We are continuing to work hard to recover systems and resolve the significant disruption caused by the serious cyberattack that has affected services since October. 

This advanced, criminal attack remains under investigation by the Council, National Cyber Security Centre and National Crime Agency, and we are also working closely with the Information Commissioner’s Office.

While some services are running as normal and we have been able to find new or temporary ways to run others, unfortunately some services remain unavailable and we know this will have a significant impact on residents who rely on them. While we are not yet able to give firm timescales due to the complexity of the recovery work, our staff are doing everything possible to restore affected services to normal operation as quickly as possible. 

We are very sorry for the impact this criminal attack is having for our residents, and we urge anyone who needs advice to get in touch. We will continue to provide updates via our website and regular newsletters.

Land searches and planning applications

We remain unable to process land searches for residents buying property, and this service is unlikely to be fully available before the end of the stamp duty holiday in March 2021. 

We hope to offer a partial service in the coming weeks, and have written to applicants and agents to outline which elements of the service are publicly available, and which we expect to offer as a partial land search service. Affected residents should speak to their lender or mortgage broker about taking out indemnity insurance. Visit the Land Searches page for more information.

Planning applications submitted before 1 October cannot be processed, and applicants have been contacted directly by the Planning Service, with advice provided on the best way forward. In some cases, this involves re-submission of applications on the Council’s new planning system. Some applications received before 1 October have now been resubmitted using the new system and are progressing towards a decision.

Ordering and reporting

Disruption to normal systems used to process reports such as noise nuisance, anti-social behaviour and missed waste collections means responses and investigations may be slower than usual.

Payments

The online portal for paying rent, paying service charges and checking your balance is temporarily unavailable, as well as the Council’s One Account system but new forms are available for benefits applications.

Many payment options are unaffected and are safe and secure to use, such as online payments through our multiple payments portal, over the 24/7 automated phone payment system by calling 020 8356 5050, online bank transfer and at a bank, Post Office or Paypoint location.

We currently cannot accept some forms of payment, amend existing payment schedules both to and from the Council or make certain one-off payments.

Some direct debit payments are being processed in line with the most recent payment on your account. In a small number of cases where this varies slightly from the agreed amount for the next payment, this will be reflected in future payment schedules.

New applications for benefits such as Housing Benefit, Council Tax Reduction, or Discretionary Housing Payments are being processed more slowly than normal. Approved claims will be backdated to date of application. If you have submitted an application but need urgent assistance, contact the benefits service on 020 8356 3399.

Find out more about how services for Council tenants and leaseholders are affected.

Safeguarding

If you’re worried about the safety of a child or adult, it’s really important that you continue to report your concerns. Find out what to do if you’re worried about a child or young person, or an adult. 

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