NW3089 - Provision of Debt Collection Services

Interested parties (known as the Processor) must demonstrate: • FCA Authorisation • Background of dealing with utility debt on a bulk basis • Knowledge of the Water Industry and Ofwat Paying Fair Guidelines • Willingness to submit references and current success rates regarding existing bulk customers • Meet the requirements of Northumbrian Water's Risk Register • The ability to produce an accurate recording of success rate on demand with clear analysis and breakdown of payments in full, arrangements, and return rates to the client • A proactive approach with the client to reach successful resolution, quickly identifying trends through frequent analysis and offering improvements • Ability to provide any data of added value including new occupancy data to the client within 5 working days of identification • Ability to comply with our purchasing policies (details upon request) Interested parties should also be able to demonstrate: • A back-office organisation able to support our customers with instalment payment facilities and facilitate the maintenance of payment arrangements with varying payment methods • You must as a minimum offer the following payment methods: o Direct debit and/or Continuous payment authority o Online o Card Payment (via phone) o Other options such as Standing Order, Bank Transfer, Paypoint and Post office would be appreciated o Note all card payments must be Payment Card Industry (PCI) compliant • A wide range of opening hours and support of suitably trained agents to resolve customer and client enquiries. • An appropriate vulnerability policy with particular reference to customer mental health issues and identification of financial struggles • Ability to offer bespoke support services to and identify customers that would benefit from being on our Priority Services Register such as: Mental health Dementia Literacy Problems / Learning Disability Unable to communicate in English Developmental Condition Supported Living Blind Partially Sighted Chronic/Serious illness Elderly Medical Dependency We would not knowingly outsource customers in the above categories, but should they be identified we would expect them to receive bespoke services • Adherence to the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 • Ability to recognise and report on trends and changes to the rate of return on a frequent basis. • Client visibility of day-to-day working activity and communication between client and processor, relaying up to date customer contact, information, and activity in real time. • As part of onboarding a visit to the operational site dealing with the work will be required plus ongoing auditing visits.