I am writing in response to Mr Lever's (Your Letters, May 31)

I can assure Mr Lever and all your readers that addressing taxpayers by their forenames is not standard practice for the council and neither is its officials using taxpayers - elderly or otherwise - as amusing targets for insults.

The situation to which Mr Lever refers arose from a genuine mistake when sending out some 5,000 letters in relation to renewal of bus passes. I won't bore your readers with the reasons for the mistake but rather apologise unreservedly to all those who received such a letter and who were offended by it. The council has already apologised either over the telephone or in writing to several taxpayers who have complained individually.

The council recognises the importance of ensuring high standards in our correspondence with the public and is confident that, despite this regrettable error, such standards will be maintained in the future.

Stephen Leese, assistant chief executive, Malvern Hills District Council.