Norwich City Council apologises for early direct debit error
Payments were withdrawn three days early, prompting an apology and a pledge to cover any bank fees.
Norwich City Council has apologised to taxpayers and pledged to reimburse anyone who incurred extra charges after council tax and business rates payments were collected earlier than scheduled.
The payments, which were due on Monday 1 September, were mistakenly taken on Friday 29 August, prompting an urgent investigation by the local authority.
In an email sent to affected customers, the council offered its “sincere apologies” and acknowledged the potential financial impact on residents and businesses.
“We are sorry if this has caused any inconvenience or if this has had a financial impact on you or your business,” said a spokesperson.
The council has confirmed that no further payment will be taken on 1 September, and anyone charged overdraft or banking fees as a result of the error will be reimbursed in full.
To claim compensation, residents must provide:
A copy of their bank statement or a letter from their bank showing the charges
Their full name and address
Their council tax account number
Claims should be sent to [email protected]
The error is being treated as a “matter of urgency,” and the council has said it is reviewing how the issue occurred to prevent similar incidents in the future.
Those whose payment failed due to insufficient funds will still need to pay using one of the council’s alternative methods, including online, by phone, or via PayPoint.
Norwich City Council provides services to around 144,000 residents. For the 2025–26 financial year, council tax bands range from £1,549 for Band A properties to £4,783 for Band H.
Business rates are also charged on non-domestic properties, based on their rateable value as determined by the Valuation Office Agency.
For further assistance, residents are advised to contact the customer service team on 0344 980 3333 (Monday to Friday, 9am – 4pm).