The challenge
Serving over 330,000 residents in North West London, Brent Council delivers a wide range of public services, from Adult Social Care to licensing and environmental services. Improving how payments are managed has been critical to supporting both operational efficiency and community wellbeing.
Brent Council previously relied on traditional payment methods such as standing orders, cheques, and manual online payments, which created inefficiencies and inconsistencies in collection.
These challenges included:
- Time‑consuming manual administration
- Payment mismatches due to variable billing amounts
- Increased workload for debt recovery teams
- Poor customer experience for residents and businesses
For many UK councils, outdated payment methods can lead to missed payments, increased arrears, and higher operational costs.
"We didn't need convincing, it was clear. If we wanted control, compliance, and efficiency, this was the way forward."
The solution
To address these challenges, Brent Council implemented Access PaySuite’s Direct Debit solution alongside KYC verification tools. This introduced a secure, paperless way to manage recurring payments while ensuring compliance with identity verification standards. Direct Debit provided the flexibility that traditional payment methods couldn’t offer, allowing payments to adapt more easily to changing amounts. At the same time, KYC checks added an extra layer of security and compliance, helping protect both the Council and its customers.
"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 transition wasn’t without its learning curve, particularly in the early stages of KYC adoption. However, close support from the Access PaySuite team ensured the Council was able to quickly overcome initial challenges and build confidence in the new system.
"Would we recommend Access PaySuite? Absolutely, it's demanding, exciting and rewarding - and that's exactly what positive transformation looks like."
The impact
Since implementation, Brent Council has seen meaningful improvements in both operational efficiency and payment reliability. Administrative time has been reduced, allowing teams to focus more on delivering services rather than managing payment issues. In practical terms, this has meant:
- noticeable time savings in manual processes each month
- fewer payment queries and reduced inbound calls
- improved consistency and reliability of incoming payments
- stronger compliance through integrated KYC verification
"We didn't need convincing," said Shafiq. "It was clear, if we wanted control, compliance, and efficiency, this was the way forward."
One of the biggest shifts has been the move away from chasing payments. With Direct Debit in place, collections are more predictable, helping improve cash flow and reduce arrears, particularly for business payments and variable service charges.
"It’s been a true team effort," Rikin shared. "Everyone pitched in, learned together, and helped each other out."
A better experience for residents and businesses
For residents and local businesses, the change is equally significant. Payments are now simpler, more flexible and easier to manage, with less risk of missed or incorrect amounts. Rather than worrying about aligning standing orders or remembering to make manual payments, customers benefit from an automated process that works in the background. This reduces stress and creates a smoother overall experience, particularly for those with more complex or changing payment needs.
It was frustrating at first, but Phil walked us through it, and things got smoother very quickly.
Supporting long-term digital transformation
Brent Council’s use of Access PaySuite is continuing to expand across multiple service areas, including adult social care, licensing, environmental services and commercial payments. This is helping to create a more consistent, joined‑up approach to payment collection across the organisation. Looking ahead, further integration with back‑office systems will continue to streamline operations and support the Council’s wider digital transformation goals.
"For me, it's about creating certainty. We’re no longer chasing missed standing orders or lost cheques. Now, payments just flow smoothly and reliably."
Conclusion
The introduction of Direct Debit and KYC through Access PaySuite has enabled Brent Council to modernise its payment processes, reduce inefficiencies and deliver a better experience for residents and businesses. More than just a system upgrade, it represents a shift towards a more proactive, secure and customer‑focused approach to payment management, one that supports both operational excellence and long‑term growth.
"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.
Discover how Access PaySuite can help your organisation.
Why should local Authorities move to Direct Debit for payments?
Local Authorities should adopt Direct Debit to improve payment reliability, reduce arrears, and automate recurring collections. It provides a more flexible and accurate way to manage payments, especially where charges vary.
What challenges do councils face with traditional payment methods?
Traditional methods like standing orders and cheques can lead to mismatched payments, missed payments, and increased administrative workload. They also create more queries and require staff to spend time chasing outstanding balances.
How does Direct Debit improve payment collection for Local Authorities?
Direct Debit automates recurring payments, ensuring they are collected on time and in the correct amounts. This improves cash flow, reduces missed payments, and provides greater income certainty.
Why is identity verification important in Local Authority payment processes?
Identity verification helps ensure that payments are secure, accurate, and linked to the correct individual or business. For local authorities, it reduces fraud risk, supports compliance, and builds trust in digital payment services.
What are the benefits of digital and paperless payment solutions for councils?
Paperless payment solutions streamline processes, reduce manual administration, and make it easier for residents and businesses to pay. They also improve efficiency, lower costs, and create a more convenient user experience.