Section one: Contracting entity
one.1) Name and addresses
Thames Water Utilities Limited
Head Office, Clearwater Court, Vastern Road
Reading
RG1 8DB
Contact
Thames Water
procurement.support.centre@thameswater.co.uk
Country
United Kingdom
NUTS code
UKJ11 - Berkshire
Companies House
02366661
Internet address(es)
Main address
https://www.thameswater.co.uk/
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Debt Collection Agencies
Reference number
FA2017
two.1.2) Main CPV code
- 79940000 - Collection agency services
two.1.3) Type of contract
Services
two.1.4) Short description
As part of our commitment to collecting unrecovered debt, we have redesigned our customer debt journey focusing on delivering "right customer, right treatment path" and ensuring our financially vulnerable customers are supported at all stages of the journey.
We intend to outsource our unrecovered water debt, provided mainly on a commission basis with some specific customer outcomes chargeable on a fee structure. Both collect and trace solutions are required within various parts of the portfolio.
Litigation and field services will also be required at the later stages of the process, where any unrecovered debts will be assessed and selected depending on their suitability.
With the cost of living rising, we recognise the importance of collecting debt in a socially responsible manner and as result we are seeking partners who are committed in supporting our customers on this journey while helping Thames Water achieve our goals.
We are offering a 3-year contract with the ability to extend up to an additional 2. Field service will be offered at an initial 1-year contract. After year 1 there's a potential for this to be brought inline with the with other contracts mimicking their contract terms.
two.1.6) Information about lots
This contract is divided into lots: Yes
two.2) Description
two.2.1) Title
Placement 1 - Active and Final including trace and collect
Lot No
1
two.2.2) Additional CPV code(s)
- 79940000 - Collection agency services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKJ - South East (England)
Main site or place of performance
Whole of Thames Water region.
two.2.4) Description of the procurement
Lot 1 will see circa 218 thousand active customer accounts and circa 54 thousand closed customer accounts placed annually, spread across 8 segments. 6 of these segments relate to the active customers and are allocated to the segment based on Equifax scoring.
2 of the segments relate to the closed customer accounts and are split by the accounts that have a forward address and require a collect solution and those that have no forward address and require a trace and collect solution. The successful supplier will be required to move the accounts with no customer contact from the collect strategy to the trace and collect strategy within their own system after the placement period has expired.
Cases in all segments will be placed to the successful supplier daily along with account updates, closures and any new debts that are now at the recoveries stage for customers previously placed.
Performance scorecards will determine the allocation % throughout the contract to award the higher performing suppliers with higher allocations.
two.2.11) Information about options
Options: Yes
Description of options
This contract will be for 36 months with a further two 12 months optional extension(s).
two.2) Description
two.2.1) Title
Placement 2 - Active and Final
Lot No
2
two.2.2) Additional CPV code(s)
- 79940000 - Collection agency services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKJ - South East (England)
Main site or place of performance
Whole of Thames Water region.
two.2.4) Description of the procurement
Lot 2 will see circa 156 thousand active customer accounts and circa 47 thousand closed customer accounts placed annually, spread across 5 segments. These accounts have been returned as uncollected from Lot 1. 4 of these segments relate to the active customers and are allocated to the segment based on Equifax scoring.
The other segment relate to the closed customer accounts and require a trace and collect solution.
Cases in all segments will be placed to the successful supplier daily along with account updates, closures and any new debts that are now at the recoveries stage for customers previously placed.
Performance scorecards will determine the allocation % throughout the contract to award the higher performing suppliers with higher allocations.
two.2.11) Information about options
Options: Yes
Description of options
This contract will be for 36 months with a further two 12 months optional extension(s).
two.2) Description
two.2.1) Title
Placement 3 - Litigation - Active and Final
Lot No
3
two.2.2) Additional CPV code(s)
- 79940000 - Collection agency services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKJ - South East (England)
Main site or place of performance
Whole of Thames Water region.
two.2.4) Description of the procurement
Lot 3 will see circa 73 thousand active customer accounts and circa 40 thousand closed customer accounts placed annually for assessment of litigation potential. Accounts that are unsuitable for a litigation process will be closed and returned at no cost to Thames Water, and those selected to move into strategy will be initially placed through a pre-litigation strategy before moving into a formal litigation process. We expect a 3 staged approach and the customers to be reassessed before moving onto each stage and those not suitable to move to be closed and returned at no cost to Thames Water:
Pre-Litigation = Contact attempts to resolve the debt with the customer before legal processes begin Litigation = Formal LBA/PAP and the issuing of the claim and judgement Enforcement = Enforcement end to end process.
Closed customer accounts may require a trace solution in addition. All customer contact, plan management and payment processing to be handled by the supplier.
Cases will be placed to the successful supplier once per month with daily account updates, closures and any new debts that are now at the recoveries stage for customers previously placed.
This lot will be awarded on a commission basis, with alternative arrangements for defended cases which will be agreed and charged on a case by case basis.
two.2.11) Information about options
Options: Yes
Description of options
This contract will be for 36 months with a further two 12 months optional extension(s).
two.2) Description
two.2.1) Title
Placement 4 - Field Services - Visit and Call Handling
Lot No
4
two.2.2) Additional CPV code(s)
- 79940000 - Collection agency services
two.2.3) Place of performance
NUTS codes
- UKI - London
- UKJ - South East (England)
Main site or place of performance
Whole of Thames Water region.
two.2.4) Description of the procurement
Lot 4 will receive active customer accounts only that are unsuitable for a litigation process and or that have been closed and returned throughout the litigation process with an unsuccessful outcome. Placements will be made monthly and accounts should be assessed for suitability for a field visit. The volume of accounts passing through into the field strategy should be a joint decision between the supplier and Thames Water each month.
Performance will be managed via KPIs assessing the positive outcomes of visits with a strong focus on governance and oversight to ensure the right customer outcomes. All customer contact, plan management and payment processing to be handled by the supplier.
The commercial structure is expected to encourage a culture of fair customer outcomes and value for Thames Water.
two.2.11) Information about options
Options: Yes
Description of options
This contract will be for 12 months and if successful, the contract will continue for an additional 24 months with a further two 12 months optional extension(s).
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Negotiated procedure with prior call for competition
four.1.3) Information about a framework agreement or a dynamic purchasing system
The procurement involves the establishment of a framework agreement
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: No
four.2) Administrative information
four.2.1) Previous publication concerning this procedure
Notice number: 2023/S 000-017705
Section five. Award of contract
Lot No
1
Title
Placement 1 - Active and Final including trace and collect
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
1st Locate UK Limited
Apson House, Bullerthorpe Lane
Leeds
LS15 9JN
Country
United Kingdom
NUTS code
- UKE - Yorkshire and the Humber
Companies House
03702599
The contractor is an SME
No
Section five. Award of contract
Lot No
2
Title
Placement 2 - Active and Final
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Advantis Credit Limited
Floor 9 Peninsular House, 30-36 Monument Street
London
EC3R 8LJ
Country
United Kingdom
NUTS code
- UKI - London
Companies House
05223252
The contractor is an SME
No
Section five. Award of contract
Lot No
1
Title
Placement 1 - Active and Final including trace and collect
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Arvato Financial Solutions Limited
24 George Square
Glasgow
G2 1EG
Country
United Kingdom
NUTS code
- UKM - Scotland
Companies House
SC223606
The contractor is an SME
No
Section five. Award of contract
Lot No
2
Title
Placement 2 - Active and Final
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
BPO Collections Ltd
Marina Quay, Dock Road, Ardrossan
Ayrshire, Scotland
KA22 8DA
Country
United Kingdom
NUTS code
- UKM - Scotland
Companies House
SC295285
The contractor is an SME
No
Section five. Award of contract
Lot No
1
Title
Placement 1 - Active and Final including trace and collect
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Moorcroft Debt Recovery Limited
Moorcroft House, No.2 Spring Gardens
Stockport
SK1 4AA
Country
United Kingdom
NUTS code
- UKD - North West (England)
Companies House
01703704
The contractor is an SME
No
Section five. Award of contract
Lot No
3
Title
Placement 3 - Litigation - Active and Final
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Moriarty Law Limited
Cobb House, 2-4 Oyster Lane
Byfleet, Surrey
KT14 7DU
Country
United Kingdom
NUTS code
- UKJ - South East (England)
Companies House
08432710
The contractor is an SME
No
Section five. Award of contract
Lot No
4
Title
Placement 4 - Field Services - Visit and Call Handling
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
Resolvecall Ltd
1 Smithhills Street
Paisley, Scotland
PA1 1EB
Country
United Kingdom
NUTS code
- UKM - Scotland
Companies House
SC127277
The contractor is an SME
No
Section five. Award of contract
Lot No
2
Title
Placement 2 - Active and Final
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
17 November 2023
five.2.2) Information about tenders
The contract has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor
UK Search Limited
Unit 4 Gander Lane, Barlborough
Chesterfield, Derbyshire
S43 4PZ
Country
United Kingdom
NUTS code
- UKF - East Midlands (England)
Companies House
05321310
The contractor is an SME
No
Section six. Complementary information
six.3) Additional information
** Please note, this is a Contract Award Notice **
six.4) Procedures for review
six.4.1) Review body
Thames Water Utilities Limited
Head Office, Clearwater Court, Vastern Road
Reading
RG1 8DB
procurement.support.centre@thameswater.co.uk
Country
United Kingdom
Internet address
https://www.thameswater.co.uk/
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
Thames Water Utilities Limited will incorporate a standstill period at the point information on the award of the contract is communicated to tenderers. That notification will provide full information on the award decision. The standstill period, which will be for a minimum of 10 calendar days, provides time for unsuccessful tenderers to challenge the award decision before the contract is entered into.
The Utilities Contracts Regulations 2016 (SI 2016 No 274) provide for aggrieved parties who have been harmed or are at risk of harm by a breach of the rules to take action in the High Court (England, Wales and Northern Ireland).