Andy and Rachel Hancock moved to Puriton, Somerset, in January, only to find themselves trapped in limbo for 15 weeks while the council delayed updating their council tax address. Despite notifying Somerset Council’s revenue and benefits service promptly, the couple were advised to continue paying council tax at their previous address, facing significant stress and inconvenience.
Local councillor Mark Healey criticized the council’s sluggish response and lack of urgency, highlighting a growing backlog that has left many residents frustrated and unheard. “People are trying to contact this council by phone and email, allegedly to no avail, leaving them frustrated and sometimes angry,” he said during a recent council executive meeting.
The Hancocks’ struggle isn’t isolated. They also faced prolonged delays when seeking confirmation on a planning application submitted in March. Despite multiple emails and calls, they received no timely acknowledgment, only to be advised to wait another ten working days or file a formal complaint. “If you are unable to phone and speak to the department, and they are not replying to emails either, what options are left?” Rachel Hancock questioned.
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In response, Deputy Leader Liz Leyshon apologized and acknowledged the council’s ongoing challenges, citing a major restructuring effort that merged four legacy systems into one streamlined platform. This transition, coupled with the end of a previous contract in the Mendip area, has contributed to current backlogs. “We have brought in additional resources to help reduce the backlog. We do acknowledge the backlog and I apologise for the delays," Ms. Leyshon said.
Residents are encouraged to contact local representatives if facing delays, as the council pledges to prioritize cases and improve communication moving forward.