Somerset Council is continuing to upgrade its system for Council Tax, Benefits and Business Rates. It is merging its legacy district services into one system for the whole of Somerset.
System downtime
The current ‘Revenues and Welfare’ systems, previously known as ‘Benefits’, will be unavailable for several weeks from 5pm on 25 June. The exact duration is subject to progress, and the Council will share updates as soon as there is more certainty.
The completion of this important update will bring a new, improved customer portal and easier payment options, but there will be some temporary disruption to services while the final stage of the changeover takes place.
The downtime may mean there is a temporary increase in outstanding work, as the service continues to manage the move from older systems to the new system. During this final period of downtime, due to the move to one system, some services will not be available.
A plan is in place to manage this, and the Council will work as quickly as possible to reduce any backlog and minimise the impact.
Councillor Liz Leyshon, Deputy Leader of the Council and Lead Member for Resources, Procurement and Performance, said:
This move to one system for Somerset’s Council Tax, Benefits and Business Rates is a critical part of the move to one unitary Somerset Council. The data from the four former district councils is now all on the same system. The final phase is to merge into one database so that we are able to more effectively and efficiently work as one team for Revenues and Welfare
We apologise for this further period when some services are not available, but please be assured that housing benefit, direct debits and other payments will continue as usual, and we will prioritise further resources to ensure that we reduce any backlog as swiftly as possible. Thank you for your patience during this hugely important piece of work.
What this means for residents
During this time:
- Online forms: Claims for benefits or changes in circumstance will still be available to submit. All other forms to report changes or make applications will be unavailable until the system is back up and running again.
- The new customer portal to view council tax accounts will not be available until the system is back up and running again.
- Customer Services: From 5pm on 25 June, Customer Services will not be able to record any changes or complete applications during this time but will continue to give advice.
- The Council’s Council Tax, Benefits and Business Rates service changes page will show updates and confirm when services are back.
- Housing Benefit customers: Payments will continue as usual during the downtime. The Council does not anticipate any issues with benefit payments.
- Payments online and via the automated telephony line: These can be made as normal.
- Direct Debits: These will continue as normal. The Council does not anticipate any issues with Direct Debits. Residents in South Somerset may get a notification from their bank about a change to their Service User Number. Payments are now collected under R and B Somerset Council.
- Barcodes on Council Tax bills: Residents can continue using the barcode on the back of their bill to make payments at any Post Office or PayPoint To find the nearest PayPoint, go to allpay.net/outlets.
Updates and reassurance
Somerset Council will keep residents informed of updates and changes via the Council Tax, Benefits and Business Rates service changes page.
Residents are reminded that the Council will never contact them to ask for bank details by phone, email or text message.
