Hillingdon is London’s second largest borough to the west of the centre. Liberata has been in partnership with Hillingdon between 2008-2015 and 2017 onwards. Using our local government knowledge and award-winning collection processes we are working to ensure that Hillingdon’s citizens continue to receive excellent customer service when contacting the council.
How Liberata helped
Unity
Through Hillingdon’s openness and trust in Liberata as a partner we have built a good understanding of their internal structure, ensuring we can assist the council with their business strategy and work in partnership with them to deliver the savings they need.
Reach
New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration..
Toolkits
Customer service has been strengthened to offer customers a reliable, solid system where we aim to resolve customer enquiries on one call. With a very effective and mature Business Rates collection process in place, Hillingdon benefit from best practice.
Engagement
Review and change processes to better serve customers Full engagement with the council through assisting and documenting change to increase engagement with their channel management plan.
