NW3089 - Provision of Debt Collection Services

Our intention is to outsource annually, from 2027, on a commission basis, circa £10 million (per annum) of unrecovered closed account water debt where a collect, or trace and collect solution is required. In addition to this we intend to outsource circa £4.5 million (per annum) of Post-Litigated (with County Court Judgement) water debt. Similar projections are foreseen for the duration of the agreement.

We are offering an initial 3 year contract (1st February 2027 - 31st January 2030) with the possibility of two further extensions of 3 years each.

There will be 4 different lots, and we wish to have a framework agreement with two vendors added to each lot.

The lots will be:

NW3089A - Post-litigation - County Court Judgment

NW3089B - Closed Account (Prime) - forwarding address provided

NW3089C - Trace and Collect, 1st placement

NW3089D - Trace and Collect, 2nd placement

We would invite parties to bid for all or part of this work.

Framework contract specifics

Batches would be issued throughout the year to the successful processor(s), with approximate yearly numbers being

6,000 Post-litigation - County Court Judgement

13,500 Closed Account (Prime) - forwarding address provided

9,000 Trace and Collect, 1st placement

22,000 Trace and Collect, 2nd placement (including 2nd placement Prime as T&C)

It is proposed the accounts will commence being released to the processor in early 2027.

Potential bidders will be required to comply with our standard Service Level Agreement, Data Processing agreement and to submit their Data Journey (examples on request) in order to show satisfaction of the General Data Protection Regulation (GDPR) 2018

We intend to appoint 2 x DCAs per debt segment; with cases initially split on a 50/50 basis with the option to place a larger or smaller proportion based on performance as the contract progresses.

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. Vendors will be expected to support this requirement.
• A clear and timely invoicing strategy and incoming payments on a weekly/monthly basis.