Our expertise
Customer Service
Our Customer Services team is often the first point of contact for residents across our partner councils. They support a wide range of enquiries, from bins and benefits to housing and planning, helping people by phone, email and in person at local offices.
The focus is on clear communication, resolving queries as quickly as possible and making sure every interaction is helpful, straightforward and positive.
350,000+
Customer phone calls
28,000+
Emails
18,000+
Face to face enquiries
96%+
Customer satisfaction
The Council Tax team ensures bills are accurate, payments are collected and support is available for those who need it most. Working closely with vulnerable households, the team helps agree fair and manageable payment plans.
This work plays an important role in making sure essential local services continue to be funded for the community.
Council Tax
£410m+
Collected each year
200,000+
Households billed
99%
Ultimate collection rate
3
Partner councils
Business Rates
Our Business Rates team manages the calculation, billing and collection of charges for local businesses across our partner councils.
Supporting a large and diverse business community, the team focuses on accuracy, consistency and providing clear guidance, helping ensure contributions are collected fairly to support vital public services at both a local and national level.
£200m+
Collected each year
22,000+
Businesses billed
4
Partner councils
The Benefits team provides vital financial support to residents, helping households manage housing costs and day to day living.
This includes assessing and awarding Housing Benefit and Council Tax Support, as well as providing additional help through Discretionary Housing Payments for those who need it most. The focus is on accuracy, timely decisions and keeping claims up to date so people receive the right support when it matters.
Benefits
£90m
Housing benefit paid
£36m
Council tax support awarded
800k+
Discretionary payments
15,000+
Households supported
Corporate Income
The Corporate Income team recovers income across a wide range of council services, covering areas from Dog Wardens to Ports. Working independently of partner arrangements, the team takes a fair and consistent approach to collecting outstanding balances.
Their work supports the continued delivery of essential services while maintaining a professional and respectful experience.
£50m+
Corporate debt collected each year
3
Partner councils
25+
Services collected
Our CIPD accredited Training and Development team provides a wide range of learning and consultancy support for both internal teams and external organisations.
With expertise in Revenues, Benefits and Customer Services, training is designed to build practical skills, confidence and capability. Alongside this, tailored coaching and development programmes support long term success, with additional opportunities through apprenticeships, NVQs and assessor support.