Our debt collection process and partners
Working together with trusted debt collection partners to support customers, find affordable solutions and help manage outstanding balances.
Why might you be contacted by a Debt Collection Agency?
As part of our commitment to managing customer arrears responsibly and ensuring customers receive regular contact and support regarding overdue balances, we use a number of approved Debt Collection Agency (DCA) partners. They are authorised to contact customers on our behalf when accounts have fallen into arrears and previous attempts to resolve the balance directly have been unsuccessful.
Our approved partners work with customers to:
- Understand individual circumstances
- Discuss repayment options
- Help customers find an affordable solution
- Signpost support where appropriate
- Resolve outstanding balances fairly and respectfully
Our priority is always to help customers as early as possible. We would much rather hear from you directly if you are struggling to pay. In many cases we can offer support, explore payment options, check whether you are eligible for financial assistance, or agree a suitable arrangement to help you manage your account. If you are contacted by one of our partners, it’s important to work with them to help get you back on track.
Debt Collection Agencies are not bailiffs, and they have no legal power to enter your property. We sometimes use approved bailiffs as an absolute last resort. See our code of practice for more information
Code of practice for Unpaid Charges from Household Customers
PDF, 2.4MB
For our policy on unpaid charges and debt collection, please download our Code of Practice.
Our approved Debt Collection Agency partners
Our Standards
We only work with carefully selected collection partners who are expected to uphold the same high standards of customer care that we expect of ourselves.
Our collection partners are required to:
- Treat customers fairly and with respect
- Consider individual circumstances and vulnerabilities
- Communicate clearly and professionally
- Work with customers to identify realistic repayment solutions
- Follow applicable industry guidance, regulatory requirements and good practice standards
- Escalate customers who may require additional support
We regularly monitor our partners' performance and customer outcomes to ensure these standards are maintained. If you have any complaints or feedback, please contact us straight away.
What to do if you are contacted
If one of our approved debt collection partners contacts you, it is important that you engage with them.
Ignoring letters, emails, telephone calls or visits can reduce the options available and may make it more difficult to find a suitable solution.
Our partners are authorised to discuss your account and work with you to:
- Agree payment arrangements
- Review your circumstances
- Explain your balance
- Identify support that may be available
- Help you bring your account back up to date
Remember, whether you speak to us directly or to one of our approved partners, the aim is always to find a fair and sustainable solution.
What our customers say
💬 They talked me through things, and made it clear to me. They were marvellous.
💬 They went through an expenditure plan to see what I could afford, and they came up with a plan and it was affordable and they were brilliant. The girl I spoke to was really understanding and very thorough.
💬 They've been really helpful. They understood my situation. They offered for me to pay the bill on a lower rate.
💬 The person that visited me was very polite, friendly and professional.
💬 They understand my situation and tried to help as best they could
💬 They had good customer service on the phone, they were efficient and dealt with my inquiry really well.
Our commitment in numbers
Last year our Debt Collection Partners:
- Supported over 17,100 customers by agreeing a payment plan to prevent their cycle of increasing debt
- Referred to us over 4,100 customers eligible for support tariffs, debt forgiveness schemes or priority services
- Demonstrated their commitment to supporting vulnerable customers via over 20 performance review sessions
More Information
Help & advice
Bankruptcy
It is possible, in certain situations, for us to apply to make someone bankrupt in order to recover a debt.
Help & advice
Charging orders
A Charging Order secures the debt against your home or any other property that you own.
Help & advice
Claim form
A Claim Form is a formal legal document used to make a claim at the County Court.
Help & advice
High court enforcement
High Court enforcement is a method of recovering a judgment debt. We’ll apply to transfer the judgment from the County Court to the High Court.
Help & advice
Letter of claim
We’re required by the Court to send this letter before we’re able to issue a claim against you.
Help & advice
Order for questioning
Once we have obtained judgement we would like to know more about your financial circumstances before deciding what to do next.