Section one: Contracting entity
one.1) Name and addresses
United Utilities Water Limited
Lingley Mere Business Park
Warrington
WA5 3LP
Contact
Oliver Marsden
Country
United Kingdom
Region code
UKD - North West (England)
National registration number
02366678
Internet address(es)
Main address
https://www.unitedutilities.com
Buyer's address
https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/43984
one.6) Main activity
Water
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Services-Framework-High Court Enforcement and Bailiff Services
Reference number
PRO004599
two.1.2) Main CPV code
- 79940000 - Collection agency services
two.1.3) Type of contract
Services
two.1.4) Short description
United Utilities Water Limited (UUW) are looking to award agreements to 2 High Court Enforcement suppliers to deliver high performing recoveries management. Suppliers will be expected to fully utilise the powers of recovery granted under the 2007 Courts and Tribunals Act to maximise the level of collections for UUW to recover outstanding charges from a segment of its household customer base, whilst at the same time ensuring that UUW’s CMEx performance is not adversely affected. The scope of the delivery of this service will include but is not limited to the following areas;
• Collections
• Compliance
• Vulnerability training and awareness
• System integration
• Reporting
• Complaints handling
• Invoicing and payment processing
• Customer payment method and self-service options
• Data and segmentation
• Continual innovation
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79940000 - Collection agency services
two.2.3) Place of performance
NUTS codes
- UKD - North West (England)
two.2.4) Description of the procurement
A key part of UUW’s strategy is to recover outstanding charges from household customers via the use of High Court Enforcement Officers and the powers that they have. The supplier will be expected to follow Regulatory classifications and guidelines to fully utilise the powers of recovery granted under the 2007 Courts and Tribunals Act, to maximise the level of collections for UUW whilst at the same time ensuring that UUW’s CMEx performance is not adversely affected. Extensive segmentation within UUW's debt manager system ensures that only customers with certain attributes are progressed down this route. This segmentation takes into account the customer’s credit score, behavioural score, home ownership and employment status. Only UUW customers who are deemed to have the ability to pay and are wilfully avoiding payment are progressed down this route. As such, UUW do not expect to see vulnerable customers, particularly financially vulnerable customers going through this strategy. However, if vulnerable customers are placed through this strategy, we do expect them to be treated in a way which provides the required level of protection. All agents must be trained to the highest standards and ensure that they identify any potential vulnerability and claims of vulnerability and where required refer the customer/debtor to a prescribed support group or the third sector.
two.2.11) Information about options
Options: No
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.1) Description
four.1.1) Type of procedure
Open procedure
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 000-003546
Section five. Award of contract
Contract No
1
Title
Services-Framework-High Court Enforcement and Bailiff Services
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 September 2023
Section five. Award of contract
A contract/lot is awarded: Yes
five.2) Award of contract
five.2.1) Date of conclusion of the contract
1 September 2023
Section six. Complementary information
six.4) Procedures for review
six.4.1) Review body
High Court of England & Wales
City of Westminster
London
Country
United Kingdom
six.4.2) Body responsible for mediation procedures
United Utilities
Warrington
WA5 3LP
Country
United Kingdom
six.4.4) Service from which information about the review procedure may be obtained
United Utilities
Warrington
Country
United Kingdom