With over 57 years of experience in working in partnership with local authorities across England and Wales, Jacobs provide seamless services in the collection of Council Tax arrears.
Jacobs understand the requirement for Councils to recover all income required to deliver front line services and safeguard public services.
Early Compliance is Key
Jacobs have tailored compliance models ranging from 13 days from notice of enforcement to visit through to more comprehensive 40 day models based on proactive phone debt recovery and up to 3 timely reminder notices.
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 more modern recovery procedures.
Proactive Telephone Collection
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 complemented 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.
On escalation to the Enforcement Stage the case is allocated to a local Enforcement Agent. All Agents will be pre-approved on contract set up, local to your Council area, are certificated by the county court, and have received specialist training in Local Taxation collection and studied the CIVEA/IRRV examination.
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.
Council Tax Reduction
We have procedures in place to recover CTR cases using a mixture of pre-action checks, proactive telephone contact and timely reminder notices. We can fully tailor our strategy to your requirements.
We work to the Taking Control of Goods National Standards April 2014 in addition to the legislative requirements under the Tribunals, Courts and Enforcement Act 2007, and have a unique approach to ensuring that vulnerable persons are not subject to undue actions.
We have a very experienced and specialist trained Welfare Team that deals with all cases identified as potentially vulnerable. This ensures we signpost the customer to free assistance and advice and ensure 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 who provide the customer with free advice.
We have an established welfare advice protocol and procedures that ensure direct communication with agencies and the Welfare Team, and we will work with the agency to assist with the repayment of the debt outstanding.
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 & 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
For more information on our Council Tax Services, please contact [email protected]
To arrange a meeting at your offices to provide detailed information on our services and for a demonstration of Aneris Performance Reporting, please Contact Us