Updated 23rd August 2022
We have created a list of some of the most frequently asked questions to help give residents answers as easily as possible. Please only call our Customer Contact team if your query is not answered below.
1. Why didn’t I get the rebate payment in April?
The Government has given all local councils until the 30th September 2022 to complete the payments to eligible households.
2. I completed the online form over 2 weeks ago but haven’t yet received my payment?
If you filled out the application form more than 2 weeks ago and asked for the payment to be credited to your Council Tax account, this will have been done.
If you provided your bank details, and have not had your payment, please call us on 01205 314200 select option 1.
In order to make all payments by the 30th September, we will begin to make payments onto Council Tax accounts if necessary so that no-one misses out.
3. What do Post Office Vouchers look like?
The voucher is in letter form and has a bar code at the bottom of the letter.
4. I have received my Post Office Voucher but am unable to get to a Post Office to cash it before it expires. What will happen?
If you are unable to get to a Post Office, any uncashed voucher will be cancelled, and the rebate will be automatically paid onto your Council Tax Account before the end of September to ensure you don’t miss out.
5. I have accidentally destroyed my Post Office Voucher, can it be re-issued?
Any uncashed voucher will be cancelled, and the rebate will instead be automatically paid onto your Council Tax Account before the end of September to ensure you don’t miss out.
6. I have moved house and the Post Office Voucher has gone to my previous address, what can I do?
If you are unable to locate the voucher, any uncashed voucher will be cancelled, and the rebate will instead be automatically paid onto your Council Tax Account before the end of September, to ensure you don’t miss out.
7. I have received a Post Office Voucher but have no ID to cash it?
If you are unable to prove your ID, any uncashed voucher will be cancelled, and the rebate will instead be automatically paid onto your Council Tax Account before the end of September, to ensure you don’t miss out.
8. I have received my Post Office Voucher but some of the details are incorrect, such as name or address name is spelt incorrectly and I am unable to cash it. What will happen?
If the name on your Council Tax bill is incorrect, please contact us so we can update our records.
If you are unable to cash your voucher for this reason, any uncashed voucher will be cancelled, and the rebate will instead be automatically paid onto your Council Tax Account before the end of September, to ensure you don’t miss out.
9. Why will Post Office Vouchers no longer be issued?
We need to stop issuing vouchers so that we can finalise the scheme by the end of September.
If we are unable to make the payment directly into your bank account, we will pay the rebate directly onto your Council Tax account before the end of September.
10. I don’t have any Council Tax balance to pay. What will happen if my rebate is credited to my Council Tax Account?
The rebate will still be paid onto your Council Tax account and will result in a credit balance on your account.
We will arrange for a refund to be issued.
11. I believe I am eligible for the rebate but have not been contacted.
If you believe you meet the criteria for the rebate please call us on 01205 314200 select option 1.
12. I have tried phoning you about the letter I received, but I cannot get through on the telephone. What should I do?
You should complete the online form if you possibly can, or get someone else to complete it for you. The form is very short and only takes a few minutes to complete.
13. I have completed the form. When will I be paid?
We are aiming to make payments to people within two weeks of their filling in the forms.
14. Will this be taken off my Council Tax bill?
The payment is to help residents with their energy costs, not their Council Tax, and the Council is therefore attempting to process it as a separate payment.
However, the Council will make the payment to a Council Tax account if necessary.
15. How does the payment link to my Council Tax?
The Council Tax Energy Rebate is separate to your Council Tax. The Government is simply utilising the existing Council Tax database to process them and identify those households who qualify.
16. What is in place for Band E and above?
There is a provision that could support a small number of residents: A Disabled Band Reduction – those in a Band E property who qualify for Disabled band reduction will be eligible for the payment.
17. Why does this not apply to me in a higher band?
The criteria for the payment are set by the Government, not the Council. The Council are acting purely as the administrators in this process.
The Council is currently considering a discretionary scheme, but the qualifying conditions for this have not yet been decided.
18. Will I get the payment if I am in arrears with my Council Tax?
Yes. This payment is to help people meet their energy bills and is due to all qualifying properties regardless of whether they have Council Tax to pay or not.
Whether you are in arrears or up to date with your Council Tax is not relevant to the payment, which is to help you with the rising energy prices.
19. My bank account is overdrawn, so I will not be able to access the £150. What can I do?
If you write to your bank before you receive the payment, telling them that you will be receiving money to pay a certain bill, they cannot use that money for any other purposes, such as reducing your overdraft or paying any bank charges. This is called ‘the right of first appropriation’.
There is a template letter that has been provided by National Debtline, which you can use by clicking here. You must tell the bank about this before the payment is received though, you cannot do it afterwards.
20. The Council Tax is included in the rent that I pay to my landlord. Will I get a payment?
The purpose of the payment is to assist people paying their energy bills.
If the Council Tax is in your name, but being paid by your landlord, then you will still get the payment.
If the Council Tax bill is in your landlord’s name, but the energy bills are in your name, then you may be able to claim a discretionary payment from the Council.
21. Why did someone from your department call and ask for my bank details?
WE WON’T CALL AND ASK FOR THIS: The Council will not call, text or email you to ask you for your bank details. If you do receive such a call, text or email, please DO NOT provide your bank details, instead report it to https://www.actionfraud.police.uk or call 0300 123 2040.
22. I receive Council Tax Support will I still get £150 rebate?
YES, if you pay less than £150 Council Tax, or you receive single person discount, or do not pay because you receive Council Tax support, you will still be entitled to the payment.
23. Will I have to pay this back?
No you don’t have to pay this £150 back, providing you meet the eligibility criteria.
Once we have made the payment we will write to you explaining the assumptions we have made in making it. If the assumptions are correct, you will not need to repay it.
24. What is the Discretionary Scheme?
The Government has provided funding for local Councils to operate a Discretionary Scheme for households in need but who were not eligible for the Energy Rebate. The scheme is being developed and the details will be announced in due course.