Debt Recovery Guidance for council tax, business rates and sundry debts

The Council's approach to debt recovery will as much as possible be sensitive to individual circumstances and to consider multiple debts owed.

The Council welcomes the involvement of welfare agencies in connection with debts due and recognises the benefit that these organisations can offer both the debtor and the Council in prioritising repayments to creditors and in maximising the income available to the debtor.

Therefore, the Council is committed to signpost customers to other agencies where it is considered appropriate, such as the Citizens Advice Bureau, DIAL, the National and Business Debtline, the Department for Works and Pensions and the Council's Community Hub (see Section 11).

Hardship

In cases of hardship, the Council will:

• encourage customers to contact them immediately if it is evident that there could be a problem in paying their bills
• advise on any reduction or discount the customer is entitled to and the money advice services available from other agencies
• consider whether the customer needs to complete an income and expenditure form, indicating their reasonable residual income (the Council may request documentary evidence)
• ask the customer if they have any other debts owing to the Council, which need to be considered when deciding on an appropriate recovery arrangement

Set-off debts

The right to set-off debts is allowed providing mutuality exists.

Where the debtor agrees to deal with all the Council debts collectively, the various services will confidentially communicate between themselves the debt outstanding and take a corporate approach in resolving the debt.

Customer care and complaints

All communications with debtors will be conducted in accordance with the Council's policies, particularly Complaints and Data Protection.