{"id":2663,"date":"2009-05-27T16:05:26","date_gmt":"2009-05-27T16:05:26","guid":{"rendered":"http:\/\/chopsybaby.com\/mag\/?p=2663"},"modified":"2019-01-23T10:18:57","modified_gmt":"2019-01-23T10:18:57","slug":"squiffy-teddy-does-north-somerset-council-and-liberata-council-tax","status":"publish","type":"post","link":"https:\/\/chopsybaby.com\/magazine\/squiffy-teddy-does-north-somerset-council-and-liberata-council-tax\/","title":{"rendered":"Squiffy Teddy Does… North Somerset Council and Liberata Council Tax"},"content":{"rendered":"

\"squiffy-teddy\"
\nIn March 2009, Squiffy Teddy received a letter from a North Somerset resident who felt badly let down by Liberata<\/strong>. This is the business out source provider that North Somerset council use to deal with revenue and benefits.<\/p>\n

Outsourcing means that all residents of North Somerset cannot deal directly with the council to sort out housing benefit or payment of council tax. They can only deal with Liberata.<\/p>\n

North Somerset and Liberata have been working together for more than 15 years. On the eleventh of December 2008, the council extended their contract with Liberata for a further two years.<\/p>\n

This news dismayed North Somerset resident, Mr Somerset*. He had been experiencing so many problems trying to pay his council tax, that the thought of more long term dealings with the company was leaving him upset and frustrated.<\/p>\n

The continuing relationship came as a surprise to many residents in light of Liberata’s recent high profile failures widely reported in the media. Residents were surprised that a company that had failed so many people, been fired by the government, and failed to win contracts with other councils had managed to secure a further two years with North Somerset.<\/p>\n

Between the summer of 2008, and December 2008, Liberata’s cock ups had been evident for all to see.<\/p>\n

In the October, Liberata was fired by the government after they failed further education students across the country. After big delays in the processing and payment of the Education Maintenance Allowance (EMA)\u00a0 to hundreds of thousands of sixth-form students, Liberata was fired having only had the contract since July 2007.<\/p>\n

In a letter sent to further education college principals, Schools Minister, Jim Knight called the delays ‘totally unacceptable’ and ‘fully back the Learning Skills Council’s decision to change contractor to Capita.\u201d their rival. These delays in handling and processing applications had meant some students from lower income backgrounds had to quit their college courses at the start of the academic year.<\/p>\n

Because of the blunders, The Learning and Skills Council announced its intention to deduct penalties in the region of \u00a33m from Liberata.<\/p>\n

During this period, US investment firm General Atlantic sank further funds into the company. In 2002, they had invested \u00a3160m into Liberata. Between the summer of 2008 and November 2008, a further \u00a321m was put in.<\/p>\n

This didn’t help the company keep its \u00a3200m service contract with Sheffield City Council. Again it lost the contract to rival outsourcer Capita.<\/p>\n

But luckily, the company did manage to renew its contract with North Somerset. At the time, Service Delivery Manager at Liberata\u2019s Weston-super-Mare Business Centre Gerwyn Baker, said: \u201cWe are pleased to extend our contract with North Somerset. Over the past year, Liberata has demonstrated a true partnership with NSC, along with continuous performance improvements. Liberata remains an integral part of the council\u2019s drive to achieve its objectives and provide an excellent level of customer service for the citizens of North Somerset.\u201d<\/p>\n

That Liberata believe they \u201cprovide an excellent level of customer service for the citizens of North Somerset\u201d is an amusing one. Chopsy Baby spent some time at the North Somerset Magistrates Court talking to some of the people who were being hauled in before the courts for non-payment of council tax. \u201cDo you know how much I owe North Somerset?\u201d growled one person waiting to be called in. \u201cNothing. Not\u00a0 penny. I have paid it all. But for some reason I have still been dragged here by Liberata.\u201d<\/p>\n

Under information released under the Freedom of Information Act, In 2006 \u2013 2007, 5423 people were taken to court for the non-payment of council tax. In 2007 \u2013 2008 this figure rose to 6,765.<\/p>\n

According to the information there have been no cases where Liability Orders have been refused by the court, and less than six cases over the years where summons costs have not been awarded.<\/p>\n

Our contact, Mr Somerset was taken to court by Liberata in November 2008, and his costs were not awarded. This is his story. <\/strong><\/p>\n

\u201cLiberata is North Somerset’s housing and council tax benefit specialist. They messed up paying my housing benefit, and have been wilfully neglectful when it has come to sorting out my council tax.<\/p>\n

\u201cBecause of a disability, I live on a low income. I pay rent but get some housing and council tax benefit help. Whilst trying to sort out both, I received\u00a0three letters from Liberata on the same day, each saying I had to pay different amount of council tax. When I phoned Liberata to find out which one was correct, the\u00a0person I spoke to didn\u2019t know which amount was the one to pay. They needed to speak to a supervisor and get them to call me back after the weekend.<\/p>\n

\u201cOn Tuesday after waiting in all day Monday, I phoned my housing association to see if they knew\u00a0what I should of been paying. They knew that Liberata had messed up as I wasn\u2019t the only\u00a0person\u00a0on their housing list that this had happened too.<\/p>\n

\u201cThe housing association informed me what I should of been paying each week, and what they now wanted me to pay as Liberata’s delay had left me \u00a0in serious debt with them.<\/p>\n

\u201cAfter this call I phoned Liberata, and asked why I hadn\u2019t been called back. I was informed that the person I spoke to hadn\u2019t requested a call back. I informed her that because of their mistake I was close to being evicted.<\/p>\n

\u201cAs far as I was concerned my housing association was my main priority. The longer it was taking Liberata to sort out how much money I owed them the more the debt was increasing. All I wanted to do was to get paying what I owed them.<\/p>\n

\u201cThe person I was speaking to on the phone couldn’t help me sort out the developing mess, so I asked to speak to someone like a supervisor who could. I was informed that no one was available and they would call me back. I said well after the last promise I won’t hold my breath but gave them my mobile number because its always on.<\/p>\n

\u201cTwo days later still no call back! Benefit day came so I paid my rent plus some money off of the debt which I owed them. It was working out that I was paying a months rent every two weeks, leaving me with no money for any other bills. Getting by on a day-to-day basis was difficult. I have a child to support and was buying food for her but nothing for myself.<\/p>\n

\u201cMonths passed and the housing debt was almost clear. I was still being passed pillar to post trying to sort out the council tax repayment when out of the blue I was summonsed\u00a0to court for non payment of council tax. I just couldn’t believe it. It seemed that no one wanted to help me at all. Every time I phoned no one could help me sort out my council tax properly, and kept promising to send me letters or make call backs which never came.<\/p>\n

\u201cCourt day arrived and I turned up at Weston County Court. I spoke to someone from Liberata. She just didn’t listen to a word I was saying. Hardly a surprise. I kept trying to explain that all I wanted them to do was sort out the bill and pay it. I got a little bit annoyed as she kept fobbing me off. She pretty much insinuated that I was a liar\u00a0 and then got out of it by saying I was becoming\u00a0violent. I left the room we were in before she could say anything else and waited for my turn in court.<\/p>\n

\u201cWhilst I was waiting, I was approached by other Liberata staff but they didn’t want to listen to what I was saying either. Why would they? They had their sights set on an immediate council tax repayment and the added court charges.<\/p>\n

\u201cWhen\u00a0my turn to see the judge came I told them everything that had been going on.\u00a0 The judge listened\u00a0to me and told Liberata to drop the court charges of \u00a370. This was done to their obvious irritation. They told me they would send me a means test form so they would arrange a repayment plan.<\/p>\n

\u201cIn the meantime, whilst I waited for them to send me a means test form I cleared\u00a0all my rent\u00a0debt and was paying Liberata \u00a320 or more every fortnight since the day in court. As no means test form arrived I assumed that they were happy with the debt being paid off.<\/p>\n

\u201cThen one day I arrived home to find that a bailiff had dropped a letter\u00a0on my doormat because of the non-payment of council tax. I phoned Liberata\u00a0and spoke to a customer service advisor called Lucy. I couldn’t find out what was going on because she cut me off.\u00a0\u00a0 I called back and was put through to Lucy again. I asked why she had cut me off and she said it was me that hung up on her!<\/p>\n

\u201cI demanded to speak to a supervisor to explain why they could do this and she said \u201csorry there isn’t one\u00a0available at the moment\u201d.\u00a0I said I will wait because of all the problems I had last time I was promised a call back. She said \u201csorry that’s not possible a call back is the only option\u201d.\u00a0 I gave her my mobile number again, hung up and called a different number for the same company.<\/p>\n

\u201cI\u00a0 spoke to someone who wouldn’t give me their name. Feeling fed up I asked to speak to someone in the complaints department. She said \u201cno sorry they will have to call you back\u201d.\u00a0 At this point I am sorry to admit, but I started to lose my temper a little and raised my voice. I was not shouting but was loud.\u00a0 They didn’t seem to understand that no one ever bothered to phone back and it was getting me into debt and trouble.<\/p>\n

\u201cUnsurprisingly, this person hung up on me so I called the same number again and recognised Lucy’s voice. I told her straight that I didn’t care how long it took,\u00a0 I just wanted to speak to a supervisor now or a manager as its been 45 minutes and I still did not know why the bailiff had been to my house.<\/p>\n

\u201cShe reluctantly put me through to Daniel Owen, who told me that he was a supervisor, if that is what a Customer Service Specialist is. Apparently one who likes to mock North Somerset residents who contact Liberata, via his Facebook account.<\/p>\n

\"daniel-owen\"<\/p>\n

After a long chat he explained that I should have chased up the Means Test Form, and because I didn’t they could do what they want! It didn’t make any difference that I had been paying them council tax, and at a higher amount than they would have got if I filled in a means test form. The debt had been passed onto the bailiff because they could.\u201d<\/p>\n

Chopsy Baby contacted North Somerset Council, and Liberata<\/strong> about Mr Somerset’s Problems. Liberata would not comment. North Somerset Council investigated Mr Somerset’s problems directly with Liberata and responded with a letter.<\/p>\n

For North Somerset Council, Clive Boxley<\/strong> from the Finance and Resources Investigations and Contracts team responded.<\/p>\n

‘We were advised that your benefit application had been incorrectly administered which had led to your account being summonsed.<\/p>\n

‘You subsequently appeared in front of the magistrates where they granted a Liability Order without costs. You were at this stage advised that a Means Test Form would be issued for you to complete to allow us to calculate your ability to repay the debt. This form was never returned to us, and although some payments were received, there was no official arrangement in place.<\/p>\n

At no time were you advised that the Liability Order was passed on ‘because they could’ and I can confirm the correct procedures have been followed at all times.’<\/p>\n

Squiffy Teddy asked Mr Somerset<\/strong> how he felt about the contents of the letter from North Somerset Council. He said:<\/p>\n

\u201cI was enraged when I read the letter because it was all wrong. The dates and amounts were wrong, with payments I made missing.<\/p>\n

\u201cI was annoyed that it said I had hung up on them when Liberata’s employee had done, and I don’t like the fact that they lied, Liberata quite clearly told me on the phone that they had referred my case to a bailiff \u201cbecause they could\u201d.<\/p>\n

\u201cThe Liberata circus began again when I tried to contact Mr Boxley. On my first phone call to him I was put straight through. On my second call, they told me no such person worked for North Somerset Council. After hanging up I dialled the same number again and was told that he was available but on a different number, which I was duly given.<\/p>\n

\u201cAfter I began to deal directly with Mr Boxley, the bailiffs were called off, and I did not hear from them again. He told me to let him know as soon as I could start paying the amount left.<\/p>\n

\u201cI contacted Liberata to find out what the amount left to pay was. They were to send this to me in a letter. Needless to say this letter never arrived.<\/p>\n

\u201cI did received a letter telling me I owed them some money, but with no amount specified.<\/p>\n

\u201cThe stupid things is, if they hadn’t have got the bailiff involved they would have had all their money by now, and because my benefits had changed, they would have ended up owing me money.<\/p>\n

\u201cI’m still waiting for them to sort this out. It’s only now been a year. This circus will go on. I know it is not just me that has been messed around by Liberata. Other members of my family, friends, many have suffered at the hands of this company.\u201d<\/p>\n

Mr Somerset is still trying to sort out the repayment of his council tax from last year. For this year, so far he owes them nothing.<\/p>\n

* Mr North Somerset’s identity has been withheld at his request<\/p>\n","protected":false},"excerpt":{"rendered":"

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