From March 2026 we have improved the way you make card payments over the phone to the council.
These changes mean your card details will now be handled more securely, and you won’t need to read them out to a member of staff.
Online card payments via our portals are not affected - it's just card payments over the telephone.
What this means when you call us to make a payment
Customer Services
If you’re speaking to Customer Services you will now have two secure options:
1. Enter your card details using your phone keypad
You’ll stay on the call, but the payment system will take over securely.
No one at the council will hear or see your card number.
2. Receive a secure payment link
If you prefer, the advisor can send you a payment link by text message or email.
You can open the link and complete the payment on your own device while still on the call.
Other council staff
If you’re speaking to council staff outside Customer Services:
These teams will use the second option and 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 we’re 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 private
- less at risk of fraud or accidental disclosure
Your card details will no longer be heard or handled directly by council staff.
If you have any questions
Our advisors will be happy to explain the new process when you call.
FAQs
Do I need mobile banking or a bank app on my phone to complete the payment?
You do not need a special application on your mobile device.
Enter your card details using your phone keypad
You will enter your card number using your device keypad privately and securely.
Receive a secure payment link
You need to access your email or text messages and be able to follow the embedded link through a web browser on the same device to the secure payment link.
You can open the link and complete the payment on your own device while still on the call.
What is the alternative if I don’t want to use the system?
Please speak to someone in customer services to discuss any alternative arrangements or support needed to make payments for council services.
How secure is the new system?
The new system incorporates some of the most recent developments in security to ensure that a payment is processed in a way that protects all customer transactions with the council.
The new payment processing is independent of the council and is handled by our payment solutions provider. It complies with current statutory requirements to separate transaction data from payment data. The council receives a customer’s payment after our providers have processed the transaction.
