New number for better service

People with benefit or Council Tax queries in the Vale are being advised that from next week they need to ring a different telephone number.

From 5 November, the new telephone number for people to call if they have any queries about Council Tax, Housing Benefit, Council Tax Benefit or assisted travel, is 0845 300 6129.

Calls to this number will be handled by a larger dedicated benefits and Council Tax team based at a Capita centre in Coventry. This should significantly improve customer service. All calls to the number will be charged at the local rate (call charges vary according to your telephone service provider).

The Council is working in partnership with Capita to deliver improved financial services including revenues, benefits and payments. This has led to major investment in these services and the move of the helpline to Coventry, which forms part of the original service improvement plans.

At the same time the partnership with Capita will save the Council, and Council Tax payers in the Vale, more than £200,000 a year for at least seven years.

Cllr Tony de Vere, Executive Member with portfolio responsibility for finance, said: “People calling this new number will get exactly the same help and advice as before – the only difference they may notice is that it should be easier to get through and that their call is picked up sooner.

“Transferring these calls was part of the original agreement we made with Capita as we knew the service we offered needed improvement but we did not have the resources to invest in the new systems and technologies necessary.  Capita is able to offer this improvement without any cost to Council Tax payers. It will also save money as phone calls can be dealt with by Capita at their centre for a much cheaper cost without any impact on the service provided to the customer.”

All letters being sent out to benefit claimants or Council Tax payers will now give details of the new number. Calls to the old number will be directed to the new number.