personally conduct the initial inspection and advise the complainant, if known, of the results.
- If those guarantees aren’t met, you may contact Ed Brill, Code Enforcement & Inspectional Services Manager, at 274-6644.
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COUNTY ADMINISTRATOR'S OFFICE -- County Administrator's Home Page
- For other County departments, we will process items requiring review, approval or signature within 24 hours of receipt; keep a tracking log of all items received and returned to departments; provide more information on policies and directives; provide training on the agenda process and ACTS (Administrative Referrals/Assignments) system for temporary personnel, and periodic refresher training that includes how OPTIX (agenda item workflow system) works; waive agenda item fees under certain circumstances; and have more meetings with support staff.
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COUNTY ATTORNEY’S OFFICE -- County Attorney's Home Page
- If the office fails to respond to a citizen’s telephone call within 24 hours, the County Attorney or the Deputy County Attorney will personally call the citizen with an explanation.
- If the office doesn’t return telephone calls to clients within 24 hours, the County Attorney or the Deputy County Attorney will personally call the client with an explanation.
- If the office fails to respond to a client’s request for legal advice within 72 hours, the County Attorney or the Deputy County Attorney will personally call the client with an explanation.
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ECONOMIC DEVELOPMENT -- Economic Development Home Page
- If a request to the Small Business Information Center for printed information, pamphlets, class schedules, tax forms, etc. that are in stock isn’t completed in 3 business days, the Small Business Information Center Manager will personally contact the customer.
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FIRE RESCUE -- Fire Rescue Home Page
- Inspection on new construction will take place within 2 business days after the request is placed, or the inspector will call and make an appointment to meet the contractor on site to do the inspection.
- Department of Children and Families inspections will be conducted within 5 working days after the request is placed. If not met, due to our fault, we will not charge for the inspection.
- Routine re-inspections will be conducted on the date specified on the report, or the inspector will call to set up another date acceptable to the occupant.
- The initial plans review will be completed within 45 working days after the receipt of the plans from Hillsborough Count Planning and Growth Management, or the plans reviewer will call the applicant to update them on the progress and will call when the plans are completed by the department’s Prevention Division.
- Citizen complaints will be answered within 2 working days, or the Deputy Fire Marshal will call the complainant to update them on a time frame.
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INFORMATION & TECHNOLOGY SERVICES -- Information & Technology Services Home Page
- For other County departments, the Department guarantees that any PC desktop repair or replacement of parts and/or software shall be completed within 5 business days from the date and time that an internal Help Desk ticket is established, or the Department will give its clients the option to receive a new, standard desktop replacement from the TIP program at no cost.
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MEDICAL EXAMINER DEPARTMENT -- Medical Examiner's Home Page
- The Department will mail requests for copies of autopsy reports within 3 business days of either the receipt of the records request or completion of the autopsy report.
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PLANNING AND GROWTH MANAGEMENT -- Planning & Growth Management Home Page
- The Building Services Division promises that required building foundation inspections 102, 103 and 105 will be completed the next day after they are requested. If the inspection has to roll over to the following day, the Division will refund the re-inspection fee of $35. (This guarantee is contingent on the County Attorney’s Office and the Management and Budget Office confirming that offering this refund will not violate any state laws associated with building department funding. This service guarantee is suspended upon a disaster declaration from the Governor’s Office.)
- The Planning and Zoning Services Division guarantees that a zoning verification on parcels of property within unincorporated Hillsborough County will be accurate based on the parcel identification provided with the request. If the review is not accurate,the original fee paid for verification will be refunded, and a revised and corrected verification will be issued at no additional cost to the applicant.
- In order to provide surety to the zoning verification process for which guarantees are provided, an assurance review will be completed before a zoning verification is issued.
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PROCUREMENT SERVICES -- Procurement Services Home Page
- We guarantee that a member of the Department of Procurement Services staff will contact customers within 24 hours of their inquiry. If the call comes on Friday, staff will contact the customer on the next business day.
- If a staff member fails to respond within 24 hours of the call/request or the next business day after a weekend, the customer can request and fill out a "How Are We Doing?" card to rate the service received.
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PUBLIC WORKS -- Public Works Home Page
- Public Works will respond to all citizen inquiries, problem reports and requests for service within 7 calendar days of the receipt of the request.
- Public Works will respond to reports of damaged regulatory signs such as stop signs, yields or malfunctioning traffic signals within 24 hours of the report.
- Public Works will respond to pothole reports within 72 hours (3 days) of the report.
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REAL ESTATE -- Real Estate Home Page
- The Real Estate Department guarantees to respond to your requests and provide information within the promised time. If additional time is needed to meet your needs, we will communicate this to you within 24 hours.
- If we cannot provide the needed information, we will assist you in finding the appropriate agency.
- If you believe our service is unacceptable, the Department Director will contact you to discuss the problem.
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SOLID WASTE MANAGEMENT DEPARTMENT -- Solid Waste Management Home Page
- All residential complaints will be responded to within 24 hours, or the customer will receive a call from a supervisor or manager offering an explanation.
- All missed pickups will be collected within 24 hours of notice, or another vendor will be dispatched for collection and the costs for their service will be deducted from the non-performing franchise collector’s monthly payment.
- A weekly report will be generated and provided to each franchise collector, displaying their performance results (the number of customers compared to the number of service deliveries).
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WATER RESOURCE SERVICES -- Water Resources Home Page
- Hillsborough County water meters will be read and billed correctly, or we will refund your $3.80 monthly customer billing charge and render the bill.
- In order to receive this refund, a customer must call or e-mail the department if you suspect the meter reading is incorrect. Water Resources will verify the reading. If the read is incorrect, Water Resources will credit the customer’s account and send a corrected bill to the customer.
- This guarantee does not apply to estimated reads or incorrect billing rate codes.
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