Debt Collection Services - Water Industry Framework Agreement

Northumbrian Water is seeking to outsource debt collection services on a commission basis through a framework agreement. The opportunity comprises four separate lots covering post-litigation cases, closed accounts, and trace and collect services, with an estimated annual volume of approximately 50,500 accounts and £14.5 million in debt value. The initial contract period runs from February 1, 2027 to January 31, 2030, with two optional 3-year extensions. Northumbrian Water will appoint two approved debt collection agencies per lot, initially splitting cases 50/50 with performance-based adjustments. Successful bidders must be FCA-authorised, demonstrate expertise in utility debt collection, comply with GDPR and data protection requirements, and meet comprehensive service standards including multiple payment methods, vulnerability support, priority services register identification, and real-time client visibility. Vendors must also support on-site audits and provide detailed performance reporting. Interested parties should be prepared to provide references, current success rates, and evidence of compliance with Northumbrian Water's risk management and purchasing policies.