Liberata: Revenues and Benefits

Trusted delivery for Local Authorities

Liberata delivers Revenues and Benefits services for a number of Local Authorities, combining performance, accuracy, and customer care. We operate end-to-end billing, debt recovery, and benefits processing to help councils meet their statutory duties while adapting to changing demand and financial pressures.

We collect over £2.6 billion annually in Council Tax and Business Rates, process over 150,000 benefit claims, and consistently outperform national averages. From day one, we ensure faster processing, greater accuracy, and measurable improvements.

High performing Revenues and Benefits services

Faster claim processing

Reduce average processing times to 8 to 10 days, improving resident outcomes

Higher collection rates

Increase Council Tax and Business Rates collection through expert strategies

Improved accuracy

Maintain claim accuracy above 98% and reduce subsidy errors

Increase efficiency

Reduce service costs by up to 25% through automation and operational transformation

Stronger resident support

Deliver fair, accessible service with specialist support for vulnerable customers

Greater digital maturity

Meet customer expectations and enable self-service with a multi-channel approach

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Better outcomes for your council and community

Local Authorities are under increasing pressure to deliver more with less while maintaining fair and consistent support for residents, particularly the most vulnerable. We help our customers improve performance, reduce service delivery costs, and protect their communities through faster claims processing, ethical debt recovery, digital transformation, and a better customer experience.

Council Tax and Business Rates

We manage the full lifecycle from billing and collection to enforcement, using a blend of direct contact, digital tools, and experienced advisors. Our approach supports high collection rates, improved processes, and increased revenues.

Benefits processing

Our teams deliver accurate and efficient processing for Housing Benefit, Council Tax Support, and discretionary schemes. We help councils achieve over 98% claim accuracy and process new claims in 8 to 10 days, well below the national average of 20 calendar days (Q3 FYE 2025).

Debt recovery

We use ethical and effective approaches to recovering Council Tax, NNDR, Housing Benefit Overpayments, and Social Care debt. Our recovery strategies are tailored to each case, and our Debt Assist service provides financial support for residents who need it without enforcement.

Debt Assist

Customer contact and support

We provide front-line customer contact services via in-person, phone, email, web chat, and post. Our teams are trained to handle complex cases, support vulnerable customers, and improve customer satisfaction with a +95% first-contact resolution rate.

Customer Services

Digital tools and automation

Our digital approach reduces avoidable contact, streamlines repetitive tasks, and relieves resources. With the right blend of process automation, robotic desktop tools and self-service portals, our clients have achieved up to 45% automation of Revenues and Benefits transactions.

Unified assessments

We integrate up to ten different assessments—including benefits, blue badges, and free school meals—into a single, joined-up service. This approach enables “Tell Us Once” digital journeys and reduces duplicated effort and costs.

System administration and reporting

We host, maintain, and optimise Revenues and Benefits systems on behalf of our customers, ensuring security, availability, and compliance. We also support automated statutory returns and provide reporting tools for transparency and better decision-making.

Quantified customer improvement

We are trusted by councils including Welwyn Hatfield, Bromley, North Somerset, and Broxbourne, and we have proven improvements in collection rates, subsidy accuracy, and citizen access. In Welwyn Hatfield, new claims are processed in under 10 days, avoidable contact has been reduced, and 24/7 self-service is fully embedded.

Revenues and Benefits service transformation

Liberata’s Revenues and Benefits solution included migrating systems from legacy platforms to new Software-as-a-Service (SaaS) systems and comprehensive digital transformation initiatives to improve efficiency and customer experience.

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“As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality.

Liberata stood out with its ability to drive transformational change and improve customer access and digital services.”

Richard Baker, Executive Director (Finance and Transformation)
Welwyn Hatfield Borough Council

“We trust Liberata to run our Revenues and Benefits services. We know they will bring in new practices and technologies to ensure they improve wherever possible, using their expertise, technology IP, and pool of resources to support our residents.”

Jo Walker, Chief Executive
North Somerset Council

“A key priority for the Council is to be effective, efficient, and responsive to the needs of our residents and businesses.

Liberata is the ideal delivery partner to help us achieve this. We are reducing processing times and improving the service.”

Rebecca Keene, Assistant Director Resources
Broxbourne Borough Council

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Flexible delivery and proven results

We work as an extension of your team, offering flexible service models that include fully managed or hybrid delivery. Our mobilisation frameworks ensure a smooth transition, while guaranteeing savings and service improvements backed by our outcome-based contracts.

Liberata brings national scale, local understanding, and 50 years of public service experience. As a long-term partner, we deliver measurable outcomes that benefit operational and finance teams, frontline staff, and the residents they support.

Performance snapshot

£2.6 billion collected annually
Over 98% claim accuracy
8–10 day new claim processing
Up to 25% cost savings
Up to 5% collection improvement above target
Up to 45% automation of R&B transactions

Get in touch

Talk to us about how we can support your Revenues and Benefits service — and help you deliver better outcomes for your council and community.