1. H&F Ethical Collections
A revolutionary public and private sector Joint Venture
H&F Ethical Debt Collection
Public sector innovation
BI services
Contract management
Client
Bringing FCA regulated best practice to the public sector
Designed to stop the ‘two-tier’ treatment of residents
Leveraging investment in technology, people and analytics
Focused on optimising returns whilst delivering an enhanced resident experience
JV designed to offer a fully outsourced solution for H&F debt streams
Framework Agreement permits other clients to call off services
Range of debt types via late stage collections and ‘white-labelled solutions’ (housing, Ctax, business rates etc.)
Collection operations
Strategy design
Technology
Resource
MI & data services

2. H&F ethical collections progress
Council Tax - The Process
Reminders
Summonses
Liability Orders
Distress Warrant s
Bailiff visits
And the costs and fees amount to……?

3. H&F ethical collections progress
Bailiffs
Are they used as a last resort?
Or part of a process?
Is it always appropriate?
What do the fees actually achieve?

4. H&F ethical collections progress
The Trial
Overpayment of Benefits
Former tenant arrears
Parking fines
Council Tax
No litigation or use of bailiffs

5. H&F ethical collections progress
Some radical ideas!
Phone customers
Text customers
customers
Try to understand the customers situation
Allow payments beyond end of financial year

6. H&F ethical collections progress
Experience to date suggests the approach is well received
Performance strong compared to benchmarks
Proactive approach to collections resulting in increased engagement
Sustainable repayment plans created
Gaining data on the reduction of enforcement actions
Financial benefit to the council

7. H&F ethical collections progress
Experience to date suggests the approach is well received
All debts are post Bailiff
Early days – Only 6 months of data
Former tenant – Collected 3%, 25%
Housing Benefit – Collected 1%, 40%
Council Tax (Aged) – Collected 2%,
NB Figures revised – updated