Thoburns: what a letter means and what to do

If your letter is a notice of enforcement for council tax, a visit can follow once the notice period ends, and a visit adds at least £247 to the debt. You can use the time before then to check the debt, offer a payment you can afford, or ask the council to take the case back. This guide covers England and Wales.

Who are Thoburns?

The firm is registered at Companies House as THOBURNS ENFORCEMENT SERVICES LIMITED, company number 02461030. It is an active private limited company, incorporated on 18 January 1990 as Frank Thoburn and Company Limited and renamed in January 2004, with its registered office in Gateshead. Two individuals hold its shares. Thoburns says it is based in the North East of England and has more than 50 years of experience in debt recovery.

Thoburns has been accredited by the Enforcement Conduct Board (ECB) since October 2023. It is not on the CIVEA corporate members list. The ECB is independent but voluntary; there is no statutory regulator for bailiffs yet, although in August 2026 the government announced plans to make ECB oversight compulsory.

Why might Thoburns be contacting you?

Thoburns says it works for local government and private businesses. Its services include:

• Council tax, business rates and business improvement district levies. The council must have a liability order from the magistrates’ court before it can instruct bailiffs. See what council tax bailiffs can do and council tax arrears.
• Arrest warrants, with and without bail, which require officers to take the person named to court or a custody suite. Thoburns says full payment is accepted instead of arrest where permitted. If this relates to an unpaid fine, see unpaid magistrates’ court fines.
• Commercial rent arrears recovery (CRAR) and forfeiture for commercial landlords. CRAR only applies to commercial premises, not a home.
• Sundry debts and process serving. Without a court judgment, liability order or other legal order, a firm collecting a debt cannot take your goods.

What can Thoburns do, and what can it not do?

Thoburns’ agents follow the same law as every bailiff. In short:

• You must get a notice of enforcement at least 14 clear days before an agent can take control of your goods, or at least 28 clear days if a debt adviser asks on your behalf.
• For council tax and business rates the fees are £79 when the firm is instructed, £247 at the first visit and £116 if goods are taken for sale, plus 7.5% of any debt above £1,900 at the last two stages. Our guide to what bailiffs can and cannot do has the details.
• They cannot force their way into your home for council tax, and cannot enter between 9pm and 6am or if only children under 16 or vulnerable people are present.
• They cannot take essentials, work tools together worth less than £1,350, or anyone else’s belongings.

What should you do now?

1. Note when the notice period ends, and check the council, the liability order, the amount and the fees.
2. If anything is wrong, contact the council using the details on its official website.
3. Offer an affordable payment plan before a visit. Thoburns’ website has a page for proposing one. Get any agreement in writing.
4. If you are vulnerable, tell Thoburns and the council, and ask the council whether it will take the case back.
5. Get free, impartial advice from MoneyHelper, StepChange, Citizens Advice or National Debtline. See where to get free debt advice, and debt solutions compared if you have other debts.

How do you complain about Thoburns?

1. Complain to Thoburns first, in writing, by email, by phone or using its complaints form. Its procedure says complaints are acknowledged within 5 business days and investigated within 20 business days. If you are unhappy with the outcome, you have 20 business days to appeal to a senior manager.
2. Thoburns names the Local Government and Social Care Ombudsman and the ECB as the next steps. For the Ombudsman, complain to the council first.
3. Complain to the ECB within 3 months of becoming aware of the problem, or within 1 month of the firm’s final response.
4. For serious misconduct by a certificated agent, you can complain to the court on form EAC2.

Is the letter genuine?

Your council can confirm whether it has passed your account to Thoburns. Use contact details from your paperwork or the council’s website, not from an unexpected call or text, ask any agent for identification, and check certificated agents on the official register. Our guide to dealing with debt collectors covers your wider rights.