Harmonising payment options and the proposed removal of paying by cash at the Corby Cube

Closed 3 Dec 2024

Opened 6 Nov 2024

Contact

yourvoicematters@northnorthants.gov.uk

Feedback updated 16 Jan 2025

We asked

As part of aligning the wider customer experience offer, we are working towards customers being able to interact with any of our customer facing offices, in a harmonised way. The ways in which we process payments should be consistent, efficient and effective across all areas. 

The closure of the Corby Cube cash office facility during the recent pandemic, resulted in a behaviour change, with many customers using alternative payment methods. The Corby Cube is also the only council venue that hosts a cash office.

We are proposing to remove the ability to pay by cash at The Corby Cube. However, customers will still be able to use this method of payment in several establishments, who are open more regularly than the Corby cash office (which is only open 3 days per week; 09:00am to 2:00pm)

You said

  • There were 36 respondents, (of which 29 were residents, 5 staff members and 2 Councillors).
  • Of those surveyed, 7 (19%), disagreed that the options to make a payment to the Council should be the same across all of North Northamptonshire.
  • Of those surveyed, 14 (39%), usually make cash payments at the Corby Cube cash office.
  • The ability to make a payment by cash was discussed as being a preferred option for the following reasons: 
    • Ease of use (i.e. how income is either paid or drawn down; convenience of visit to the town centre).
    • Struggle with online payments.
    • Personal choice.
  • Whilst considering the payment methods available, it was highlighted that card payments are not facilitated in the library.
  • There was strong feedback on not losing the ability to make a payment by cash.
  • Of those who usually make cash payments at the Corby Cube cash office, 9 (64%), would use a Post Office to make a cash payment, and 6 (43%), would use a Paypoint / Payzone outlet.
  • The uptake of the survey was low, with an estimated 1.4% of service users taking part.

We did

Following consideration of all the feedback received and the Bank of England report of 2021 Update on the future of Wholesale Cash Distribution in the UK, the decision has been made to adopt the consultation proposal for harmonising payment options and removal of paying by cash at the Corby Cube cash office.

Next steps:

  • To review card payments in libraries and how this can be implemented for library shop and printer purchases.
  • Customers will be proactively engaged from week commencing 13 January 2025. The last operating day of the Corby cash office will be Monday 31 March 2025, allowing time to support customers through annual billing and any rent increase letters.
  • We will have an additional member of staff on reception from 13 January to 31 March, during the cash office operating hours.
  • The new annual billing letters will all have barcodes on the letters and information on how the barcodes can be used to make payments and where payments can be made.
  • We will also be updating our website contact us page with a list of services available at our customer service hubs, including making a payment. This will evolve as we go through the office rationalisation project and incorporate actions from our recent audit on the service offer. 

Overview

North Northamptonshire Council is continuing its journey to align services. As part of aligning the wider customer experience offer, we are working towards customers being able to interact with any of our customer facing offices, in a harmonised way. The ways in which we process payments should be consistent, efficient and effective across all areas.

We have identified the closure of the Corby Cube cash facility during the recent pandemic resulted in a behaviour change, with many customers using alternative payment methods. The Corby Cube is also the only council venue that hosts a cash office.

Currently the following council payment options are available across North Northamptonshire:

  • Self-serve computers in customer service setting to enable online payments, in all offices
  • Chip & pin terminals for card payments, in all offices
  • Cash (Corby Cube only)
  • Set up of Direct Debit for council tax, in all offices
  • Standing order with bank/building society
  • 24 hour automated payment line via 0300 126 3000

The proposal

We want payment options to be clear and consistent for all of our residents.

We are proposing that the following payment options will be made available across all of North Northamptonshire, to support customer choice in a consistent way:

  • Self-serve computers in customer services to enable online payments, in all offices. Additional support will be provided in Corby initially
  • Chip & pin terminals for card payments, in all offices
  • Set up of Direct Debit for council tax, in all offices
  • Standing order with bank/building society
  • 24 hour automated payment line via 0300 126 3000
  • Barcoded council tax bills for payment at locations such as at banks and post offices
  • Allpay cards for tenancy payments

This proposal means the removal of the ability to pay via cash at the Corby Cube.

Whilst we are proposing to remove the ability to pay by cash in one of our offices, customers will still be able to use this method of payment in several establishments, who are open more regularly than the Corby cash office (which is open 3 days per week: 09:00am to 2:00pm).

Customers will be able to continue to pay by cash at:

  • Their local Post Office branch (there are five within one mile of The Cube)
  • Local Paypoint/Payzone outlets including Co-op (there are 20 outlets within one mile of The Cube). They also offer a longer opening timeframe for customers.

Cheque payments are not affected and will continue to be accepted at all of our sites.

We would like to understand how this proposal may impact you and hear any ideas you may have to reduce any perceived impact.

How to have your say

You can share your feedback in several ways:

  • Via the online survey below
  • Paper versions of this survey are available at the Corby Cube reception, Monday to Friday, 9.00am to 5.00pm. You can complete and return to Corby Cube reception staff or alternatively post.
  • By sending your comments in the post or by email:

               Harmonisation of payment options consultation
               North Northamptonshire Council
               The Cube
               George Street
               Corby 
               NN17 1QG

  • By telephone: 0300 126 3000

Please contact us if you have any queries or would like a copy of this questionnaire in another format (including easy read or large print).

This consultation closes at 23.59 on 3 December 2024.

Next steps

Your feedback is really important to us. All consultation feedback will be analysed and considered and will help inform our future decision making.

Thank you for helping us by completing this questionnaire.

For information about how consultation and engagement responses are managed, please see the consultation and engagement privacy notice. 

Interests

  • Engagement activities
  • Your council