Transforming Direct Debit collections with Access PaySuite

Brent Council's journey shows how transformation is about more than systems - it’s about people, efficiency and value. By improving payments through Access PaySuite Direct Debit and Know Your Customer (KYC) solutions, they've reduced costs, increased income certainty and made life easier for staff, residents and businesses.

The challenge

Brent Council is one of London’s most vibrant and diverse boroughs, providing essential services to over 330,000 residents and a wide range of local businesses. From supporting vulnerable adults through social care to running licensing, business permits and environmental services, every department plays a part in keeping the community and economy running smoothly.

Behind the scenes, this work is powered by people. Finance teams are making sure every pound is accounted for. Debt recovery officers handle sensitive conversations with care and compassion. IT and application support officers ensure systems run seamlessly, so staff can focus on helping residents and businesses, rather than fighting with technology.

For years, the Council’s payment collection processes relied on traditional methods, standing orders, cheques and online payments. While these options worked, they weren’t always the easiest or most flexible, especially for residents and businesses with complex or changing circumstances. Payment amounts could vary month to month, and chasing missed or underpaid bills often fell to the frontline team.

The people at Brent Council knew there had to be a better way. Not just for their efficiency, but for the well-being and peace of mind of their residents and local businesses. They envisioned a future where paying for services was simple, secure and stress-free, and where Council officers spent less time chasing payments and more time delivering value to the community and economy.

That vision became reality through a collaborative journey with Access PaySuite Direct Debit and KYC solutions.

The solution

Before embarking on their transformation, Brent Council’s payment collection methods were shaped by tradition. Residents and businesses paid through standing orders, cheques, and manual online processes, familiar but not always convenient or flexible.

For everyone involved, this could lead to avoidable stress. Payment amounts sometimes varied month-to-month, standing orders didn’t always align, and chasing late or missing payments became a time-consuming, sensitive task for Council officers.

"Standing orders gave residents control, but they weren’t always the easiest option when payments changed," explains Shafiq Kazi, Business Analyst at Brent Council. "It sometimes created confusion and extra work for everyone."

The frontline team knew they could do better, not just for themselves, but for the residents and businesses they serve. They wanted to reduce effort, remove uncertainty and make paying as stress-free and straightforward as possible. Direct Debit, through Access PaySuite, offered a secure, automated way to do just that.

The impact

The turning point came through an ongoing relationship with Access Group. When Sam Potter introduced the Access PaySuite Direct Debit CMS system combined with KYC verification, the team saw a solution tailored to their needs.

"We didn't need convincing," said Shafiq. "It was clear, if we wanted control, compliance, and efficiency, this was the way forward."

The Council recognised implementation would bring new learning curves, especially regarding customer verification (KYC). But they were motivated by the potential: streamlined processes, improved security, and a better experience for both staff and everyone paying for services.

Introducing the new Direct Debit and KYC system brought inevitable challenges. Early on, KYC checks had a high failure rate, raising questions about ease of use. However, Access PaySuite’s support, especially the expert help from Phil, made all the difference.

"It was frustrating at first," recalled Sanjay Patel, Applications Support Officer. "But Phil walked us through it, and things got smoother very quickly."

Rolling out across service areas required patience, training, and support. Debt Recovery Officer Rikin Bhayani became a key champion, guiding colleagues and ensuring the process felt manageable for all.

"It’s been a true team effort," Rikin shared. "Everyone pitched in, learned together, and helped each other out."

Smarter Payments in Action with Direct Debit

Brent Council quickly began to see the positive impact of Access PaySuite’s Direct Debit solution:

• Time savings and efficiency:

  Over 8 hours saved per month in admin and manual processes, reducing costs and freeing up staff for higher-value work.

• Compliance confidence:

  Fully KYC-compliant, reducing risk and protecting residents, businesses, and the Council.

• Reduced stress and fewer queries:

  Fewer calls and payment queries, especially about missed or varying amounts.

• Better user experience:

  Simple, reliable and flexible Direct Debit options that ease financial management for residents and businesses alike.

• Revenue stability and ROI:

  Commercial partners, such as the "Ice Cream Man," now pay reliably, reducing arrears and improving cash flow.

Today, Brent Council's approach to payments has evolved into a forward-thinking, resident- and business-friendly model, thanks to Access PaySuite Direct Debit and Know Your Customer (KYC) solutions. Adoption is growing across departments, including Adult Social Care, Licensing, Waste Services and business payments, bringing consistency and ease to previously complex payment areas.

"We're blazing a trail here," said Shafiq. "Not many councils have this kind of compliant Direct Debit process yet, but they should. It works for everyone."

Plans are already underway to further integrate Access PaySuite into back-office systems, ensuring continuous improvement.