Authored by Mandy Littlewood, the report highlights that, despite challenging circumstances, there is clear evidence of action which local authorities can take to make a real difference to households. These include:
- Having a clear debt policy in place
- Shifting from enforcement to support when working with individuals, offering flexibility and building trust
- Providing support at an early stage, including assessment of vulnerability and using discretion to ensure proportionate, person-centred responses with appropriate and affordable payment schedules
- Developing person-centred approaches which distinguish between 'can't pay' and 'won't pay' customers
- Ensuring communications focus on encouraging positive engagement
- Proactively use data insights to better target support
- Ensure those eligible claim for Council Tax reduction, which is currently significantly under-claimed