Changes to how you can make payments to the council

Why have you closed the cash halls?

The way that customers pay for goods and services has changed significantly over the past 20 years. This has led to customers paying more often by debit and credit card and fewer customers visiting the cash halls to pay year on year. Many councils, including all other Gloucestershire councils, have already closed their cash halls.

As part of the Covid-19 lockdown the cash halls were closed in March 2020 and the majority of customers have transitioned to other ways of making payment.

I have always paid at the cash hall, how can I pay now?

Online

Most payments can be made online at cheltenham.gov.uk/payments

Automated telephone 

Call 0300 456 2774 (24 hour service) to pay

• council tax
• housing charges
• Cheltenham Borough Council parking fines
• invoices
• business rates
• housing benefit overpayments
• garden waste subscription renewals

Direct Debits

For council tax you can set up a Direct Debit online at cheltenham.gov.uk/council-tax-payment.

For housing rent, contact the rent accounting team on 0800 408 0000.

At a bank or via internet banking

The council’s bank account details are:

• Sort code 30-00-00
• Account no. 00342572
• Account name: Cheltenham Borough Council Head Office Collection Account.

You will need to quote your customer account/reference to ensure the payment can be identified and allocated to the correct account.

Cash payments

For council tax and rent payments where you can only pay in cash, you will be able to pay in cash at a post office. You will need to contact the council tax team or Cheltenham Borough Homes to set this up.

My CBH Portal

For housing related payments customers can also use My CBH Portal. To access the My CBH Portal you will need to create or log into your CBH account.

I don’t have a bank account and can only pay in cash, how can I pay?

You will be able to pay council tax and rent payments in cash at a post office. You will need to contact the council tax team or Cheltenham Borough Homes to set this up.

As cash usage declines you may find it beneficial to set up a bank account. It would enable you to set up direct debits for regular payments such as council tax and rent, which you may find beneficial if you are unable to leave the house.

What do I need to do to be able to pay at a post office?

You will need either a plastic card or a barcode on a bill. We are currently arranging this with the post office and can let you know when you contact us.

Will I be charged a transaction fee if I pay at a post office?

No.

Will I be charged a transaction fee if I pay at a bank?

If you pay at your own bank they do not usually charge, however you should check with the bank before making payment.

I am worried about my card details being hacked if I use the internet. Is it safe to use your payment system to pay online?

YES. Your transaction will take place in a secure payment system which means all of your personal and card details are protected using encryption when transmitted over the internet.

TLS (Transport Layer Security) technology is used to encrypt the data, a standard supported by major internet browsers.

I don’t want to use your payment system but am happy to pay online from my bank account. Can I do this?

Our online payment system is set up to help ensure that your payment correctly reaches your account as soon as possible so we recommend this as the best way to may an online payment.

However, if you wish, you can make a payment direct from your bank account.

The council’s bank account details are:

• Sort code 30-00-00
• Account no. 00342572
• Account name: Cheltenham Borough Council Head Office Collection Account.

You will need to quote your customer account/reference to ensure the payment can be identified and allocated to the correct account.

What if I make a mistake and pay the wrong amount?

Please phone 01242 262626 and we can check and refund you if you have overpaid.

I don’t have the internet and cannot use the automated telephone, can I still get help in making payment?

Please phone 01242 262626 and a customer service officer will be able to assist you.

Can I still buy and collect trade waste bags/labels from the Municipal Offices?

Yes. To purchase bags and/or labels please use our online trade refuse payment pages where you will be able to purchase a variety of items including the option to have the items delivered to your Cheltenham premises. There is a charge for delivery and if this is required please remember to add the delivery option to your order. If you need assistance in placing your order, please contact customer services on 01242 262626.

Once payment has been made, the bags or labels can be collected from the goods inwards and collections point at the rear of the Municipal Offices, alongside the marked loading bay.  Collections can be made between 9am and 4.30pm Monday to Friday (10am to 4.30pm on Wednesdays). Please bring a copy of the purchase receipt when collecting the items.

Can I still buy and collect garden bags from the Municipal Offices?

Yes. Please call 01242 262626 to place your order and make payment over the phone. You can arrange to have the bags delivered or you can collect from the goods inwards and collections point at the rear of the Municipal Offices, alongsie the marked loading bay.  Collections can be made between 9am and 4.30pm Monday to Friday (10am to 4.30pm on Wednesdays).

Can I still buy and collect beige bags for additional side waste from the Municipal Offices?

Yes. Please call 01242 262626 to place your order and make payment over the phone. You can collect from the goods inwards and collections point at the rear of the Municipal Offices, alongsie the marked loading bay.  Collections can be made between 9am and 4.30pm Monday to Friday (10am to 4.30pm on Wednesdays).

Why are you phasing out cheques?

The use of cheques continues to decline and cheques are now the least used method of payment.

We have already started to take steps to phase out cheques and will continue to do so over the forthcoming months whilst advising customers of the alternative payment options.

Why does your stationery still say that I can pay at the cash hall or by cheque?

Some stationery is printed in advance and the decision to close the cash halls has only been made recently. The payment stationery will be updated as soon as possible.