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.

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. 1st & 2nd Standard Collect placements Collection of standard residential debt for live and vacated customers where a forwarding address is known.

Covers first and second placement accounts, with optional field visit activity for debts ≥£150. Focus on early-stage collections, digital engagement and debt segmentation.

Please see the Bidder Guidance Document for further detail. LOT 2 – 1st & 2nd Collection Placement for Financially Vulnerable Customers Collection of debt from financially vulnerable customers across first and second placements.

Includes live and vacated accounts and requires a tailored approach focused on affordability support, customer vulnerability and positive customer outcomes. Optional field visit activity may be offered for debts ≥£150.

Please see the Bidder Guidance Document for further detail. LOT 3 – 3rd Collection Placement Third-placement debt collection for live and vacated customers where previous collection activity has been unsuccessful.

Mandatory field visit capability is required, supported by specialist doorstep collection strategies and associated health and safety requirements. Please see the Bidder Guidance Document for further detail.

LOT 4 – 1st & 2nd Collect Court Account Placements Collection of residential debt where Anglian Water has obtained a court judgment and may have completed enforcement activity. Requires specialist court debt recovery and customer engagement strategies.

Please see the Bidder Guidance Document for further detail. LOT 5 – 1st, 2nd & 3rd Trace & Collect Standard Placements Trace and collect services for gone-away customers where no forwarding address is held.

Suppliers are required to locate customers and undertake debt recovery activity across first, second and third placements. Please see the Bidder Guidance Document for further detail.

LOT 6 – 1st, 2nd & 3rd Trace & Collect Court Placements Trace and collect services for gone-away customers subject to a court judgment. Combines customer tracing with specialist recovery of court-related debt across first, second and third placements. Please see the Bidder Guidance Document for further detail.