Collection & Recovery Services
Estimated value
—
Awarded value
—
Suppliers
5
Lots
4
Published
09 Jun 2026
Description
We are seeking to establish a new Collections & Recovery Services Framework that supports a redesigned operating model. This framework will be flexible, scalable, and adaptable, enabling innovation and continuous improvement in line with evolving business needs. The procurement will be conducted in full compliance with the Procurement Act 2023, and aims to deliver: Cost efficiency and value for money Enhanced recovery outcomes Improved customer experience The new approach will modernise our debt recovery strategy by: Introducing early-stage digital collection solutions to reduce default rates Enabling proactive customer engagement earlier in the recovery journey Maximising return on investment (ROI) through smarter, data-driven interventions Suppliers will be expected to demonstrate capability in delivering effective, customer-centric recovery solutions that align with our strategic goals and regulatory obligations.
Scope
- Reference
- Prj_7596
- Commercial tool
- Standalone contract
- Contract dates
- 28 Nov 2026 to 28 Nov 2030Possible extension to 28 Nov 2034
Southern Water may extend the Framework Agreement beyond the initial 4‑year term by giving the Supplier at least three months’ notice before the initial term ends. Any extension would be on the same contractual terms (or on amended terms if mutually agreed) for up to an additional 4 years in total. If Southern Water does not issue such notice, the Framework Agreement will automatically expire at the end of the initial term.
- CPV classifications
- 7994000079100000
- Contract locations
- UK, United Kingdom
- Particular suitability
- Small and medium-sized enterprises (SME)
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality / Technical Ability | Assessment of the supplier’s technical capability, digital delivery model, customer engagement approach, vulnerability support, innovation, data integration, sustainability and mobilisation planning, as outlined in the ITT. | quality | 60.00% |
| Price | Evaluation of total modelled annual cost based on submitted pricing, including commission rates, digital servicing costs, implementation, reporting and any applicable pass‑through items. | cost | 40.00% |
| Quality | Assessment of operational capability across field and trace services, compliance with regulatory requirements, safeguarding and vulnerability measures, innovation, sustainability, performance management, and mobilisation. | quality | 55.00% |
| Price | Evaluation of total modelled annual cost based on submitted pricing, including trace and field visit rates, legacy debt handling, reporting and any associated service charges. | cost | 45.00% |
| Quality / Technical | Assessment of end‑to‑end litigation capability, legal compliance, proportionality, risk and governance processes, reporting, customer vulnerability handling, enforcement oversight and mobilisation. | quality | 70.00% |
| Price | Evaluation of total modelled annual cost based on submitted litigation stage pricing, including pre‑legal work, claims issuance, judgment handling, enforcement oversight and associated reporting costs. | cost | 30.00% |
| Quality / Technical | Assessment of probate handling capability, accuracy in deceased account verification, sensitivity and ethics in engagement, legal compliance, innovation, sustainability, reporting, and mobilisation. | quality | 70.00% |
| Price | Evaluation of total modelled annual cost based on the supplier’s pricing for probate case management, estate verification, executor liaison, reporting and any associated service elements. | cost | 30.00% |
Submission & procedure
- Procedure
- Competitive flexible procedure
Award details
Awarded supplier(s), contract period and value as published in the award notice.
Awarded value
—
Award date
08 Jun 2026
Contract start
23 Nov 2026
Contract end
23 Nov 2030
Lots · 4 total
Divisions of the contract. Each lot can be awarded separately.
| Lot | Title | Est. value | Status |
|---|---|---|---|
| 1 | Digital & Engagement Collections | — | complete |
| 2 | Trace, Recovery & Legacy Debt Management | — | complete |
| 3 | Litigation Management | — | complete |
| 4 | Probate & Deceased Account Management | — | complete |