Service request

If you’re a supplier for Renfrewshire Council, you must include a valid PO number on all your invoices. 

We will not pay invoices from external suppliers for goods, works, or services if it does not clearly state a valid Purchase Order (PO) number. If the invoice does not have a PO number, it’ll be rejected and returned to you unpaid. 

It applies to all suppliers who we order goods, works, or services from, unless your order is exempt from having a purchase order.

Purchase order (PO) exemptions

Certain payments do not need a purchase order, like rent, some legal settlements, and grant payments, and those paid with purchasing cards.

These include:

• property rent
• property rates
• property service charges
• planning applications
• stamp duty land returns
• VAT payments
• cashflow payments
• payroll payments
• legal settlements
• foreign payments
• land transactions
• payments to Scottish Court & Tribunal Services
• grant payments
• utility services
• urgent or emergency payments
• election related payments with unique tax implications
• payments made by purchasing cards, where purchases are made in accordance with the Purchasing Card Policy
• payments to suppliers who physically cannot add a PO Number to an invoice
• alternative payment arrangements detailed within applicable contract terms and conditions 
• orders that cannot be placed through the council’s ERP Business World system (such as property repairs and orders placed via WorkHub or CAMIS) 
• payments that are not within scope of the No Purchase Order No Pay Policy

Any exemptions must be approved by our Corporate Procurement Manager. 

We keep a record of all exemptions and review it every year.

There is a separate process if you’re an individual who needs to pay for a service we’ve provided to you (sundry income).

Check the purchase order (PO)

We’ll send you a purchase order (PO) with a unique PO number through one of our approved electronic ordering systems, with our request for goods, works, or services.

If this is not possible, we’ll email you the purchase order. However, this must be approved by our Corporate Procurement Manager.

The format of the PO number will depend on the system we issue purchase orders from, but it’ll look like this:

• 9-digit reference number starting with 2 or 6 or WH
• 7-digit reference number starting with DO or CAM or SFM
• 6-digit reference number starting with PS.

If you do not have a purchase order (PO) number

Do not accept an order for goods, services, or works from us unless we provide you with an official purchase order with a PO number.

We will not pay invoices if we do not have a valid PO number.

Contact the council officer who made the request if:

• your purchase order does not have a valid PO number
• you do not have a copy of the official purchase order
• you have a PO number but not a purchase order.

Ask them to provide you with: 

• an official purchase order
• a valid PO number.

The purchase order should state where to send the invoice. If you send the invoice by any other means, we cannot process it and we will not be able to pay you. 

If the invoice does not say where or who to send it to, contact the council officer who made the request and ask them to send you instructions on submitting your invoice.

We scan and process invoices using optical character recognition (OCR) software. 

When you submit an invoice to us, make sure: 

• there’s only one attachment per email - If you’re submitting an invoice with supporting documentation, these must be combined into a single file before you send it to us
• the invoice is electronically typed in Word or PDF – we cannot accept other formats or file types
• each attachment has a unique file name
• you do not apply security restrictions to the attached file.

What the invoice must include

All invoices you send to us must contain:

• a valid PO number
• the word 'invoice' or 'credit'
• an invoice number and supplier details, including company name, address, contact details
• clear and separate lines describing the goods, works, or services provided
• each line must include a line number, item number, quantity, and unit price
• the name of your contact at Renfrewshire Council
• any other unique reference numbers or information that we have provided
• the total gross amount owed, the VAT rate and amount (if applicable), and net amount
• a VAT registration number (where applicable).

If you’re a HMRC tax-deductible supplier, you must detail the split between labour and materials.

Send your request for payment to invoices.prop2p@renfrewshire.gov.uk for:

• invoices with a 9-digit reference number starting with 2 or 6
• invoices on the PO exemptions list

Send your request for payment to invoices.finit@renfrewshire.gov.uk for:

• invoices with a 9-digit reference number starting with WH
• invoices with a 7-digit reference number starting with DO, CAM, or SFM
• invoices with a 6-digit reference number starting with PS
• credit notes with a PO number.

If the credit note is exempt from having a PO number, send it to the council officer who requested the goods, works, or services.

Send statements to creditors@renfrewshire.gov.uk.

If you have any queries about invoices, contact us at creditors@renfrewshire.gov.uk. 

Before we can pay your invoice, we’ll complete a 'goods receipt' or validate the invoice on our purchasing system to confirm we have received the goods, works, or services from you. 

If you submit your invoice and it does not include the minimum required information, including a valid PO number, we’ll have to return it to you before we can pay it.

You’ll receive an email advising you what you need to do next.

For example, you may need to amend your invoice to state a clear, visible and valid PO number and send it to us again. Or we may advise you to contact the relevant council officer to amend your invoice and resubmit it.

Payment terms and conditions

We’ll pay all valid invoices within 30 days after receipt in compliance with our No PO No Pay policy, unless we’ve contractually committed to other terms of payment. 

We reserve the right to withhold payment if goods, works, or services have not been provided in accordance with the contract.

We expect suppliers to pay any sub-contractors promptly, within 30 days of them providing the goods, works, or services.

If your details are not correct 

Contact us at creditors@renfrewshire.gov.uk if you need to change your details including: 

• company name
• address
• contact details
• VAT registration number
• payment details.

Your account contact at the Council must formally authorise changes to your contact details before we can update your records. 

This in accordance with our:

• privacy policy
• counter fraud and corruption policy.

More information 

If you have any queries about invoices, contact us at creditors@renfrewshire.gov.uk.

All our current tenders for goods, works, and services are advertised on the Public Contracts Scotland website

If you want to bid for contracts with Renfrewshire Council, you’ll need to be registered as a supplier with Public Contracts Scotland.

You can then view tenders, submit a bid, and receive notifications on bids through the website.

Each tender listed there will specify:

• what information we need from you
• how to send it to us 
• how we evaluate your bid.

We need to check that your business has the ability, resources, and experience to deliver the contract you are bidding for. 

As part of your bid, we may need evidence that your business meets the minimum requirements of the contract such as:

• financial information, including insurance documents and accounting records
• equality and diversity policies
• sustainability information
• health and safety details
• evidence of relevant experience and skills
• cyber security credentials.

If you meet these minimum requirements, you can compete for council contracts.

We do not choose suppliers based on price alone. We are looking for the best balance of quality and price to deliver value of money for our residents in Renfrewshire.

Register as a supplier

Before you bid for a contract, you must be registered as a supplier with Public Contracts Scotland.

Once you have registered you can:

• search for contract opportunities over £25,000
• get alerts about new opportunities
• submit bids.

Explain how you’ll deliver the contract

As part of the tender process, you’ll need to provide information demonstrating how you’ll deliver the contract.  

Each tender document has full details on how we’ll score your bid.

We’ll evaluate your submission in line with the award criteria set out in the tender documentation.  

The evaluation may include: 

• methodology and approach
• technical capability
• customer support and after sales service
• delivery plan and timescales
• quality assurance and performance management
• risk management
• community benefits
• Fair Work First principles - see the Fair Work First guidance on the Scottish Government website.
• innovation.

You should make sure your responses clearly address the areas required and provide sufficient details to support a robust evaluation by us.

Along with your submission, we may ask you to: 

• attend a meeting
• give a presentation
• demonstrate your product or services.

We may also carry out site visits.

We’ll outline the details of these in the tender documents if we require them. 

Maximise your chance of success

To maximise your chance of success, you should clearly demonstrate how you’ll deliver a high-quality service at a competitive price.

You should:

• respond to all questions and follow the required structure
• demonstrate how you’ll meet all specified standards
• tailor your response to align with our policies and ambitions
• adhere strictly to any word or page limits
• make sure your price is realistic, competitive, and sustainable.

We recommend you raise queries on the Public Contracts Scotland tendering system if you’re uncertain about any elements of the tender, rather than making assumptions. 

If you’re interested in an opportunity, submit an Expression of Interest through the Public Contracts Scotland website

You’ll then get access to the tender listing where you’ll find instructions on how to access the tender documents, including:

• an explanation of the procurement process
• information on the award criteria and how submissions are scored
• specifications detailing the council’s requirements
• the contract terms and conditions.

You must submit your bid before the deadline stated on the tender listing. We cannot accept late submissions.

We’ll notify you if your bid has been successful or not.

We’ll specify our response times in the tender notice.

If your bid is successful

If your bid is successful and you’re awarded a contract with the Council, we expect you to deliver it in accordance with the requirements set out in the contract.

It’s free to register, view notices, and respond to tenders on the Public Contracts Scotland website.

Our DigiZones provide free access to digital skills support, internet, and digital devices for people in Renfrewshire.

Organisations across Renfrewshire can apply to become part of our growing network of DigiZones and support local communities.

By joining, you can:

• help tackle digital exclusion and support people to get online
• promote the digital services you already offer
• join a network of organisations working together across Renfrewshire
• access resources, branding and promotional materials
• connect with partners and share learning and good practice.

Our DigiZones have seen:

• over 161,000 visits
• more than 47,000 public devices accessed
• nearly 91,000 public Wi-Fi sessions accessed.

Any organisation based in Renfrewshire can apply to become a DigiZone.

This includes:

• community groups, charities, and voluntary organisations
• libraries and community hubs
• schools, colleges, and learning providers
• housing associations and public sector organisations
• businesses and social enterprises.

Your venue must offer at least 1 of the following:

• free internet access
• free access to devices
• free digital skills or online safety support.

Apply online to become a DigiZone

We’ll ask you to provide:

• information about your organisation
• details of your venue
• information about the digital support you currently offer.

Your application will be reviewed by members of the DigiZones Sub-Group.

Contact us

If you have any questions about DigiZones or about becoming a DigiZone, contact us by:

• email: digital-inclusion@renfrewshire.gov.uk

Home to school transport is when we:

• pick your child up in the morning
• take them to school
• bring them home after school.

This is normally on a bus service only for pupils.

Depending on your child's situation, other options include:

• a Young Scot National Entitlement Card for a public bus service - for secondary school pupils only
• a train pass for a public train service - for secondary school pupils only
• a taxi, private car hire, or minibus
• the council's own school transport vehicles.

Home to school transport does not include any transport at lunchtime.

If your child gets home to school transport, it's your responsibility to make sure your child is at their pick-up point on time each day.

We'll provide home to school transport for your child if they:

• live more than 1 mile away from their catchment primary school by the shortest acceptable walking route
• live more than 2 miles away from their catchment secondary school by the shortest acceptable walking route.

If you're not sure how far you live from your child's school, you can check this list of eligible addresses:

If your child will attend the new Paisley Grammar School from August 2026, you can check this list to see if your address is eligible for home to school transport:

We'll also provide home to school transport for any child who:

• has a medical condition that prevents them from walking to school
• has been assessed to attend a specific school to meet their additional support needs
• would have to walk a route that does not meet the criteria of a acceptable walking route, even if it's less than 1 mile for primary pupils or 2 miles for secondary pupils.

If your child is not eligible for home to school transport

If your child does not meet the criteria for home to school transport, you can apply for a privilege pass.

When spaces become available on home to school transport vehicles, such as school buses, pupils who have applied may be given a privilege pass. This is for long-term arrangements only, not when a home to school transport pupil misses the occasional day.

Anyone can apply for a privilege pass. Your child does not need to meet any eligibility criteria.

You should apply for a privilege pass at the start of the new school year, on the first day of term, although you can apply at other times, too. Allocations will take place in September and October each year once we know what spare capacity is available.

If we get more applications than there are spaces available, we'll carry out a ballot to assign the spaces. Your child might not get a space, but we'll keep your application on a waiting list in case spaces become available at a later date in the current school year.

Even if your child does get a space, we might have to take it away if a child who is eligible for home to school transport needs it later on. This could happen at short notice, but we'll try to give you 5 days' notice.

If your child is starting primary school, you should apply at the same time you register them for Primary 1 (P1).

If your child is starting secondary school, you should apply in the February of their last year at primary school.

You can apply at any other time, but it might take us a little longer to review your application and set up home to school transport for your child.

You'll need to reapply for home to school transport if your child moves house during the school year.

You can see more details on home to school transport in the following documents:

Apply online for home to school transport.

You'll need to tell us:

• your name
• your phone number
• your child's name
• their date of birth
• their home address
• the reason your child needs home to school transport - for example, if they live too far from school to walk.

You can also apply online for a privilege pass.

When you'll get a decision

We'll tell you our decision by emailing a letter to the email address provided on your application form.

If you apply for home to school transport for the next school year, and you apply before the end of May, we'll aim to send you our decision by June.

If your child is already in school and you apply for home to school transport for the current school year, we'll aim to send you our decision in 5 days, but it might take us longer than this.

Appealing a decision

If you think we made a wrong decision, you can appeal (ask us to review the decision again).

You must appeal a decision within 10 days of receiving our original decision letter.

Download and fill in the appeal form:

Email your appeal form to cssupport@renfrewshire.gov.uk.

If you prefer, you can post your appeal form to:

Director of Children's Services
Renfrewshire House
Cotton Street
Paisley
PA1 1LE

We'll aim to tell you our final decision within 20 working days.

If your child misbehaves during home to school transport

If your child misbehaves, the driver may take your child's transport pass.

The driver will notify their supervisor, who will then notify your child's head teacher.

Your child's head teacher will invite you to an interview at the school. You'll need to assure the head teacher that your child will behave before you can get your child's transport pass back.

Until you get your child's transport pass back, you'll be responsible for making your own arrangements to get your child to and from school.

Giving feedback about home to school transport

We've partnered with Strathclyde Partnership for Transport (SPT), who work with the operators who provide our home to school transport service.

Give feedback about home to school transport on the SPT website.

If you have a concern or complaint about home to school transport, you should phone your child's school. They'll take your details and pass them on to SPT.

How to report a repair to us if we’re your property factor

We provide a Written Statement of Services when a property changes ownership, and we are the property factor. The information can vary because each property receives different services.   

Your Written Statement of Services explains: 

• what services we provide 
• how to report repairs to us. 

If you’ve lost your Written Statement of Services, you can ask us for another copy by email at ownerservices.hps@renfrewshire.gov.uk.  

We do not send financial statements every year, as we issue detailed invoices whenever we provide a service. 

If you’re a private tenant in a property where we are the property factor, you should contact your landlord or property agent to find out what services they provide or to report communal issues.

Feedback on our factoring services 

If you have any questions or comments about the factoring services you receive from the us, you can contact us by: 

• email: ownerservices.hps@renfrewshire.gov.uk 
• writing to: Owner Services E.H & I 4th Floor, Renfrewshire House, Cotton Street, Paisley, PA1 1WB. 

We report levels of customer satisfaction to the Housing Regulator.

Complaints about our factoring services 

If you want to make a complaint about our factoring services, you must: 

• be the homeowner 
• tell us in writing about your complaint 
• allow us an opportunity to resolve the matter. 

If you’re not satisfied with the result of your complaint to us, you can make an application to The First-tier Tribunal (Housing and Property Chamber). 

If you're a homeowner or rent from a private landlord, you may have a property factor. Sometimes this is a private company, but sometimes your property factor is Renfrewshire Council.  

Property factors are a way to manage and maintain the: 

• common parts of land or property, such as the stairways, hallways, roof, gutters and lifts in a block of flats 
• commonly owned parts of residential land, such as the communal gardens or amenity areas in a housing estate.  

Read more about common repair and retrofit support for tenement flat owners (Under One Roof). 

You can find out if we provide your property factor by  searching the Scottish Property Factor Register. 

Our Property Factor Registration Number is PF000284.

The cost varies depending on what services you get. A small number of people are charged for property management the rest a billed for launderette, high rise costs etc not the management charge  

Whether a vote is needed for common repairs depends on the cost. If you use our Property Management Service, we charge a management fee, and we can approve repairs up to a certain value without needing a vote from owners. Repairs above that value may still require a vote.

Our family wellbeing service can provide support for a wide range of issues which may be affecting you or your family.

Our aim is to listen to you and offer support with the challenges of being a parent, such as: 

• worries you have about any changes of circumstances for you and your children 
• bereavement and loss 
• emotional and mental health difficulties 
• financial stress 
• many other aspects of family life.

We aim to provide the right help at the right time for parents and families to stop issues getting worse.

By talking, listening and engaging with you, we offer free, non-judgemental and responsive support. 

This could mean:

• providing or arranging practical help or assistance 
• carrying out an initial assessment to help identify what support would work best for you and your family 
• putting you in contact with other services or organisations like the NHS, money advice, or counselling.

We work in partnership with:

• Engage Renfrewshire
• Youth Inspired
• Home Start
• KLAS Care
• Active Communities
• Brick Lane Paisley.

See how our family wellbeing service helps Renfrewshire parents with the video below.

There are 2 ways to contact our family wellbeing service to request support. Please make sure you choose the correct online form.

Ask for support for yourself

To ask for support for yourself, use this form:

Request for assistance to family wellbeing service (for the public)

Professionals and agencies

If you're a professional or agency looking for support for a family you are working with, use this form:

Request for assistance to family wellbeing service (for professionals and agencies)

We aim to contact you within 3 working days to advise which support is most appropriate.

This may be from our team directly or one of our partner services.

A high hedge is a hedge that is: 

• formed wholly or mainly by a row of 2 or more trees or shrubs 
• rises to a height of more than 2 metres above ground level 
• a barrier to light - unless gaps in the hedge significantly reduce its overall effect as a barrier to light at heights of more than 2 metres above ground level. 

Individual trees or shrubs or areas of woodland that form a barrier to light are not a high hedge. 

If the hedge does not meet the definition of a high hedge, as stated in the High Hedge (Scotland) Act 2013 , you cannot apply for a high hedge notice.

High hedge notices

You can apply for a high hedge notice if: 

• it meets the definition of a high hedge 
• you believe it interferes with the reasonable enjoyment of your property 
• you’ve already attempted to resolve the dispute yourself. 

You can read the High Hedges (Scotland) Act 2013 (Legislation.gov.uk). It governs how we handle high hedge notice applications. 

The Scottish Government also have detailed guidance explaining how high hedge notice applications are handled by local authorities.

What you should do first 

A high hedge notice is intended to be a last resort for the minority of cases where the people involved cannot settle the dispute themselves.  

If you have an issue with a neighbour about a high hedge, you must try and resolve it between you first. 

Unless you can show you’ve attempted to resolve the issue with the hedge owner, we cannot consider requests for a high hedge notice. 

We have a free mediation service that can help resolve disputes with neighbours. 

If it’s a high hedge issue in a public area, you can tell us online about an overgrown hedge.

You can only apply for a high hedge notice if you’re the owner or occupier of a residential property.  

However, any owner of land or property where the high hedge is an issue, including other residential, business, industrial, or commercial properties, can be served a high hedge notice. 

If your property and other neighbours’ properties are affected by the same hedge, you must all apply for a high hedge notice individually.  

We’ll assess each individual property. If any action is required, we’ll issue a notice for each property affected by the high hedge.

Before you apply, you must have made at least 2 attempts to resolve the matter with the hedge owner in the last 6 months. 

You must be able to provide evidence of this, for example, you’ve sent 2 letters to the hedge owner informing them you are applying for a high hedges notice. The evidence must be provided in written format. If you’ve sent letters by post to them, you must also include proof of delivery. 

You should read the guidance on high hedge disputes on the Scottish Government website before making an application. 

On your application, you’ll need to tell us: 

• eligibility to apply for a high hedge notice 
• your details - address, contact information, and the address of the property affected by the high hedge (if it’s different from your address) 
• location of the high hedge and the owner’s details 
• what impact the high hedge has on your property, including a plan showing what you consider to be the high hedge and its relationship to your property – you can also upload photos 
• what steps you’ve taken to resolve the issue 
• fee details, and evidence to support a fee reduction if you believe you’re eligible.

If you cannot provide all the information required, we will not be able to accept your high hedge application, and it’ll be returned to you.

Apply online for a high hedge notice

We’ll review your application within 5 working days to: 

• see if it is eligible 
• check that all the required information has been submitted. 

If it’s eligible and there are no grounds to dismiss it, we’ll acknowledge the application as a valid and complete submission and begin our assessment. 

We’ll send a copy of the application to the owner of the hedge in question once we have removed any sensitive or personal information.  

The owner can then choose to provide justification as to why they think a high hedge notice should not be served.

Our decision 

A case officer will review all the information provided to decide whether the hedge has a detrimental effect on the enjoyment of the property which you could reasonably expect to have. 

We’ll weigh up how the hedge affects what the applicant can reasonably expect to enjoy about their property, against the value and enjoyment of the hedge owner and the surrounding area. 

If the hedge has a detrimental impact, we’ll decide if we need to take action. We’ll only intervene where it is reasonable, proportionate, and necessary. 

If we do, we’ll serve a high hedge notice on the hedge owner, telling them what action needs to be taken and how it will be carried out. 

We’ll notify you and the hedge owner of the outcome.

How long it’ll take 

There are no set timescales for determining a high hedge application. We’ll assess your application in a timely manner and as soon as reasonably possible. 

However, timescales will vary depending on each case. In some more complex cases it may take longer to assess and process the application.

If you’re not happy with our decision

If you’re not happy with our decision not to serve a high hedge notice, you can appeal to the Scottish Government’s Planning and Environmental Appeals Division (DPEA). 

You cannot appeal if we refuse your application:  

• because the definition of a high hedge has not been met  
• you have not made sufficient attempts to resolve the issue yourself. 

It costs £200 to apply for a high hedge notice. The fee applies to each owner or occupier of an affected property applying for a high hedge notice.  

Some people may qualify for reductions we’ll consider this when you make a submission. 

Refunds 

You’ll get a full refund if we decide at the initial inspection that your application is not eligible. This means we consider: 

• the hedge does not meet the definition of a high hedge 
• you have not taken all reasonable steps to resolve the matters before applying 
• we consider the application to be frivolous or vexatious (for example, the application is being made because of a neighbour dispute). 

You’ll get a full refund if you withdraw the application before we have started processing it.

Check if you need planning permission.

Sometimes, developers or homeowners do work without getting the required permission or consent first, or they do work that’s not covered by the permission or consent we’ve given them.

These cases are called ‘planning breaches’.

If you’re aware of a planning breach, you can report it to us, and we’ll investigate it.

The purpose of planning enforcement is to find a solution rather than to punish what is often a mistake. Any action we take will be appropriate to the scale of the breach and the harm it may have caused. In many cases, the outcome is to have the person submit a retrospective planning application.

Find out more about planning enforcement:

Anyone can report a suspected planning breach.

We will not accept anonymous reports unless the suspected breach is a serious risk to public health and safety.

Your personal details will remain confidential – we will not make them public. However, we may need to reveal the points of your report in the case of Freedom of Information requests or court cases.

You’ll need to tell us:

• the property’s address (where the suspected planning breach is)
• as many details as possible about the breach (the Planning Enforcement Charter lists what information is required depending on the type of breach)
• how the breach affects you and others
• your name and contact details.

Report a planning breach

We prefer to receive reports online.

If you do not want to report online, you can send us your report in the post:

Timescales depend on the case, since each investigation is unique.

Usually, we’ll aim to contact you within:

• 5 working days to acknowledge your report
• 28 working days with an update after our investigation.