Debt Collection Services Framework for Household Accounts

Anglian Water is seeking to appoint multiple Debt Collection Agencies under a framework lasting up to eight years to recover household and residential debt. The opportunity is structured around six specialist lots covering different debt types and collection stages: standard placements, financially vulnerable customers, third-placement collections, court-related debts, trace and collect services, and court trace placements. The framework operates on a commission-based model supplemented by fixed-price value-add services including affordability referrals, vulnerability support, tracing, deceased account identification, and bankruptcy notifications. Successful suppliers must demonstrate strong collection performance while maintaining excellent customer service, supporting vulnerable customers, and complying with health and safety requirements. Services include digital engagement, optional or mandatory field visits depending on the lot, weekly reporting, payment arrangement support, and participation in performance monitoring and benchmarking. No guaranteed work volumes are provided. The procurement aims to establish a competitive multi-supplier framework that improves debt recovery, supports vulnerable customers, drives affordability outcomes, and delivers value for money while maintaining a customer-focused approach.