Doorstep

750 collectors, 50 supervisors, 13 field managers, 3 upheld complaints

We believe our cascade control system results in collections performance that is both exceptional and ethical. Each collector is trained, managed and tightly controlled by one of 50 supervisors who, in turn, report to one of 13 fully employed field managers.

Weekly mentoring
Supervisors collate collection results and meet with collectors regularly to manage performance and control activity.

Audited performance and compliance
Each collector must pass a doorstep audit at least twice a year. This involves random visits to check balances and behaviour minimising clients' risk.

Complaints
There were just three upheld in 2011. Not at all bad when you consider £7m per annum in collections.
We’re aiming for 0 in 2012.