14. Policy Statement
While we have a legal duty to recover sums due to the council, our policy aims to ensure that collection is both fair and cost effective, and that our approach across the different recovery teams will be professional, uniform and timely.
We recognise that preventing debt is essential and therefore we will always:
- have skilled and trained staff at first point of contact to ensure customers have immediate access to high quality advice.
- aim to distinguish effectively between debtors who cannot pay and those who will not pay.
- develop a culture of payment by encouraging anyone in financial difficulty to contact us promptly to discuss their circumstances.