How civil enforcement firms support safe and responsible enforcement.
Civil enforcement activity involves engaging with and supporting people in a wide range of circumstances. Ensuring that this interaction takes place safely, professionally and respectfully is a priority for enforcement firms and certificated enforcement agents.
Enforcement firms operate within a regulated framework and have continuously invested in improved processes, technology and training to support fair outcomes, while also protecting the safety of enforcement agents carrying out their legal duties.
Encouraging earlier engagement
One of the most effective ways to support safe enforcement is to resolve cases before a face-to-face visit is required. The Compliance Stage is designed to encourage early contact and give individuals the opportunity to understand the reason for enforcement action, make payment, seek advice or discuss their circumstances. On average, 40% of cases are resolved at this stage without a visit.
Enforcement firms use a range of communication methods, including letters, telephone calls, emails and text messages, to encourage engagement and provide information about available options. Where individuals engage in this process at an early stage, many cases can be resolved without the need for an enforcement agent to attend a property.
This approach benefits everyone. Individuals have more opportunity to resolve outstanding debts at an earlier stage, while enforcement agents only attend cases where further action is necessary.
Enforcement firms seek payment from those who can pay but have chosen not to, while ensuring appropriate consideration is given to those who may be unable to pay or require additional support.
Safe and professional enforcement visits
Where an enforcement visit is required, certificated enforcement agents are trained to carry out their role professionally, respectfully and in accordance with legal requirements and the standards of conduct set by the Enforcement Conduct Board (ECB).
An enforcement visit is not always about taking control of goods. It provides an opportunity to explain why enforcement action has been taken, discuss the circumstances of the individual and consider whether there are appropriate ways to resolve the matter. Enforcement agents are required to communicate clearly, treat people with dignity and consider information that may indicate vulnerability or affordability concerns.
The enforcement sector has always adapted to changes in society, including the increase in vulnerability cases following the COVID-19 pandemic. Many firms have introduced specialist teams, enhanced training and improved processes to help identify and support people who may need additional assistance.
The role of body-worn video
All CIVEA members equip their enforcement agents with body-worn video (BWV) cameras. BWV is an important tool in supporting transparency, safety and accountability. It provides an accurate record of interactions and helps protect both individuals and enforcement agents.
The use of BWV can:
The purpose of BWV is not to intimidate people. It is a safeguard that supports fair, professional and transparent engagement.
Supporting enforcement agent safety
Enforcement agents carry out a challenging role, often visiting people who may be experiencing financial difficulty, stress or difficult personal circumstances. While most interactions are professional and constructive, enforcement agents can sometimes face hostility, threats or unpredictable situations while carrying out their duties. Enforcement firms have a responsibility to support the safety and wellbeing of their employees. This includes providing appropriate training to help agents manage challenging conversations, recognise vulnerability and respond appropriately.
These measures help ensure enforcement can be undertaken fairly, professionally and transparently while recognising the importance of protecting everyone involved.
Using technology to improve outcomes
Technology continues to support safer and more effective enforcement. Accurate information systems, digital communication, case management tools and vehicle identification technology help firms make contact more efficiently and ensure enforcement activity is targeted appropriately. By improving communication before a visit takes place, technology can help reduce unnecessary attendance, support earlier resolution and improve the overall enforcement process.
What can you do if an enforcement agent contacts you during the enforcement process?
Supporting people who need advice
Those experiencing financial difficulty can access free, independent advice from a wide network of support organisations. CIVEA partners with the National Support Network to help individuals access support on issues ranging from debt and housing to mental health and employment. Further information and support are available through the National Support Network.
Maintaining public confidence
Safe and responsible enforcement depends on professionalism, clear communication and appropriate safeguards. Enforcement firms are committed to ensuring that enforcement activity is carried out fairly, proportionately and with respect for individuals, while also protecting the certificated enforcement agents who are part of an important legal process.
Through early engagement, improved technology, body-worn video, specialist support and ongoing training, the enforcement sector continues to develop safer ways of working that support better outcomes for everyone involved.
Related article: How much do you know about certificated enforcement agents?
Related article: What really happens when a debt reaches enforcement?
For general enquiries only, you can contact us by email at info@civea.co.uk.
CIVEA is unable to consider complaints about its members. If you have a complaint or concern about one of our members, please go to our complaints page for more information.
