Scope
Reference
Prj_7596
Description
We are seeking to establish a new Collections & Recovery Services Framework that supports a redesigned operating model. This framework will be flexible, scalable, and adaptable, enabling innovation and continuous improvement in line with evolving business needs.
The procurement will be conducted in full compliance with the Procurement Act 2023, and aims to deliver:
Cost efficiency and value for money
Enhanced recovery outcomes
Improved customer experience
The new approach will modernise our debt recovery strategy by:
Introducing early-stage digital collection solutions to reduce default rates
Enabling proactive customer engagement earlier in the recovery journey
Maximising return on investment (ROI) through smarter, data-driven interventions
Suppliers will be expected to demonstrate capability in delivering effective, customer-centric recovery solutions that align with our strategic goals and regulatory obligations.
Commercial tool
Establishes a framework
Contract dates (estimated)
- 1 December 2026 to 1 December 2030
- Possible extension to 1 December 2032
- 6 years, 1 day
Main procurement category
Services
CPV classifications
- 79940000 - Collection agency services
Contract locations
- UK - United Kingdom
Engagement
Engagement deadline
15 September 2025
Engagement process description
As part of this procurement, we will undertake a pre-tender engagement process to ensure the market is well-informed and aligned with our objectives. This process is designed to:
Raise awareness of the upcoming procurement opportunity
Share early insights into the scope, requirements, and strategic goals of the framework
Invite feedback from suppliers to help shape the final specification and approach
Encourage innovation and market readiness by outlining our expectations around flexibility, digital capability, and customer-centric recovery models
Engagement activities may include:
Market notice publication
Supplier information sessions or webinars
Request for Information (RFI) or Prior Information Notice (PIN)
One-to-one discussions or soft market testing
This process is compliant with the Procurement Act 2023 and aims to foster a competitive, transparent, and collaborative environment that supports the successful delivery of the new Collections & Recovery Framework.
Participation
Particular suitability
Small and medium-sized enterprises (SME)
Submission
Publication date of tender notice (estimated)
17 November 2025
Procedure
Special regime
Utilities
Contracting authority
Southern Water Services Limited
- Public Procurement Organisation Number: PBJQ-2231-ZRPG
Southern Water, Southern House
Worthing
Bn13 3NX
United Kingdom
Contact name: Tom Daniels
Telephone: 07526 977201
Email: tom.daniels@southernwater.co.uk
Website: http://www.southernwater.co.uk
Region: UKJ27 - West Sussex (South West)
Organisation type: Private utility