Haven’t received your rebate through direct debit?

Council tax energy rebate

If you pay your council tax by direct debit and haven’t received your rebate yet, here’s what happens next.

For those who pay their council tax by direct debit, we’ve been able to perform a lot of the government’s required checks automatically.  This means we’ve been able to confirm nearly 95,000 people are eligible, and pay out more than £14million so far.

However, for some direct debit payers, issues were flagged during these automatic checks.

Why haven’t I received my rebate?

For the vast majority, this won’t mean you’re not eligible.

It might mean you pay for someone else’s council tax so we have your details in our system twice, or just that a recent direct debit payment failed.  There are quite a few reasons your account could have been flagged, and we’re working through these now.

Because through this scheme we’re sharing government money, these flagged issues mean we now need to perform extra checks on your account before we can pay you your rebate.

What happens now?

If you haven’t already received a letter from us, you should receive one very soon.  This letter will explain the issue with your account and help you resolve it.

This may require submitting another application, once our team have performed some manual checks on your account.

However, please don’t make any further applications unless your letter has invited you to reapply.  Because an issue with your account has already been flagged, any further applications may be automatically rejected in the meantime.

When we contact you directly by letter, you’ll receive more detail on your case specifically.

If you don’t receive a letter from us straight away…

For fewer than 1% of direct debit payers, there may be a more complex issue with your account which we need to investigate – for example if you’re paying council tax on a large number of properties at once.

This still doesn’t mean you’re not eligible to receive the rebate, but it may take a bit of extra time to resolve the issue and confirm your eligibility.

A member of our team will be in touch directly to discuss this with you as soon as possible.