Corporate Debts such as Sundry, Miscellaneous, Housing Benefit Overpayment, and Former Tenant Arrears are a vital income source and need to be recovered alongside main Local Taxation income streams.
All income is important to our clients to ensure budgets are protected and front line services are delivered in addition to providing efficiency and cash saving initiatives.
With a joined up approach to debt collection, customers are aware of their total indebtedness to the Council and are provided with the opportunity to clear all debts whilst keeping costs of collection lower.
Jacobs have developed a comprehensive debt recovery service that is of no cost to the council, where we collect Local Taxation. This service is very comprehensive and consists of:
- Pre-case review and dynamic case loading via system interfaces
- A suite of timely letters and reminders
- Outbound telephone debt recovery, in and out of office hours and weekends
- SMS and email contact
- Review of all vulnerable cases
- Targeted visits by debt enquiry agents
- Comprehensive tracing facilities
- Quality checks throughout the process
- Comprehensive reporting on all aspects of delivery and performance
High Court Enforcement
To extend our range of corporate debt services, Jacobs are also able to offer High Court Enforcement
Early Compliance is Key
Jacobs have tailored recovery models based on proactive phone debt recovery, timely reminder notices, coordinated recovery action, targeted visits and comprehensive follow up process.
Early compliance is key to ensure we maximise opportunity to contact, collect and keep costs low.
Jacobs use a number of pre-action case checks on account receipt to ensure we have up to date information, link all accounts, and ensure all activity is coordinated.
We have seen a significant reduction in the number of cases requiring a visit by proactively managing all cases and using smarter and modern recovery procedures.
Proactive Telephone Debt Recovery
Using the latest digital technology we make outbound calls in and out of office hours and weekends to ensure that we maximise every opportunity to make contact with the debtor and discuss their accounts.
This is complimented by SMS messages and emails and we have established suppliers providing us with contact details.
With a focus on removing communication barriers and offering a wide choice of contact channels we can demonstrate a significant reduction in cases requiring a visit.
All calls are recorded for training and quality purposes, and we have live dashboard information within the collection centre ensuring calls are managed throughout the day, minimising missed calls and maximising contact.
Debt Recovery Visits
We will allocate your case to a Debt Collection Agent who will conduct a series of visits to make contact with the debtor.
All Agents have had extensive debt recovery training, in addition to negotiating payment and arrangements.
Using the latest technology on the doorstep to capture all information in real time, our Agents are in constant communication with back office systems and support staff.
All Agents are equipped with Video Badge recording devices to promote transparency and audit.
We have a very experienced and specialist trained Welfare Team that deal with all cases identified as potentially vulnerable.
This ensures we signpost the customer to free assistance and advice, and ensures our recovery actions are recorded, reported and we work with the customer to resolve the outstanding debt.
Working with Welfare Advice Agencies
Jacobs work with local and national welfare advice agencies that provide the customer with free advice.
We have an established welfare advice protocol and procedures that ensures direct communication with agencies and the Welfare Team, and we will work with the agency to assist with the repayment of the debt outstanding.
Extensive Local and Self Service Payment Arrangements
Jacobs offer a wide range of payment methods to ensure customer choice and to enable payments to be made at a time and method that suits the customer most.
These include self-service methods such as voice controlled telephone payments, online web payments, bank transfers, and mobile phone and tablet payments.
In addition, a plastic payment card, at no cost to the debtor, can be issued, enabling payments within the local community, or anywhere across the country, via Payzone outlets and Post Offices.
Please follow this link for further details of facilities available
Back Office Support
Jacobs support all our Agents through specialist support staff who will review all accounts, actions taken, and will coordinate visits to ensure we utilise all available resources to maximise customer contact and collections.
Robust quality checks ensure we provide effective case management and improved recovery rates.
You will have one to one client administration through a dedicated liaison officer who will be the day to day operational contact with your team, ensuring all actions are completed, cases updated, and all queries resolved immediately.
All activity is monitored through our award winning Aneris performance management system. The Aneris system provides 16 live graphical reports on all aspects of activity and performance, comparing month by month and year by year to ensure detailed and informative analysis.
Aneris reports are available to clients ‘on demand’ by logging into your dedicated client area on the website.
In addition we measure the effectiveness of all recovery stages through our unique Compliance –v- Enforcement reporting, again available to clients on demand via the client area.
Client Management and Review
Jacobs’ dedicated client management is undertaken by the Senior Management team, ensuring that we regularly review all aspects of the contract, including quality, performance, implementing new initiatives and working closely with the Council to set direction.
The team are ex Local Authority senior managers from Revenues, Recovery and Enforcement backgrounds, ensuring that we fully understand your services, debt types and the need to deliver efficient, effective and comprehensive seamless services.
For more information on our Client Team, please visit our Team Page
If you would like to view the information available in our client area, please contact us to arrange a guest log in. After a simple authentication process we will supply you with access to the site for detailed information on our services, our collection rates, and our performance reports.