Capita helps Bexley achieve highest ever Council tax collection rates

Maximising revenues using digital technology

Capita Local Public Services helped the London Borough of Bexley achieve its highest ever collection of council tax and business rates.

Council tax collection in 2014-15 hit an all-time high of 96.5% while 98.5% of businesses paid their business rates. This means that the London Borough of Bexley, a partner of Capita since 1996, has collected an extra £2.2 million in council tax and more than £790,000 in business rates than the previous year.

“Giving people the chance to make online payments, set up their housing benefit claims and Direct Debit orders from the website, and to inform us of any changes in their circumstances has helped our tax collection rate rise significantly. We are looking forward to continuing to improve outcomes and help residents by working with Capita over the coming years.”

Cllr Teresa O’Neill Council Leader, London Borough of Bexley

How we did it

We made significant improvements to the council tax page on the Council’s website, making it easier to navigate, and introduced a new online system to encourage residents to do more for themselves digitally. The channel shift programme has seen the number of Bexley residents accessing the website increase by 71% since last year. Not only does this open up an easily accessible channel for residents, it also delivers cost reductions through reduced face to face contact. Residents can use the Council’s online portal to register for an account and to contact the Council to pay their council tax and business rates, make a planning application, or report a problem such as a missed bin collection.

Fast facts

Council tax collection in 2014-15: 96.5%

Businesses that paid their business rates: 98.5%

Direct debit payments made by residents increased by 7%

“The collection rates for council tax and business rates are the best they have ever been since we began working with Bexley. One of the reasons for this is that we are offering residents more choice and ease when it comes to paying their bills.”

Mark Chapman, Capita Local Public Services Director

We have generated an extra £2.2 million in council tax and more than £790,000 in business rates than the previous year.

For the full case study click here

Capita and the London Borough of Southwark


In any one day, demand can change, and that generates a huge amount of work for the service. Capita is able to combine its experience on a number of different contracts up and down the country.

Dominic Cain, Director of Exchequer London Borough of Southwark Council

Digital transformation and year on year revenues collection improvements at Bexley

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To see continued improvements year-on-year since we have worked with Capita is really pleasing. These are the best ever collection rates which supports us in becoming more financially sustainable and driving our wider ambition of making Bexley the easiest Council to pay in the country

Mark Underwood, Head of Exchequer Services, London Borough of Bexley

Delivering out of hours emergency planning and homelessness support to Rossendale Borough Council


By partnering with Capita to deliver the out of hours customer service support for emergency planning and homelessness in Rossendale, it has allowed the Council to continue to provide reliable, accurate and high standards of service to the public during times of budget constraints. This is a very difficult service and Capita continue to perform brilliantly

Andrew Buckle, Head of ICT and Customer Services at Rossendale Borough Council