Review of fraudulent and ineligible Council Tax discount claims releases £4.5m in revenue

Reviews carried out by Capita Local Public Services in 2015 into the number of people claiming Single Person Discounts (SPD) on their Council Tax released approximately £4.5million in additional revenue across 19 councils.

Capita found that on average around 6 per cent of SPD claims were fraudulent or ineligible – meaning that residents had not informed their council of a change in their circumstances.

Cases identified as potentially fraudulent were followed up with correspondence to people, asking them to verify their status. The details of those found to be ineligible were provided to local authorities and the discounts removed.

We initially carried out a pilot in one ward to get a sense of scale around incorrect SPD claims. The success of the pilot led to a full borough review and resulted in around £1.25m of revenue being released.

Councillor Tim Mitchell, Cabinet Member for Finance and Corporate Services, Westminster City Council.

Our SPD service is fully managed by a dedicated team – councils still make the decision about entitlements, but we do the leg work for them. We are also supporting customers’ digital initiatives by introducing a service which allows residents to verify their details online.

Mark Chapman,  Business Services Director, Capita Local Public Services

Reviewing single person discount entitlements


The whole process was managed quickly and efficiently and we had a service manager from Capita to oversee the entire review. The review was completed within three months, meaning the discount for non-eligible residents could be removed swiftly. This allowed us sufficient time to collect the additional council tax.

Steve Hendon, Income Collection Manager, Newport City Council

Capita helps Bexley achieve highest ever Council tax collection rates


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

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