Case Studies - Consumer

The client concerned is a Housing Association and was experiencing great difficulty in recovering unpaid rent, particularly from past tenants. Perhaps unsurprisingly they found that the traditional DCA approach provided them with very poor results. They also experienced a lack of interest from suppliers and were considering simply writing off any debt that they could not collect internally.

We recognised that our client’s customers and ex-customers had a particular profile and needed special treatment if we were to establish the necessary platform for discussing how to resolve the debt with them.

Having established our client's requirements we set about building on their experience in dealing with consumers in this field to construct an approach that would strike a cord with the individual debtor.

Response rates have improved by 50% and allowed us to develop the empathy and rapport that has in turn led to a similar increase in arrangements. The results have so impressed our client that they now decided to pass live accounts to us for collection as well as making us sole supplier.