18 alex colyer collections
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Transcript of 18 alex colyer collections
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South CambridgeshireDistrict Council
The Civil Enforcement Regime;
Our Debt recovery Strategy
Alex Colyer
Executive Director
6 October 2015
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South CambridgeshireDistrict Council
Our place…
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South CambridgeshireDistrict Council
• 105 Villages• 150,000+ population• 66,000 homes• Healthy, wealthy, well educated residents• Consistently top of the best places to live• Major growth forecast
– 19,000 more homes– 22,000 more jobs
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South CambridgeshireDistrict Council
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South CambridgeshireDistrict Council
Strategic Partnerships• City Deal
– Cambridge, Cambridgeshire, GCGP LEP, University
– £1bn investment over 15 years
• Shared Services
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Context
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Aims:• Reduce Dependency on benefits• Encourage claimants to make better decisions- Get back into work- Reduce outgoings- Downsize housing requirements• Reduce the benefit bill
Impact:• Less well off have less to pay their bills
Welfare Reform
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Universal Credit
Benefit Cap £20,000 from £25,000
Restrictions in Tax Credits
Ending of Mortgage interest support
Council Tax Support
Welfare Reform
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Have a Plan:• Early Identification of customers affected
– Direct communication– Double check our records– Early support
• Engage with Debt Advice charities• Train Staff• Support Councillors
SCDC response
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Government Grant to Councils forecast to go altogether by 2020:2010 £7.8m
2015 £2.3m
2020 ?
South Cambs budget £16m p.a. (non housing)
Imperative collection rates maintained
Direct Funding Cuts
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• Council Tax 66,000 Households • Average Bill £1,600 p.a. gross (£1,250 net)• Total Collectable £83m (net of reliefs / discounts)
• Business Rates 3,500 accounts • Average bill £21,000• Total Collectable £71m
• Rents 5,500 Households• Average Bill £5,000 p.a. (£100 per week)• Total Collectable £27m
• Other Debtors c 11,000 p.a.
How Many Debtors?
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Private Rental
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• Housing Benefit and Sundry Debtors3 Staff
• Business rates/Council Tax Recovery
3 Staff
• Rents admin and collection
5 staff
Staffing Levels
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Collection Rates
Council Business RentsTax Rates
2010/11 99.3% 99.6% 98.7%2011/12 99.3% 99.5% 99.0%2012/13 99.3% 99.5% 98.9%2013/14 99.3% 99.0% 98.4%2014/15 99.2% 99.3% 98.8%
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Managing Customer Contact:• Brought Contact Centre on site, in-house– Recruited for behaviours– Comprehensive training programme– Empowered agents• First time resolution 60% to 85%
– Flexible (but cheap) call-handling systems
• Recruited and trained temporary Staff
SCDC approach
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Get it right, first time, on time• Dedicated, well trained and motivated team• Typically 10 days to process data– Billing– New properties– Change of Circumstances– Benefit Awards
• Easy payment methods• Liability not challenged in Court
Collection SCDC approach
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Robust, consistent approach to late payment:• Prompt single reminder – Can be seen as threatening– No exceptions– Used to prompt contact, even if hostile
• Good contact channels available• Identify won’t pays from can’t pays• Take the legal remedies• Debtors know what to expect
Collection SCDC approach
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Support Can’t Pays closely:• Active management:– Prompt identification, swift action– Realistic payment plans– Debt Advice– Help debtors understand need to prioritise– Single view of the debtor
• Targeted use of Discretionary Housing support• Consequences set out clearly, consistently
Collection SCDC approach
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South CambridgeshireDistrict Council
Civil Enforcement• Legislation dictates process / tools available
to us• Pros and cons of each remedy for CTAX• Limitations of other options; bailiffs have to
be used
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South CambridgeshireDistrict Council
Civil Enforcement• Moral pressure from charities ( “stop the
knock” “ the wolf at the door” )• Both anti-bailiff campaigns do not reflect
the overhaul of the enforcement industry through Taking Control of Goods regulations
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South CambridgeshireDistrict Council
Use of Bailiffs Council Tax NDR
•2014 1,028 70•2013 1,427 117•2012 1,176 109•2011 1,400 142•2010 1,797 170
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South CambridgeshireDistrict Council
Civil Enforcement• Swift, firm action preventing large debts from
accruing• Process driven timetable of events that we stick to.• Residents understand consequences of non-payment
and helped to make the best choices• Corporate debt approach / look at all debts owed
to council when negotiating repayment
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Proud to be top of the league:• Accept that we should be there though– Demographics– GVA
• To get there and stay there we have to:– Get it right– Be timely– Be consistent– Be supportive
Conclusion