Long and successful strategic relationship

Bromley council logo

Liberata has had a long and successful strategic relationship with the London Borough of Bromley since 2002. During the lifetime of the contract, Liberata has taken on additional services and expanded our finance and HR services to schools. Bromley face enormous cost saving challenges and needs to save £30m over the next four years.

How Liberata helped

Increased efficiency

Supporting employers during changing times by removing paper from the DBS process, reducing processing times and ensuring people can start jobs earlier and employers can be assured they have completed the checks.

A personal approach

Changes were made to the citizen contact process as part of a Static Debts Pilot Project. With the creation of tailored communications to long term debtors, there has been a higher engagement with Recovery Officers for the first time in many years.


Working jointly with the council we have developed, tested and implemented the first phase of the ASH debt recovery system. The team and management are benefitting from the automation of tasks, increasing efficiency and the visibility of work performance and the status of debts at a glance.

Social value

Our staff will discreetly assess a customer’s needs as to whether an appointment is the best way to engage with them ensuring more appointments are available for those who need them most.

Our targets were...

Expand the channel shift programme

with the roll out of additional self-serve functionality.

Multi-skill contact centre teams

to enable them to rotate between face-to-face and phone services allowing us to use the best resources in the right place.

Increase support for vulnerable customers

by allocating more appointments to them.

Create and deliver new services

which included the launch of an online DBS service and a new process in the collection of static debts.

Overhaul the revenues and benefits appointment process

which has reduced no-shows and late arrivals.

Work in partnership

to deliver further efficiencies through the roll out of the ASH debt recovery system.

What we achieved


collected from static debts that were due to be written off


accuracy on payroll


of schools in the borough using our services

792 hours

removed from DBS processing time


of customers seen in 15 minutes


additional cash collected in Council Tax and Business Rates arrears

See how Liberata can help your organisation.

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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