93 local authorities in the UK use our parking and traffic management services.
Our intelligence-led approach improves recoveries, minimises the cost to customers and provides the industry’s most professional full-service response.
Our market-leading tracing and investigation capability enables us to combine extensive recoveries expertise and high quality data to drive smarter services that improve your results and save you and your customers money.
Our award-winning services provide an ethical and effective approach to collections and enforcement, with dedicated management for clients and a much needed firm but fair human face for customers.
Recovering up to:
56% traffic debts at letter stage
63% traffic debts at 1st visit
47% post enforcement cases referred
18% expired warrants previously written-off
Less than 0.1% removal of goods
What can we do?
We collect charges, enforce warrants, target persistent evaders and run ANPR operations on behalf of 93 local authorities in the UK. This includes unpaid road traffic debts, congestion charges and bus lane contraventions for Transport for London as well as conducting recoveries for Westminster City Council, the London Boroughs of Camden, Enfield, Hammersmith & Fulham, Islington, Kensington & Chelsea, major cities such as Leeds, Liverpool, Newcastle, Manchester and Sheffield, and Cornwall. Our investment in nationwide service excellence is shaping future industry standards:
- 10 ANPR equipped vehicles, a fleet of total lift removal vehicles and our own vehicle pound.
- A proprietary database containing records of over 8 million defaulters and enriched data derived from several market sources and 2 credit reference agencies.
- A Tracing & Investigations Division of 30 skilled recoveries specialists with access to advanced knowledge resources and pioneering case management systems that integrate our 50-seat contact centre, also staffed by specialists.
- Dedicated client management and the UK’s largest, most highly trained national field force of 450+ dedicated enforcement agents, all City & Guilds accredited and connected by leading-edge case management systems.
How can we help you?
Our services are available nationwide and cover the complete range of requirements for parking and traffic management recoveries, including:
Amicable recovery (pre-registration)
Saving money and time by recovering a significant proportion of charges prior to registration and enforcement.
Before the enforcement process beings, we will contact your customer on your behalf to explain the consequences of non-payment and provide the opportunity to arrange payment, query liability or inform us of any vulnerability issues. We also make background checks to assist contact centre enquiries and negotiations, and direct follow-up visits to encourage non-responding customers to re-engage. Our respectful, courteous and skilled approach results in higher collections, lower complaints and provides the earliest opportunity to identify vulnerable customers – guiding them to appropriate help and support through our own Welfare Support Unit.
Our certificated enforcement agents visit the customer to enforce the warrant.
Where contact has been established and payment is refused, the case is then passed to a certificated enforcement agent who will visit the customer to enforce the warrant. All our professional agents receive the highest standard of City & Guilds accredited training to make sure they are properly equipped to read people, situations and behaviour, identify genuinely vulnerable cases and understand compliance. They apply standard fees, combine multiple debts into single visits and act respectfully to assist customers in arranging affordable payment plans. By attending at different dates and times they optimise the chances of making contact and are culturally sensitive to observe community diversity, religious holidays and festivals. They can even respond to translation requirements.
Where no contact has been made, escalate the case to our Customer Care Centre for post-enforcement warrant recovery.
Using advanced tracing techniques, our highly skilled Customer Contact team pursues cases where we have traced a telephone number with a view to securing a payment arrangement. 47% of cases referred result in payment.
Our intelligence-led process can also include further tracing, letters and telephone recovery actions as well as involving doorstep collectors, who can visit the property, verify details and are highly skilled at negotiating payment.
Persistent evaders & ANPR operations
We are authorised to work on static ANPR operations in conjunction with the police and government agencies.
As the major provider for HMCTS, Marston is authorised to work on static ANPR operations in conjunction with the police and government agencies. We have established strong working partnerships with police forces across the country and have run hundreds of successful operations to tackle persistent evaders all over the UK using PCN profiling methods, pro-active client communication, vehicle location reporting and intensive desktop tracing. Currently we engage in up to eight static roadblocks per week using our own ANPR teams.
A pro-active alternative to written-off warrants by tracing the customer and providing a range of recovery options.
Every year, over 1 million warrants remain uncollected after their 12-month expiry date and are written-off by authorities who may be unaware that they have the right to take further action. Because of the way some bailiff companies incentivise self-employed agents, Penalty Charge Notices are often not rigorously enforced or prioritised and are consequently returned. Our service provides clients with a pro-active alternative that traces the customer and offers a range of letter, telephone and doorstep recovery options. By sending us warrants they had previously dismissed as uncollectable, at no cost to them, we are already achieving recovery rates of up to 18% of cases closed and written-off by other providers – a significant windfall of monies they should have received.
All the information you need to decide whether the customer has the ability to pay.
Before bringing a customer to court, our pre-litigation report will provide you with all of the information you need to decide whether the customer has the ability to pay. This includes precise information about the financial status and the value of any assets owned by the customer and includes background checks of employment status, directorships and judgments with details of the likely costs of various types of action so you can make a fully informed choice.
Taking legal action on your behalf.
When all other forms of recovery have been exhausted we can pursue the customer through appropriate legal channels. Working with our partner solicitors, we can serve statutory demands, arrange for warrants of execution, and issue of charging orders, bankruptcy proceedings, attachment of earnings and deduction from benefits. At every stage we ensure we meet absolute standards of compliance, ensuring all circumstances and background information is thoroughly checked to safeguard vulnerable customers.
What happens next?
The process is simple. Tell us about your recoveries and resourcing challenges and, if possible, the recovery rates you are achieving with your current parking and traffic management activities, even if other providers are being successful. We will be happy to advise you on the most appropriate methods you can add to your current approach and any alternative solutions we can provide that will improve your results.