Our goal is to lead the way with our approach to fairness and vulnerability and we have published a comprehensive Fairness Framework, embodied by our published Fairness Charter, and a detailed Vulnerability Strategy which includes 11 Vulnerability Principles designed to ensure your customers are always treated fairly and appropriately, in accordance with our Vulnerable Persons and Arrears & Forbearance Policies.
Clearly, it is important that any potentially vulnerable person or situation is identified as soon as possible. We have a dedicated Welfare Team that is highly trained both internally, and externally with organisations such as The Samaritans, to spot vulnerability. The Welfare Team also works closely with debt advisory organisations, including StepChange, Citizens Advice Bureau, National Debt Line, Money Advice Service and Advice UK. All our communications include signposting for customers. In addition, each member of our staff receives full Vulnerability Awareness training which includes consistent indicators and guidance to signpost any potentially vulnerable customers to our Welfare Team.
Our Enforcement Agents record any vulnerability via our Agent Patroller ‘App’ and this is noted on our case management system, so our clients can always check the latest up-to-date status of our cases. As an added precaution, we also pro-actively report all vulnerable cases to our clients.
A key focus for us is compliance, working to ensure our client’s name and reputation is always protected. This has been at the forefront of our business from day one and we are ISO9001:2015 (Quality Management) and ISO27001:2013 (Information Security Management) accredited by the British Standards Institute (BSI).
We have a strong understanding of the regulatory requirements and all our Enforcement Agents follow our trade body, the High Court Enforcement Officers Association (HCEOA) Best Practice and the Ministry of Justice Taking Control of Goods: National Standards. Alan Smith, one of our Authorised High Court Enforcement Officers sits on the board of the HCEO Association.
Court Enforcement Services is committed to providing effective help and support to vulnerable customers. We recognise that there is a wide range of circumstances which can result in vulnerability and there is no single approach that is suitable for all. As such every individual is handled on a case by case basis by a named Welfare Agent.