Vulnerable residents left frightened as arrears reach £263 million

COUNCIL TAX debt in Wales has soared to £263 million, with Pembrokeshire now among the top ten counties for arrears per household. As enforcement agents were attending properties in Milford Haven last month, concerns are growing over the treatment of vulnerable residents.

Figures released by the Welsh Government show that arrears have risen by 139 per cent since before the pandemic. Of the total, £103 million relates to the most recent financial year, with a further £160 million carried forward from previous years.

In Pembrokeshire, the amount of unpaid council tax rose to £8.75 million by the end of March 2025—an increase of £370,000 on the previous year. With around 70,000 chargeable properties in the county, this equates to approximately £125 per household.

Across Wales, Gwynedd has the highest average arrears per household at £373, while Neath Port Talbot has the lowest at £64.

Magistrates issuing more liability orders

The Herald understands that magistrates in west Wales have been busy issuing liability orders to local residents who have fallen behind on payments. The lists of names appearing in court each month appear to be getting longer.

A liability order allows the council to pass a case to enforcement agents—commonly referred to as bailiffs—who are then authorised to recover the debt using statutory powers.

Woman left terrified after bailiff threat

A woman in Milford Haven contacted The Pembrokeshire Herald in tears after a bailiff from Excel Civil Enforcement Ltd told her he would break into her home if she did not pay £400 immediately.

The woman, who has asked not to be named, said she is currently under the care of the NHS Crisis Team following a recent domestic abuse incident. She offered to pay £150 on Tuesday, when she is next due to receive money, but the offer was allegedly refused.

She has since submitted a safeguarding referral to Pembrokeshire County Council and is receiving support from local services.

Allegations of misrepresentation

The Herald has seen evidence suggesting that misleading information has been given by enforcement agents operating in the county. In one case, a bailiff told a resident he could enforce a council tax debt by attending a business premises simply because the debtor was a company director. This is not legally correct.

There have also been concerns raised about the application of fees. In one case, a payment of £400 was taken before the resident was told that the enforcement fee had not been added—despite suggestions to the contrary during initial contact.

Calls for a more compassionate approach

The Welsh Government is currently consulting on proposals to reform the council tax enforcement system, including extending the period before a resident becomes liable for the entire year’s bill from two weeks to two months.

Finance Minister Mark Drakeford said the current enforcement rules were “too aggressive” and needed to change. A national revaluation of council tax bands—last reviewed in 2003—has also been delayed until 2028.

Council tax remains the largest source of locally raised income for Welsh local authorities. In Pembrokeshire, the council collected around £97 million in 2024–25, but rising arrears have placed increasing reliance on enforcement action.

What residents should know

Council tax is a priority debt and cannot be ignored. However, residents are entitled to help and advice. Pembrokeshire County Council offers payment plans and reduction schemes for those on low incomes. Debt charities including Citizens Advice and StepChange also provide free confidential support.

If a resident is vulnerable—due to health, disability, or mental distress—they can request that the council pause enforcement and handle the matter directly.

Bailiff rules: Know your rights

Bailiffs cannot simply break into a home to collect unpaid council tax. They may only enter through an unlocked door and cannot use force unless they have a court-issued warrant and have previously gained peaceful entry. Even then, strict rules apply.

If no entry has previously been made, bailiffs must not threaten forced entry. Residents who feel intimidated or are misled by enforcement agents should report the matter to the council and the enforcement firm involved.

If you have been treated unfairly by a bailiff in Pembrokeshire, contact us on [email protected]

Your information will be treated confidentially.