NW3089 - Provision of Debt Collection Services

{
    "tag": [
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    ],
    "id": "ocds-h6vhtk-06ac3e-2026-06-03T11:51:02+01:00",
    "date": "2026-06-03T11:51:02+01:00",
    "ocid": "ocds-h6vhtk-06ac3e",
    "initiationType": "tender",
    "parties": [
        {
            "id": "GB-COH-02366703",
            "name": "NORTHUMBRIAN WATER LIMITED",
            "identifier": {
                "scheme": "GB-COH",
                "id": "02366703"
            },
            "additionalIdentifiers": [
                {
                    "scheme": "GB-PPON",
                    "id": "PRLG-5541-VHHG"
                }
            ],
            "address": {
                "streetAddress": "Northumbria House",
                "locality": "Pity Me",
                "postalCode": "DH1 5FJ",
                "country": "GB",
                "countryName": "United Kingdom",
                "region": "UKC14"
            },
            "contactPoint": {
                "name": "Michael Gibson",
                "email": "michael.gibson@nwl.co.uk"
            },
            "roles": [
                "buyer"
            ],
            "details": {
                "classifications": [
                    {
                        "id": "privateUtility",
                        "scheme": "UK_CA_TYPE",
                        "description": "Private utility"
                    }
                ]
            }
        }
    ],
    "buyer": {
        "id": "GB-COH-02366703",
        "name": "NORTHUMBRIAN WATER LIMITED"
    },
    "tender": {
        "id": "NW3089 (A) (B) (C) (D)",
        "legalBasis": {
            "id": "2023/54",
            "scheme": "UKPGA",
            "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
        },
        "title": "NW3089 - Provision of Debt Collection Services",
        "description": "Our intention is to outsource annually, from 2027, on a commission basis, circa PS10 million (per annum) of unrecovered closed account water debt where a collect, or trace and collect solution is required. In addition to this we intend to outsource circa PS4.5 million (per annum) of Post-Litigated (with County Court Judgement) water debt. Similar projections are foreseen for the duration of the agreement. We are offering an initial 3 year contract (1st February 2027 - 31st January 2030) with the possibility of two further extensions of 3 years each. There will be 4 different lots, and we wish to have a framework agreement with two vendors added to each lot. The lots will be: NW3089A - Post-litigation - County Court Judgment NW3089B - Closed Account (Prime) - forwarding address provided NW3089C - Trace and Collect, 1st placement NW3089D - Trace and Collect, 2nd placement We would invite parties to bid for all or part of this work. Framework contract specifics Batches would be issued throughout the year to the successful processor(s), with approximate yearly numbers being 6,000 Post-litigation - County Court Judgement 13,500 Closed Account (Prime) - forwarding address provided 9,000 Trace and Collect, 1st placement 22,000 Trace and Collect, 2nd placement (including 2nd placement Prime as T&C) It is proposed the accounts will commence being released to the processor in early 2027. Potential bidders will be required to comply with our standard Service Level Agreement, Data Processing agreement and to submit their Data Journey (examples on request) in order to show satisfaction of the General Data Protection Regulation (GDPR) 2018 We intend to appoint 2 x DCAs per debt segment; with cases initially split on a 50/50 basis with the option to place a larger or smaller proportion based on performance as the contract progresses. Interested parties (known as the Processor) must demonstrate: * FCA Authorisation * Background of dealing with utility debt on a bulk basis * Knowledge of the Water Industry and Ofwat Paying Fair Guidelines * Willingness to submit references and current success rates regarding existing bulk customers * Meet the requirements of Northumbrian Water's Risk Register * The ability to produce an accurate recording of success rate on demand with clear analysis and breakdown of payments in full, arrangements, and return rates to the client * A proactive approach with the client to reach successful resolution, quickly identifying trends through frequent analysis and offering improvements * Ability to provide any data of added value including new occupancy data to the client within 5 working days of identification * Ability to comply with our purchasing policies (details upon request) Interested parties should also be able to demonstrate: * A back-office organisation able to support our customers with instalment payment facilities and facilitate the maintenance of payment arrangements with varying payment methods * You must as a minimum offer the following payment methods: o Direct debit and/or Continuous payment authority o Online o Card Payment (via phone) o Other options such as Standing Order, Bank Transfer, Paypoint and Post office would be appreciated o Note all card payments must be Payment Card Industry (PCI) compliant * A wide range of opening hours and support of suitably trained agents to resolve customer and client enquiries. * An appropriate vulnerability policy with particular reference to customer mental health issues and identification of financial struggles * Ability to offer bespoke support services to and identify customers that would benefit from being on our Priority Services Register such as: Mental health Dementia Literacy Problems / Learning Disability Unable to communicate in English Developmental Condition Supported Living Blind Partially Sighted Chronic/Serious illness Elderly Medical Dependency We would not knowingly outsource customers in the above categories, but should they be identified we would expect them to receive bespoke services * Adherence to the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 * Ability to recognise and report on trends and changes to the rate of return on a frequent basis. * Client visibility of day-to-day working activity and communication between client and processor, relaying up to date customer contact, information, and activity in real time. * As part of onboarding a visit to the operational site dealing with the work will be required plus ongoing auditing visits. Vendors will be expected to support this requirement. * A clear and timely invoicing strategy and incoming payments on a weekly/monthly basis.",
        "status": "active",
        "items": [
            {
                "id": "NW3089 (A)",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKC",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKE2",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH14",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH3",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "NW3089 (A)"
            },
            {
                "id": "NW3089 (B)",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKC",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKE2",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH14",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH3",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "NW3089 (B)"
            },
            {
                "id": "NW3089 (C)",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKC",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKE2",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH14",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH3",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "NW3089 (C)"
            },
            {
                "id": "NW3089 (D)",
                "additionalClassifications": [
                    {
                        "scheme": "CPV",
                        "id": "79940000",
                        "description": "Collection agency services"
                    }
                ],
                "deliveryAddresses": [
                    {
                        "region": "UKC",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKE2",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH14",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    },
                    {
                        "region": "UKH3",
                        "country": "GB",
                        "countryName": "United Kingdom"
                    }
                ],
                "relatedLot": "NW3089 (D)"
            }
        ],
        "value": {
            "amountGross": 2598678,
            "amount": 2165565,
            "currency": "GBP"
        },
        "procurementMethod": "selective",
        "procurementMethodDetails": "Competitive flexible procedure",
        "procedure": {
            "features": "Issue advert to find a tender - 3rd June 2026 Conditions of Participation Opens - 4th June 2026 Advert Closed to the Market - 29th June 2026 Conditions of Participation Closes - 6th July 2026 Request for Proposal Opens - 31st July 2026 Request for proposal Closes - 1st September 2026 Supplier Interviews - 22/23 September 2026 Best and Final Offer Opens - 28th September 2026 Best and Final Offer Closes - 5th October 2026 Assessment Summary and Contract Award notice issued- 23rd October 2026 Standstill observed until - 3rd November 2026 Contract Award to successful supplier(s) - 4th November 2026 Contracts issued and signed November 2026 Framework starts 1st February 2027"
        },
        "mainProcurementCategory": "services",
        "specialRegime": [
            "utilities"
        ],
        "aboveThreshold": true,
        "techniques": {
            "hasFrameworkAgreement": true,
            "frameworkAgreement": {
                "method": "withoutReopeningCompetition",
                "type": "closed",
                "description": "There will be a pricing schedule released and this will be based upon commission rates only (the lower the rate the higher the score). Price will be 40% of the overall score and Quality will be 60% of the overall score. There will be 2 vendors added to each lot to create the framework for each lot. We intend to appoint 2 x debt collection agencies per lot with cases initially split on a 50/50 basis with the option to place a larger or smaller proportion based on performance as the contract progresses."
            }
        },
        "submissionMethodDetails": "Applicants are asked to note that this procurement process will be conduced electronically with all documents and communication being managed through the Northumbrian Water e-Sourcing Spend Management portal called 'Ariba' (https://s1.ariba.com). (https://s1.ariba.com).) Expressions of interest from this notice must be sent to the e-mail address michael.gibson@nwl.co.uk before the deadline date of the 29 June 2026 at 23:59hrs. Once expression of interest has been received that contains the details below, applicants will be given access to the Ariba portal within 48 hours from request. This portal will contain all the tender documents associated with this procurement that are available at the time. An email link will also be provided to the email address you provide to access the portal. The deadline for return of the completed Condition of Participation is the 6th July 2026 at 12:00. When sending expression of interest, applicants must provide the following information: 1)Full company name 2) Main contact details of the person who will be given access to the Ariba portal - Name, job title, E mail address and telephone number.",
        "submissionTerms": {
            "electronicSubmissionPolicy": "allowed",
            "languages": [
                "en"
            ]
        },
        "expressionOfInterestDeadline": "2026-06-29T23:59:00+01:00",
        "enquiryPeriod": {
            "endDate": "2026-06-29T23:59:00+01:00"
        },
        "awardPeriod": {
            "endDate": "2026-10-23T23:59:59+01:00"
        },
        "lots": [
            {
                "id": "NW3089 (A)",
                "title": "Post-litigation - County Court Judgment",
                "description": "Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 6,000 Post-litigation - County Court Judgement",
                "status": "active",
                "value": {
                    "amountGross": 650048,
                    "amount": 541707,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "price",
                            "name": "Price (commission level)",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
                                }
                            ]
                        },
                        {
                            "type": "quality",
                            "name": "Quality",
                            "description": "A raft of quality questions will be asked and scored accordingly",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
                                }
                            ]
                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
                        {
                            "description": "A maximum of 6 vendors per lot will progress from COP to RFP",
                            "forReduction": true
                        }
                    ]
                },
                "suitability": {
                    "sme": true
                },
                "contractPeriod": {
                    "startDate": "2027-02-01T00:00:00Z",
                    "endDate": "2030-01-31T23:59:59Z",
                    "maxExtentDate": "2036-01-31T23:59:59Z"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "If SLA's are maintained and vendor performance sufficient then extensions will be offered"
                }
            },
            {
                "id": "NW3089 (B)",
                "title": "Closed Account (Prime) - forwarding address provided",
                "description": "Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 13,500 Closed Account (Prime) - forwarding address provided",
                "status": "active",
                "value": {
                    "amountGross": 376029,
                    "amount": 313358,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
                        {
                            "type": "price",
                            "name": "Price (commission level)",
                            "numbers": [
                                {
                                    "number": 40,
                                    "weight": "percentageExact"
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                        {
                            "type": "quality",
                            "name": "Quality",
                            "description": "A raft of quality questions will be asked and scored accordingly",
                            "numbers": [
                                {
                                    "number": 60,
                                    "weight": "percentageExact"
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                        }
                    ]
                },
                "selectionCriteria": {
                    "criteria": [
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                            "description": "A maximum of 6 vendors per lot will progress from COP to RFP",
                            "forReduction": true
                        }
                    ]
                },
                "suitability": {
                    "sme": true
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                "contractPeriod": {
                    "startDate": "2027-02-01T00:00:00Z",
                    "endDate": "2030-01-31T23:59:59Z",
                    "maxExtentDate": "2036-01-31T23:59:59Z"
                },
                "hasRenewal": true,
                "renewal": {
                    "description": "If SLA's are maintained and vendor performance sufficient then extensions will be offered"
                }
            },
            {
                "id": "NW3089 (C)",
                "title": "Trace and Collect, 1st placement",
                "description": "Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 9,000 Trace and Collect, 1st placement",
                "status": "active",
                "value": {
                    "amountGross": 377702,
                    "amount": 306418,
                    "currency": "GBP"
                },
                "awardCriteria": {
                    "criteria": [
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                            "type": "price",
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                                    "weight": "percentageExact"
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                            "type": "quality",
                            "name": "Quality",
                            "description": "A raft of quality questions will be asked and scored accordingly",
                            "numbers": [
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                            "forReduction": true
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                },
                "hasRenewal": true,
                "renewal": {
                    "description": "If SLA's are maintained and vendor performance sufficient then extensions will be offered"
                }
            },
            {
                "id": "NW3089 (D)",
                "title": "Trace and Collect, 2nd placement",
                "description": "Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 22,000 Trace and Collect, 2nd placement (including 2nd placement Prime as T&C)",
                "status": "active",
                "value": {
                    "amountGross": 1208497,
                    "amount": 1007081,
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                                    "weight": "percentageExact"
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                "hasRenewal": true,
                "renewal": {
                    "description": "If SLA's are maintained and vendor performance sufficient then extensions will be offered"
                }
            }
        ],
        "lotDetails": {
            "awardCriteriaDetails": "Vendors can apply for all lots or specific lots only"
        },
        "documents": [
            {
                "id": "conflictOfInterest",
                "documentType": "conflictOfInterest",
                "description": "Not published"
            },
            {
                "id": "A-17049",
                "documentType": "biddingDocuments",
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                "id": "052266-2026",
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                "description": "Tender notice on Find a Tender",
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