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Your Borough Of Poole

Your Questions Answered

Your ability to pay

I can't afford to pay, what should I do?

If you are finding it difficult to pay your bill when it is due, please contact us on 0345 034 4569 or email us at svpp@poole.gov.uk

I am on benefit, why have you sent me a bill?

If you are already entitled to Council Tax Support, we are still required to send you a bill showing the new Council Tax amount and the amount of your reduction. If you have recently applied for Council Tax Support and are waiting for your application to be assessed, then a revised bill will be sent in due course if there is any change to the amount you will have to pay. If you have any questions about a Council Tax Support application you can either view our Local Council Tax Support pages or contact us on 0345 034 4569.

Am I entitled to Council Tax Support/Other Benefit?

Please view our Local Council Tax Support page.

What are my payment options?

Payment options can be found on the pay your council tax page.

Why is the bill split into 10 payments rather than 12?

Council Tax legislation allows for the customer to have the statutory right to pay by instalments. The bill is spread over 10 payments but if you would prefer to pay over 12 payments please email us at svpp@poole.gov.uk with your reference number.

Can I pay on a different date in the month rather than the first?

Yes, but only if you pay by direct debit. You can pay by direct debit on either the 1st, 15th or 25th of the month. If you are not paying by direct debit, payments are due on the 1st of the month.

Can I pay weekly?

We require the instalments to be paid by the due dates shown on the bill. Provided weekly payments are made in advance and the month’s payment is received by the first of each month as shown on the bill that should be fine.

I have arrears from a previous year but can't afford to pay in full, can I spread the amount over the next 10 months and pay it with my new instalments?

Please email us at svpp@poole.gov.uk with your request and we can review this.

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General queries about Council Tax

I have a new bill which shows an outstanding amount for last year. I have already paid this, why is it shown?

Your new bills are generated approximately two weeks prior to them being issued. Your bill will show the cut off date after which any payments will not be included.

This amount is NOT included in the instalment amounts shown for the new year.

If you have paid this amount since the cut off then this will not be shown on the new bill that you have received. If you register for online self service you can view the payments made to your account and the latest balance. Alternatively, if you would like to check to see if the payment has been received then please email us at svpp@poole.gov.uk with your reference number.

What can I do online?

I registered for an electronic bill but have a new email address. Can you send me a new one?

Yes. Please email svpp@poole.gov.uk with your details and new email address.

Can I sign up for an electronic bill?

You can register for online bills here at any time to receive bills this way in the future.

How do I appeal against the valuation of my property?

Please visit the Valuation Office Agency or phone 03000 501501. You must continue to pay your existing Council Tax bill based on the current banding even if you are appealing against the valuation.

Why is the bill in my name when other adults live at this address?

Liability for Council Tax is decided on a hierarchy basis of the right to occupy i.e. owner occupier, leaseholder, tenant etc. normally, those with an equal right to occupy, will be jointly liable for Council Tax. However, we only put up to two names on the bill.

I have a new bill but my partner has moved out, what do I need to do?

We need details of the date your partner moved out and where they have moved to before we can amend your bill. Please email us this information and your reference number to svpp@poole.gov.uk or complete an online form.

I have moved and already advised you, why have you sent the new bill to my old address?

Depending on when you advised us of your move, it may have been too late to amend the new bill and stop it from being sent out. If you have given us the details after the end of February, we will be updating our records shortly and sending you a new bill as soon as possible.

There were no payment slips enclosed with my bill. Can you send me some?

We no longer provide payment slips. If you wish to pay at a bank branch, the necessary information is contained in your bill. On the back of your bill is the sort code and account number of our bank account. Your reference number and instalment amount are shown on the front of your bill. You must ensure that you quote your Council Tax reference number exactly as shown on your bill when making payments. Failure to do so will result in a delay in the money reaching your account.

If you would like to pay at the Post Office, you can use the barcode which is shown on the bottom right hand corner of your bill (the standard Post Office fee will apply). Paying by direct debit is the most popular method of payment used by our customers. If you would like to pay by direct debit, you can set one up here.

Can I request a review of my Council Tax Bill?

If you think your Council Tax bill is wrong, please tell us as soon as possible.

Please give details of the decisions you do not agree with. We may ask you for more information so we can review our initial decision.

Remember, you must still keep your payments up to date in the meantime.

You should ask for a review of your bill if:

  • we have sent the bill to the wrong person
  • your home should be exempt from council tax
  • the amount of the bill is incorrect, for example, you think you should have a discount

You can do this by email (svpp@poole.gov.uk

You will need to state clearly what it is you are asking us to reconsider and provide supporting evidence.

If we agree that your bill is wrong we will send you a new one. If we decide the bill is correct we will contact you giving a full explanation.

We have to make a decision within two months, although you should receive a response sooner than this. If you disagree with our decision, or we have taken longer than two months, you can appeal to a Valuation Tribunal. If you do this, you will need to do it within two months of our decision, or four months from when you first wrote to us if you haven’t had a response.

Can I appeal my Council Tax Liability?

You can ask us to reconsider our decision:

  • To hold you liable for council tax, on your own or with someone else.
  • Not to award a discount or exemption.
  • Not to award a disabled reduction for your property.
  • To issue a completion notice for a new or altered property.

We will respond in writing after we have made a decision. We aim to do this within two months although you should receive a reply much sooner.

If we agree that your liability is incorrect we will send you a revised bill. If we decide our original decision was correct we will provide you with a written explanation. You will have the right to appeal to the Valuation Tribunal within two months from the date of our response.

If you have not received a reply after two months please contact us again first to check that we received your original request. After two months of your original request you can appeal direct to the Valuation Tribunal within a further two months.

You can appeal your Council Tax liability by email or write to the Council Tax team.

You will need to state clearly what it is you are asking us to reconsider and provide supporting evidence.

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Contact us


0345 034 4569

Text Relay
18001 0345 034 4569


Stour Valley and Poole Partnership
PO Box 722
BH15 2YE