A successful service partnership with Liberata


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


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.


New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration..


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.


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.

Our targets were...

Increase Business Rates collections

Liberata’s effective and mature Business Rates collection process is run across several London boroughs and ensures Hillingdon benefit from best practice.

Reduce customer complaints

Liberata work to reduce complaints and build a solid system for the future; providing a reliable service where customer queries are resolved on one call.

Deliver improved access to services

Assisting the Council in its Digital Transformation programme.

Support channel shift

New services have been added to the contract and support provided to the council to implement their channel shift plan.

Improve debt collection

Process review and support leads to improved collections.

What we achieved


additional cash collected by collecting over target on Business Rates


improve customer access to services


reduction in phone calls


reduction in caller to reception


best Business Rates collection recorded in Hillingdon (99.26%)


awarded IRRV Business Rates Team of the Year 2017

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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
Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
Swindon 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