Customer Targeted Debt Management
ISBN: 1 84057 465 8
UKWIR commissioned Accent to conduct research into intelligent claiming and the DWP Water Direct scheme. The research comprised desk research, an all-company survey, depth interviews with representatives of nine companies and research among customers who had been, or were, on the DWP Water Direct scheme.
As customer data improves, companies are increasingly able to use litigation in a more targeted and more effective way. However, improvements could be made, primarily in the way the courts and water companies work together and the degree to which landlords, particularly council landlords, can be encouraged to share occupancy information.
Customers would like the DWP Water Direct scheme promoted more widely and extended to include Incapacity and Sickness benefits and customers in receipt of qualifying benefits but without arrears. There is scope for the industry to work with the DWP to improve the exchange of customer information to increase uptake.
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