Hounslow Council Criticised Over Council Tax Discount Guidance

Martin Lewis raises concerns about unpaid carers missing out

Hounslow Council did launch a support service for carers last year. Picture: Hounslow Council

January 16, 2026

Hounslow Council is among dozens of local authorities facing scrutiny after a national review found that official guidance on Council Tax discounts does not clearly list the benefits that qualify residents for reductions. Campaigners warn that the lack of clarity may be leaving thousands of vulnerable people—particularly unpaid carers—unaware of financial support they are entitled to.

The issue came to prominence after consumer finance campaigner Martin Lewis raised concerns that councils across England were providing incomplete or misleading information about eligibility for Council Tax discounts. He confirmed that every affected authority will be contacted and asked to urgently update their websites and internal guidance. The findings are also being referred to the Ministry of Housing, Communities and Local Government, with calls for a coordinated national plan to ensure information is accurate and consistent.

The shortcomings are considered especially serious for unpaid carers, many of whom qualify for Council Tax reductions but may not realise it. Eligibility often hinges on receiving specific benefits, yet these are not always clearly listed on council websites.

Martin Lewis said the situation risks depriving carers of support worth “hundreds of pounds a year”, adding, “Unpaid carers can’t trust councils’ information about Carers’ Council Tax discounts… Thirty-five hours a week of unpaid caring is no small feat… So the idea that they’re being misled about £100s a year in discounts from their own councils really sticks in the craw.”

Carers UK estimates that unpaid carers contribute £184 billion a year to the UK economy, yet many face acute financial strain. Chief Executive Helen Walker said nearly half have cut back on essentials in the past year, a third have relied on loans or credit, and 60% report anxiety about their finances.

She described it as “simply unacceptable” that carers are being given incomplete or incorrect information at a time when many are “exhausted, time-poor and urgently in need of support”.

In Hounslow, opposition councillors have called for immediate action. Cllr Peter Thompson, Leader of the Conservative Group, said the findings highlight a “serious failure” that could leave vulnerable residents worse off.

He said, “Unpaid carers already face enormous financial and emotional pressures, and the least they should expect is clear, accurate information about the help they are entitled to… Transparency and accessibility are essential public duties.”

Cllr Thompson urged the council to review its website and internal processes and to ensure carers are not missing out on support.

A spokesperson for Hounslow Council said, “Having reviewed our website we can confirm that the council tax discount eligibility information referred to the older legislation. Claims received have followed legislation as it currently is and carers have received the correct assessment of their entitlements.

"We have now corrected the information on our web page to match the assessments that we have processed in line with legislation.”

The borough launched an information, advice and support service for unpaid and informal carers last year.

The council emphasises that many people do not realise they are carers—whether they provide round-the-clock support or help a family member, friend or neighbour for just a few hours a week.

The new Hounslow Carers Service offers information, advice and practical support in accessible locations, including local Community Hubs, community venues, by email, or through home visits.

The Carers Team can be contacted at carers@hounslow.gov.uk.

The concerns come amid growing evidence that many unpaid carers in London are unaware of the support available to them. According to the 2021 census, 7.8% of Londoners provide unpaid care, yet 29% of those carers were living in poverty in 2021/22—significantly higher than the London average.

Even when carers are aware of their rights, navigating the system can be difficult. A survey cited to the committee found that 98% of applicants for Attendance Allowance needed help completing the forms due to their complexity.

The committee also discussed the MoneySavingExpert.com findings that at least 69 councils in England and Wales display incorrect criteria for Council Tax reductions.

Campaigners argue that clearer, more accessible information could make a significant difference for carers struggling with rising living costs, energy bills and reduced ability to work. Some care leaders suggested that a London-wide awareness campaign, led by City Hall, could help more people recognise themselves as carers and access support.

A spokesperson for the Mayor of London said unpaid carers make an “enormous contribution” to the city and should not face additional hardship. They highlighted the Mayor’s Cost of Living Hub, which provides information on financial entitlements and support services.