Echo Logo

Two year contract extension with Scottish Power

From the Knowledge Centre

Scottish Power, one of the UK's leading providers of gas and electricity across the UK, has extended its contract with Echo's Grosvenor Services.

We are pleased to announce a two year extension to our contract with Scottish Power, in the provision of ethical and fair debt collection for its customers. Grosvenor Services, a part of Echo, has been working with Scottish Power for over a decade to face key debt management challenges such as ensuring compliance with FCA regulations and balancing maximising returns against the fair treatment of customers.

Much of the work we have undertaken has been focused on ensuring customers are treated fairly - identifying and protecting those who are vulnerable, as well as assessing customers' abilities to pay.

We look forward to continuing to work collaboratively with Scottish Power in facing the unique challenges presented to those working in the energy sector. In offering a multi-channel engagement strategy for customer contact, including phone, letter, email and field visits, we have consistently achieved an average customer contact success rate of over 80%. We will continue to work as an extension to Scottish Power and to do the best job we can, with our overarching prerogative being to reduce bad debt levels in a fair and ethical manner, so to ensure customers are treated fairly in debt recovery.

"We are really pleased with the work we've been doing with Grosvenor - our 13-year partnership is a reflection of that. The business has been a leading provider of live debt collection services to Scottish Power and helped ensure we can maximise returns whilst always achieving the fairest and most appropriate outcomes for our customers."

Marion Pretswell, agency manager of domestic debt operations, Scottish Power

Suggested Further Reading

Knowledge Centre: Research

Counting the cost of debt recovery

Share this article

More in the Knowledge centre

More News

News

Echo holds summer of support event for its teams

For the past six weeks, Echo has been holding a remote summer of support event for its employees across three…

Read
News

Echo Managed Services strengthens its board as Aptumo grows

Echo Managed Services, the UK water sector service and software specialist, is building on the success of its new Aptumo…

Read
News

Introducing Echo's 2020 CCMA UK National Contact Centre Award Finalists

Two Echo Managed Services employees have been named as finalists in the 2020 CCMA UK National Contact Centre Awards...

Read
News

West Midlands community hub scoops Customer Satisfaction Innovation award

Echo & South Staffs Water win customer satisfaction award from the Institute of Customer Service.

Read

More Debt Recovery & Revenue Management

News

Calls for a crack down on dangerous tamper tutorials

Social media companies have a duty to crack down on the numerous dangerous energy meter tamper tutorials present on their…

Read
News

86% of UK residents think energy companies must do more to tackle meter cheating

This is a worrying view from consumers and indicates that energy theft investigation may be viewed more as a cost…

Read
News

A quarter of UK residents would turn a blind eye to energy theft

What does the UK think about energy theft? Read to find out the latest studies, statistics and opinions on this…

Read
Blog

Spotting the signs of Energy Theft

Lloyd Birkhead discusses the growing danger of Energy Theft, the signs of meter tampering and how to prevent this.

20 November 2018 by Lloyd Birkhead

Read

Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122

Call

...or simply email us for a quick response.

ask@echo-ms.com

Send email