24/08/2023 15:25: Please be advised that access for Pay360 has been restored, The export files are being are checked and will be sent over as soon as possible.

Following on from the ongoing issues with Pay360 that have been posted on the Housing and Revenues News pages, the system will be offline at 14:00 for approximately 1hr, please ensure that you are logged out. If customers call to make payment they will still be able to pay either online or by the automated phone line – 03001232678, or advise them to call back tomorrow or next week. We will update once access has been restored.

This is a copy of the letter that we will be preparing today for the recollections of August direct debits.

We’ve said to pay online first but had to include the phone number for the contact centre on here if they wish to pay by phone. Hopefully this will keep the calls for you to a minimum. Customer numbers are on the letters under “your ref” so in the event of calls they should be able to provide.

Customers will also receive the copy of the letter by email – paper will take a few days to get out.

Please be advised that the invoice reference number will be listed at the bottom as per the template.

Keep Safe is an initiative run and supported by Police Scotland where someone that needs support, feels vulnerable, is lost or just needs space can go into and get some help or just sit for a while. The webpage for this initiative can be found =href"https://iammescotland.co.uk/about-keep-safe">here.

All the former Access Points were identified as Keep Safe locations with the closure of these now to the public we need to look at what we can offer. Police Scotland have been informed that the Reception can remain as a Keep Safe location so please familiarise yourselves with the scheme for information.

There has been reports from Advisors that they aren’t able to connect when trying to transfer through to the call secure. The Support Team have been in touch with banking asking to investigate this issue urgently, we will update the team when they come back to us. In the meantime can you please ask Customers to try to make the payment online or call back next week.

In light of a couple of recent instances at a couple of different Moray Council Libraries over the last 7 days, please see the below link for information which has been sent to Senior Library & Information Officers for cascading to their teams.

Library Mail Drops

Due to Live Open Revenues being withdrawn tomorrow (Friday 18/08/2023), Customer Services will not be able to submit SWF and DHP Application forms until the system is available again.

If a customer calls to apply for SWF and it cannot wait over the weekend till Monday, please send an email with the customer’s name, date of birth, address and phone number to awards@moray.gov.uk. The team can then carry out what they need to and issue payment if needed.

What the team need to be careful of is double payments. Before passing through any information to the team, please check the customer’s contact history to make sure that they have not already called in for the same thing earlier.

Information will be displayed on the application pages on the website for any potential applicants to view.

Any questions, please pass via Senior in the first instance.

Please note that there is currently an issue that may impact internal access to online forms e.g. where an advisor tries to open an online form completed by a member of the public. ICT have emailed the server team to have the servers rebooted, which should resolve this. If you have any problems / queries, let the Seniors know and the Support Team can get in touch with ICT, we will update when access is restored.

Update 09:50:

Following discussion on Wednesday, as the following items are processes, it’s felt that they should be moved from the news page to their new home on the HUB under “The Team”:

• Contact Centre & Reception Staffing Guidance
• Senior rota
• FAF rota

The Support Team (possibly with the help of ICT) will be looking to move these items over the coming weeks so please keep your eyes peeled as the seniors may not be able to let you know in advance of when the changes will take place.

Kindest regards
Donna & Emma C