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Debt Collection Services

ANGLIAN WATER SERVICES LIMITED

This public procurement record has 1 release in its history.

Tender

31 Jul 2026 at 11:06

UK4 - Tender Notice
Summary of the contracting process

Anglian Water Services Limited is procuring debt collection agency services for household and related residential water debt across the United Kingdom. The requirement covers live and vacated accounts, including debts involving non-household landlords or developers responsible for water charges. Six service areas are included: standard first- and second-placement collections; collections for financially vulnerable customers; third-placement recovery; court-account collections; standard trace-and-collect for customers with no forwarding address; and court trace-and-collect. Services include customer tracing, digital engagement, settlement arrangements, affordability referrals, Priority Services Register identification, vulnerability support, deceased-account identification and bankruptcy notifications. Suppliers will exchange account data with Anglian Water, provide payment and account reporting, support recurring card payments and undertake field visits where required. The work is classified as collection agency services and is delivered across the UK.

The procurement has reached tender: Anglian Water invited offers through an open competitive flexible procedure. Its stages include pre-qualification, requests for information, risk engagement, written proposals, commercial meetings and negotiation, best and final offers, award and standstill. Questions were due by 26 August 2026 at 22:00 UTC, and expressions of interest by 3 September 2026 at 22:00 UTC. The planned award date is 31 March 2027. Each of the six lots has an estimated value of £13.5 million excluding VAT and £16 million including VAT; figures are stated separately for each lot. Contracts are scheduled from 29 July 2027 to 28 July 2031, with extensions permitted up to 28 July 2035. The framework may reopen competition. Evaluation is 100% qualitative, with pricing assessed separately using a red-amber-green commercial methodology.

This opportunity suits established debt collection agencies able to manage residential water debt at scale across several placement stages. Relevant capability includes early digital collections, customer tracing, court-debt recovery, settlement negotiation and effective handling of live, vacated and gone-away accounts. Suppliers should be able to identify affordability and vulnerability needs, make appropriate referrals, support Priority Services Register outcomes and provide sensitive customer care. Lot 3 requires mandatory doorstep collection, with suitable field-visit resources, health and safety controls and a detailed field collection strategy; field visits are optional for certain debts in Lots 1 and 2. All suppliers must exchange account files, report weekly payments and updates, support recurring card payments, and accept ongoing performance monitoring, audits, benchmarking and contractual KPI measurement. Experience supporting vulnerable customers and regulatory compliance is particularly relevant.

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Notice Information

Notice Title

Debt Collection Services

Notice Description

Debt Collection Services - Scope of Requirements Summary Anglian Water is seeking to appoint multiple Debt Collection Agencies (DCAs) under a framework of up to eight years to recover household and related residential debt. The framework is based on a commission-led model, supplemented by fixed-price value-add services such as affordability referrals, customer vulnerability support, tracing, deceased account identification and bankruptcy notifications. Suppliers will be expected to deliver strong collection performance while maintaining excellent customer service and supporting vulnerable customers. The procurement is divided into six lots, reflecting different debt types, customer circumstances and collection approaches. All accounts relate to household (residential) properties and primarily domestic customers, however billing may include non-household landlords or developers where responsible for water charges. No guarantee of work volumes is provided. Key Service Requirements Successful suppliers will be required to: Operate on a commission-based debt collection model. Provide pricing for mandatory value-add services. Deliver customer-focused collections aligned to affordability and vulnerability support. Support Priority Services Register (PSR) identification and referrals. Provide trace, collect and settlement services where applicable. Exchange outbound and inbound account data files with Anglian Water. Provide weekly payment reporting and account updates. Support recurring card payment arrangements. Comply with applicable health and safety requirements where field visits are undertaken. Participate in ongoing performance monitoring, audits and benchmarking against other suppliers. Lot 1 - 1st & 2nd Standard Collect Placements Covers first and second placement collection activity for standard live and vacated debts where a forwarding address is known. Accounts are segmented by debt value above and below PS150. Suppliers must provide collection strategies, including an initial digital engagement approach. Field visits are optional for debts of PS150 or more. A maximum of two active suppliers within each placement segment plus reserve suppliers will be appointed. Please see the Bidder Guidance Document for further detail. Lot 2 - 1st & 2nd Placement Financially Vulnerable Customers Covers first and second placement debt collection for customers identified as financially vulnerable through propensity-to-pay and vulnerability indicators. Includes both live and vacated debts split by debt value. Suppliers must demonstrate approaches tailored to vulnerable customers, affordability support and customer care. Field visits are optional for debts of PS150 or more. Up to 3 suppliers may be appointed depending on placement type plus reserve suppliers . Please see the Bidder Guidance Document for further detail. Lot 3 - 3rd Placement Collection Covers third-placement live and vacated debts where earlier collection efforts have been unsuccessful. This lot requires a mandatory field-visit (doorstep collection) service and therefore carries enhanced health and safety requirements. Suppliers must provide a detailed field collection strategy and are expected to visit all accounts where practical. Up to 2 suppliers will be appointed within each placement plus a reserve supplier. Please see the Bidder Guidance Document for further detail. Lot 4 - 1st & 2nd Court Account Placements Covers residential accounts where Anglian Water already holds a court judgment and may have undertaken enforcement activity. Suppliers are expected to undertake collection activity through a tailored court-debt strategy, supported by early digital engagement and settlement options where appropriate. Up to 2 active suppliers will be appointed for each placement segment plus reserve suppliers. Please see the Bidder Guidance Document for further detail. Lot 5 - Standard Trace & Collect Placements Covers first, second and third placement debts where the customer has vacated the property and no forwarding address is known. Suppliers are responsible for tracing the customer and subsequently undertaking collection activity. Settlement options are permitted within agreed parameters. Up to 2 suppliers will be appointed by placement segment plus reserve suppliers. Please see the Bidder Guidance Document for further detail. Lot 6 - Court Trace & Collect Placements Covers gone-away customers without a forwarding address where Anglian Water also holds a court judgment. Suppliers must undertake both tracing and collection activity for court-related debts. Settlement arrangements may be agreed within specified limits. Up to 2 active suppliers will be appointed by placement segment plus reserve suppliers. Please see the Bidder Guidance Document for further detail. Additional Requirements Across All Lots Accounts may be allocated across multiple placement stages, but the same agency will not normally work the same account twice. Suppliers are expected to maximise collections while maintaining customer care and regulatory compliance. Affordability referrals, PSR identification, vacation date updates, deceased customer identification and bankruptcy notifications form part of the expected value-add services. Performance will be monitored through collection rates, payment arrangements, penetration rates, audits and contractual KPIs. Field visit activity is mandatory for Lot 3, optional in Lots 1 and 2, and subject to health and safety approval. Overall objective: to establish a competitive multi-supplier framework that improves debt recovery performance, supports vulnerable customers, drives affordability outcomes and delivers value for money while maintaining a strong customer-focused approach. Please see the Bidder Guidance Document for further detail.

Lot Information

LOT 1 - 1st & 2nd Standard Collect placements

1st & 2nd Standard Collect placements Collection of standard residential debt for live and vacated customers where a forwarding address is known. Covers first and second placement accounts, with optional field visit activity for debts >=PS150. Focus on early-stage collections, digital engagement and debt segmentation. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

LOT 2 - 1st & 2nd Collection Placement for Financially Vulnerable Customers

LOT 2 - 1st & 2nd Collection Placement for Financially Vulnerable Customers Collection of debt from financially vulnerable customers across first and second placements. Includes live and vacated accounts and requires a tailored approach focused on affordability support, customer vulnerability and positive customer outcomes. Optional field visit activity may be offered for debts >=PS150. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

LOT 3 - 3rd Collection Placement

LOT 3 - 3rd Collection Placement Third-placement debt collection for live and vacated customers where previous collection activity has been unsuccessful. Mandatory field visit capability is required, supported by specialist doorstep collection strategies and associated health and safety requirements. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

LOT 4 - 1st & 2nd Collect Court Account Placements

LOT 4 - 1st & 2nd Collect Court Account Placements Collection of residential debt where Anglian Water has obtained a court judgment and may have completed enforcement activity. Requires specialist court debt recovery and customer engagement strategies. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

LOT 5 - 1st, 2nd & 3rd Trace & Collect Standard Placements

LOT 5 - 1st, 2nd & 3rd Trace & Collect Standard Placements Trace and collect services for gone-away customers where no forwarding address is held. Suppliers are required to locate customers and undertake debt recovery activity across first, second and third placements. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

LOT 6 - 1st, 2nd & 3rd Trace & Collect Court Placements

LOT 6 - 1st, 2nd & 3rd Trace & Collect Court Placements Trace and collect services for gone-away customers subject to a court judgment. Combines customer tracing with specialist recovery of court-related debt across first, second and third placements. Please see the Bidder Guidance Document for further detail.

Renewal: As detailed in the Request for Proposal 6 This Agreement shall commence on [29th July 2027] ("Effective Date") and shall continue in force for a period of [4] years ("Initial Term") unless terminated by either party in accordance with the terms of this Agreement 7 Notwithstanding clause 4 of this Agreement, but subject to termination provisions set out herein, and subject to the satisfactory performance of the Supplier, Anglian Water may elect at its sole discretion to extend this Agreement in whole or in part by [4] further periods of one year each or for any alternative periods and not expiring later than [8] years from the Effective Date.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06d889
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/072600-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Competitive flexible procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79940000 - Collection agency services

Notice Value(s)

Tender Value
£13,500,000 £10M-£100M
Lots Value
£13,500,000 £10M-£100M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
31 Jul 20262 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
29 Jul 2027 - 29 Jul 2031 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
ANGLIAN WATER SERVICES LIMITED
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
PETERBOROUGH
Postcode
PE3 6WT
Postcode Area
Peterborough
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH4 Cambridgeshire and Peterborough
Small Region (ITL 3)
TLH41 Peterborough
Delivery Location
Not specified
Local Authority
Peterborough
Electoral Ward
West
Westminster Constituency
Peterborough

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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