Resident FAQs

What is happening? 
This week, we experienced a suspected cyber incident on our council IT systems and network.

Our IT department, together with our specialist Security Incident Management contractor and national cyber security organisations are working at pace to maintain the further security of our systems and take preventative actions. 

Are my personal details safe? 
Additional measures have been put in place to increase the security of personal data we hold, including disabling some systems to prevent data being accessed. You should, as a precaution, follow the how to stay safe online guidance and be mindful of phishing attempts and/or any suspicious activity. 

When are the council's systems likely to be working again? 
Most council systems remain unaffected. However, for those that have been impacted, the situation is still ongoing, and we will provide updates to those service users as soon as we have more information. 

Will I receive my benefit/housing allowance payment?  
We will look to continue to provide direct payments to you or your landlord wherever possible. As a result of disruptions to IT services, there may be delays in processing new applications for those moving into temporary or supported accommodation or if you have had a change of address. If you have any concerns regarding your ability to make payment of rent, please speak to your landlord to make them aware of the situation.    

How can I make a payment to the council and if I do is it safe? 
Any payments to the council are safe. If you pay by credit or debit card, your details are encrypted and are held securely by our third-party supplier. 

You can continue to make payments via the council's website, telephone services, at the Council's Libraries or via the Post Office and Payzone outlets. 

If you pay by Direct Debit we will contact you if we are are unable to collect your payment within three working days of your normal payment date.  Please ensure that you have sufficient funds in your bank account. 

Can I continue to use my St Helens Council gym membership? 
Yes, use and access is unaffected. The online booking service remains operational. 

Can I use Willowbees Adventure Play  
Yes, use and access is unaffected however there are no card payments until further notice, so please bring cash. 

Can I still access the library services? 
Yes - they remain unaffected.