Andy and Rachel Hancock, who recently moved to Puriton, Somerset, have faced a frustrating 15-week wait to update their council tax address due to a significant backlog at the local council. Having relocated in January, the couple promptly informed the council’s revenue and benefits service, hoping to have their records updated swiftly.
Instead, they were met with prolonged silence and delayed responses that left them feeling abandoned. Their local councillor, Mark Healey, publicly criticised the council for its lack of urgency and poor communication, highlighting a growing frustration among residents trying to get in touch via phone or email.
“We are in total despair over concerns with Somerset Council and the lack of communication,” the Hancocks stated in an email read out at a recent council meeting. “We were told it would take 15 weeks to update our council tax address and to continue paying under our old address until it was corrected. This is an unacceptable timeframe, especially when other institutions require proof of address more quickly.”
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Their difficulties extended beyond council tax. The couple encountered similar delays with the council’s planning service. After paying planning fees in early March, they received no confirmation that their application had been validated, a step that typically takes three to five working days. Multiple attempts to follow up by email and phone yielded little progress, with the council advising them to lodge complaints if unsatisfied with the delay.
Deputy leader Liz Leyshon acknowledged the issues and offered a formal apology. She explained that the revenues and benefits department underwent a major restructuring, including merging four legacy systems into one and ending a contract with Capita in the Mendip area. These changes, combined with the ongoing backlog, have caused service disruptions.
“We have brought in additional resources to help reduce the backlog and apologise sincerely for the delays,” Ms. Leyshon said. She encouraged residents and councillors to reach out directly with concerns to ensure cases receive priority attention.
The Hancocks' experience underscores wider challenges facing Somerset Council as it works to improve responsiveness amid systemic changes, leaving local residents hoping for quicker resolutions in the future.