our capabilities

Start ethical collections

Our service has been designed to optimise your collection performance and integrate seamlessly with your current operations, providing an exceptional resident experience.

Scope

We can apply our ethical collections approach to the following council debts:

  • Council Tax
  • Housing Benefit Overpayment
  • Business Rates
  • Sundry Debts
  • Rent Arrears
  • Parking

National framework

h&f ethical collections is part of a national framework set up by Hammersmith & Fulham Council. This means that local councils can access our ethical collections services without the need for further procurement.

Implementation

We recognise that most councils have collections operations in place. To evidence that our ethical approach improves your current performance, we can undertake a ‘champion challenge’ pilot on a sample of each council debt type. Once proven successful, pilots will be more widely implemented.


Ongoing delivery

Performance levels will be regularly assessed against pre-agreed indicators. An account director will be appointed to ensure ongoing collections activity meets the service levels agreed.

 

Collections and charges

Our services are charged on an activity basis, therefore you will only ever pay for the services you use. Additionally, the fee structure is contingent, limiting your commercial risk.

 

Tap into our technology

Tap into our tech

 

Innovation is at the core of our continuous improvement programme, ensuring we are consistently adding value for our clients and exceeding residents’ expectations. 

Our integrated complementary technology ensures early and proactive engagement, allowing residents to contact us using their preferred channel. This increases engagement rates, enhances resident experience and delivers optimal recoveries.

Create sustainable collections

By proactively engaging with residents through a wide range of channels in a way that suits their lives,
we improve collections and create long-term and sustainable revenue.

The key principles of this approach are as follows:

Create Sustainable Collections

 

 

This graph illustrates how our ethical approach creates a sustainable revenue stream for the council.
Costs fall significantly after our initial engagement with residents to set-up affordable repayment plans,
our focus then moves to maintaining the arrangements. This means that default rates are very low and
the total value of arrangements increases over time, creating a predictable and sustainable revenue stream.

Cost-curve diagram