Case Study: Luton Borough Council achieves council tax savings with Capita One eReviews

Making savings with Capita’s eReviews

Luton Borough Council worked with Capita One to improve the management of council tax single person discounts while encouraging more citizens to use online services. Facing financial pressure and a large volume of discount claims, the council needed a more efficient way to review eligibility, capture contact details, and reduce unnecessary discounts.

Capita One implemented Capita’s eReviews solution, supported by Connect Online Authentication, to let citizens securely review and update their discount status online via email or letter links. The results included nearly 3,000 additional self-service registrations, 19,544 email addresses captured across revenues and benefits, a reduction of 200 single person discounts in the first four months, and an estimated £58,000 saved initially, with projected annual additional council tax income of over £250,000. The council also eliminated the need for 2 agency staff and improved turnaround times from 60% processed within 10 days to 100%.

Luton Borough Council

Clive Jones

Income Manager