Anglia Revenues Partnership

Summary of Submission

The Anglia Revenues Enforcement Agency (ARPE) is an in-house team providing enforcement services to eight Local Authority partners. The team provide a debt collection service which includes collection of Council Tax, Non-Domestic Rates, Parking Penalty Charge Notices and Sundry Debts. ARPE take a targeted approach to dealing with vulnerability and engage with LA partners to ensure that debt is collected efficiently, appropriately and ethically whilst safeguarding customers.

Over the past year, ARPE has demonstrated exceptional improvement across all key performance areas. Implementing innovative technology, a customer-first approach, and a strong focus on team development and collaboration, has significantly increased debt and fee collection, reduced costs, and enhanced customer satisfaction. Our results surpass previous years, showcasing ARPE as a benchmark for ethical, effective enforcement. With a clear vision for the future and a commitment to continuous improvement, ARPE exemplifies what it means to be the Most Improved Team of the Year.

City of London Corporation

Summary of Submission

The City of London Revenues Team has delivered significant service improvements through innovation, technology, and efficiency. System upgrades and a system conversion have streamlined Council Tax and Benefits administration, cutting claim processing times from 51 days to 16 days. Council Tax initiatives, including data-driven second home identification, will raise an additional £3 million in much needed income. In Business Rates, interest refund calculators, online relief applications, a BID portal, paperless billing and mobile inspections have all enhanced compliance, speed of processing, and customer-service. Collection rates now exceed pre-COVID levels, with notable recovery successes like £800K recovered from offshore companies and £250k collected on a council tax liquidation case. The team has also influenced national practices taking test cases to High Court and identifying and implementing system fixes. These collective achievements along with continuous staff development, demonstrate a remarkable transformation, firmly establishing the City as an improved team of the year.

London Borough of Hammersmith & Fulham

Summary of Submission

In 2024, the Benefits Team faced performance concerns raised by the DWP. Rather than falter, the team responded with urgency, innovation, and unity—transforming into a national exemplar within 12 months. Supporting over 22,000 residents, the team streamlined operations across Housing Benefit, Council Tax Support, and Discretionary schemes. A standout achievement was their in-house development of an automated document scanning and indexing system, praised by the DWP as “revolutionary.” Average processing times for new claims dropped from 21.5 to 12 days, and changes of circumstances from 12.5 to 5.99 days—well ahead of national averages. This turnaround was driven by empowered staff, strong leadership, and a relentless focus on resident outcomes. The improvements have had a tangible impact, ensuring faster access to financial support and greater stability for vulnerable households. LBHF remains committed to innovation, collaboration, and maintaining excellence in service delivery.

Renfrewshire Council

Summary of Submission

Renfrewhire’s Council Tax payers weren’t getting the service they expected or deserved. Several months of mail remained unanswered, average call waiting times were over twenty minutes, half of calls were being abandoned by customers, and complaint levels were high. This was the norm. The service struggled to retain both new and experienced staff.

Fast forward two years.

Through a combination of improved staff training, new options for customer self-service, and the deployment Robotic Process Automation solutions, the service has been transformed. It has all been done ‘in-house’ and without additional staff. Mail is responded to within two weeks, call waiting times are well under two minutes, abandonment rates are down to 4%, and complaints have reduced by 79%.

South Norfolk and Broadland Councils

Summary of Submission

The Benefits Team at South Norfolk and Broadland Councils have undergone a remarkable transformation. Previously operating as two separate services, they successfully unified into a single, high-performing team of over 30 staff. Despite the complexities of serving two councils, they aligned processes, introduced a shared Council Tax Reduction scheme, and implemented a new cloud-based IT system. The transition brought significant challenges, including technical issues, staff turnover, and a peak in processing times. However, the team responded with resilience and innovation, introducing new roles, automating key processes, and developing a new online form to improve access to support. They also aligned CTR schemes across both councils, increasing support without raising the budget. Through collaboration, adaptability, and commitment to service, they reduced processing times to within the corporate target by year-end. Their journey reflects a powerful example of what can be achieved through teamwork, determination, and a shared vision for improvement.

West Northamptonshire Council

Summary of Submission

From a brand-new unitary authority to a high-performing, customer-focused service, we’ve transformed business rates delivery since 2021. Formed from three former councils, we now serve 12,000 properties and two BID areas through a cohesive, resilient team, cross-trained across the full billing and collection cycle. Major projects include the Single System migration from three databases to one — we're now moving to the Cloud — delivered alongside service improvements and BAU. Bringing business rates calls back in-house means businesses speak directly to subject matter experts, boosting first-contact resolution. Partnering with the Transformation Team, we introduced quick wins such as an online relief eligibility checker, clearer web pages, and process refinements. Despite significant internal change, collection rates have risen from 95.92% to 98% in just three years. We’re proud of how far we’ve come — and remain committed to continuous improvement and delivering exceptional service for our business community.