We are improving the way you make card payments to the council over the phone. You will no longer need to read out your card details to officers, meaning payments are handled even more securely.

What this means for you

When you call us to make a payment, if you’re speaking to officers in the Contact Centre, you will now have 2 secure options:

• Enter your card details using your phone keypad - you’ll stay on the call, but the payment system will take over securely. Our staff will not hear or see your card number.
• Receive a secure payment link - if you prefer, the advisor can send you a payment link via text message or email. You can open the link and complete the payment on your own device whilst still on the call.

If you’re speaking to officers not from the Contact Centre, the second option will be used. A secure payment link sent to you by text or email. This allows you to enter your card details privately and securely on your own device.

Why are we making these changes

We’re removing the old process where customers read their card numbers out over the phone. This helps make payments:

• More secure
• More confidential
• Reduces risk of fraud or accidental disclosure
• Your card details will no longer be heard, written down, or handled directly by council staff

If you have any questions our advisors will be happy to explain the new process when you call.