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The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.

Citizens Advice service strategy 2008 - 2011 cover


New protocol launched to improve council tax collection practices

A protocol to ensure better council tax arrears collection practices will be launched today by Citizens Advice and the Local Government Association (LGA) at the LGA conference in Harrogate.

The new protocol makes a series of suggestions on how existing relations between local authorities and advice agencies can be strengthened so that council tax payers get a better level of service. It aims to strike a balance between efficient collection and ensuring vulnerable people and those facing financial difficulties get quality debt advice. This is especially important given the current times of economic uncertainty.

Some of the suggestions in the protocol include:

  • Publicising debt advice contact details on council tax notices.
  • Producing literature addressing any likely concerns debtors may have on bailiffs and enforcement. Information should cover charges bailiffs are allowed to make by law, how to complain about bailiff behaviour and how to check bailiff certification.
  • Promoting different payment dates within the month as options available to council tax payers. This can allow people to budget more effectively for council tax when they have the money.
  • Consider the level of debt (inclusive of liability order fees) before bailiff action is taken

David Harker, chief executive at Citizens Advice said:

"By setting down clear procedures and keeping them regularly under review, all parties can ensure that cases of arrears are dealt with quickly and realistically whilst complaints are handled efficiently.

“This partnership approach is even more important at a time of economic uncertainty in order to ensure that taxpayers are able to pay their council tax bills on time, get the benefits to which they are entitled and those in financial difficulty get high quality debt advice. One of the strengths of the protocol is that it is based on examples that have been tried and tested at one or more local authority in England or Wales. “

Cllr Margaret Eaton, Chairman of the LGA, said:

“The impact of the economic downturn has been clear to councils from an early stage. Town halls have seen an increase in demand for debt, housing and employment advice services.

“Councils continue to watch out for local people who need more help. It’s crucial everyone keeps on working together to provide the safety net that more residents will be depending on as times get tougher. This protocol shows how much councils are already doing and will ensure the best support and advice is made available to as many people as possible.”

The protocol will be distributed throughout the national network of local authorities and be sent to all Citizens Advice Bureaux in England and Wales.

Notes to editors on the protocol:

Many items in the protocol are a distillation of good practice highlighted during the Putting Bailiffs on the Spot campaign launched by Citizens Advice in 2006: www.citizensadvice.org.uk/putting_bailiffs_on_the_spot. The campaign was a national attempt to highlight incidences of poor practice involving bailiffs collecting council tax arrears. A key campaign objective, ultimately successful, was to get the Government to commit to introducing effective regulation of bailiffs at a time when it was considering steps to increase their power. However, full independent regulation of the bailiff industry will not be implemented until 2012 at the earliest.


Notes to editors

  1. Many items in the protocol are a distillation of good practice highlighted during the Putting Bailiffs on the Spot campaign launched by Citizens Advice in 2006: www.citizensadvice.org.uk/putting_bailiffs_on_the_spot. The campaign was a national attempt to highlight incidences of poor practice involving bailiffs collecting council tax arrears. A key campaign objective, ultimately successful, was to get the Government to commit to introducing effective regulation of bailiffs at a time when it was considering steps to increase their power. However, full independent regulation of the bailiff industry will not be implemented until 2012 at the earliest.
  2. The Citizens Advice service is a network of independent charities that helps people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more information in England and Wales www.citizensadvice.org.uk
  3. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  4. Most Citizens Advice service staff are trained volunteers, working at over 3,300 locations across England and Wales.
  5. Advice and information (New window) www.adviceguide.org.uk
  6. Volunteer hotline 08451 264264 (local rate)
  7. Citizens Advice Guide to your rights, second edition: January 2008 - over 600 pages of practical, independent CAB advice. An invaluable resource for any bookshelf - available from all good bookshops; price £11.99; ISBN: 9780141034089
  8. Follow Citizens Advice on Twitter: (New window) twitter.com/CitizensAdvice
  9. Subscribe to Citizens Advice press releases via RSS news feed: www.citizensadvice.org.uk/pressoffice