November 2024: Error in direct debits

Some of our residents pay the tax by direct debit in six instalments. Unfortunately in 2021, 2022 and 2023, the direct debit of 1 or more instalments for a group of residents did not go well. This made it appear on our administrative records that the payments had been made, when in fact they had not been.

Some residents have already received a letter of apology about this, along with a revised payment reminder. Other residents accidentally received only a regular payment reminder without an explanation of the situation. This can be confusing. We would like to apologise for this.

What are we doing to fix this?

• As soon as possible, we will send a letter of apology explaining the situation to all affected customers.
• A revised payment reminder requesting payment by bank transfer will be sent to all affected customers.

How do we prevent this from happening in the future?

• We have introduced additional checks on direct debits so that errors are identified and corrected more quickly.