大象传媒

Affinity Water

It used the name Morgan Carney Collections but stopped doing so in July 2014

Statement:

鈥淥ur letter made it clear that this was a trading name of Affinity Water Limited and that any outstanding balances were payable to Affinity Water. In May 2014 we conducted a review of our debt collection procedures and from July 2014, we ceased to use an alternative trading name altogether and refer instead to 鈥楢ffinity Water Debt Collections鈥� across all our debt collection procedures. We are committed to supporting our customers who may struggle to pay their bills."

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Anglian Water

It went by the name Frontier Debt Collections when contacting some customers in arrears until 2013.

Statement:

鈥淔rontier was a trading name of Anglian Water 鈥� made clear in all correspondence 鈥� but we stopped using it of our own volition in 2013. It was used to contact hard to reach customers who had chosen not to pay their bills. Customers who refuse to pay add 拢15 to the bill of every customer who does pay. Reducing bad debt actually saves money for all customers, and is something we have a responsibility to do. Importantly, this is completely different to the way we support customers who contact us and tell us that they are having difficulty paying their bill. We have many things in place to help these customers 鈥� for instance, assistance funds, different tariffs, water meters, and free water saving devices."

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Bristol Water and Wessex Water

Their joint billing company has registered another firm Searchlight Collections Ltd to pursue debts. Records show it's not been trading and has no employees. In future Searchlight will operate as a separate company with its own resources.

Statement:

"Bristol Wessex Billing Services Ltd (BWBSL) uses Searchlight Collections Limited to collect outstanding water and sewerage charges on behalf of Bristol Water and Wessex Water in certain circumstances, rather than using external debt collection agencies or issuing a court summons. There are, of course additional costs payable by those customers against whom court action is taken. We consider that pursuing some unpaid customer charges via Searchlight Collections as part of our standard debt recovery procedure, and in accordance with regulatory guidelines, is both appropriate and cost-effective; and as such, this is in the wider interest of all of our bill-paying customers."

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Northumbrian Water

It was known as Alexander James Debt Recovery but suspended use of the name in June 2014.

Statement:

听鈥淭he Alexander James brand was used to encourage customers who were not paying their bill to contact us to talk about a payment plan and to receive debt advice. It was very clear that Alexander James was part of Northumbrian Water Limited. We took the precautionary decision to suspend using the brand name the day after the Wonga story broke. After researching why the FCA took action against Wonga, we believe we have complied with best practise as the brand name was registered with relevant financial agencies to ensure transparency and our consumer watchdog, the Consumer Council for Water, was also fully aware we were using this brand name. After a review we have now decided that we will not be using the Alexander James brand in the future although our use of it was transparent and compliant."

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Severn Trent Water

It used the name Debeo Debt Recovery but recently changed its letterhead to state it's a trading name of Severn Trent Water. Previously that was only mentioned in small print at the bottom. Now the company has decided to ditch the 鈥楧ebeo鈥� name altogether.

Statement:

鈥淭o allow us one last opportunity to engage with customers who have not responded to our bills, we have historically used a brand called Debeo Debt Recovery, part of Severn Trent Water. We have since reviewed our debt collection practices and have taken the decision to stop using this trading name.听 We are no longer using the Debeo brand and all communication is now from Severn Trent Water.听 At all times, our aim is to be as transparent and honest as possible with our customers.鈥�

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South West Water

It sent some reminder letters from what it calls a "subsidiary debt collection company" but says that stopped about a year ago.

Statement:

鈥淪outh West Water takes steps to recover unpaid bills in perfectly legitimate ways.听 At all stages of the process it is made clear to the customer that the debt is being recovered on behalf of South West Water Ltd.听 Collecting outstanding payments from customers who have not paid helps those hard-working families who do pay their bills. South West Water also funds and promotes ways to help customers struggling to pay their bills through its WaterCare, Restart and Fresh Start Fund schemes."

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Southern Water

It used the name Highdown Debt Recovery when chasing payments from some customers between 2009 to 2011.

Statement:

鈥淲e have a duty to those customers who pay their bills to collect outstanding debt from those who have not paid, but are able to pay. To help those in genuine hardship we have a number of payment schemes in place. At the time, research told us the customers we were trying to contact were more likely to look at, and respond to, correspondence from companies separate to Southern Water. The letters adhered to strict guidance regarding debt collection. They also stated Highdown was a trading name of Southern Water Services Ltd. However, we did not find this approach as effective as initial research suggested, so we stopped the scheme to look at other ways to make contact."

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Sutton and East Surrey Water

Did not respond to our request for information

Thames Water

It continues to use the name County Wide Collections although its letters now state in several places that it鈥檚 part of the Thames Water Group. Previously no such mentions were made.

Statement:

鈥淭hames Water takes its responsibilities in terms of customer debt collection very seriously. It is important that we manage the collection of outstanding debt as efficiently as possible, as ultimately the costs are borne by our customers.听 We try hard to engage with our customers in arrears, to explain the many ways we can help them pay their bill. This is a long process, but our open and transparent letters do increase in severity. When it gets to a final letter, we have found the use of an internally branded debt collection agency approach to be effective and cost-efficient.鈥�

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United Utilities

It continues to go by the name of Concilia Debt Recovery. It told us it does not believe the practice is misleading, but failed to respond to our request to see sample letters.

Statement:

鈥淲e operate an in-house debt collection service 鈥淐oncilia Debt Recovery鈥� as a trading name of United Utilities Water, registered in England and Wales. It is explicit in all correspondence that all debt recovery is on our behalf. We do not believe our collection process for bad debt is misleading or induces customers to make contact based on a false or misleading premise.鈥澨�

Update 鈥� 16th October 2014. United Utilities has contacted us to say it will stop using听the name Concilia Debt Recovery in future. It鈥檚 issued this statement:

"We have been talking to our stakeholders for some time now and as a result of this have changed things, although it will take a couple of weeks for letters which are in the current system to clear. While we do not believe our collection process for bad debt was misleading, we are changing the branding on debt collection letters to United Utilities to make it even more transparent to customers."听

Welsh Water

It used the name Bay Collections to contact some customers in arrears. That was until this year - it says it no longer takes that approach.

Statement:

鈥淎s a company without any shareholders, all our gains to customers. Our aim is to provide the best possible water and wastewater services to our customers and to keep these services affordable. That is why we have committed to keeping bill increases below the rate of inflation for the full decade to 2020 and also why we help around 64,000 customers who struggle to pay their bills 鈥� more than any other water company in England and Wales. We are planning to increase the number of customers benefiting from our social tariffs to more than 100,000 customers over the next five years. However, despite the help we provide to those who genuinely struggle to pay their bills, these unpaid debts add around 拢20 extra to our customers鈥� annual bill. In order to help recover these costs, our sole focus is our customers and we will continue to do everything we can to provide the best service at the most affordable price. 鈥�

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Yorkshire Water

It has been using Rockford Debt Collections Ltd to contact some customers in arrears although says it has temporarily changed this approach.

Statement:

"We always try to help customers who are in debt, however not all of them choose to engage with us. For exampleany customer who receives a letter from Rockford would already have

received three letters from Yorkshire Water urging them to get in touch, as well as a text, where we have a mobile number. In the light of Ofwat鈥檚 recent communication to water companies about debt

collection, we have temporarily changed this approach. We will of course continue to liaise with our regulator on this issue. In the majority of cases, customers who are genuinely struggling to pay

their bill are directed to one of the many schemes we voluntarily run to assist people in hardship. Last year we provided more than 拢3 million of support to such customers. We would advise any customers struggling to pay their bill to proactively contact us to understand the help we can provide.鈥�

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Major domestic water suppliers which told us they have never contacted customers in arrears using the names of fake debt collection companies include:

Dee Valley Water

Northern Ireland Water

Portsmouth Water

Scottish Water

Sembcorp Bournemouth Water

Southeast Water

South Staffs Water