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Online Payments FAQ

This page provides answers to common questions asked about online payments

  • Q:

    Is it safe to pay over the Internet?

    A:

    London Borough of Sutton has taken steps to ensure that any data you enter is encrypted to current industry standards. No one will have access to any of the information we send to you or you send to us. Your credit or debit card details will be sent directly from your browser to the secure payment system and will not go through any London Borough of Sutton system. The secure payment system uses Secure Socket Layer (SSL) technology, a standard supported by the major internet browsers. All of your personal and card details are protected by using 128-bit encryption when transmitted over the Internet. Your card details are stored on a server behind a secure firewall. Only authorised personnel may access this information.

  • Q:

    Who provides this service?

    A:

    This service is provided by London Borough of Sutton. It is a secure, fully integrated online payments facility. However, the secure server environment where your payment authorisation is processed is managed by Capita plc, a recognised specialist in providing this type of service.

  • Q:

    When will my payment be processed?

    A:

    Once your payment has been approved your credit or debit card will be debited. Payments made before 4:00 pm (16:00) will usually appear on your account the following working day. Payments made after 4:00 (16:00) will usually be appear on your account on the second working day.

  • Q:

    What cards do you accept?

    A:

    London Borough of Sutton is able to accept payments from - Visa, Master Card, Visa Delta, Maestro, Solo (occasionally there are some restrictions). Please Note: We do not accept American Express or Diner Club cards.

  • Q:

    If there is a surcharge on the Credit card payments?

    A:

    A surcharge will be applicable for some Credit card payments, but not for Debit cards. If this is the case you will be shown the amount of surcharge and have the opportunity to pay by a different card type. The surcharge is set at 1.6% this charge is to cover the cost charged to Sutton. A surcharge is payable for the following services: Council tax and Non-Domestic Rates.

  • Q:

    What services can I pay online?

    A:

    Currently, you can pay- Council Tax, Business Rates (NNDR), Parking Fines (Penalty Charge Notices), Housing Rents, General Debts where an invoice has been received (and the Account Number starts with 31), Housing Benefit Overpayments. Additional services will be added in the future.

  • Q:

    What are 'Miscellaneous Payments'?

    A:

    These are payments which cover a range of services not included in the other service lists (i.e Council Tax, Rents, Licensing, etc) but can be for payments like allotments, copies of birth certificates, land charges, etc. By selecting the drop down list, you can see the range of miscellaneous payments currently available.

  • Q:

    What if my card is refused?

    A:

    Cards are not refused by London Borough of Sutton - they are refused by your bank. There are many reasons why this may happen and we suggest contacting your bank direct.

  • Q:

    What if I experience problems?

    A:

    If you have waited for confirmation that your payment has been accepted and you have not received anything and/or you have received an error message, your authorisation may have experienced technical problems.

  • Q:

    What if Internet Payments do not work?

    A:

    If you cannot get into the payments page by using the "Making Payments Online" link, this is probably because your browser does not support 128-bit encryption. You are therefore prevented from making a payment since anything less than 128 is not safe.

  • Q:

    Do I need to use any new software?

    A:

    You may need to download an updated web browser which should contain High Encryption to use our online transactions service. These are widely available on the internet, however we do not recommend any one product.

  • Q:

    Can I have a receipt?

    A:

    Confirmation of a payment will be displayed after a payment is made. This can be printed. If an email address has been entered when a payment is being made, then confirmation will be sent direct to you.

  • Q:

    How much do I owe?

    A:

    Refer to your most recent bill or notice for the amount that is due. The amount you pay by debit or credit card is entirely your decision, but unless the amount due is paid, your account will not be fully up to date.

  • Q:

    What other methods are available to make payments to the Council?

    A:

    Payments may be made by the following methods: Direct Debits - by setting up a Direct Debit for regular payments - Please call 0208 770 5000 to obtain a form, or a form may be downloaded from the Sutton website. TouchTone - A 24hr automated telephone service is available on 0208 770 7887. Telephone - Credit/debit card payments can be accepted by telephoning the Call Centre during office hours, Monday to Friday, using the number on the reverse of the invoice and speaking to an operator.

  • Q:

    How do I know if I am using a Secure Site?

    A:

    You can check your browser encryption strength by using your mouse to hover over a padlock icon in the bottom right hand corner of your browser window when in the 'Making Payments on line' view. It should be a closed padlock. When you do this, it should tell you that it is SSL Secured 128 bit.

  • Q:

    Does it cost me any extra?

    A:

    No - If you are paying a bill of £200, your card will be charged £200. There is a charge of 1.6% on all credit card payments, but there is NO charge if you pay by Debit card.

  • Q:

    When is the service available?

    A:

    24 hours a day, 7 days a week.

  • Q:

    I've read the FAQ but I still have questions. Who should I contact?

    A:

    Please contact Customer Services by email on e-payments@sutton.gov.uk or Telephone 0208 770 5317 between 8:00 and 18:00.