Every local authority has a duty to collect council tax because it funds vital services, including social care for our most vulnerable residents.
However, we understand that some residents face difficulties. That’s why, in 2019, we adopted an ethical debt policy. This means we do not send bailiffs to the homes of people who are struggling to pay and are considered vulnerable.
This includes:
- anyone receiving Council Tax support
- anyone known to adult social care
- anyone registered with the Vulnerability Registration Service
Instead, we work to understand your situation and offer help and support. We believe everyone should be treated fairly.
We spend £34.4 million each year on our Council Tax Reduction scheme, which supports over 20% of households – around 24,000 residents.
How we can help
Talk to us early
If you’re finding it hard to pay, please get in touch. We can point you to help like advice services, checking if you can get benefits, and tips for managing money. Contact our financial support team for help.
Check if you’re eligible for discounts or exemptions
You may qualify for Council Tax discounts, reductions, or exemptions. Find out more about the criteria on our Council Tax discounts, reductions and exemptions pages.
Use our online Benefits Calculator
You may be eligible for extra support to boost your income. Check quickly and easily using our benefits calculator.
Pay in a way that works for you
We’ll look at how much money you have coming in and going out and help you set up a payment plan that you can afford.
No bailiffs for people who are struggling
If you’re having a tough time or are vulnerable, we won’t send enforcement agents. We only use this for people who can pay but choose not to and don’t talk to us.
We only ever use enforcement agencies as a last resort, very often when residents have moved out of the borough, and we are unable to locate them to offer support.
In the small proportion of cases when they are used, we have rigorous processes to ensure residents are treated fairly, with all visits videoed so that we can investigate complaints.
Clear and honest communication
We’ll explain things clearly, including your options and any special help we can offer based on your situation.
What this means for you
- If you’re struggling, contact us. We’ll treat you fairly and help you find support.
- If you can pay but haven’t, we’ll offer help first. Legal action is only used when nothing else works.
- If you fall behind, we’ll try to help before taking any action.
Need help?
- Visit our benefits and financial support pages
- Contact our financial support team
If you don’t respond or keep missing payments after agreeing a plan, we may have to take formal steps like going to court – but only as a last resort.