Basingstoke and Deane Borough Council

Summary of Submission

The team upholds exceptional standards in service, combining expertise with a commitment to resident support and effective debt collection. Promoting a collaborative, high-performance culture, our success is built on a foundation of strong teamwork, work-life balance, and a shared sense of purpose. Through regular team-building activities, ongoing development, and a supportive work environment, we have created a low-turnover, high-performing team, that delivers results for the council and its residents.

Innovative strategies, including streamlined recovery processes and proactive debt support, have enhanced efficiency and increased support for vulnerable residents, including hosting well-received Debt Surgery drop-in days, which offer holistic support.

Through extensive digital transformation, we have increased uptake of online services, reduced workloads, and manual processes. Operating fully paperless, we maintain zero backlog, with correspondence processed in an average of 2.9 days.

We are proud of our achievements, and this award would recognise our commitment to teamwork, innovation, and service improvement.

Great Yarmouth Borough Council

Summary of Submission

Great Yarmouth Borough Council Revenues Teams have achieved impressive outcomes in recent years, showcasing innovation, flexibility and success in challenging times. The team has consistently delivered impressive collection rates in an area of high deprivation - despite Council Tax Support awards being reduced - and bucked the national trend of year-on-year increases in council tax arrears.

The main areas we have focused on are:

• Engagement with our customers
• Convenience for our customers in how they are able to communicate with us
• Efficiencies achieved via customers using self-serve technology
• Partnership working with automated-calling technology
• Reducing arrears in Council Tax and Sundry Debts and maximising income

It has been a real team effort to realise these achievements. All the team members have shown a strong willingness and drive to be involved with and achieve the best results possible, implementing change in administration and embracing new technology to deliver these results.

Liberata and London Borough of Hounslow

Summary of Submission

The Liberata London Borough of Hounslow Council Tax Team has consistently exceeded performance targets through a long-term, collaborative partnership with the Council. Led by highly experienced managers, the team combines deep local insight, ethical recovery practices, and innovative automation to deliver exceptional results.

Their “Going Digital” programme streamlines processes, boosts digital uptake, and ensures robust support for vulnerable customers. Despite rising demand, reduced support, and a £13m NCD increase, they achieved a 97.1% collection rate in 2024/25 and recovered £7.7m in aged debt—£1.2m above target. Over the last five years, they have collected £5.5m more than could be expected then compared with socio-economic “near neighbours.”

This was all achieved whilst retaining a customer-centric approach where we prioritised ethical, sensitive methods and the promotion of digital self-service to support vulnerable customers and prevent debt escalation.