Debt Collection

Procurement reference

PRO004741

Procurement description

The Scope of this proposed service will be for supply of Specialist Debt Collection Agency and Business Process Outsourcing (BPO) providers to deliver standard Live 1st and 2nd, Doorstep visits, specialist vulnerable customer, Final accounts, Trace & Collect, low value placement & Probate/Deceased. DCAs play a key part in reducing the debt currently held by United Utilities. The scope of this tender covers household (Domestic) debt only. The objective for all Suppliers to undertake Debt Collection activities and secure payment of money owed by debtors, in-line with Fair Pay Guidelines. United Utilities will provide Customer Data containing the details of the Debts to the Supplier who will work through the agreed processes to collect the Debts and remit the collected funds back to United Utilities including any additional information obtained whilst securing payment. All Suppliers must adhere to all applicable industry standards and Good Industry Practice and be able to ensure compliance and how failures are managed and resolved.

Main category

Services

Delivery regions

• UKD - North West (England)

Total value (estimated, excluding VAT)

43554266.80 GBP to 43554264GBP

Contract dates (estimated)

01 October 2027, 01:00AM to 30 September 2030, 23:59PM

Extension end date (if all the extensions are used): 30 September 2035

Is a framework being established?

Yes

United Utilities Water Limited

Procedure type

Competitive flexible procedure

Is this procurement under a special regime?

Utilities

Is the total value above threshold?

Above threshold

Percentage fee charged to suppliers

0%

Award method when using the framework

With reopening competition

Contracting authorities that may use the framework

Establishing party only

Framework operation description

Commercial - 50% Technical 50%

Description

Live, vulnerable & leaver FA The scope of this service will be for the supply of live, vulnerable and leaver FA services Activities: - Live debt 1st placement -Live debt 2nd placement -Leaver FA debt 1st placement -Leaver FA debt 2nd placement -Live debt early collection -Vulnerable Customer

CPV classifications

• 79940000 - Collection agency services

Lot value (estimated)

14160648 GBP Excluding VAT

16992778 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Contract start date (estimated)

01 October 2027, 01:00AM

Contract end date (estimated)

30 September 2030, 23:59PM

Extension end date (estimated)

30 September 2035, 23:59PM

Can the contract be extended?

Yes

Description of extensions

An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Award criteria

Description

BPO Outbound service The scope of this service will be to Provide a White Label service to UU. The supplier should provide UU with expert outbound dialling collection activities.

CPV classifications

• 79940000 - Collection agency services

Lot value (estimated)

5481359 GBP Excluding VAT

6577631 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Contract start date (estimated)

01 October 2027, 01:00AM

Contract end date (estimated)

30 September 2030, 23:59PM

Extension end date (estimated)

30 September 2035, 23:59PM

Can the contract be extended?

Yes

Description of extensions

An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Award criteria

Description

Trace & collection final debt The scope of this service will be for the supply of Trace and collection final debt services Activities: -Leaver debt NFA 1st placement -Leaver debt NFA 2nd placement -Leaver debt NFA 3rd placement -Low value leaver

CPV classifications

• 79940000 - Collection agency services

Lot value (estimated)

2959324 GBP Excluding VAT

3551189 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Contract start date (estimated)

01 October 2027, 01:00AM

Contract end date (estimated)

30 September 2030, 23:59PM

Extension end date (estimated)

30 September 2035, 23:59PM

Can the contract be extended?

Yes

Description of extensions

An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Award criteria

Description

Tertiary & Reconnect The scope of this service will be for the supply of Tertiary and reconnect services -Live debt 3rd placement (Tertiary doorstep visits) -Live debt for affordability reconnect visits

CPV classifications

• 79940000 - Collection agency services

Delivery regions

• UKD - North West (England)

Lot value (estimated)

20553617 GBP Excluding VAT

24664341 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Contract start date (estimated)

01 October 2027, 01:00AM

Contract end date (estimated)

30 September 2030, 23:59PM

Extension end date (estimated)

30 September 2035, 23:59PM

Can the contract be extended?

Yes

Description of extensions

An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Award criteria

Description

Probate services/Deceased The scope of this service will be for the supply of probate services/deceased -Specialist probate recovery services

CPV classifications

• 79940000 - Collection agency services

Lot value (estimated)

399316 GBP Excluding VAT

479179 GBP Including VAT

Sustainability

Small and medium-sized enterprises (SME)

Contract start date (estimated)

01 October 2027, 01:00AM

Contract end date (estimated)

30 September 2030, 23:59PM

Extension end date (estimated)

30 September 2035, 23:59PM

Can the contract be extended?

Yes

Description of extensions

An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Award criteria

Tender submission deadline

29 December 2026, 16:00PM

Enquiry deadline

02 October 2026, 00:00AM

Date of award of contract

31 May 2027, 23:59PM

Submission address and any special instructions

https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=108852&TID100113908&B=

May tenders be submitted electronically?

Yes

Languages that may be used for submission

• English