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

Performance management framework

The Council recognises that prompt recovery action is fundamental in managing its debts and maximising income. Therefore, the Council will:

• regularly monitor the level and age of debt
• set clear targets for the recovery of debt
• have clear written recovery procedures
• set priorities for specific areas of debt and assess recovery methods to ensure maximum recovery

A report on actual performance against any national or local targets and the level of outstanding debt will be included in the quarterly Performance and Financial Management Report to Members.

Documentation

All documentation relating to an invoice or bill will be kept either in paper or scanned image format until at least 6 years after the invoice or bill is raised. If at the end of this period the invoice or bill remains unpaid, the supporting documentation will be retained under the same principles until the invoice is paid or the debt written off.

General principles

• the intention is to maintain a firm but fair approach to the collection and recovery of the council's debts which distinguishes between those who are unable to pay and those who deliberately won't pay
• the Council supports the use of electronic communication with customers
• we aim to issue prompt and accurate bills
• we will promptly inform customers who fall behind with their instalments or payment arrangement
• we will engage with the customer at every opportunity during the recovery process, in order to discuss and make a suitable repayment arrangement and to avoid further recovery action
• the Council recognises that some people will, due to their individual personal and financial circumstances, have extreme difficulty in paying, and recovery action may not be appropriate where these suggest they or household members may be vulnerable in some way
  • when considering any of the advanced recovery options (such as insolvency, committal to prison and charging orders) in this recovery guidance, the Council will make checks with other Council departments (e.g. Housing Services and our community hub) to establish whether those services have identified that they or any member of their household may be vulnerable in some way
  • the Council will ensure processes are in place to ensure that due regard is given to this group of people

See 13. Appendix A - vulnerability for further information.