Amicable recovery

With pressure to improve customer service and maintain compliance at the same time as coping with pressure on budget and resources, it pays to engage early.

Our focus on early-stage compliance and debt repair helps us make collections before the enforcement process begins. This not only improves your collection rates, it also reduces costs and lessens the demands on your resources.

30% of our cases are settled before the enforcement process begins, saving valuable time, cost and resource for both clients and customers.

What can we do?

We immediately contact the customer on your behalf to clearly explain the consequences of non-payment and provide them with the opportunity to arrange payment, query liability or inform us of any vulnerability issues.

Resolving many issues early, before more formal recovery techniques are deployed, demonstrates greater care, support and fairness to customers which results in higher collections and lower complaints. We believe it is also much better to pro-actively identify and support genuinely vulnerable customers at the earliest possible stage.

By satisfying regulatory requirements to treat customers fairly, and with a reduced level of complaints, your customer satisfaction ratings will automatically be raised. It is an approach that will protect the reputation and brand of clients in every industry.

  • Local authorities – via 14-day liability order letters
  • Commercial clients
  • Utilities
  • Legal practices
  • Social housing groups
  • Private landlords and clients

How can we help you?

Our services are available nationwide and provide a range of options to configure how we notify, service, visit and support your customers so you get precisely the results you require. A typical configuration includes:

Build
Service

Notification

We send the customer a letter on your behalf to clearly explain the consequences of non-payment and provide the opportunity to arrange payment, query liability or inform us of any vulnerability issues. 

Customer service *optional

Subject to your requirements our experienced customer service team can set up a dedicated line into our call centre to handle all customer enquiries and responses. This facility provides extended opening hours, a full range of payment options, including online and voice activated payments and appropriate direction to our Welfare Support Unit, Citizens Advice Bureau and other debt advisory services. 

Field visit

If no contact is made, a professional officer from our nationwide field force is instructed to visit the address to verify customer residency and present or leave a letter containing all relevant contact details (including those for our Welfare Support Unit, Citizens Advice Bureau and other debt advisory services). 

Welfare support

We have an experienced in-house team of welfare specialists who are trained to identify and support vulnerable customers in a sympathetic and discreet manner. Subject to your requirements they may be able to arrange special dispensations for payments and provide funded use of allpay for customers without bank accounts as well as free referrals to advisory sector partners such as StepChange.

What happens next?

The process is simple. Tell us about your recoveries and resourcing challenges and, if possible, the recovery rates you are achieving with your current collections and enforcement activities, even if other providers are being successful. We will be happy to advise you on the most appropriate amicable recovery methods you can add to your approach and any alternative solutions we can provide that will improve your results.

Your advantage.

EARLY-STAGE COMPLIANCE BRINGS REAL RESULTS.Our multi-award-winning services are based on the individual care and attention we give to every case and the active contribution of experienced practitioners guiding every part of our integrated operations. We believe our ethical approach and our commitment to standards of excellence and compliance make a valuable contribution that helps to shape our industry. The result is refreshingly simple – we collect more unpaid debt with fewer complaints than any other provider.

Real
Advantage

Treating customers fairly gets results.

We treat debtors as customers, balancing firmness with sensitivity and ensuring we protect the wellbeing of individuals and the reputation of clients. This is an approach which has proven to produce better results. This includes maintaining extensive dialogue and award-winning partnerships with the advisory sector such as Citizens Advice Bureau. And, as long-term partners of StepChange (formerly the Consumer Credit Counselling Service), we provide free referrals to independent debt advice, run debt surgeries in partnership with numerous local authorities, and have created a dedicated in-house Welfare Support Unit to pro-actively support vulnerable customers – the first of its kind in the industry.

Greater access and support.

To provide better access for customers, we have extended our service hours for customer enquiries from Monday to Friday 8:00am to 8:00pm and Saturday 8:00am to 4:00pm. For customers who would like to make a payment out of those hours or do not want to talk to an operative we also have made available a complete range of payment options including a 24-hour voice activated payment line, online payments using our website and funded use of allpay for vulnerable customers without bank accounts.

Nationwide service excellence.

By focusing on early-stage compliance and debt repair, we do more than simply meet the current legal and regulatory requirements. Our certificated enforcement agents receive the highest standard of City & Guilds accredited training to make sure they are properly equipped to read people, situations and behaviour, identify genuinely vulnerable cases and understand compliance. Our integrated approach to compliance and enforcement is enabled by significant investment in purpose-built technology, enriched quality data derived from a range of sources with specialist knowledge and skills. Our unmatched commitment to professionalism and transparency meet the highest ethical standards, evidenced by independently published audits and ethical practice reviews. With one of the industry’s lowest complaint levels despite our scale, we provide clients with a cost effective solution and improved results that make our services better value by design.