Static Debt: London Borough of Hounslow Recovers £1,390,351

Almost £1.5m of Outstanding Debt Recovered Using Liberata’s static debt Solution


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 Chiswick. 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 has been in a long term partnership with Liberata across a number of service areas and therefore, Liberata were a natural fit to support the Council with debt recovery within social care and related (and sensitive) areas of the organisation.

The Requirement

However efficient the Council had been in collecting outstanding debt, there was a need for specialist and dedicated support against Social Care. The number of untouched historical cases equated to significant amounts of money owed to Hounslow Council without any indication of action to repay. Though legal support was available for authorities, the need for management of the entire process was large.

The Solution


Importantly, the service from Liberata included physical visits, essential in collating sufficient evidence and allows the local authority to have insight of individual client’s circumstances when considering settlement options.

In addition, Liberata was able to identify issues that may be impacting other areas of the Council’s financial support such as outstanding Council tax, misuse of benefits or perhaps the need for representation if the client is now lacking mental capacity or health is deteriorating.

This service commenced with Hounslow in November 2019 and has proved to be hugely successful.

£1,390,351 recovered from 2019 – 2022

My experience of using Liberata Debt Recovery has been very positive. The Debt Recovery Officer/s have been efficient, engaging and pro-active. The funds obtained by the Debt Recovery Service have far outweighed the cost.

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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