--- title: "NW3089 - Provision of Debt Collection Services" ocid: "ocds-h6vhtk-06ac3e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ac3e" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ac3e.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06ac3e.json" source: "Find A Tender Service" current_stage: "Tender" buyer: "NORTHUMBRIAN WATER LIMITED" published: "2026-06-03" --- # NW3089 - Provision of Debt Collection Services Buyer: NORTHUMBRIAN WATER LIMITED Current stage: Tender OCID: ocds-h6vhtk-06ac3e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ac3e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06ac3e.json) ## Summary Northumbrian Water Limited is seeking to engage suppliers through a selective competitive process for the provision of debt collection services under the tender titled "NW3089 - Provision of Debt Collection Services". The procurement, currently in the Tender stage as of June 2026, will establish a framework agreement with two vendors per each of the four lots, covering different facets of debt collection across various UK regions, including North East England and East England. Key dates for submissions include an expression of interest deadline on 29th June 2026, with contracts anticipated to begin on 1st February 2027 and potentially extendable until 2036. This procurement presents significant opportunities for businesses specialising in collection agency services, particularly those with expertise in utility debt recovery, as it offers an initial three-year contract, with potential extensions based on performance. The competitive flexible procedure rewards not just price but also quality, with 40% weighting given to commission levels and 60% to quality criteria. Interested vendors must comply with stringent requirements, including FCA authorisation and adherence to GDPR standards, making it particularly suited for well-structured back-office organisations capable of supporting Northumbrian Water's debt recovery needs. The services required are comprehensive, providing scope for both large firms and SMEs capable of meeting these robust demands. ## Notice 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. ### Lot Information Post-litigation - County Court Judgment Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 6,000 Post-litigation - County Court Judgement Renewal: If SLA's are maintained and vendor performance sufficient then extensions will be offered Closed Account (Prime) - forwarding address provided Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 13,500 Closed Account (Prime) - forwarding address provided Renewal: If SLA's are maintained and vendor performance sufficient then extensions will be offered Trace and Collect, 1st placement Batches would be issued throughout the year to the successful vendors, with approximate yearly numbers being 9,000 Trace and Collect, 1st placement Renewal: If SLA's are maintained and vendor performance sufficient then extensions will be offered Trace and Collect, 2nd placement 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) Renewal: If SLA's are maintained and vendor performance sufficient then extensions will be offered ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/052266-2026 | | Notice type | UK4 - Tender Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Selective | | Procurement method details | Competitive flexible procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 3 Jun 2026 | | Submission deadline | 29 Jun 2026 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 Feb 2027 - 31 Jan 2030 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £2,165,565 | | Lots value | £2,168,564 | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Active | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORTHUMBRIAN WATER LIMITED | | Locality | PITY ME | | Post town | Durham | | Postcode | DH1 5FJ | | Country | England | | ITL 1 | TLC North East (England) | | ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear | | ITL 3 | TLC41 Durham | | Local authority | County Durham | | Electoral ward | Framwellgate and Newton Hall | | Westminster constituency | City of Durham | | Delivery location | TLC North East (England), TLE2 North Yorkshire, TLH14 Suffolk CC, TLH3 Essex | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79940000 - Collection agency services ## Release History - 3 Jun 2026 at 10:51 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/052266-2026 ## Documents - https://www.find-tender.service.gov.uk/Notice/052266-2026 3rd June 2026 - Tender notice on Find a Tender - https://www.find-tender.service.gov.uk/Notice/Attachment/A-17049 ## Notice URLs - https://s1.ariba.com - https://www.legislation.gov.uk/ukpga/2023/54/contents ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06ac3e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06ac3e.json.