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ANALYSIS

The CS Interview

United Utilities’ Michelle Atkinson on overhauling collections

United Utilities’ Michelle Atkinson on overhauling collections

26 Apr 2019 Calum Fuller
As vulnerability rises higher up the agenda for utilities providers, United Utilities head of income – domestic retail Michelle Atkinson explains how shifting focus improved yields
Read full interview

Opinion

Calum Fuller

Editor’s View: Vulnerability now the most important metric for creditors

 Calum Fuller
Calum Fuller

The Fifth Estate: What goes around, comes around... in stages

 The Fifth Estate
Calum Fuller

The View from Westminster: Plotting Andrew Bailey’s next step

 Jonathan Horsman
Calum Fuller

Consumer contributed data is shaping the new credit economy

 Jonathan Westley
Read more stories

Features

Raising standards in managing vulnerable customers

Raising standards in managing vulnerable customers

 Calum Fuller
What can the government learn about vulnerable customers from the private sector? Calum Fuller reports
Read more
Profession responds to body-worn camera plans for bailiffs

Profession responds to body-worn camera plans for bailiffs

 Calum Fuller
The news that the government intends to introduce compulsory body-worn cameras as part of efforts to protect people from rogue bailiffs has provoked a variety of responses from stakeholders across the industry
Read more
BA’s record fine marks sea change in data risk landscape

BA’s record fine marks sea change in data risk landscape

 Calum Fuller
The Information Commissioner’s Office’s (ICO) newly-gained teeth in policing data security standards represent an additional layer of risk to creditors and suppliers alike.
Read more
Quotes by TradingView

Insight tools

Eight things we learned about vulnerability at the Credit Summit

Debt charity Christians Against Poverty undertook an in-depth review of vulnerability and its many forms in its Stacked Against report. At the Credit Summit, director of external affairs Dawn Stobart and social policy manager Rachel Gregory outlined their findings. Here are some highlights

Rise of the machines

A major joint report into AI and automation across financial services, utilities and telecoms

Performance through Accreditation & Education - Spencer Halil & Gerry Kouris, ALPHERA Financial Services

Presentation by ALPHERA Financial Services at the Car Finance Conference 2018

findandfundmycar.com - Adam Mepham, MotoNovo Finance

Presentation by MotoNovo Finance at the Car Finance Conference 2018
Raising standards: What the government can learn about vulnerable customers from the private sector

Raising standards: What the government can learn about vulnerable customers from the private sector

Edition’s highlights:

→ Breathing space: Industry reaction to the vulnerability regime
→ Gearing up: Key lessons from the Car Finance Conference
→ Keeping score: Does credit scoring need an overhaul?
Read the issue

Recommended reports

FCA: Guidance for firms on the fair treatment of vulnerable customers

The Financial Conduct Authority (FCA) has launched a consultation on proposed guidance for firms on the fair treatment of vulnerable customers
Download

Regulating the credit card market: Why we need a cap on costs

The Financial Conduct Authority is failing to adequately protect consumers from high interest costs on credit cards, according to a joint report from the Centre for Responsible Credit, New Economics Foundation, Jubilee Debt Campaign and Research for Action
Download

Cifas Fraudscape 2019

The overall level of fraud in the UK rose for a second year, according to figures from fraud prevention body Cifas
Download

"Energy sector as a whole is not consistently meeting the needs of customers"

An independent report has called for urgent action to be taken by energy companies, regulators and the government to better identify customers in vulnerable circumstances and improve the help and support given to them
Download

Consumers’ access to financial services

A patchwork of improvements and adjustments have been targeted at some groups of consumers, but the basic level of access to financial services is still not universal, the Treasury Committee has found
Download

Access to cash

The use of cash and coins is declining at such a rate it may not remain viable for as long as the public needs it. That was the key finding in the Access to Cash Review by former chief of the Financial Ombudsman Service NATALIE CEENEY
Download

Bank NPL analysis

Banks continue purge of bad debt from balance sheets

The round of half-year results in recent weeks for the retail banks show that lenders are reducing bad debts by up to 76 percent in some cases
Webinar recordings

Making the most of technology in collections from the C-suite to the collections floor

The use of today’s collections technology relieves pressure throughout organisations – benefiting all levels, from senior management to customer-facing staff and consumers in debt. Collections technology has the ability to transform results.
Watch the recording

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Raising standards: What the government can learn about vulnerable customers from the private sector
Existential threat: How much of a threat are complaints management companies to alternative lenders?
Safe passage: How chief risk officers are navigating economic threats
Digital Fortress: Captains of Industry survey reveals FTSE executives’ fears around data protection
Fast lane: Why IFRS 9 is already accelerating debt sale activity
20/20 vision: How Credit Strategy is marking 20 years of representing credit
Rise of the machines
Cultural evolution: How utilities firms overhauled their approach to vulnerable customers
Standing their ground: Amid increased scrutiny from both MPs and regulators, BrightHouse is a lender very much under the microscope.
Opening the vaults: As Open Banking begins, are consumers, banks and third parties taking advantage?
The new normal: Why rising interest rates and consumer debt were key themes at the Credit Summit
The fourth revolution: Industry leaders predict the roles AI will replace
A woman in credit: Starling Bank's founder on growth plans and gender diversity in the UK
OC&C charts the road ahead for debt purchasers and DCAs
How Italy became Europe's most active NPL market
The changes collections firms have to embrace, before it's too late
Why the mortgage market is ripe for innovation
How senior managers will be held accountable for conduct
How government proposals could shake the foundations of utilities firms
The frailty of creditors' cyber crime defences
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