South Oxfordshire and Vale of White Horse District Councils expand contract with Capita

Vale of White Horse District Council, part of a shared service with South Oxfordshire District Council, has expanded its existing contract with Capita to deliver face-to face customer services and enhanced self-service facilities on-site via kiosks and dedicated free-phone telephone lines for housing benefit and council tax queries.

Customers using the self-service facilities at Vale of White Horse District Council reception will now be able to view the Council’s website for information, make payments online, make a claim for housing and council tax benefit and notify the benefits services of a change of circumstance. A dedicated customer advisor will be available at all times to assist customers in using the self-service terminals. A traditional appointment system will be available for those individuals with more complex or urgent queries.  

Cllr Matthew Barber, leader of Vale of White Horse District Council, said:

“People who have limited access to the internet at home can now make updates and find information for themselves in our reception area, rather than waiting for an appointment. Help is also available if anyone needs assistance to guide them through the process. This will not only offer more flexibility to our residents, but will ultimately reduce some of the administrative burden for the council and allow us to spend more time resolving complex cases or help people who need additional support.”

David Dodds, cabinet member for finance at South Oxfordshire District Council, commented:

“Capita has supported our shared service operation with Vale for a number of years. An important objective of this partnership is to cut costs without impacting on the quality of service we deliver. Therefore it made sense to consolidate our switchboard services while ensuring that both councils maintain their individual autonomy and residents continue to receive a tailored service.”

Giles Reid, sales director, Capita’s Local Public Services business, said:

“Creating digital services that are convenient and compelling to use will mean that those people who can access them will choose them over any other more expensive method. It is a positive step for these councils to recognise the benefits of self-service not only to their customers, but also to their own organisations as they seek to gain efficiencies and cut costs. Added to the shared switchboard service, the councils are clearly showing real commitment in achieving more for less and Capita will continue to support them as they find new ways of working more efficiently together.”


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

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