Liberata in Partnership with Burnley Borough Council

Summary of Submission

Since 2016, Burnley Borough Council and Liberata have built a trusted, “no noise” strategic partnership covering Revenues & Benefits, Customer Services, IT, HR, and Payroll. Despite being the 8th most deprived council, the partnership has consistently delivered top-tier results, helping the authority earn “Highly Commended” in the LGC Council of the Year Awards 2024.

Through the Going Digital/Service Automation programme, 63% of customer generated work is now digital, 64% of all R&B work is automated, and 23% of residents use e-billing. Against socio-economic “near neighbours,” the team has collected £2.6m more than expected in Council Tax and £1.4m extra in Business Rates over five years, alongside industry-leading Housing Benefit processing (10 days for new claims, 2 days for changes).

The partnership’s strong performance culture, weekly monitoring, and collaborative ethos have set a benchmark for transformation in challenging circumstances—demonstrating how digital innovation and shared values deliver measurable impact.

London Borough of Hillingdon in partnership with Capita

Summary of Submission

The London Borough of Hillingdon and Capita formed a pioneering hybrid partnership in 2024 to transform Revenues and Benefits delivery. Blending in-house control with outsourced expertise, the model offers flexibility, resilience, and measurable impact. Capita provides scalable processing, subject matter experts, and standalone project delivery, while Hillingdon retains strategic oversight. Key achievements include a £4.7 million reduction in NNDR arrears, a £667k uplift in Council Tax revenue through SPD reviews, and a rise in customer satisfaction from 80% to 87%. The partnership also enhanced digital engagement and self-service, easing pressure on frontline services. A collaborative procurement process and seamless transition laid the foundation for agile service delivery, with Capita adapting to fluctuating workloads and resolving issues swiftly. This dynamic, co-designed model aligns with Hillingdon’s strategic goals and sets a new benchmark for excellence in local government collaboration.

London Borough of Redbridge and LoCTA Limited

Summary of Submission

The collaboration between London Borough of Redbridge and LoCTA Limited began with a simple conversation at the IRRV Annual Conference in 2024. That initial exchange of ideas sparked a relationship that grew into a powerful partnership. It has delivered a service designed to support councils across the UK.
By combining the practical insights of a council with the agility and innovation of a small software company, we have created a solution that directly addresses real-world challenges. This partnership has brought together diverse experiences and expertise, united by a shared purpose to build something that truly works for those who need it most.

Working in close collaboration from the outset has ensured that every aspect of the solution is shaped by genuine need and grounded in practical understanding.

The result is a service that is not only fit for purpose but purpose built.

OneSource Debt Resolution Services & London Borough of Waltham Forest

Summary of Submission

The London Borough of Waltham Forest & oneSource Debt Resolution Services is taking a new and innovative approach to local authority debt collection that brings together multiple debt solutions within a single process.

Welfare-First’s holistic intervention strategy drives a multi-disciplined team with the skills and expertise to address a range of complex debt issues. Council Tax, Benefit and Welfare officers work together with Enforcement Agents in a supportive environment that gets to grip with overall debt and empowers residents towards an affordable and achievable debt-free future.

We are already making a real difference to the lives of our most vulnerable residents and receiving some fantastic feedback; but it doesn’t stop there. Welfare-First’s early intervention philosophy has also increased income and reduced recovery costs. And supports our Mission: taking a preventative approach for stronger communities; building an economy that works for everyone; creating a firm financial footing that benefits all residents.

Richmond and Wandsworth Councils, Thames Water and Policy In Practice

Summary of Submission

Groundbreaking partnership is reducing water poverty through auto-enrolment onto social tariffs

A partnership between Richmond and Wandsworth Councils, Thames Water and Policy in Practice has transformed access to water bill support by removing the need for applications.

Already achieved:

Using secure data matching, 1,132 households in March 2025 and a further 745 after April’s bill rise were auto-enrolled onto water social tariffs. With a total impact of £672,000 in savings for local people, nearly 2,000 households are now benefiting, reducing each household’s annual water bill by £358 on average.

Next:

The model is expanding to 18 more London boroughs, with the potential to help over 27,000 households and save an estimated £11 million.

This approach shows how effective partnerships, as well as smart and secure use of data can protect vulnerable households, reduce arrears for utilities, ease pressure on councils and provide a scalable blueprint for tackling water poverty nationwide.

Runnymede Borough Council in partnership with Ascendant

Summary of Submission

Runnymede Borough Council and Ascendant Solutions cemented their successful partnership to address financial challenges through an innovative Single Person Discount (SPD) review pilot. Facing a £4.1m budget gap, the Council collaborated with Ascendant to develop an automated, data-driven solution. The partnership's success stemmed from a shared vision and seamless integration of existing software with a new service from TransUnion. By intelligently targeting only 2,500 of 12,000 cases with a high likelihood of multiple occupiers, the Council achieved significant efficiency gains. Robotic Process Automation (RPA) handled 88% of responses autonomously, freeing up staff to focus on complex cases, boosting morale.

This collaboration generated a total of £362,000 in potential revenue for the three preceptors and £28,000 in cost savings for RBC. More importantly, it established a replicable, people-centric model that balances technological innovation with essential human interaction, setting a new standard for local government service delivery.

Tameside with Liberata

Summary of Submission

Tameside Metropolitan Borough Council’s partnership with Liberata, established six years ago, focuses on income maximisation and enhanced customer support through open communication and mutual trust.

Beginning with a Single Person Discount (SPD) review in 2019, the partnership has generated £10.8 million in additional income via targeted initiatives. SPD reviews in 2019, 2021, and 2023 removed 5,487 ineligible discounts, boosting net income by over £6.2 million. The Business Rates Review added 135 properties, contributing £2 million in income, while Empty Homes Reviews removed 1,539 long-term empty properties, generating £2.6 million in New Homes Bonus funding. The partnership operates under a risk-and-reward model, ensuring costs align with tangible results.

Looking forward, Tameside is committed to continuous improvement with transformational projects and is implementing Liberata’s ethical ‘Debt Assist’ service to support sustainable debt recovery and income maximisation. The partnership continues to safeguard Council budgets and drive resident-focused financial services.

Walsall Council and Welfare Togther

Summary of Submission

Walsall Council focuses on efficient billing and revenue collection while prioritizing support for financially vulnerable residents through a partnership with Welfare Together. This collaboration aims to provide tailored financial guidance and maximize income support for residents, helping to reduce debt and build long-term resilience.

• Council's financial scope: Walsall Council manages over 118,000 domestic and 8,400 non-domestic properties with significant collectable debits.
• Customer Engagement vision: The council aims to deliver accurate billing, respectful customer service, and innovative business rate collection while supporting vulnerable populations.
• Partnership with Welfare Together: This collaboration identifies residents in financial hardship using credit data and offers tailored support including benefits checks, income maximization, and signposting to debt advice.
• Positive outcomes: The trial partnership led to a 19.1% debt reduction, increased claims for Council Tax Reduction and discounts, and has now become standard practice