How We Help With Council Tax Debt | Council Tax Helpline

In short

Answer a few questions online, or call us free. You do not need any paperwork to start.
An adviser from Complete 2 Financial Solutions Ltd, who provide the service for us, calls you back, Monday to Thursday, 10am to 5pm.
They check the bill is right before working out what you can afford.
Where you want them to, they deal with your council and any bailiffs for you, and confirm everything in writing.
Nothing is agreed without your say-so, and there is no charge for our service.

You tell us what has happened

Online in about 3 minutes, or by phone.
An adviser calls you back

In the time you chose, Monday to Thursday, 10am to 5pm.
The bill is checked

Whether you should be paying it all, and whether any help has been missed.
You agree a plan together

Based on what you can genuinely afford.
Your council is contacted

With your permission, and any bailiffs are asked to stand back.

Everything confirmed in writing

So you have proof of what was agreed.

Step 1: You tell us what has happened

Either through the online check, which takes about 3 minutes, or by calling us free on 0800 494 7285. We ask:

Where you live, because the rules are different in Scotland
What stage things have reached: a reminder, a summons, a liability order, bailiffs, or deductions from your wages or benefits
Which council, and roughly how much you owe
Roughly what comes in and goes out each month
Whether you are behind with anything else
When is a good time to call

You do not need any paperwork to start. If you have letters, they help, but not having them is no reason to wait.

Step 2: An adviser calls you back

Your answers go to Complete 2 Financial Solutions Ltd, who provide the Council Tax Helpline service on our behalf. One of their advisers calls you in the time you chose. Calls are made Monday to Thursday, 10am to 5pm, so if you get in touch on a Friday or at the weekend, you will hear from us from Monday.

If bailiffs are due at your door, say so straight away, and it will be dealt with first.

Step 3: We check the bill is right

Before working out what you should pay, we check whether you should be paying it at all:

Are you the liable person for the whole period claimed?
Is the property in the right band?
Have you had every discount, disregard, exemption or reduction you are entitled to, including any that can be backdated?
Have bailiff fees been charged correctly?

This step is skipped more often than it should be, and it is the step most likely to reduce the debt outright.

Step 4: We work out what you can afford

A straightforward look at your income and essential outgoings: rent, energy, food, travel, and this year’s council tax. We build in a margin, because an arrangement that survives a bad month is worth more than one that looks impressive and fails.

If the numbers do not work, we will tell you honestly. Sometimes the right answer is not an arrangement at all.

Step 5: We agree the right route with you

For most people, that is a special payment arrangement: an agreement with your council to clear the arrears in amounts you can afford.

Where council tax is one of several debts, a debt management plan that includes your council tax arrears may suit you better. If a formal option such as a Debt Relief Order would be right, we will explain it and how to get it.

Nothing goes ahead until you have agreed to it.

Step 6: We put it to your council

In writing, with your income and outgoings, asking for:

The arrangement to be accepted, and the account held while you keep to it
The account to be taken back from the bailiffs, where it has gone to them
Written confirmation of what has been agreed

Where it helps, we also explain anything that makes your situation more difficult, such as illness, disability or caring responsibilities, and ask for deductions from your wages or benefits instead of bailiffs.

Step 7: We confirm it back to you

You get a copy of what was sent and what was agreed. Keep it. A written arrangement is what protects you if anything is questioned later.

What we will need from you

Your council tax account number, if you have it
Any letters from the council, the court, or a bailiff firm
A rough picture of your income and essential outgoings
Your permission for us to speak to your council, so it will discuss your account with us

What we will not do

Agree anything on your behalf without your say-so
Put an offer to your council that you have told us you cannot keep to
Contact your employer, your landlord or your family
Charge you for our service

If you need extra help

Tell us if something makes this harder for you, such as a health condition, difficulty reading letters, or English not being your first language. We can take things at your pace, explain things again, send information in writing, or speak to someone you trust on your behalf, with your permission.

If you are struggling to cope, the Samaritans are there free on 116 123, at any time.

Where are you with your council tax?

Choose the one that fits best, and an adviser will call you back. Free, confidential, and no obligation.

Takes about 3 minutes.