Collection & Recovery Services

{
  "buyer": {
    "id": "GB-PPON-PBJQ-2231-ZRPG",
    "name": "Southern Water Services Limited"
  },
  "date": "2026-02-02T08:32:03Z",
  "id": "008722-2026",
  "initiationType": "tender",
  "language": "en",
  "ocid": "ocds-h6vhtk-058c38",
  "parties": [
    {
      "address": {
        "country": "GB",
        "countryName": "United Kingdom",
        "locality": "Worthing",
        "postalCode": "Bn13 3NX",
        "region": "UKJ27",
        "streetAddress": "Southern Water, Southern House"
      },
      "contactPoint": {
        "email": "procurement.governance@southernwater.co.uk",
        "name": "Tom Daniels",
        "telephone": "07526 977201"
      },
      "details": {
        "classifications": [
          {
            "description": "Private utility",
            "id": "privateUtility",
            "scheme": "UK_CA_TYPE"
          }
        ],
        "url": "http://www.southernwater.co.uk"
      },
      "id": "GB-PPON-PBJQ-2231-ZRPG",
      "identifier": {
        "id": "PBJQ-2231-ZRPG",
        "scheme": "GB-PPON"
      },
      "name": "Southern Water Services Limited",
      "roles": [
        "buyer"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "aboveThreshold": true,
    "awardPeriod": {
      "endDate": "2026-03-27T23:59:59+00:00"
    },
    "description": "We are seeking to establish a new Collections \u0026 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.\nThe procurement will be conducted in full compliance with the Procurement Act 2023, and aims to deliver:\nCost efficiency and value for money\nEnhanced recovery outcomes\nImproved customer experience\nThe new approach will modernise our debt recovery strategy by:\nIntroducing early-stage digital collection solutions to reduce default rates\nEnabling proactive customer engagement earlier in the recovery journey\nMaximising return on investment (ROI) through smarter, data-driven interventions\nSuppliers will be expected to demonstrate capability in delivering effective, customer-centric recovery solutions that align with our strategic goals and regulatory obligations.",
    "documents": [
      {
        "description": "Not published",
        "documentType": "conflictOfInterest",
        "id": "conflictOfInterest"
      },
      {
        "accessDetails": "All procurement documents, including the PQQ, ITT, Specifications, Framework Agreement, Schedules and supporting materials, will be made available electronically via Southern Water\u2019s e\u2011sourcing portal (Bravo / Jaggaer). Suppliers must register on the portal to access the documentation, submit clarification questions, and upload their completed responses. All communications and submissions will be handled exclusively through the e\u2011sourcing system, with no hard\u2011copy documents issued or accepted.",
        "documentType": "biddingDocuments",
        "id": "future"
      },
      {
        "datePublished": "2026-02-02T08:32:03Z",
        "description": "Tender notice on Find a Tender",
        "documentType": "tenderNotice",
        "format": "text/html",
        "id": "008722-2026",
        "noticeType": "UK4",
        "url": "https://www.find-tender.service.gov.uk/Notice/008722-2026"
      }
    ],
    "enquiryPeriod": {
      "endDate": "2026-02-13T16:00:00+00:00"
    },
    "id": "Prj_7596",
    "items": [
      {
        "additionalClassifications": [
          {
            "description": "Collection agency services",
            "id": "79940000",
            "scheme": "CPV"
          },
          {
            "description": "Legal services",
            "id": "79100000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      },
      {
        "additionalClassifications": [
          {
            "description": "Collection agency services",
            "id": "79940000",
            "scheme": "CPV"
          },
          {
            "description": "Legal services",
            "id": "79100000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "2",
        "relatedLot": "2"
      },
      {
        "additionalClassifications": [
          {
            "description": "Collection agency services",
            "id": "79940000",
            "scheme": "CPV"
          },
          {
            "description": "Legal services",
            "id": "79100000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "3",
        "relatedLot": "3"
      },
      {
        "additionalClassifications": [
          {
            "description": "Collection agency services",
            "id": "79940000",
            "scheme": "CPV"
          },
          {
            "description": "Legal services",
            "id": "79100000",
            "scheme": "CPV"
          }
        ],
        "deliveryAddresses": [
          {
            "country": "GB",
            "countryName": "United Kingdom",
            "region": "UK"
          }
        ],
        "id": "4",
        "relatedLot": "4"
      }
    ],
    "legalBasis": {
      "id": "2023/54",
      "scheme": "UKPGA",
      "uri": "https://www.legislation.gov.uk/ukpga/2023/54/contents"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "Assessment of the supplier\u2019s technical capability, digital delivery model, customer engagement approach, vulnerability support, innovation, data integration, sustainability and mobilisation planning, as outlined in the ITT.",
              "name": "Quality / Technical Ability",
              "numbers": [
                {
                  "number": 60,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "description": "Evaluation of total modelled annual cost based on submitted pricing, including commission rates, digital servicing costs, implementation, reporting and any applicable pass\u2011through items.",
              "name": "Price",
              "numbers": [
                {
                  "number": 40,
                  "weight": "percentageExact"
                }
              ],
              "type": "cost"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2030-11-28T23:59:59+00:00",
          "maxExtentDate": "2034-11-28T23:59:59+00:00",
          "startDate": "2026-11-28T00:00:00+00:00"
        },
        "description": "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.\nOther services include (but not limited to): performance reporting and MI dashboards, Champion/Challenger model for competitive performance, digital innovation and customer experience enhancements.\nSouthern Water requires coverage primarily in the South-East region, with capability to trace and engage customers who may have relocated elsewhere in the UK.",
        "hasRenewal": true,
        "id": "1",
        "renewal": {
          "description": "Southern Water may extend the Framework Agreement beyond the initial 4\u2011year term by giving the Supplier at least three months\u2019 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."
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "title": "Digital \u0026 Engagement Collections",
        "value": {
          "amountGross": 40000000,
          "currency": "GBP"
        }
      },
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "Assessment of operational capability across field and trace services, compliance with regulatory requirements, safeguarding and vulnerability measures, innovation, sustainability, performance management, and mobilisation.",
              "name": "Quality",
              "numbers": [
                {
                  "number": 55,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "description": "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.",
              "name": "Price",
              "numbers": [
                {
                  "number": 45,
                  "weight": "percentageExact"
                }
              ],
              "type": "cost"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2030-11-28T23:59:59+00:00",
          "maxExtentDate": "2034-11-28T23:59:59+00:00",
          "startDate": "2026-11-28T00:00:00+00:00"
        },
        "description": "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.\nOther 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).\nSouthern Water requires coverage across the South-East region for field recovery, with national reach for tracing customers who have moved outside the area.",
        "hasRenewal": true,
        "id": "2",
        "renewal": {
          "description": "Southern Water may extend the Framework Agreement beyond the initial 4\u2011year term by giving the Supplier at least three months\u2019 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."
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "title": "Trace, Recovery \u0026 Legacy Debt Management",
        "value": {
          "amountGross": 40000000,
          "currency": "GBP"
        }
      },
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "Assessment of end\u2011to\u2011end litigation capability, legal compliance, proportionality, risk and governance processes, reporting, customer vulnerability handling, enforcement oversight and mobilisation.",
              "name": "Quality / Technical",
              "numbers": [
                {
                  "number": 70,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "description": "Evaluation of total modelled annual cost based on submitted litigation stage pricing, including pre\u2011legal work, claims issuance, judgment handling, enforcement oversight and associated reporting costs.",
              "name": "Price",
              "numbers": [
                {
                  "number": 30,
                  "weight": "percentageExact"
                }
              ],
              "type": "cost"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2030-11-28T23:59:59+00:00",
          "maxExtentDate": "2034-11-28T23:59:59+00:00",
          "startDate": "2026-11-28T00:00:00+00:00"
        },
        "description": "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.\nOther 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.\nSouthern Water requires coverage across the South-East region for core litigation activity, with ability to manage enforcement and court proceedings nationally where required.",
        "hasRenewal": true,
        "id": "3",
        "renewal": {
          "description": "Southern Water may extend the Framework Agreement beyond the initial 4\u2011year term by giving the Supplier at least three months\u2019 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."
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "title": "Litigation Management",
        "value": {
          "amountGross": 40000000,
          "currency": "GBP"
        }
      },
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "Assessment of probate handling capability, accuracy in deceased account verification, sensitivity and ethics in engagement, legal compliance, innovation, sustainability, reporting, and mobilisation.",
              "name": "Quality / Technical",
              "numbers": [
                {
                  "number": 70,
                  "weight": "percentageExact"
                }
              ],
              "type": "quality"
            },
            {
              "description": "Evaluation of total modelled annual cost based on the supplier\u2019s pricing for probate case management, estate verification, executor liaison, reporting and any associated service elements.",
              "name": "Price",
              "numbers": [
                {
                  "number": 30,
                  "weight": "percentageExact"
                }
              ],
              "type": "cost"
            }
          ]
        },
        "contractPeriod": {
          "endDate": "2030-11-28T23:59:59+00:00",
          "maxExtentDate": "2034-11-28T23:59:59+00:00",
          "startDate": "2026-11-28T00:00:00+00:00"
        },
        "description": "SWS are seeking a supplier for sensitive management of deceased customer accounts, including probate verification, executor engagement, and estate settlement.\nOther 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.\nSouthern Water requires coverage across primarily the South-East region, with flexibility to handle probate cases involving executors or estates located elsewhere in the UK.",
        "hasRenewal": true,
        "id": "4",
        "renewal": {
          "description": "Southern Water may extend the Framework Agreement beyond the initial 4\u2011year term by giving the Supplier at least three months\u2019 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."
        },
        "status": "active",
        "suitability": {
          "sme": true
        },
        "title": "Probate \u0026 Deceased Account Management",
        "value": {
          "amountGross": 40000000,
          "currency": "GBP"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procedure": {
      "features": "Southern Water will run a Competitive Flexible Procedure that begins with an initial PQQ shortlisting, followed by the ITT stage where technical and commercial submissions are evaluated. Multiple tendering rounds may be used, including clarification stages, presentations, and a commercial re\u2011submission (BAFO). Throughout the process, SWS may negotiate with bidders to refine proposals, clarify delivery approaches, and adjust or further define the award criteria where permitted under the Procurement Act 2023. Each round will be used to progressively test capability, improve value for money, and differentiate suppliers, leading to final moderated scoring and selection of the highest\u2011ranked bidder(s) for each Lot."
    },
    "procurementMethod": "open",
    "procurementMethodDetails": "Competitive flexible procedure",
    "specialRegime": [
      "utilities"
    ],
    "status": "active",
    "submissionMethodDetails": "The procurement documents are available for unrestricted and full direct access, free of charge, at\nhttps://southernwater.bravosolution.co.uk/\nAdditional information can be obtained from the above-mentioned address\nTenders or requests to participate must be submitted electronically via\nhttps://southernwater.bravosolution.co.uk\nTenders or requests to participate must be submitted to the above-mentioned address\nIf you are interested in bidding for this tender, please be aware that you will need to have registered on the central digital platform before you will be able to bid. This will require you to complete some information and then you will be provided with a unique identifier. For more information on how to register, please follow the below link:\nhow to register on the CDP",
    "submissionTerms": {
      "electronicSubmissionPolicy": "allowed",
      "languages": [
        "en"
      ]
    },
    "techniques": {
      "frameworkAgreement": {
        "description": "Orders under the Framework Agreement will only be awarded where the Supplier continues to meet key conditions, including satisfactory performance against all contractual requirements and service levels, no adverse change in financial standing, ownership or operational capability, continued maintenance of required insurances, and compliance with any parent company guarantee or performance bond obligations.\nFor Lot 1, Southern Water will award Orders on a 50/50 allocation split between the two appointed suppliers, subject to ongoing compliance with the above conditions.\nFor Lots 2, 3 and 4, Orders will be placed via direct award to the sole appointed supplier for each Lot, provided these conditions continue to be met. Southern Water may choose not to award any Order if a Supplier breaches any of the required conditions.",
        "isOpenFrameworkScheme": true,
        "method": "withoutReopeningCompetition",
        "openFrameworkSchemeEndDate": "2034-11-28T23:59:59+00:00",
        "type": "closed"
      },
      "hasFrameworkAgreement": true
    },
    "tenderPeriod": {
      "endDate": "2026-03-04T16:00:00+00:00"
    },
    "title": "Collection \u0026 Recovery Services",
    "value": {
      "amountGross": 40000000,
      "currency": "GBP"
    }
  }
}