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PROCUREMENT OPPORTUNITY

Debt Collection

United Utilities Water Limited · Tender notice on Find a Tender

Tender information last checkedLast checked 23 Sept 2026, 19:10.

Opportunity overview

The Scope of this proposed service will be for supply of Specialist Debt Collection Agency and Business Process Outsourcing (BPO) providers to deliver standard Live 1st and 2nd, Doorstep visits, specialist vulnerable customer, Final accounts, Trace & Collect, low value placement & Probate/Deceased. DCAs play a key part in reducing the debt currently held by United Utilities. The scope of this tender covers household (Domestic) debt only. The objective for all Suppliers to undertake Debt Collection activities and secure payment of money owed by debtors, in-line with Fair Pay Guidelines. United Utilities will provide Customer Data containing the details of the Debts to the Supplier who will work through the agreed processes to collect the Debts and remit the collected funds back to United Utilities including any additional information obtained whilst securing payment. All Suppliers must adhere to all applicable industry standards and Good Industry Practice and be able to ensure compliance and how failures are managed and resolved.

Classification

  • CPV79940000 — Collection agency services

Lots

  • Lot 1 - Live, vulnerable & leaver FA£14.2m
  • Lot 2 - BPO Outbound service (1)£5.5m
  • Lot 3 - Trace & collection final debt (1)£3m
  • Lot 4 - Tertiary & Reconnect (1)£20.6m
  • Lot 5 – Probate services/deceased (1)£399.3k

Documents and notices

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
PRO004741
Status
active
Procurement Method
open
Procurement Method Details
Competitive flexible procedure
Main Procurement Category
services
Above Threshold
Yes

Legal basis

Id
2023/54
Scheme
UKPGA

Procedure

Features
The Scope of this proposed service will be for supply of Specialist Debt Collection Agency and Business Process Outsourcing (BPO) providers to deliver standard Live 1st and 2nd, Doorstep visits, specialist vulnerable customer, Final accounts, Trace & Collect, low value placement & Probate/Deceased. DCAs play a key part in reducing the debt currently held by United Utilities. The scope of this tender covers household (Domestic) debt only. The objective for all Suppliers to undertake Debt Collection activities and secure payment of money owed by debtors, in-line with Fair Pay Guidelines. United Utilities will provide Customer Data containing the details of the Debts to the Supplier who will work through the agreed processes to collect the Debts and remit the collected funds back to United Utilities including any additional information obtained whilst securing payment. All Suppliers must adhere to all applicable industry standards and Good Industry Practice and be able to ensure compliance and how failures are managed and resolved.

Special regime

utilities

Techniques

Has Framework Agreement
Yes

Framework Agreement

Method
withReopeningCompetition
Type
open
Buyer Categories
Establishing party only
Description
Commercial - 50% Technical 50%

Submission terms

Electronic Submission Policy
allowed

Languages

en

Tender Period

Ends
29 Dec 2026, 16:00

Enquiry period

Ends
2 Oct 2026, 00:00

Expected award period

Ends
31 May 2027, 23:59

Lots and requirements

Entry 1
Id
LOT-0001
Title
Lot 1 - Live, vulnerable & leaver FA
Description
Live, vulnerable & leaver FA The scope of this service will be for the supply of live, vulnerable and leaver FA services Activities: - Live debt 1st placement -Live debt 2nd placement -Leaver FA debt 1st placement -Leaver FA debt 2nd placement -Live debt early collection -Vulnerable Customer
Status
active
Has Renewal
Yes

Value

Including VAT
16,992,778
Amount
14,160,648
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Technical

Numbers

Entry 1
Number
50
Weight
percentageExact
Criterion 2
Type
price
Name
Commercial

Numbers

Entry 1
Number
50
Weight
percentageExact

Suitability

Sme
Yes

Contract period

Starts
1 Oct 2027, 01:00
Ends
30 Sept 2030, 23:59
Max Extent Date
30 Sept 2035, 23:59

Renewal

Description
An initial term of 3 years, with the option to extend for a maximum term of 8 years.
Entry 2
Id
LOT-0002
Title
Lot 2 - BPO Outbound service (1)
Description
BPO Outbound service The scope of this service will be to Provide a White Label service to UU. The supplier should provide UU with expert outbound dialling collection activities.
Status
active
Has Renewal
Yes

Value

Including VAT
6,577,631
Amount
5,481,359
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Technical

Numbers

Entry 1
Number
50
Weight
percentageExact
Criterion 2
Type
price
Name
Commercial

Numbers

Entry 1
Number
50
Weight
percentageExact

Suitability

Sme
Yes

Contract period

Starts
1 Oct 2027, 01:00
Ends
30 Sept 2030, 23:59
Max Extent Date
30 Sept 2035, 23:59

Renewal

Description
An initial term of 3 years, with the option to extend for a maximum term of 8 years.
Entry 3
Id
LOT-0003
Title
Lot 3 - Trace & collection final debt (1)
Description
Trace & collection final debt The scope of this service will be for the supply of Trace and collection final debt services Activities: -Leaver debt NFA 1st placement -Leaver debt NFA 2nd placement -Leaver debt NFA 3rd placement -Low value leaver
Status
active
Has Renewal
Yes

Value

Including VAT
3,551,189
Amount
2,959,324
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Technical

Numbers

Entry 1
Number
50
Weight
percentageExact
Criterion 2
Type
price
Name
Commercial

Numbers

Entry 1
Number
50
Weight
percentageExact

Suitability

Sme
Yes

Contract period

Starts
1 Oct 2027, 01:00
Ends
30 Sept 2030, 23:59
Max Extent Date
30 Sept 2035, 23:59

Renewal

Description
An initial term of 3 years, with the option to extend for a maximum term of 8 years.
Entry 4
Id
LOT-0004
Title
Lot 4 - Tertiary & Reconnect (1)
Description
Tertiary & Reconnect The scope of this service will be for the supply of Tertiary and reconnect services -Live debt 3rd placement (Tertiary doorstep visits) -Live debt for affordability reconnect visits
Status
active
Has Renewal
Yes

Value

Including VAT
24,664,341
Amount
20,553,617
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Technical

Numbers

Entry 1
Number
50
Weight
percentageExact
Criterion 2
Type
price
Name
Commercial

Numbers

Entry 1
Number
50
Weight
percentageExact

Suitability

Sme
Yes

Contract period

Starts
1 Oct 2027, 01:00
Ends
30 Sept 2030, 23:59
Max Extent Date
30 Sept 2035, 23:59

Renewal

Description
An initial term of 3 years, with the option to extend for a maximum term of 8 years.
Entry 5
Id
LOT-0005
Title
Lot 5 – Probate services/deceased (1)
Description
Probate services/Deceased The scope of this service will be for the supply of probate services/deceased -Specialist probate recovery services
Status
active
Has Renewal
Yes

Value

Including VAT
479,179
Amount
399,316
Currency
GBP

Award criteria

Criteria

Criterion 1
Type
quality
Name
Technical

Numbers

Entry 1
Number
50
Weight
percentageExact
Criterion 2
Type
price
Name
Commercial

Numbers

Entry 1
Number
50
Weight
percentageExact

Suitability

Sme
Yes

Contract period

Starts
1 Oct 2027, 01:00
Ends
30 Sept 2030, 23:59
Max Extent Date
30 Sept 2035, 23:59

Renewal

Description
An initial term of 3 years, with the option to extend for a maximum term of 8 years.

Items and delivery

Item 1
Id
LOT-0001
Related Lot
LOT-0001

Additional Classifications

Entry 1
Scheme
CPV
Id
79940000
Description
Collection agency services
Item 2
Id
LOT-0002
Related Lot
LOT-0002

Additional Classifications

Entry 1
Scheme
CPV
Id
79940000
Description
Collection agency services
Item 3
Id
LOT-0003
Related Lot
LOT-0003

Additional Classifications

Entry 1
Scheme
CPV
Id
79940000
Description
Collection agency services
Item 4
Id
LOT-0004
Related Lot
LOT-0004

Additional Classifications

Entry 1
Scheme
CPV
Id
79940000
Description
Collection agency services

Delivery locations

Entry 1
Region
UKD
Country
GB
Country Name
United Kingdom
Item 5
Id
LOT-0005
Related Lot
LOT-0005

Additional Classifications

Entry 1
Scheme
CPV
Id
79940000
Description
Collection agency services

Published documents

Entry 1
Id
conflictOfInterest
Document Type
conflictOfInterest
Description
Not published
Entry 2
Id
086252-2026
Document Type
tenderNotice
Notice Type
UK4
Description
Tender notice on Find a Tender
Published
11 Sept 2026, 10:24
Format
text/html

Buyer, suppliers and contacts

Organisation 1
Name
United Utilities Water Limited
Id
GB-PPON-PVVB-5589-BWHX

Identifier

Scheme
GB-PPON
Id
PVVB-5589-BWHX

Address

Street Address
Lingley Mere Business Park
Locality
Warrington
Postal Code
WA5 3LP
Country
GB
Country Name
United Kingdom
Region
UKD61

Contact

Name
Tesni Walker
Telephone
+44 1925678096

Roles

buyer

Details

Classifications

Entry 1
Scheme
UK_CA_TYPE
Id
privateUtility
Description
Private utility

Recorded locations

  • Buyer location · Warrington · UKD61 · WA5 3LP · United Kingdom
  • Delivery location · UKD · United Kingdom

Notice and amendment history

2 published notice versions reviewed by ProcuraAxis.

2 VERSIONS
  1. 085336-2026Tender notice on Find a Tender ·
  2. 086252-2026Tender notice on Find a Tender ·