How we keep you informed

As part of our recovery process, we will send you details of what you owe and when you must pay it. Depending on what contact details we have for you, we will notify you by:

• letter
• email
• text.

The overview of the recovery process shows the steps we take to recover your debt. We will send you notifications for:

• first reminder – when you miss your first payment
• second reminder – if you bring your account up to date but then miss another payment at any time
• final notice – if you bring your account up to date, after receiving a second reminder, but then miss another payment at any time
• court summons – if you do not pay your first reminder, second reminder, or final notice.

Each notification will tell you:

• how much you owe
• when you have to pay it by
• how we might be able to help you make your payments
• what will happen if you don’t pay.

First reminder

If we have a mobile number for you, we will send you a text message five days before a payment is due. The text message will include a link to a secure validation web page. Enter your postcode on the validation page to find out how much you owe, and when you must pay it by. If you do not pay by that date, we will send you a first reminder.

You will be sent a first reminder letter if you:

• miss a payment, or
• do not pay enough, at any point during the year, and you were previously up to date with your payments.

This reminder will tell you:

• that you have missed a payment
• how much you need to pay to bring your account up to date
• that you must pay the amount shown in the letter within seven days of the date of the letter.

The letter will tell you different ways you can pay what you owe:

• pay online by scanning the QR code in the letter
• pay online using our secure payment system
• call 0300 3301515 for our 24 hour automated payment service.

There are other ways you can pay your council tax bill that are not shown in the reminder.

Once you have paid by the given date, you must keep paying your instalments on or before the dates shown on your bill. If you do not pay on time, you will received a court summons.

If you have an online council tax account:

• we will send you an email five days before a payment is due
• we will also send you a text message, if we have your mobile number
• if you do not pay by the payment due date, we will send you another email. This will tell you that you have a document to view in your account. This document will be your first reminder.

If you are unable to pay, or you need help with your council tax, get in touch with us as soon as possible:

Second reminder

If you got a first reminder, paid what you owed by the date given in that reminder, but then missed another payment at any point during the year, we will send you a second reminder. Like the first reminder, this will say:

• how much you need to pay to bring your account up to date
• that you have seven days from the date of the letter to pay what you owe, to bring your account up to date.

The letter will also tell you what the recovery process involves, so you will know what might happen if you do not pay.

If you do not pay the amount shown in the second reminder, to bring your account up to date, we will issue a court summons.

Final notice

We will send you a final notice if you:

• pay the amount shown on your second reminder, to bring your account up to date but then miss another payment at any point during the year.

At this point in the recovery process, you will now owe the full yearly amount of council tax. Your right to pay by instalments is cancelled. If you do not pay the full amount owed, we will issue a court summons.