Update to the Council Tax, benefits and business rates system

Why we are updating our systems

We currently use 3 Revenues and Benefits software systems covering different areas within Buckinghamshire and are moving to a single system serving the whole of Buckinghamshire.

A single unified system will:

  • mean a more efficient, and consistent service to council tax payers, benefit recipients and business rates payers
  • provide a range of self-service options
  • allow customers to access, check and update their details quickly

During the upgrade we will need to close our systems down for a period of time to allow for all the information to be moved across to the new system.

When the system goes down

The council tax, benefits and business rates systems are currently closed.

The systems closed on:

  • Friday 12 August 2022 for former Chiltern and South Bucks district areas
  • Thursday 22 September 2022 for former Aylesbury Vale and Wycombe district areas

The new single system is expected to be available from Thursday 27 October 2022.

The majority of residents will not be impacted by system close down.

Online forms will continue to be available so that you can tell us about changes to your circumstances, and make requests to the service.

We will continue supporting vulnerable customers and those who are less able to self-serve.

We will process requests and reply to emails in date order once we are able to do so at the beginning of November 2022.

If during the close down your circumstances change and you are in genuine hardship, please contact us as soon as possible and we will do all we can to help you.

How we will deal with requests and applications

During the close down of your areas revenue and benefits systems, all forms will continue to be available as normal.

So even when the systems are down, you can still make applications in a timely way.

These can be accessed via our website in our Council Tax, business rates and benefits sections as normal.

When claims will start

Any successful claims that have been submitted during our close down period, will start from the date the application was made.

How services will be affected

Find out how each service will be affected.

When the system is up and running

We will process requests and reply to emails in date order once we are able to do so at the beginning of November 2022.

The council will have additional staff available to clear the backlog of requests so that when items can be processed, they will be done as quickly as possible.

We anticipate being back to normal service levels by the end of January 2023.

A new system for former Chiltern and South Bucks district areas

The Customer Access system that we currently use for former Wycombe and Aylesbury Vale district residents, will be rolled out to residents in former Chiltern and South Bucks district areas so that all areas will be using the same system.

Former Chiltern and South Bucks district area residents will:

  • be allocated a new account number to be used in future correspondence (the old account number will continue to work for payments)
  • if they are Direct Debit payers, be notified that the Direct Debit service user number that appears on bank statements will be changing from Thursday 3 November 2022

Otherwise no action is needed, and Direct Debits will continue to be taken on the agreed schedule.

Contact us

If your question hasn’t been answered, you can contact us online or by email:

In cases of extreme hardship, please email: [email protected].