Do the right thing, Adviser's and creditors experience of best practice ...

Advisers’ experienceof best practiceAdvice agencies have a difficult job: the recessionhas increased demand for advice and the peopleseeking advice often have very complex problems,which require a great deal of time and effort toresolve. When advisers come across creditors whodo the right thing, they really appreciate it: stress onclients is reduced, cases are resolved more quickly,and limited resources can be focused on people indebt who simply cannot deal with matters on theirown. Advisers told us that best practice includes:• Recognising and dealing with vulnerability.• Signposting or referring people for help.• Stopping collections activities for at least 30 daysafter a person has sought advice, and extendingthis if a person needs it.• Treating people who carry out their ownrepayment negotiations in the same wayas those represented by an advice agency.• Having specialist teams on hand to dealwith advisers’ correspondence andtelephone enquiries.• Responding to offers and enquiriesin timely fashion.• Answering queries and communicating ina way that is clear and easy to understand.• Accepting offers of repayment basedon reasonable expenditure.• Keeping the cost of debt down by freezingcharges and interest.• Providing standing order details or free-to-usepayment cards.• Stopping enforcement action if an alternativesolution can be found.• Creditors matching a person’s debt repaymentand writing off debt.• Carrying out reviews on an annual basis.• Giving as much information as possibleto organisations that act on their behalf.These practices are already being carried out bysome or all of the creditors who contributed to thisreport. These creditors are listed in Appendix 1 andare referred to throughout this report.We will now set out the practical steps webelieve creditors should take in order to achievebest practice.By working with the CAB service and developing ourrange of schemes for customers in financial difficulty,including the Assist Tariff, we have actually seen therecovery rates from this group go up and customerswho have previously avoided contact are nowinteracting with us well. 1 ”Wessex Water1. For details of Wessex Water’s schemes, including the Assist Tariff,see the website: wessexwater.co.uk3