Collection & Recovery Services

SWS are seeking up to two suppliers for digital-first collections and engagement services, including automated communications, self-service portals, and data led segmentation for overdue accounts. This lot also covers traditional non-field DCA recovery for early-stage arrears. Other services include (but not limited to): performance reporting and MI dashboards, Champion/Challenger model for competitive performance, digital innovation and customer experience enhancements. Southern Water requires coverage primarily in the South-East region, with capability to trace and engage customers who may have relocated elsewhere in the UK.

SWS are seeking a supplier for specialist services to trace and recover overdue accounts, including field visits and management of legacy or exhausted debt portfolios. Other services include (but not limited to): address validation and trace accuracy, ethical field engagement and safeguarding, data sharing and scoring for uncollected accounts, sustainability measures (e.g., paperless communications, electric fleet). Southern Water requires coverage across the South-East region for field recovery, with national reach for tracing customers who have moved outside the area.

SWS are seeking a supplier for end-to-end litigation services, including pre-litigation assessment, case preparation, issuing claims, managing court processes, and enforcement oversight. Other services include (but not limited to): compliance with civil procedure rules and FCA/Ofwat regulations, integration with Southern Water systems for case tracking, transparent cost management and proportionality in enforcement, specialist handling of sensitive cases. Southern Water requires coverage across the South-East region for core litigation activity, with ability to manage enforcement and court proceedings nationally where required.

SWS are seeking a supplier for sensitive management of deceased customer accounts, including probate verification, executor engagement, and estate settlement. Other services include (but not limited to): compliance with probate law and FCA standards, liaison with solicitors and estate representatives, digital documentation and reporting, partnerships with bereavement charities for social value. Southern Water requires coverage across primarily the South-East region, with flexibility to handle probate cases involving executors or estates located elsewhere in the UK.