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, including an initial digital engagement approach. Field visits are optional for debts of £150 or more. A maximum of two active suppliers within each placement segment plus reserve suppliers will be appointed.

Please see the Bidder Guidance Document for further detail.

Lot 2 – 1st & 2nd Placement Financially Vulnerable Customers

Covers first and second placement debt collection for customers identified as financially vulnerable through propensity-to-pay and vulnerability indicators. Includes both live and vacated debts split by debt value. Suppliers must demonstrate approaches tailored to vulnerable customers, affordability support and customer care. Field visits are optional for debts of £150 or more. Up to 3 suppliers may be appointed depending on placement type plus reserve suppliers .

Please see the Bidder Guidance Document for further detail.

Lot 3 – 3rd Placement Collection

Covers third-placement live and vacated debts where earlier collection efforts have been unsuccessful. This lot requires a mandatory field-visit (doorstep collection) service and therefore carries enhanced health and safety requirements. Suppliers must provide a detailed field collection strategy and are expected to visit all accounts where practical. Up to 2 suppliers will be appointed within each placement plus a reserve supplier.

Please see the Bidder Guidance Document for further detail.

Lot 4 – 1st & 2nd Court Account Placements

Covers residential accounts where Anglian Water already holds a court judgment and may have undertaken enforcement activity. Suppliers are expected to undertake collection activity through a tailored court-debt strategy, supported by early digital engagement and settlement options where appropriate. Up to 2 active suppliers will be appointed for each placement segment plus reserve suppliers.

Please see the Bidder Guidance Document for further detail.

Lot 5 – Standard Trace & Collect Placements

Covers first, second and third placement debts where the customer has vacated the property and no forwarding address is known. Suppliers are responsible for tracing the customer and subsequently undertaking collection activity. Settlement options are permitted within agreed parameters. Up to 2 suppliers will be appointed by placement segment plus reserve suppliers.

Please see the Bidder Guidance Document for further detail.

Lot 6 – Court Trace & Collect Placements

Covers gone-away customers without a forwarding address where Anglian Water also holds a court judgment. Suppliers must undertake both tracing and collection activity for court-related debts. Settlement arrangements may be agreed within specified limits. Up to 2 active suppliers will be appointed by placement segment plus reserve suppliers.

Please see the Bidder Guidance Document for further detail.

Additional Requirements Across All Lots

Accounts may be allocated across multiple placement stages, but the same agency will not normally work the same account twice.

Suppliers are expected to maximise collections while maintaining customer care and regulatory compliance.

Affordability referrals, PSR identification, vacation date updates, deceased customer identification and bankruptcy notifications form part of the expected value-add services.

Performance will be monitored through collection rates, payment arrangements, penetration rates, audits and contractual KPIs.

Field visit activity is mandatory for Lot 3, optional in Lots 1 and 2, and subject to health and safety approval.

Overall objective: to establish a competitive multi-supplier framework that improves debt recovery performance, supports vulnerable customers, drives affordability outcomes and delivers value for money while maintaining a strong customer-focused approach.

Please see the Bidder Guidance Document for further detail.