We have implemented a number of specific initiatives to ensure that the service we provide support any customer care or anti poverty strategies adopted by local authorities.
Our anti-poverty strategies
We endeavour to make payment arrangements which are based on objective criteria of the debtors ability to pay e.g. by making arrangements on similar terms as would be available under an attachment of earnings order.
We exercise discretion in charging fees by reducing the attendance fee by half in respect of smaller balances.
We ensure that debtors are given advance notification of additional charges through the use of our “ Guidance Notes “ and we ensure that unnecessary multiple visits and charges do not occur through the ability of our computer system to link related liability orders.
We always ensure that debtors are given an opportunity to contact us and resolve matters before we make further visits and thus incur further costs. The minimum period of time allowed between successive visits is four working days.
We also have a policy entitled “ Special Cases “ in our Code of Practice which deals with the treatment of vulnerable groups and Guidance Notes which invite debtors to contact us if they have difficulty in dealing with their affairs so that we can give them details of local advice agencies.
We also have a comprehensive “Treating Customers Fairly Policy” in place.
We will return any cases where the debtor is in receipt of and provides proof of Job Seekers Allowance, Income Support Benefit and Employment Support Allowance if agreed.
We conduct meetings and provide training with agencies such as the CAB to ensue the working practices of Penham Excel are understood and both parties work together in the best interests of local authorities.