DCWW2117 Live and Final Debt

Procurement description

Procurement of debt collection agency services for Dŵr Cymru Welsh Water, covering the recovery of live and final customer debt, with a focus on customer outcomes, regulatory compliance and service performance.

Main category

Services

Contract dates (estimated)

20 July 2027, 00:00AM to 20 July 2030, 23:59PM

Dwr Cymru Cyfyngedig

Is this procurement under a special regime?

Utilities

Is the total value above threshold?

Above threshold

CPV classifications

• 79940000 - Collection agency services

Contract start date (estimated)

20 July 2027, 00:00AM

Contract end date (estimated)

20 July 2030, 23:59PM

Engagement process description

Dŵr Cymru Welsh Water is undertaking preliminary market engagement in relation to the future provision of debt collection agency services, covering the recovery of live and final customer debt. The engagement is intended to help Welsh Water understand current market practice, emerging delivery models and supplier perspectives before finalising its future procurement approach. Areas of interest include commercial and allocation models, digital and AI-enabled collections, data and insight, customer vulnerability, performance, mobilisation and future market developments.

This engagement is exploratory and is not a call for competition. Participation will not provide any supplier with an advantage in any future procurement process, and Welsh Water is not committing to any particular sourcing or commercial model at this stage. Interested suppliers should email Maite.Keuller@dwrcymru.com to request the market engagement response form, which will be issued by email.

All questions are optional and responses should be high-level and proportionate. Each response is limited to 2,500 characters, including spaces. Completed response forms should be returned by 2 October 2026.

Due date

02 October 2026, 23:59PM

Has the engagement period already ended?

No