Debt Collection Services

{
  "id": "072600-2026",
  "tag": [
    "tender"
  ],
  "date": "2026-07-31T11:06:15+01:00",
  "ocid": "ocds-h6vhtk-06d889",
  "buyer": {
    "id": "GB-PPON-PMZW-7779-DCNZ",
    "name": "Anglian Water Services Limited"
  },
  "tender": {
    "id": "2025/0099 - WS3106576423",
    "lots": [
      {
        "id": "LOT-0001",
        "title": "LOT 1 - 1st & 2nd Standard Collect placements  ",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "1st & 2nd Standard Collect placements  \nCollection 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.\nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      },
      {
        "id": "LOT-0002",
        "title": "  LOT 2 – 1st & 2nd Collection Placement for Financially Vulnerable Customers",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "LOT 2 – 1st & 2nd Collection Placement for Financially Vulnerable Customers\nCollection 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. \nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      },
      {
        "id": "LOT-0003",
        "title": "LOT 3 – 3rd Collection Placement",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "LOT 3 – 3rd Collection Placement\nThird-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.\nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      },
      {
        "id": "LOT-0004",
        "title": "LOT 4 – 1st & 2nd Collect Court Account Placements",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "LOT 4 – 1st & 2nd Collect Court Account Placements\nCollection 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. \nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      },
      {
        "id": "LOT-0005",
        "title": "LOT 5 – 1st, 2nd & 3rd Trace & Collect Standard Placements",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "LOT 5 – 1st, 2nd & 3rd Trace & Collect Standard Placements\nTrace 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. \nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      },
      {
        "id": "LOT-0006",
        "title": "LOT 6 – 1st, 2nd & 3rd Trace & Collect Court Placements",
        "value": {
          "amount": 13500000,
          "currency": "GBP",
          "amountGross": 16000000
        },
        "status": "active",
        "renewal": {
          "description": "As detailed in the Request for Proposal  \n6\tThis Agreement shall commence on [29th July 2027] (“Effective Date”) and shall continue in force for a period of [4] years (“Initial Term”) unless terminated by either party in accordance with the terms of this Agreement \n7\tNotwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date."
        },
        "hasRenewal": true,
        "description": "LOT 6 – 1st, 2nd & 3rd Trace & Collect Court Placements\nTrace 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.\nPlease see the Bidder Guidance Document for further detail.",
        "awardCriteria": {
          "criteria": [
            {
              "name": "100% Qualitative",
              "type": "quality",
              "numbers": [
                {
                  "number": 100,
                  "weight": "percentageExact"
                }
              ],
              "description": "Qualitative 100%\nThe award criteria comprise qualitative criteria only, with a total weighting of 100%. Pricing proposals will be assessed separately using a RAG methodology to evaluate relative commercial competitiveness. The overall assessment of both qualitative merit and commercial competitiveness in accordance with the methodology as detailed in the Bidder guidance Document. This mitigates the risk of awarding to a bidder who scores low on the qualitative questionnaire but offers very competitive commission. \nPlease see the Bidder Guidance Document for futher detail in relation to the proposed methodology."
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2031-07-28T23:59:59Z",
          "startDate": "2027-07-29T00:00:00Z",
          "maxExtentDate": "2035-07-28T23:59:59Z"
        }
      }
    ],
    "items": [
      {
        "id": "LOT-0001",
        "relatedLot": "LOT-0001",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      },
      {
        "id": "LOT-0002",
        "relatedLot": "LOT-0002",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      },
      {
        "id": "LOT-0003",
        "relatedLot": "LOT-0003",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      },
      {
        "id": "LOT-0004",
        "relatedLot": "LOT-0004",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      },
      {
        "id": "LOT-0005",
        "relatedLot": "LOT-0005",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      },
      {
        "id": "LOT-0006",
        "relatedLot": "LOT-0006",
        "deliveryAddresses": [
          {
            "region": "UK",
            "country": "GB",
            "countryName": "United Kingdom"
          }
        ],
        "additionalClassifications": [
          {
            "id": "79940000",
            "scheme": "CPV",
            "description": "Collection agency services"
          }
        ]
      }
    ],
    "title": "Debt Collection Services",
    "value": {
      "amount": 13500000,
      "currency": "GBP",
      "amountGross": 16000000
    },
    "status": "active",
    "documents": [
      {
        "id": "future",
        "documentType": "biddingDocuments",
        "accessDetails": "Through the RFI/RFP Ariba Event platform"
      },
      {
        "id": "conflictOfInterest",
        "description": "Not published",
        "documentType": "conflictOfInterest"
      },
      {
        "id": "072600-2026",
        "url": "https://www.find-tender.service.gov.uk/Notice/072600-2026",
        "format": "text/html",
        "noticeType": "UK4",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "datePublished": "2026-07-31T11:06:15+01:00"
      }
    ],
    "procedure": {
      "features": "Competitive flexible procedure description:\nThe following stages will form the basis of this competitive flexible procedure:\n \nStage 1A: Pre – Qualification Questions (PQQ) \nStage 1B: Request For Information (RFI) Stage \nStage 1C: Risk Engagement Request\nStage 2:  Request For Proposal (RFP):\n2A\tRFP written responses\n2B\tRFP Commercial Meetings (Negotiation of contract terms and pricing may take place from the point at which RFP submissions are recieved to Contract Award) \nBest and Final offers Submission\nStage 3: Contract Award\nStandstill\nPlease note: Bidders will be shortlisted at the end of the RFI stage (Which includes the completion/submission of the Engagement Event) and also the RFP stage. Please see the Bidder Guidance Document for further detail. \nIntended at time of publication. Any changes to this will be notified to participants at the relevant time."
    },
    "legalBasis": {
      "id": "2023/54",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents",
      "scheme": "UKPGA"
    },
    "techniques": {
      "frameworkAgreement": {
        "type": "closed",
        "method": "withReopeningCompetition",
        "description": "Please see the Bidder Guidance Document for further detail."
      },
      "hasFrameworkAgreement": true
    },
    "awardPeriod": {
      "endDate": "2027-03-31T23:59:59Z"
    },
    "description": "Debt Collection Services – Scope of Requirements Summary\nAnglian 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.\nThe 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.\nKey Service Requirements\nSuccessful suppliers will be required to:\nOperate on a commission-based debt collection model.\nProvide pricing for mandatory value-add services.\nDeliver customer-focused collections aligned to affordability and vulnerability support.\nSupport Priority Services Register (PSR) identification and referrals.\nProvide trace, collect and settlement services where applicable.\nExchange outbound and inbound account data files with Anglian Water.\nProvide weekly payment reporting and account updates.\nSupport recurring card payment arrangements.\nComply with applicable health and safety requirements where field visits are undertaken.\nParticipate in ongoing performance monitoring, audits and benchmarking against other suppliers.\nLot 1 – 1st & 2nd Standard Collect Placements\nCovers 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.\nPlease see the Bidder Guidance Document for further detail.\nLot 2 – 1st & 2nd Placement Financially Vulnerable Customers\nCovers 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 .\nPlease see the Bidder Guidance Document for further detail.\nLot 3 – 3rd Placement Collection\nCovers 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.\nPlease see the Bidder Guidance Document for further detail.\nLot 4 – 1st & 2nd Court Account Placements\nCovers 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.\nPlease see the Bidder Guidance Document for further detail.\nLot 5 – Standard Trace & Collect Placements\nCovers 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.\nPlease see the Bidder Guidance Document for further detail.\nLot 6 – Court Trace & Collect Placements\nCovers 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.\nPlease see the Bidder Guidance Document for further detail.\nAdditional Requirements Across All Lots\nAccounts may be allocated across multiple placement stages, but the same agency will not normally work the same account twice.\nSuppliers are expected to maximise collections while maintaining customer care and regulatory compliance.\nAffordability referrals, PSR identification, vacation date updates, deceased customer identification and bankruptcy notifications form part of the expected value-add services.\nPerformance will be monitored through collection rates, payment arrangements, penetration rates, audits and contractual KPIs.\nField visit activity is mandatory for Lot 3, optional in Lots 1 and 2, and subject to health and safety approval.\nOverall 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.\nPlease see the Bidder Guidance Document for further detail.",
    "enquiryPeriod": {
      "endDate": "2026-08-26T22:00:00Z"
    },
    "specialRegime": [
      "utilities"
    ],
    "aboveThreshold": true,
    "submissionTerms": {
      "languages": [
        "en"
      ],
      "electronicSubmissionPolicy": "allowed"
    },
    "procurementMethod": "open",
    "mainProcurementCategory": "services",
    "submissionMethodDetails": "https://eu.mu.ariba.com/uav/project/?token=0cfb9eab-ff66-486f-90ea-8991187cd32c",
    "procurementMethodDetails": "Competitive flexible procedure",
    "expressionOfInterestDeadline": "2026-09-03T22:00:00Z"
  },
  "parties": [
    {
      "id": "GB-PPON-PMZW-7779-DCNZ",
      "name": "Anglian Water Services Limited",
      "roles": [
        "buyer"
      ],
      "address": {
        "region": "UKH11",
        "country": "GB",
        "locality": "Peterborough",
        "postalCode": "PE3 6WT",
        "countryName": "United Kingdom",
        "streetAddress": "Thorpewood House, Thorpewood, Peterborough"
      },
      "details": {
        "url": "https://www.anglianwater.co.uk/",
        "classifications": [
          {
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE",
            "description": "Private utility"
          }
        ]
      },
      "identifier": {
        "id": "PMZW-7779-DCNZ",
        "scheme": "GB-PPON"
      },
      "contactPoint": {
        "email": "rlongman@anglianwater.co.uk"
      }
    }
  ],
  "language": "en",
  "initiationType": "tender"
}