Marston Group has developed an enviable reputation for effective and ethical execution of liability orders for unpaid council tax and non-domestic rates. This is based on forming close working relationships between:

  • our Certificated Enforcement Agents (CEAs)
  • local authority client recovery team officers
  • local debt advice groups

Our unique approach ensures that:

  • amicable recovery is available to the customer at minimal cost
  • where the customer wants (or needs) debt advice, this is facilitated by our CEA and as a result
  • the local authority debt is prioritised
  • realistic payment plans are negotiated and agreed by the debt advice group
  • enforcement is the last resort
  • removal of goods seldom occurs

At Marston Group we prefer to become involved at the earliest possible stage in the recovery process. For example, by sending the "14-day letter" on your behalf we are able to assist in the collection of information which could result in denial of liability, claim of vulnerability or latest employment, benefits, contact numbers.

If the customer fails to make contact at this stage, one of our Certificated Doorstep Attending/ Enquiry Officers will visit the property to confirm: whether the debtor still resides at the address and if unable to make contact, to leave an appropriate contact letter. Where contact is made the officer will try to identify vulnerability or any other reason why assistance is necessary - and then offer that assistance. If the debtor is no longer at that address, the officer will obtain details of the current resident and try to obtain a new address - and forward the information to the client.

Where the debtor offers to pay, the officer will collect full payment, or part and set up a payment plan with our Customer Contact Centre (CCC). If no contact is made the contact letter gives full details of how to pay our CCC in full or by arrangement plan.

Enforcement

In cases where the debtor is contacted but refuses to pay, the case is progressed to a Certificated Enforcement Agent, who will visit the debtor to enforce the Liability Order.

Post Enforcement Recovery - including aged council tax debts

Where no contact has been made, we pass the case to our Debt Management Centre for "post enforcement" recovery action, which includes:

  • tracing
  • letter and telephone recovery
  • doorstep collection

Arrest warrants

Marston Group Arrest Officers receive bespoke City and Guilds accredited training and are audited regularly to ensure they maintain the required standards. Whilst we realise that arrest is a last resort for local authorities, we believe that arrest should be carried out professionally, courteously and as discretely as possible - with minimal risk to the customer and to our officers. As a result we ensure that officers receive extra training in conflict resolution, restraint techniques, risk assessment.

Pre Litigation Report

Where previous recovery options have been unsuccessful, we can supply a pre litigation report prior to any legal recovery.

The report will provide you with an option based risk assessment with the likely cost of various actions and the value of assets owned by the debtor. This information will help guide your decision regarding possible legal action.

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