Enhancing debt collections and resident support through LIFT: Insights from the London Revenues Group

In October the London Revenues Group gathered to discuss a pressing challenge: improving council revenue collections while supporting residents facing financial hardship, and Policy in Practice was invited to speak.

The London Revenues Group is a forum attended by Revenues and Benefits Managers from London boroughs. A key focus of this meeting’s discussion was the use of software platforms to bridge data driven income maximisation with effective debt management.

Deven Ghelani, Policy in Practice’s director and founder, explored the cost of living pressures faced by Londoners and their councils, unclaimed support that could boost people’s incomes and benefit take up campaigns that are being run across the capital. Deven also talked about using data smartly to informed collections. We recap on the points he covered in this blog.

Deven Ghelani was invited to speak at the recent London Revenues Group that took place at Westminster City Council Town Hall

Policy in Practice’s Low Income Family Tracker (LIFT) platform, used by most councils across London, offers a powerful tool to support residents and manage debt collections. However, it’s sometimes underutilised when it comes to integrating collections, despite its potential to link benefits data directly to council tax, rent arrears and other outstanding payments.

A single view of debt: streamlining collections with benefits data

Effective debt collection requires a holistic view of all outstanding debts. By incorporating benefits data through LIFT, councils can access a single, comprehensive view of debts owed. This integrated approach connects data from:

• Summons lists
• Final notice lists
• Adult social care (ASC) debt
• Council tax arrears
• Rent arrears
• Housing Benefit overpayments

With this information in one place, councils can prioritise critical debts, like council tax and rent, and reduce the need for costly enforcement.

Policy in Practice is working with local authorities to identify cases for attachment of benefits (AOBs) with opportunities often in the tens of thousands identified each month. AOBs can ensure regular payment while helping residents avoid the added burden of enforcement costs and removing the need for additional enforcement actions.

Setting up attachment of benefits: an effective approach to arrears

LIFT data can also facilitate setting up AOBs, allowing for automatic arrears deductions.

In one London council, 955 households receiving Universal Credit were identified as suitable candidates for AOBs, with no ongoing deductions in place. By leveraging LIFT to identify and apply AOBs, councils can set up steady payment flows, bypass the need for complex payment plans, and minimise additional costs.

London Revenues Group hears about protecting vulnerable residents with proactive data use

A significant advantage of using LIFT is the ability to proactively identify households that may struggle financially and link them to resources before they reach crisis points.

Some councils take this proactive approach further by linking debt data with financial resilience metrics, ensuring those facing financial hardship are directed to income maximisation opportunities through LIFT’s Better Off feature. This feature makes it easier to connect people to benefits, grants and other support systems designed to alleviate financial strain.

Scaling income maximisation and supporting residents across London

The London wide Pension Credit take up campaign, run by Policy in Practice and commissioned by the Mayor of London, has already had a meaningful impact, helping to secure £17 million for residents across the city.

As financial pressures grow, the need for income maximisation becomes urgent. The LIFT platform now offers new tools that facilitate income maximisation at scale, simplifying campaigns and automating outreach to eligible households.

In addition, the Policy in Practice team has been focused on developing LIFT’s capabilities to integrate more debt data, enhancing its value for councils. A recent innovation enables LIFT to track the impact of that take up of Pension Credit and Attendance Allowance on social care costs, offering a clear view of financial dynamics within the community.

Supporting collections and resident wellbeing with LIFT’s evolving capabilities

For councils looking to maximise revenue collections while safeguarding vulnerable households, LIFT offers a compelling blend of tools.

As the platform evolves, it enables councils to use AOBs responsibly, leverage benefits data effectively, and protect those most in need of financial support.

Policy in Practice’s dedicated Client Services team is available to help councils make the most impact with LIFT, while an active community of leading local authority LIFT users from around the country continues to share best practices and success stories.

For London Councils, integrating LIFT into revenue collection and resident support strategies is more than a technological upgrade – it’s a proactive step toward a more resilient and financially stable community.

Find out more about the LIFT community

If you work for a local authority and would like to learn more about Policy in Practice’s LIFT community please email hello@policyinpractice.co.uk.