Debt collection by letter, email and by telephone.
Funds are recovered through an effective and ethical approach that will ensure your reputation and relationships are protected. The debt collection process can be amended to suit each clients requirements.
Our process
STEP 1
Utilidebt and the client will have formulated the collection path strategy for each development. Before deployed, a final communication is dispatched from the client, warning of the transferal to a debt collection agency. This action can often result in communication back from residents. A client has the option to pass these communications onto Utilidebt to reply and resolve the issue before the first communication from Utilidebt is dispatched. Often it is at this stage that payment arrangements and basic disputes can be quickly resolved to the satisfaction of all parties and before any fee’s are levied. A full review of each referred case is undertaken. Site information, payment history, dispute history, and importantly who is the liable party? Often in these type of developments, there is often high debt attributed to leaseholders who are investors. They do not live on site, and it is their tenants who use the supply. Such situations need to be handled differently to an owner occupier who is directly receiving and paying for the utility supply. It’s important to understand this background information to assess the next steps for recovery activity. For example a debtor with a history of late payments should be treated differently to a debtor that has remained silent throughout. Often a silent debtor can be entirely the wrong debtor or the right debtor with the wrong contact details. We all like to think our record keeping is up to date but between leaseholders, sub tenants, letting agents, block managing agents, and conveyancing solicitors, changes in data can be missed. Therefore, background checks to ensure the liable party is indeed the correct liable party and we are corresponding with the most up to date information available is essential.
STEP 2
Communication attempts are made, email, letter, phone and text are all attempted. For residents who respond we work with them to find solutions. No two situations are the same, and residents are treated with respect. Its pointless sending out threats of disconnection or legal action if a resident is willing to pay but cannot pay as they have affordability issues. Conversely, if a resident is unwilling to pay, for example they feel the cost is too high or they have an issue with a unrelated issue (the lifts are broken, the rubbish has not been collected, their door bell doesn’t work) then holding back payment is unwarranted and in line with procedures the case will be escalated along the desired collection path. Be that disconnection or legal action.
STEP 3
Once all communications have been exhausted and payment is not made our client has the choice to send the account for further legal action, typically the balance is transferred to the service charge account and the solicitors act accordingly or Utilidebt can commence disconnection action. If the latter, a Pre Disconnection Visit will be made to attempt collection in person. Often this results in finding new data, such as the debtor does not reside at the property or results in payment arrangements. This visit will also be used to assess if a vulnerable person is residing at the address. Should payment terms not be agreed, depending on the infrastructure, the site will be disconnected with 7 days of the Pre Disconnection Visit or a court date will be booked to attend and obtain a warrant to enter the property, so that disconnection of the supply can be achieved. Disconnection is final sanction on those that refuse to make payment but can. As they risk the supply to the entire building. We ensure that if disconnection action is imminent that posters are clearly visible in communal arrears, it is often the case that once a resident hears of the landlord disconnecting the site, the behavior of all residents changes and they are more likely to discuss issues.
What do we charge to collect unpaid debts?
Our FeesWhy use Utilidebt?
As a landlord, there is priority to ensure funds are received on time from residents to ensure the block is not at risk from de-energisation. However, there is also duty of care to ensure that residents who are having difficulties are treated fairly and with care. This delicate balance is understood by the team at Utilidebt. The team also know of the unique circumstances that can often cause complexity such as how a liable party is not necessarily the same as the consumer. All these intricacies mean that a specialist is best placed to ensure best practice is followed.
- Heat network and private wire utilities specialists
- Ethical collection practices
- Highly trained team members
- Clarity in our pricing structure
- Personalised experience