Support for vulnerable people
We do not necessarily routinely know who is vulnerable, even if other local agencies (such as the NHS or social services) are supporting someone.
This is in line with data protection principles - we only work with information we are given, and cannot assume or infer vulnerability without evidence. We rely on individuals or their representatives to declare their circumstances to us, so we can take appropriate action and put necessary safeguards in place.
If you, or someone in your household, who considers themselves a vulnerable person (for example due to serious illness, disability, mental health, bereavement, or other challenging circumstances) owes us money, please inform us as soon as possible by calling our customer services team on 01543 308000 (Monday – Friday 9am – 5pm, not including bank holidays). You can also notify us earlier in the process - for example when you set up a council tax account, including nominating a representative to act on your behalf.
Being vulnerable will not preclude us from taking any form of recovery action, but it will ensure that the circumstances of the vulnerable person are fully considered before we take any action being taken. We can also ensure work with you and/or a nominated representative to agree a suitable resolution.