Gloucester City Council is still struggling to restore several of its online services ten days after they were knocked out by a cyber incident.
The local authority became aware their IT systems had been affected on December 20.
The systems affected include the council’s online revenue and benefits, planning and customer services.
The council is working with the National Crime Agency and the National Cyber Security Centre to understand more about the nature of the problem.
But the issue appears to be so serious that other local authorities in Gloucestershire and government agencies are understood to have blocked emails coming from the city council.
The interactive online application forms used to claim for housing benefit, council tax support, test and trace support payments and discretionary housing payments are currently unavailable.
Residents are instead being asked to contact the council via email at benefits@gloucester.gov.uk
Due to the cyber incident, the council’s planning application website is also unavailable.
People cannot currently view planning application details or submit comments through the online portal and the council is unable to email or post plans to customers.
The council says it is doing all they can to make sure customers can still contact them.
Their main focus is to manage urgent customer issues and are working to bring their systems back online once they are confident it is safe to do so.
A spokesperson from Gloucester City Council said: “Through the course of Monday 20 December, we became aware that some of our IT systems had been affected by a cyber incident.
“As a result of the incident there is currently disruption to some systems and services.
“We are doing all we can to make sure customers can still contact us but we do ask people to be patient.
“We have been actively working with the National Cyber Security Centre and the National Crime Agency to understand more about the nature and minimise the impact.
“Our focus for the coming days is to manage urgent customer issues and continue to work with the national agencies to bring our systems back online as quickly and safely as possible.”
“For updates please check our website: www.gloucester.gov.uk”.
The National Crime Agency and National Cyber Security have been approached for more information about the nature of the incident affecting the council.
However, they could not comment further and say they are still working to better understand the issue and support the local authority.
A National Crime Agency spokesperson said: “We are aware of an incident impacting Gloucester City Council.
“National Crime Agency officers are working alongside partners in the National Cyber Security Centre to better understand the incident and support the council.”
An National Cyber Security Centre spokesperson said: “We are aware of the incident affecting Gloucester City Council and are working with them to fully understand its impact.”
By Carmelo Garcia – Local Democracy Reporter