Response 1105298

Response to request for information

Reference

1105298

Response date

10 May 2023

Request

I am writing to request information under the Freedom of Information Act 2000. I am hoping to obtain information about the policy of Rushcliffe Council on supporting vulnerable customers.

I would like to request the following information:

What specific procedure does your council operate to identify and prevent vulnerable customers, who may be at risk of homelessness, from being sent to external enforcement agents for Council Tax arrears, which in turn will increase debt and could exacerbate their risk of homelessness?

Response

Response from Strategic Housing

If such issues are identified during a housing options interview and/or homelessness assessment the household would be offered a referral to the Citizens Advice Bureau to access professional debt advice and support.

Response from Council Tax

Vulnerability Guidelines

There is no national standard or legal definition of vulnerability. However, we recognise that some ways to recover debt may not be appropriate in such cases where the individual may be incapable of understanding or defending themselves properly from any proceedings.

In such cases we will take appropriate action to take this into consideration. This may include:

• Flag their account to show they may be vulnerable;
• Review their personal circumstances, where known, before taking any further debt recovery action,

and place a hold on existing action where appropriate;

• Review any action being taken by our enforcement agents (bailiffs);
• Seek direct deductions from benefit where possible;
• Help them to claim Council Tax support and any relevant exemptions and discounts;
• Direct customers to other sources of debt advice;
• Work with advice agencies to agree repayment schedules that are affordable and recognise a

customer's priority debts;

• Meet with advice agencies periodically to discuss practical ways to assist vulnerable customers.