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Improving the way Council Tax is paid online

Improving the way Council Tax is paid online

01 March 2022
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Photo of a computer, pen and calculator

The way residents pay Council Tax in Wokingham Borough has been improved, following their feedback. Residents said that it was hard to use and took too long to make a payment. 


The pages now have simpler language, with the most important information more prominent, and it’s quicker to set up an account and complete payments. The council also plans to remove the adverts that pop up on the screen. These will be removed soon to improve the user experience for residents across the whole website. 


Removed unnecessary information


Information on discounts and exemptions are now in their own section to make finding any savings easier. Unnecessary  information has been removed and the layout improved. All forms can be completed online without having to print them out, so residents can complete them easily. 


Paper copies of Council Tax bills for 2022/23 will arrive with residents from Monday 14 March. They can use the online Council Tax account to check their bills already if they want to check information early. 


If residents set up an account they will be able to see their bill immediately and not have to wait to receive it in the post. If you register for a Council Tax account you can also:


  • view your balance, instalments and payments made
  • switch to paperless billing - get your bills quicker, saving paper and postage, more environmentally friendly
  • set up and change your Direct Debit
  • apply for discounts and notify us of a move – most would be processed instantly (unless there is an error), much quicker than waiting weeks for it to be processed manually if submitted by phone / email

  

Improving the customer experience


Cllr Gregor Murray, executive member resident services, communications and emissions, said: “We provide hundreds of services for residents and we continue to work hard to improve your experiences when you interact at us.


“Paying Council Tax is something every household in our borough does, so these changes will make a real impact for almost everyone. We always want to know what we can do better and welcome further feedback on this process, and on any of our other services, so we can continue to make improvements where it matters to you.”


Your feedback


All the changes which have been made are based on feedback, as well as later user testing with the local community to check they work for residents. 


The council would welcome further feedback on these pages after they have been used. Residents can do this by selecting one of the faces on the webpages or completing the survey. Staff at the council are grateful for all the feedback so far and look forward to hearing from residents in the future.


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