Hounslow Council chooses Liberata

Hounslow Council chooses Liberata to provide a fully managed Business Rates Review Service which has already generated over £4,000,000


The London Borough of Hounslow, situated in West London, covers an area of about 22 square miles that
includes Feltham, Isleworth, Brentwood, Gunnersbury and parts of Chicwick. It was formed in 1965 from an amalgamation of districts that were then included in Middlesex. The council provides a range of services to approximately 275,000 residents.

Hounslow Council has been in a long term partnership with Liberata. So, when they realised that they needed to undertake a full review of businesses in the area to ensure that all were correctly rated for Business Rates, Liberata was the obvious choice.

The Requirement

However efficient that Council had been in collecting National Non Domestic Rates (NNDR), there are always businesses that are under-rated as they have grown and subsequently not been revalued and even some organisations that had “slipped through the net” completely and not been rated at all.

The Council wanted to update their records and ensure that all businesses across the Borough were paying the right amount of NNDR. But undertaking a full review can be very resource intensive and not always seen as a high priority.

The Solution:

Liberata has been providing a Business Rates Review Service, through Capacitygrid, to local authorities for many years. This is a fully-managed review, including canvassing, outbound calling, full customer service support and Valuation Office Agency administration and was offered to Hounslow on a “risk and reward” basis – meaning that there would be no fee if Liberata was not successful.

Importantly, the service from Liberata included site investigations that are essential in collating sufficient evidence to ensure acceptance by the VOA.

In addition, Liberata is able to identify issues with more unusual categories of business that are liable to pay NNDR: advertising banners, mobile communication masts, Amazon drop-boxes and solar farms.
This service commenced with Hounslow in 2019 and has proved to be hugely successful.

The Benefits

  • £4,288,250 of additional rateable value (RV) has been achieved
  • 227 new “prospects” have been identified and accepted by the Valuation Office Agency (VOA)
  • 104 of these were “new prospects” and previously not rated at all
  • 35 cases are with the VOA for processing – this equates to a further £349,000 of potential RV

See how Liberata can help your organisation.

Book A Demo
As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
Richard Baker
Welwyn Hatfield Borough Council
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
Broxbourne Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
Eastleigh Borough Council
The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
Steve King
Leicester City Council
Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
Andy Stevens
Swindon Borough Council