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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

Jonathan Horsman

The View from Westminster: Social lenders should explore partnership

Jonathan Horsman
Jonathan Horsman

StepChange: “A rational approach to tech is essential”

Phil Andrew
Jonathan Horsman

“Working with the customer is more positive than pressing for payment”

Jayne Gardner
Jonathan Horsman

The Fifth Estate: Is car finance being too closely followed by the FCA?

The Fifth Estate
Read more stories

Features

Distressed assets: Exploring the Italian opportunity

Distressed assets: Exploring the Italian opportunity

Massimiliano Ciferri
Massimiliano Ciferri looks at how the lands lies in Italy’s non-performing loan market
Read more
Existential threat: The impact of complaints management companies on lenders

Existential threat: The impact of complaints management companies on lenders

Calum Fuller
Payday lenders are leading an increasingly precarious existence amid tightening regulations and, latterly, huge numbers of complaints raised with the Financial Ombudsman Service. Calum Fuller reports
Read more
What’s behind rise in complaints to FOS over short-term lenders?

What’s behind rise in complaints to FOS over short-term lenders?

Calum Fuller
Complaints over high-cost, short-term lenders soared by 130 percent in 2018-19, according the Financial Ombudsman Service (FOS) annual report
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
Safe passage: How chief risk officers are navigating economic threats

Safe passage: How chief risk officers are navigating economic threats

Edition’s highlights:

→ Empathetic collections: United Utilities’ new approach to collections

→ Temperature check: Highlights from the Credit Summit

→ New pecking order: Changes in the preferred creditor regime
Read the issue

Recommended reports

"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

Where next?

In its annual report on the market, the Credit Management and Debt Collection (CMDC) Index, OC&C Strategy Consultants charts different paths to growth for debt purchasers. NIGEL STIRK, partner at the consultancy, reports
Download

Help the aged: A lesson for mortgage lenders

Experts at Credit Strategy’s inaugural Mortgage Conference last month explained that customers are borrowing later in life and for longer. Brokers and lenders believe products for an ageing population need updating
Download

Nothing to fear but the economy itself

Experts at Credit Strategy’s Collections, Debt Sale & Purchase (CDSP) Conference explained how interest rate rises, and other economic factors, should be a warning to consumers.
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
AI and automation in utilities and telecoms 

AI and automation in utilities and telecoms 

A live webinar exploring findings from a major survey of utility and telecoms providers, that unearthed their views on: The use of automation and AI in credit referencing, affordability checks, fraud prevention and more, approach to data capture and deployment and areas of regulatory focus.
Watch the recording

LATEST INDUSTRY NEWS STRAIGHT TO YOUR INBOX

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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
Why more councils need to change their cultural approach to collections
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