The Council agreed to: review its processes and advise staff of the incident and its consequences and make the training/reference material more robust; target requests for detailed council tax reduction calculations and send them to a specific priority workstream so they are treated urgently and do not get mixed up with general correspondence; change the wording on council tax bills from a passive statement to request information to a more informed statement that it is a right to have it should you so wish, something akin to ‘You are entitled to a written statement setting out the reasons for the reduction decision or, details of the appeals procedure. Please contact us within one month to request this … which will be in bold to stand out on the page.’