Important announcement

We will be carrying out essential maintenance on our payment system on Thursday, 21 May. During this time, telephone payments and counter payments (Chip and Pin) at our Community Hubs will be unavailable.

Customers can still pay for services and bills online or via our 24-hour Touchtone payment service on 0300 123 4524.

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Technical Notes 2025, Issue 198 - Debtors Final Reminders

  • Report by:

    Ann Davie, Chief Executive

  • TN Number:

    198-25

  • Subject:

    Debtors Final Reminders

  • Responsible Officer:

    Jamie Robertson – Executive Officer for Finance & Digital Services

  • Publication:

    This Technical Note will be published on the Council’s website following circulation to Members. Its contents may be disclosed or shared out with the Council.

  • The purpose of this Technical Note is to update members on a technical issue which has resulted in a number of outstanding debtors accounts being progressed to final reminder status with recovery letters issued, despite no previous reminders being issued, and in a manner which is not compliant with our normal recovery procedures
  • Members will be aware that recovery on debtor accounts was previously paused whilst the main financial systems were upgraded to Oracle Fusion. Following implementation, some accounts were identified as requiring further checking with recovery holds placed against these to enable the work to be undertaken. This sought to ensure the accuracy of recovery and enable payments made to match invoices issued
  • This process had worked previously in July. This issue has therefore been raised with our Fusion system support partners, Mastek, for resolution. This work is ongoing
  • The Corporate Debt team is responding to an increased number of calls regarding these reminders, providing assurance that these were issued prematurely and not in line with the normal cycle of recovery.  Officers are apologising to customers for this system error with statements being provided to enable customers to identify any historic, missed payments where appropriate
  • Finally, the Finance and Digital Services teams are working with Corporate Communications and the relevant services to reach relevant customers apologising for the situation and asking anyone who may think they are impacted to contact the Corporate Debt Team.