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Scope of Service
Homecoll provides professional expertise in nationwide doorstep operations for the collection of consumer, commercial and utility debt. It is supported by a network of fully employed, uniformed doorstep field agents and is committed to providing outstanding professionalism whilst delivering first-rate results.
Homecoll has rigid debt collection procedures supported by the company’s Code of Practice. All protocols are strictly monitored and enforced, backed by high-tech management systems and highly experienced management.
All documentation left at a debtors premises is proven to prompt high response levels and exceptional collection rates. On the reverse of correspondence debtors can find contact details and methods of payment. All doorstep agents follow a strict code of practice. When visiting customers they are uniformed and carry photographic ID cards. The strict dress code ensures that customers can be confident they are dealing with a Homecoll agent.
Homecoll will design and implement a collection process to suit any client’s preferences. Any process can be amended at any time (i.e. a stage can be added, removed or moved) to maximise collection rates. This, in effect, provides every client with the ability to design their own collection process.
Letter stages
Homecoll has a large bank of letters proven to prompt a notably high response level and exceptional collection rates. All documents produced, posted or hand delivered to debtors will not be ambiguous or misleading. On the reverse of correspondence issued by us, debtors can find contact details and methods of payment. Correspondence mailed to debtors by Homecoll may have an Arrangement Form and Frequently Asked Questions leaflet included.
SMS Message and outbound call stages
Homecoll can automatically pass all cases through Operator Services Information System (OSIS) provided by British Telecom in order to gain the telephone number for each case. The results are sent back to Homecoll and automatically uploaded onto the case. The successful cases are identified as containing a telephone number and are, therefore, suitable for SMS or Outbound Call stages.
Issuing a receipt for payment(s) taken
When a Doorstep Collection Agent receives payment from a debtor, they immediately update the office with the details of the visit, the payment taken etc., by way of digital pen & paper technology. The agent will always issue an official numbered receipt for every payment received, a copy is captured by the digital pen and sent to the Finance Department.
No contact
Where there is no response at a property, the Doorstep Collection Agent will leave a letter stating the reasons for the visit and notice of intended action. All documents left with the debtor or at the debtor’s premises will be on pre-printed stationery. The agent will not alter anything other than to advise the debtor of the date(s) of future visits and/or the balance due.
Audits
The Doorstep Collection Agent’s receipt book is audited by the Finance Department on a two weekly basis. Also, on-street compliance checks are carried out on each one at random to check work, receipt books, banking book and routing of calls. Where the Doorstep Collection Agent is carrying more than £500 in cleared funds they must deposit it immediately at the nearest post office.
All Doorstep Collection Agents are trained to ensure that any monies collected are banked at least daily, at the nearest post office on the same day of receipt. Each agent is issued with a Girobank paying in booklet and must submit the receipt stubs at the end of each working day.
Nationwide Service
Philips currently provides recovery and enforcement services for over 50% of UK local authorities ranging from Penzance to Fife, in addition to this Philips has contracts with all English Magistrates Courts within the North East and Midlands . To further demonstrate our coverage, Philips provides a nationwide service to the DVLA for the collection of late licensing penalties.
Testimonial
Paul Skelton, Regional Contract Manager, Her Majesty’s Court Services - North"Whilst dealing with Philips I have found staff at all levels in the organisation to be courteous and knowledgeable and portraying Philips as a very professional organisation’. Collection rates have improved all the way through the first 18 months of the contract and show no signs of stopping. This is due in no small measure to the hard work and dedication of Philips staff to work in partnership with HMCS in the North Region."
