Help With Debt

Supporting Vulnerable People

Vulnerability and how to respond to vulnerable people are embedded in every part of the enforcement business, from contact centre operators to enforcement agents in the field.

Debt advice charities work closely with CIVEA members to provide training on how to identify and support vulnerable people.

All CIVEA members have either a welfare team or a dedicated individual responsible for managing cases where individuals are identified as potentially vulnerable. These specialists are trained in the use of management tools such as TEXAS and IDEA and are empowered to make decisions about additional support needs. If you are vulnerable, you may be asked by the enforcement company to provide evidence about how your vulnerability affects your ability to pay your debt.

The end of the pandemic has led to more challenges for many people , including poor health and financial issues. The enforcement process has been transformed by firms seeking to engage debtors, identify vulnerability, assess income and expenditure, maximise income and benefits, profile for propensity to pay, ensure repayments are sustained.

Technology has led to investment in vulnerability assessment tools and self-assessment tools to allow debtors to engage with enforcement firms. Local authorities are allowing longer repayment plans and firms use technology to identify vulnerability and the apply multi-channel communications, such as email, text, webchat and apps.