London Borough of Hounslow
Best Practice And Strong Governance
London’s ninth largest borough to the west of the centre bordering Heathrow Airport, the London Borough of Hounslow need to save an additional £7.3m from their budget in 2018-19. Liberata is supporting them to meet this and future reduction with minimal impact on services. With the contract recently renewed and new services added, Hounslow has extended its trust in Liberata to 20 years.




Since entering the strategic partnership with Liberata in 2005, we have not only seen year-on-year improvements in revenue collection rates, but improved levels of service delivered to benefit claimants.


Director - Finance and Corporate Services
Our targets were...


Deliver Savings
Saving delivered upfront (at no risk to the council) through a strong partnership and governance model.


Improve and Upgrade Systems
information, a focus on debt recovery and SMS messaging.


Channel Migration Plan
A continued drive to move citizens online for council transactions has seen a decline in face-to-face customer services and an increase of 60% in those accounts transferred to ebilling.


Reaching Vulnerable Customers
This drive to online and self-service is freeing up resources to be able to offer appointments to those that need them most including welfare visits to people’s home and support for those returning home from care.


Improve Collection Rates
Almost 100% collection on Business Rates and highest level of Council Tax cash collected.


Implement Best Practice
The council benefit from using Liberata’s shared service centre, accessing systems and best practice from across the UK.
How Liberata helped
What we achieved
£200m
additional Business Rates collected whilst achieving almost 100% collection
£21k
reductions in customer services calls due to continuing rollout of self-serve
92%
of customers seen in 15 minutes, the best results ever
1.73
days removed from new claims processing
1855
new Council Tax accounts and the highest cash collection result
55%
take-up of self-serve in year