Contacting the Council Tax Team
We are currently experiencing exceptionally high volumes of enquiries leading to delays in handling responses.
This page will be regularly updated with expected timescales for handling enquiries. If you have not received a response to your original enquiry, we request that you do not make a follow-up enquiry within the timescales detailed below as this will only add to the delays we are currently experiencing.
We apologise for the delays and are working hard to reduce the time taken to dealing with current level of enquiries.
Expected Response times - updated as of 17/11/21
Application for a Discount/Exemption – response time 8 weeks
Please note that if you have not supplied supporting evidence where required this may delay the processing of your application.
Apply for a council tax discount or exemption
Change of Address / Household Occupier Details – response time 13 weeks.
Notify us about your change of address.
Other Enquiries – response time 6 weeks
Face to Face Enquiries
Due to restrictions that remain in place as a result of COVID19, we are only able to accept face-to-face enquiries by prior appointment. To arrange an appointment, please call us on 0345 140 0845. You will only be offered an appointment if your enquiry cannot be resolved by telephone or by using our online services. Please see further details below for making enquiries by telephone. We are unable to handle any drop-in enquiries at the present time and, if you arrive at a One Stop Shop without an appointment, you will be turned away and asked to ring the above number.
Telephone Enquiries
The wait time for our Council Tax call handlers to answer your call can vary at different times of the day. The lines can be especially busy at the beginning of the working week. If you have received a letter from us and need to speak to a call handler, please bear in mind that many other residents will have also received a letter and they too are trying to call us.
Online Enquiries
If you use our online forms to contact us, your enquiry will be handled sooner.
"I have received a Summons to court and wish to make an offer of payment"
We understand that receiving a summons can be very worrying if you are unable to pay the amount due in full. It is our desire to agree reasonable payment arrangements.
Make an offer to repay your council tax.
Once completed, we will suspend further recovery action until your offer is accepted and a new formal arrangement made to pay your remaining Council Tax in installments.
After you have completed the form please make payments as per your offer until a member of the Council Tax team contacts you. We aim to respond to all offers of payment within 10 working days.
Difficulties in making payment
If you are on a low income you may be eligible to receive Council Tax Reduction. Details of the scheme and the online application process is in the link below.
Find out if you're eligible for a council tax reduction
If you are already in receipt of Council Tax Reduction, you may be able to request an Exceptional Hardship Fund payment if you are experiencing hardship caused by unusual or extreme circumstances. The Exceptional Hardship Fund application process is in the link below.
Request an Exceptional Hardship Fund payment