10 years of year-on-year improvements in Hounslow

London Borough of Hounslow

Innovate with Efficiency

Hounslow is a London borough to the west of the capital, on the fringes of Heathrow Airport. With more than 100,000 households and a budget of £182m it’s London’s 10th largest borough by area.

Liberata has been helping Hounslow collect revenues and manage benefit services for over a decade.

The Solution

  • Reviewed and automated processes (from telephony to workflows and performance)

  • Deployed technology to deliver online services and encouraged customers to move to self-serve

  • Focused on all aspects of arrears collection for individuals and landlords

  • Utilised a shared service centre

  • Created a multi-skilled team with investment in staff

27 days reduced claims processing times by since start of contract
99.9% collection of NNDR in 2016-17, 3rd best in England and Wales
£21m delivered back to the council in arrears recovery over 3 years

Since entering the strategic partnership with Liberata in 2005, we have not only seen year-on-year improvements in revenue collection rates, but improved levels of service delivered to benefit claimants.

Councillor Theo Dennison Cabinet member for finance and citizen engagement, London Borough of Hounslow