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Important Information - COVID-19

Our specialist trained teams are available to discuss your case, take payments and review existing and make new arrangements to pay. We are also able to provide you with information on where to obtain additional support including free welfare advice and information on financial support that may be available through Government & Local Council schemes.

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Here are some frequently asked questions and answers you may find useful.

Why have I heard from Jacobs?


We receive our instruction from Councils to collect unpaid Council Tax, Business Rates, Parking Fines, Commercial Rent Arrears, Former Tenant Arrears, Housing Benefit Overpayment, High Court Writs and Sundry Debts.

You will have been issued a number of reminders and other notices, along with opportunities for challenges, before the debt progressed to the point of being sent to us.

What steps will Jacobs take to collect the debt?


Most debts we collect will enter the Compliance Stage whereby we will make several attempts to contact you by letter, phone, email and SMS, to negotiate the repayment of your debt. A charge of £75.00 will be incurred when the first Notice of Enforcement is issued to you.

If we are unsuccessful the debt will escalate to Enforcement Stage during which an Enforcement Agent will visit your property to collect full payment or to assess your valuables for removal at auction. A fee of at least £235.00 will be charged on their first visit.

Your debt could reach Sale Stage if you do not cooperate with us and agree payment. This is where we will arrange to remove valuables (vehicle and/or household goods) for sale at auction to raise the funds to clear your debt. This stage costs an additional minimum of £110.00.

The best thing to do is to contact us, at your earliest convenience, so that we can discuss the matter and try to reach a mutually beneficial arrangement.

What fees do I have to pay?

Compliance£75.00Charged once the Notice of Enforcement is issued to you. This is charged per debt.
Enforcement£235.00Charged once an Enforcement Agent visits you. If your debt is over £1,500 the fee will be higher as an additional 7.5% is charged of the difference over £1,500. For example if your debt is £2,000 the fee would be £235.00 + 7.5% of £500 = £272.50, which is then rounded up to the nearest pound, therefore £273.00.
Sale£110.00Charged once we have taken control of your goods and attended to remove them. If your debt is over £1,500 the fee will be higher as an additional 7.5% is charged of the difference over £1,500. For example if your debt is £2,000 the fee would be £110.00 + 7.5% of £500 = £147.50, which is then rounded up to the nearest pound, therefore £148.00.

How long will I get to pay?


If you are unable to pay the debt in full, we may be able to offer you an arrangement to pay by instalments. This will depend on our Clients Guidelines and your income, so you will need to provide us with some details about your employment along with evidence such as recent payslips or bank statements.

If you are in receipt of benefits, we will require proof of your entitlement in order for you to potentially qualify for a reduced arrangement.

Where can I get free and impartial debt advice?


Jacobs work alongside a number of local and national organisations who offer free and impartial debt advice.

Take our 60-second debt test.

Here are some organisations you can contact for help:

Step Change Debt Charity

0800 138 111

National Debtline

0808 808 4000

Money Advice Service

0300 500 5000

What do I need to do if I don’t think I owe this debt?


Contact us right away and explain to us why you don’t think you owe the money. Do not ignore the situation in hope that it will go away.

We can contact our client on your behalf to get answers to any queries you have and to verify that the debt is correct. Please be aware that you may still be liable for any fees already incurred by us.

What do I need to do if I have received a letter for somebody who doesn’t live at my address?


Contact us right away or telephone the Enforcement Agent directly if you have received a hand delivered letter. We will need you to supply proof of your residency e.g. a recent utility bill, in order for our records to be updated and for our tracing process to begin.

If you know the debtor we would ask that you provide us with their forwarding address, or that you ask him/her to contact us directly.

I forgot to make my agreed payment, what is going to happen?


You need to call us so that we can review your case and see what the next steps are. It may be that we can reinstate your arrangement once you have paid the arrears, but we will inform you of next steps when you call.

The worst thing you can do is ignore us as this could result in your debt escalating and further charges being incurred.

My circumstances have changed and I can’t afford the repayments I agreed - what should I do?


Get in touch with us so that we can update your details and see whether we can renegotiate your payments. We will need to complete a Financial Statement with you and we may need to ask for proof of your income.

I have received a hand delivered letter from an Enforcement Agent, what should I do?


Call the Agent right away on the mobile number on the letter.

An Enforcement Agent’s job is to collect the full amount or to remove goods for sale at auction. They may be able to allow you some time to raise the funds.

You are best arranging a convenient time for the Agent to revisit you to discuss your options.

The Enforcement Agent is planning to remove my goods, how can I avoid this?


Removing goods is the last thing we want to do, but if your debt has reached Sale Stage it is because you have either not contacted us to arrange repayments or because you have defaulted on agreed payments, so at this point we have exhausted all channels.

The Enforcement Agent in charge will always assess your circumstances to ensure there are no other suitable options before proceeding with a removal. Please speak to the Agent as a matter of urgency.

How can I make a complaint about Jacobs?


We are committed to getting things right and any complaints received are treated very seriously.

If you would like to lodge a formal complaint you can do so by email to or by post to Jacobs 6 Europa Boulevard, Birkenhead, Wirral CH41 4PE.

All complaints will be acknowledged within 2 days and a full response will be issued within 10 working days. Our response will also be shared with the Council as we are acting on their behalf.