New research has shown that debt collectors are breaching national standards in 6% of visits to individuals facing enforcement action.

The study into doorstep interactions in civil enforcement - published by the Enforcement Conduct Board (ECB) - found a noticeable area in which the standards are least commonly met is in acknowledging and taking into account self-identified or obvious vulnerability.

One of the most common areas in which breaches occur is in ensuring that individuals facing enforcement aren’t publicly embarrassed, or have their privacy breached, the report said. 

The findings were made after researchers viewed 935 videos of visits conducted by enforcement agents (EAs) of accredited firms. The research found that 94% of visits complied with all of the national standards. However, a breach of at least one of the standards occurred in 6% of visits. 

In one example reported, a widow had been left with large volumes of debt by her late husband and was unable to pay anything. The EA had told her: ’you’re still able to buy fish and chips though’.

A further example included an EA proceeding with an enforcement action after being told the individual facing the enforcement was in hospital and would not be out for another week. The EA carried on regardless and stated the amount due would increase further if it was not paid that day.

Yet another example cited was an EA who spoke at length with the individual facing enforcement’s landlord about many aspects of the individual’s life - including the nature of his debt - and called the individual in front of his landlord to explain the nature of the debt and that his car will be removed if he does not pay.

The ECB released the research as it released new standards for enforcement work. CEO Chris Nichols said the standards set a ‘clear, measurable framework for how enforcement agents should conduct themselves and how firms should operate, seeking to raise professionalism and reinforce ethical conduct.’

 

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