In a competitive utilities market, customer service is crucial to preserve brand reputation and loyalty.
This includes collection and enforcement activities for businesses and individuals who owe money.
Collecting what is due as quickly as possible is a natural priority, particularly in difficult times, where cash flow is under pressure and organisations are fighting for survival and growth.
Our transparent, intelligence-led services provide greater confidence with ethical, firm but fair treatment of customers that is proven to raise recovery rates, lower complaints and protect your brand.
Having the right skills and expertise to provide effective services in the field, quickly and to every local postcode, is a real advantage. With 450+ certificated enforcement agents, ours is the UK’s largest and most professionally trained field force for collections and enforcement services.
Our commitment to ethics, excellence and compliance set standards that are shaping the future of the industry. And our unique approach to integrated compliance and enforcement provides clients with absolute confidence in our ability to represent their organisation and carefully preserve their brand and reputation.
What can we do?
Our nationwide presence makes the same high quality of services immediately available to you anywhere in the UK. Experienced recoveries specialists combine sophisticated electronic verification and the latest assessment techniques with the industry’s most professional doorstep attendance services to bring you rapid results.
How can we help you?
Our integrated solutions cover the complete range of field services which can be combined with our full collections and enforcement services to produce a rapid recoveries process that is precisely tailored to your requirements. Solutions typically follow our four stage live process.
Integrated live process
Our four stage live process is designed to bring customer engagement and higher returns earlier in the collections lifecycle using integrated compliance and enforcement that is proven to produce “in quarter” results – including where others have failed.
- Stage 1 (day 1-2): Letter before action
- Stage 2 (day 7-14): Field verification and letter
- Stage 3 (day 28-37): Litigation to obtain judgment
- Stage 4 (day 38-50): Transfer-up judgment to High Court
A complete range of collections and enforcement services are available either individually or within the integrated live process, including:
Tracing & investigation
Establishing the whereabouts of more of the individuals who owe debt.
We use the latest search tools and a selection of databases, combined with the expertise of our specialist telephone trackers and field agents to establish the whereabouts of more of the individuals who owe debt. With a 70% success rate in obtaining positive intelligence to enable case progression, our results prove the benefit of our three-stage approach.
Field-based physical checks to definitively verify address details and ascertain occupancy.
In addition to electronic tracing methods we provide field-based physical checks to definitively verify address details, ascertain occupancy and in cases where the occupant cannot be located, our agents are skilled at making discrete enquiries locally and with neighbours to retrieve alternative address and contact details wherever possible.
Encouraging direct re-engagement in the recovery process by establishing live contact with individuals at their place of residence or work.
When clients lose contact with their customers we can combine tracing and investigation services with field agent visits designed to re-establish live contact with individuals at their place of residence or work and encourage direct re-engagement in the recovery process. Our services are flexible and can be configured to work with priority access to your own customer services team. Alternatively we can handle the re-engagement and recovery on your behalf.
Visit the properties of customers at risk of disconnection and attempting to avoid this action by offering repayment terms or ‘pay as you go’ meter installation.
As a mandatory part of the live disconnection process, we offer fast turn-around PDVs to meet your needs. Our field agents will visit the properties of customers at risk of disconnection and attempt to avoid this action by offering repayment terms or a ‘pay as you go’ meter installation as you require. Our agents will also provide a completed vulnerability checklist and can refer cases to our specialist in-house Welfare Support Unit for active guidance and support.
Process serving & letter delivery
With a nationwide field force of dedicated agents, we are able to directly issue and serve any legal documents or letters throughout England and Wales.
These can include Claim Forms, Statutory Demands, Charging Orders, Sworn Affidavits and Witness Statements. Once served, our agents will provide a certificate of service to confirm delivery.
This service is offered by our sister company, Swift Credit Services.
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.
High Court services
High Court enforcement is the fastest and most effective form of enforcement in the UK. By transferring up your court order for enforcement as a High Court writ, we recover the money owed to you by the customer under the judgment and pay this money back to you quickly.
Marston is the UK’s leading judicial services Group, recovering more monies for High Court clients than anyone else.
When traditional debt collection methods fail, our expertise as authorised High Court Enforcement Officers enables us to prompt immediate engagement from individuals or businesses that have been ordered to pay money, return property or vacate land.
If you have a High Court judgment less than six years old that has failed to be enforced, even by another provider, we can also help you with our High Court returns service.
High Court returns
Turn your unenforced writs into real results by sending us your High Court returns.
Send us your unenforced High Court writs under six years old, and we will perform detailed tracing and investigation on each case, reassigning all newly traced cases to our authorised High Court Enforcement Officers through our market-leading enforcement process.
As an existing client, you can simply instruct us to subscribe cases you have already assigned to us into a rolling programme of regularly scheduled tracing and investigation.
This includes optional desktop and field investigation services that get more results and provide the best chance of returning these gone-aways to the recoveries process in the period prior to writ expiry.
What happens next?
The process is simple. Tell us about your service requirements and, if possible, the recovery and attendance rates you are achieving with your current collections and enforcement activities, even if other providers are being successful. We will be happy to advise you on the most appropriate recovery methods and the integrated approach to services we can take that will improve your results.