Residents take positive action ahead of Council Tax bills

More than 26,000 residents received early guidance by email ahead of this year’s Council Tax billing, helping them prepare by applying for discounts, setting up Direct Debits and choosing paperless billing.

The response was positive, with many residents completing these quick tasks online, giving the flexibility to manage their account at a time that suits them.

As a result, demand on Customer Services phone lines remained manageable. Across the first 10 weeks of this year, Customer Services received 18.5% fewer calls compared with the same period last year (4,513 compared with 5,538). 

This suggests that encouraging residents to use online services for straightforward requests is helping reduce avoidable contact while making services more convenient.

Whilst call volumes were down, the average conversation time increased slightly, suggesting that staff are spending more time supporting residents with complex or sensitive issues that require one‑to‑one support.

Cllr Dale Roberts, Deputy Leader of Woking Borough Council and Portfolio Holder for Customer Experience, said: 

The council tax billing period always bring a seasonal increase in enquiries, so it makes sense to work with residents and prepare in advance.

By encouraging people to complete simple tasks online, residents can manage their accounts easily and in their own time, while our Customer Service team can focus on supporting those who need more personalised help.

This is a good example of how digital communication can improve efficiency and deliver a better, more convenient experience for residents.

The council will continue to build on this digital approach as part of its wider commitment to modern, responsive and efficient services.

Find out more about Council Tax and managing your account online.