Tender

Ask AI about this notice

Summarise, research or assess it with AI

View Markdown

Share this notice

Send this contract to a colleague

Debt Collection

United Utilities Water Limited

This public procurement record has 2 releases in its history.

TenderUpdate

11 Sep 2026 at 10:24

UK4 - Tender Notice
Tender

09 Sep 2026 at 12:03

UK4 - Tender Notice
Summary of the contracting process

United Utilities Water Limited is procuring household debt collection and business process outsourcing services to recover money owed by domestic customers and return collected funds to the utility. The requirement covers specialist collection agencies and BPO providers delivering live first- and second-placement collections, early collection, vulnerable-customer support, leaver and final-account debt, trace and collect work, low-value placements, doorstep visits, affordability and reconnection visits, and probate recovery for deceased customers. It is divided into five service areas: live, vulnerable and leaver debt; outbound white-label BPO collections; trace and final-debt collection; tertiary and reconnection services; and probate services. Suppliers will receive customer debt data, follow agreed processes and provide information gathered during collection. United Utilities is based at Lingley Mere Business Park, Warrington.

The procurement has reached tender: United Utilities invited offers through an open competitive flexible procedure for a utilities framework agreement, with contracts awarded through reopened competition. Enquiries had to be submitted by 1 October 2026 at 23:00, and offers by 29 December 2026 at 16:00. The stated award decision date is 31 May 2027 at 23:59. Each lot is expected to run from 1 October 2027 to 30 September 2030, with extensions available to 30 September 2035. The total estimated value is £43,554,266.80 excluding VAT, or £52,265,120.16 including VAT. Lot values excluding VAT are £14,160,648, £5,481,359, £2,959,324, £20,553,617 and £399,316 respectively. Technical quality and commercial price each carry 50% of the evaluation weighting.

This opportunity suits specialist debt collection agencies, tracing and recovery firms, probate recovery providers, and BPO operators with the systems and staffing to handle domestic utility debt at scale. Relevant capabilities include first-, second- and third-placement collections, outbound dialling, doorstep activity, affordability and reconnection visits, vulnerable-customer handling, leaver and final-account work, low-value debt, tracing, and deceased-customer or probate recovery. Suppliers need to process customer data securely, collect and remit payments, return useful information obtained during recovery, and operate within Fair Pay Guidelines, applicable industry standards and good industry practice. They must demonstrate how compliance will be maintained and how service failures will be identified, managed and resolved. All five lots are identified as suitable for small and medium-sized enterprises.

How relevant is this notice?

Notice Information

Notice Title

Debt Collection

Notice 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.

Lot Information

Lot 1 - Live, vulnerable & leaver FA

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

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

Lot 2 - BPO Outbound service (1)

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.

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

Lot 3 - Trace & collection final debt (1)

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

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

Lot 4 - Tertiary & Reconnect (1)

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

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

Lot 5 - Probate services/deceased (1)

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

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

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06f584
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/086252-2026
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
SME
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
£43,554,266 £10M-£100M
Lots Value
£43,554,264 £10M-£100M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
11 Sep 20265 days ago
Submission Deadline
29 Dec 20264 months to go
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Oct 2027 - 30 Sep 2030 3-4 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
United Utilities Water 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
WARRINGTON
Postcode
WA5 3LP
Postcode Area
Warrington
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD6 Cheshire
Small Region (ITL 3)
TLD61 Warrington
Delivery Location
TLD North West (England)
Local Authority
Warrington
Electoral Ward
Great Sankey North and Whittle Hall
Westminster Constituency
Warrington South

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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.

Loading OCDS record...