Debt Collection Services

Debt Collection Services – Scope of Requirements Summary
Anglian Water is seeking to appoint multiple Debt Collection Agencies (DCAs) under a framework of up to eight years to recover household and related residential debt. The framework is based on a commission-led model, supplemented by fixed-price value-add services such as affordability referrals, customer vulnerability support, tracing, deceased account identification and bankruptcy notifications. Suppliers will be expected to deliver strong collection performance while maintaining excellent customer service and supporting vulnerable customers.
The procurement is divided into six lots, reflecting different debt types, customer circumstances and collection approaches. All accounts relate to household (residential) properties and primarily domestic customers, however billing may include non-household landlords or developers where responsible for water charges. No guarantee of work volumes is provided.
Key Service Requirements
Successful suppliers will be required to:
Operate on a commission-based debt collection model.
Provide pricing for mandatory value-add services.
Deliver customer-focused collections aligned to affordability and vulnerability support.
Support Priority Services Register (PSR) identification and referrals.
Provide trace, collect and settlement services where applicable.
Exchange outbound and inbound account data files with Anglian Water.
Provide weekly payment reporting and account updates.
Support recurring card payment arrangements.
Comply with applicable health and safety requirements where field visits are undertaken.
Participate in ongoing performance monitoring, audits and benchmarking against other suppliers.
Lot 1 – 1st & 2nd Standard Collect Placements
Covers first and second placement collection activity for standard live and vacated debts where a forwarding address is known. Accounts are segmented by debt value above and below £150. Suppliers must provide collection strategies,...