Collection & Recovery Services

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-h6vhtk-058c38-2026-02-02T08:32:03Z",
    "date": "2026-02-02T08:32:03Z",
    "ocid": "ocds-h6vhtk-058c38",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-PPON-PBJQ-2231-ZRPG",
            "name": "Southern Water Services Limited",
            "identifier": {
                "scheme": "GB-PPON",
                "id": "PBJQ-2231-ZRPG"
            },
            "address": {
                "streetAddress": "Southern Water, Southern House",
                "locality": "Worthing",
                "postalCode": "Bn13 3NX",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKJ27"
            },
            "contactPoint": {
                "name": "Tom Daniels",
                "email": "procurement.governance@southernwater.co.uk",
                "telephone": "07526 977201"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "url": "http://www.southernwater.co.uk",
                "classifications": [
                    {
                        "id": "privateUtility",
                        "scheme": "UK_CA_TYPE",
                        "description": "Private utility"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "id": "GB-PPON-PBJQ-2231-ZRPG",
        "name": "Southern Water Services Limited"
    },
    "planning": {
        "milestones": [
            {
                "id": "engagement",
                "type": "engagement",
                "description": "As part of this procurement, we will undertake a pre-tender engagement process to ensure the market is well-informed and aligned with our objectives. This process is designed to: Raise awareness of the upcoming procurement opportunity Share early insights into the scope, requirements, and strategic goals of the framework Invite feedback from suppliers to help shape the final specification and approach Encourage innovation and market readiness by outlining our expectations around flexibility, digital capability, and customer-centric recovery models Engagement activities may include: Market notice publication Supplier information sessions or webinars Request for Information (RFI) or Prior Information Notice (PIN) One-to-one discussions or soft market testing This process is compliant with the Procurement Act 2023 and aims to foster a competitive, transparent, and collaborative environment that supports the successful delivery of the new Collections & Recovery Framework.",
                "dueDate": "2025-09-15T23:59:59+01:00",
                "status": "scheduled"
            }
        ],
        "documents": [
            {
                "id": "050570-2025",
                "documentType": "marketEngagementNotice",
                "noticeType": "UK2",
                "description": "Preliminary market engagement notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/050570-2025",
                "datePublished": "2025-08-21T14:52:38+01:00",
                "format": "text/html"
            }
        ]
    },
    "tender": {
        "id": "Prj_7596",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "Collection & Recovery Services",
        "description": "We are seeking to establish a new Collections & Recovery Services Framework that supports a redesigned operating model. This framework will be flexible, scalable, and adaptable, enabling innovation and continuous improvement in line with evolving business needs. The procurement will be conducted in full compliance with the Procurement Act 2023, and aims to deliver: Cost efficiency and value for money Enhanced recovery outcomes Improved customer experience The new approach will modernise our debt recovery strategy by: Introducing early-stage digital collection solutions to reduce default rates Enabling proactive customer engagement earlier in the recovery journey Maximising return on investment (ROI) through smarter, data-driven interventions Suppliers will be expected to demonstrate capability in delivering effective, customer-centric recovery solutions that align with our strategic goals and regulatory obligations.",
        "items": [
            {
                "id": "1",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79100000",
                        "description": "Legal services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "1"
            },
            {
                "id": "2",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79100000",
                        "description": "Legal services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "2"
            },
            {
                "id": "3",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79100000",
                        "description": "Legal services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "3"
            },
            {
                "id": "4",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    },
                    {
                        "scheme": "CPV",
                        "id": "79100000",
                        "description": "Legal services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UK",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "4"
            }
        ],
        "mainProcurementCategory": "services",
        "specialRegime": [
            "utilities"
        ],
        "aboveThreshold": true,
        "techniques": {
            "hasFrameworkAgreement": true,
            "frameworkAgreement": {
                "isOpenFrameworkScheme": true,
                "method": "withoutReopeningCompetition",
                "type": "closed",
                "description": "Orders under the Framework Agreement will only be awarded where the Supplier continues to meet key conditions, including satisfactory performance against all contractual requirements and service levels, no adverse change in financial standing, ownership or operational capability, continued maintenance of required insurances, and compliance with any parent company guarantee or performance bond obligations. For Lot 1, Southern Water will award Orders on a 50/50 allocation split between the two appointed suppliers, subject to ongoing compliance with the above conditions. For Lots 2, 3 and 4, Orders will be placed via direct award to the sole appointed supplier for each Lot, provided these conditions continue to be met. Southern Water may choose not to award any Order if a Supplier breaches any of the required conditions.",
                "openFrameworkSchemeEndDate": "2034-11-28T23:59:59+00:00"
            }
        },
        "lots": [
            {
                "id": "1",
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2026-11-28T00:00:00+00:00",
                    "endDate": "2030-11-28T23:59:59+00:00",
                    "maxExtentDate": "2034-11-28T23:59:59+00:00"
                },
                "hasRenewal": true,
                "status": "active",
                "title": "Digital & Engagement Collections",
                "description": "SWS are seeking up to two suppliers for digital-first collections and engagement services, including automated communications, self-service portals, and data led segmentation for overdue accounts. This lot also covers traditional non-field DCA recovery for early-stage arrears. Other services include (but not limited to): performance reporting and MI dashboards, Champion/Challenger model for competitive performance, digital innovation and customer experience enhancements. Southern Water requires coverage primarily in the South-East region, with capability to trace and engage customers who may have relocated elsewhere in the UK.",
                "value": {
                    "amountGross": 40000000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Quality / Technical Ability",
                            "description": "Assessment of the supplier's technical capability, digital delivery model, customer engagement approach, vulnerability support, innovation, data integration, sustainability and mobilisation planning, as outlined in the ITT.",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "cost",
                            "name": "Price",
                            "description": "Evaluation of total modelled annual cost based on submitted pricing, including commission rates, digital servicing costs, implementation, reporting and any applicable pass-through items.",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "renewal": {
                    "description": "Southern Water may extend the Framework Agreement beyond the initial 4-year term by giving the Supplier at least three months' notice before the initial term ends. Any extension would be on the same contractual terms (or on amended terms if mutually agreed) for up to an additional 4 years in total. If Southern Water does not issue such notice, the Framework Agreement will automatically expire at the end of the initial term."
                }
            },
            {
                "id": "2",
                "title": "Trace, Recovery & Legacy Debt Management",
                "description": "SWS are seeking a supplier for specialist services to trace and recover overdue accounts, including field visits and management of legacy or exhausted debt portfolios. Other services include (but not limited to): address validation and trace accuracy, ethical field engagement and safeguarding, data sharing and scoring for uncollected accounts, sustainability measures (e.g., paperless communications, electric fleet). Southern Water requires coverage across the South-East region for field recovery, with national reach for tracing customers who have moved outside the area.",
                "status": "active",
                "value": {
                    "amountGross": 40000000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Quality",
                            "description": "Assessment of operational capability across field and trace services, compliance with regulatory requirements, safeguarding and vulnerability measures, innovation, sustainability, performance management, and mobilisation.",
                            "numbers": [
                                {
                                    "number": 55,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "cost",
                            "name": "Price",
                            "description": "Evaluation of total modelled annual cost based on submitted pricing, including trace and field visit rates, legacy debt handling, reporting and any associated service charges.",
                            "numbers": [
                                {
                                    "number": 45,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2026-11-28T00:00:00+00:00",
                    "endDate": "2030-11-28T23:59:59+00:00",
                    "maxExtentDate": "2034-11-28T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Southern Water may extend the Framework Agreement beyond the initial 4-year term by giving the Supplier at least three months' notice before the initial term ends. Any extension would be on the same contractual terms (or on amended terms if mutually agreed) for up to an additional 4 years in total. If Southern Water does not issue such notice, the Framework Agreement will automatically expire at the end of the initial term."
                }
            },
            {
                "id": "3",
                "title": "Litigation Management",
                "description": "SWS are seeking a supplier for end-to-end litigation services, including pre-litigation assessment, case preparation, issuing claims, managing court processes, and enforcement oversight. Other services include (but not limited to): compliance with civil procedure rules and FCA/Ofwat regulations, integration with Southern Water systems for case tracking, transparent cost management and proportionality in enforcement, specialist handling of sensitive cases. Southern Water requires coverage across the South-East region for core litigation activity, with ability to manage enforcement and court proceedings nationally where required.",
                "status": "active",
                "value": {
                    "amountGross": 40000000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Quality / Technical",
                            "description": "Assessment of end-to-end litigation capability, legal compliance, proportionality, risk and governance processes, reporting, customer vulnerability handling, enforcement oversight and mobilisation.",
                            "numbers": [
                                {
                                    "number": 70,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "cost",
                            "name": "Price",
                            "description": "Evaluation of total modelled annual cost based on submitted litigation stage pricing, including pre-legal work, claims issuance, judgment handling, enforcement oversight and associated reporting costs.",
                            "numbers": [
                                {
                                    "number": 30,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2026-11-28T00:00:00+00:00",
                    "endDate": "2030-11-28T23:59:59+00:00",
                    "maxExtentDate": "2034-11-28T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Southern Water may extend the Framework Agreement beyond the initial 4-year term by giving the Supplier at least three months' notice before the initial term ends. Any extension would be on the same contractual terms (or on amended terms if mutually agreed) for up to an additional 4 years in total. If Southern Water does not issue such notice, the Framework Agreement will automatically expire at the end of the initial term."
                }
            },
            {
                "id": "4",
                "title": "Probate & Deceased Account Management",
                "description": "SWS are seeking a supplier for sensitive management of deceased customer accounts, including probate verification, executor engagement, and estate settlement. Other services include (but not limited to): compliance with probate law and FCA standards, liaison with solicitors and estate representatives, digital documentation and reporting, partnerships with bereavement charities for social value. Southern Water requires coverage across primarily the South-East region, with flexibility to handle probate cases involving executors or estates located elsewhere in the UK.",
                "status": "active",
                "value": {
                    "amountGross": 40000000,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "quality",
                            "name": "Quality / Technical",
                            "description": "Assessment of probate handling capability, accuracy in deceased account verification, sensitivity and ethics in engagement, legal compliance, innovation, sustainability, reporting, and mobilisation.",
                            "numbers": [
                                {
                                    "number": 70,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "cost",
                            "name": "Price",
                            "description": "Evaluation of total modelled annual cost based on the supplier's pricing for probate case management, estate verification, executor liaison, reporting and any associated service elements.",
                            "numbers": [
                                {
                                    "number": 30,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2026-11-28T00:00:00+00:00",
                    "endDate": "2030-11-28T23:59:59+00:00",
                    "maxExtentDate": "2034-11-28T23:59:59+00:00"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "Southern Water may extend the Framework Agreement beyond the initial 4-year term by giving the Supplier at least three months' notice before the initial term ends. Any extension would be on the same contractual terms (or on amended terms if mutually agreed) for up to an additional 4 years in total. If Southern Water does not issue such notice, the Framework Agreement will automatically expire at the end of the initial term."
                }
            }
        ],
        "communication": {
            "futureNoticeDate": "2025-11-17T23:59:59+00:00"
        },
        "status": "active",
        "value": {
            "amountGross": 40000000,
            "currency": "GBP"
        },
        "procurementMethod": "open",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "Southern Water will run a Competitive Flexible Procedure that begins with an initial PQQ shortlisting, followed by the ITT stage where technical and commercial submissions are evaluated. Multiple tendering rounds may be used, including clarification stages, presentations, and a commercial re-submission (BAFO). Throughout the process, SWS may negotiate with bidders to refine proposals, clarify delivery approaches, and adjust or further define the award criteria where permitted under the Procurement Act 2023. Each round will be used to progressively test capability, improve value for money, and differentiate suppliers, leading to final moderated scoring and selection of the highest-ranked bidder(s) for each Lot."
        },
        "submissionMethodDetails": "The procurement documents are available for unrestricted and full direct access, free of charge, at https://southernwater.bravosolution.co.uk/ Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted electronically via https://southernwater.bravosolution.co.uk Tenders or requests to participate must be submitted to the above-mentioned address If you are interested in bidding for this tender, please be aware that you will need to have registered on the central digital platform before you will be able to bid. This will require you to complete some information and then you will be provided with a unique identifier. For more information on how to register, please follow the below link: how to register on the CDP",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "tenderPeriod": {
            "endDate": "2026-03-04T16:00:00+00:00"
        },
        "enquiryPeriod": {
            "endDate": "2026-02-13T16:00:00+00:00"
        },
        "awardPeriod": {
            "endDate": "2026-03-27T23:59:59+00:00"
        },
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "future",
                "documentType": "biddingDocuments",
                "accessDetails": "All procurement documents, including the PQQ, ITT, Specifications, Framework Agreement, Schedules and supporting materials, will be made available electronically via Southern Water's e-sourcing portal (Bravo / Jaggaer). Suppliers must register on the portal to access the documentation, submit clarification questions, and upload their completed responses. All communications and submissions will be handled exclusively through the e-sourcing system, with no hard-copy documents issued or accepted."
            },
            {
                "id": "008722-2026",
                "documentType": "tenderNotice",
                "noticeType": "UK4",
                "description": "Tender notice on Find a Tender",
                "url": "https://www.find-tender.service.gov.uk/Notice/008722-2026",
                "datePublished": "2026-02-02T08:32:03Z",
                "format": "text/html"
            }
        ]
    },
    "language": "en"
}