Debt recovery letter review - People Bank involvement

What our user testers said

How we responded

1. The first line talking about alternative formats is slightly distracting and needs a slight grammar change. Could it also mention Braille?

1. This sentence is written as advised by our Equalities team. It’s been moved to sit at the end of the letter, and the grammar has been tweaked.

2. Should the letter raise the possibility of deductions from benefits to support repayment?

2. Under the Care Act this is not something we can do.

3. The term “commence debt recovery” sounds overbearing. Could it be written in a friendlier way?

3. This terminology is based on advice from legal services to be clear about what may happen next. Therefore, we have not changed it.

4. The team’s name “Accounts Receivable” is not language people will understand. Add a line in front of this to explain what the team is.

4. Text updated to “To make payment or set up an affordable payment plan, please contact our specific team for bills and invoices: Accounts Receivable”.

5. Add a phone number for the Breathing Space support service details.

5. Phone number added.

6. Could the line regarding attempts to engage with the person previously be changed to be friendlier?

6. This wording is based on advice from legal services to be clear about what may happen next. Therefore, we have not changed it.

7. The tables showing owed money at the end could do with a sentence to introduce them.

7. Sentence added “Here is a list of your invoices, with dates and totals outstanding”.

8. Include a list of dates you previously tried to engage with them as evidence.

8. Due to the volume of letters and where this information is kept, it would not be feasible to include this in the letter.

9. Should it reference that the person has previously signed a contract for their care and paying for that care?

9. People do not sign contracts unless they’re using a direct payment. Therefore, we won’t add this to the letters.

10. Where mentioning that East Sussex County Council is there for support, should it mention the numbers at the bottom of the letter?

10. The numbers at the bottom of the letter are for other organisations, not the Council.

11. Is the Direct Debit form enclosed with the amount owed pre-populated on it, and is this sent with a pre-paid envelope to return it?

11. The Direct Debit isn’t for a set amount, but for any future ongoing charges, that will change depending on what is owed. A business reply envelope is included to send the form back in.

12. Changed “Issues” to “Issued”.

12. Wording updated.

13. Remove the phrase “Contact details:” in front of the team names and put “The” instead.

13. Wording updated.

1. Wording about making an affordable repayment plan could be softened as people may be stressed when reading the letter.

1. Wording changed to “Get in touch with us so that we can help you work out a way to repay which best suits you”.

2. Add wording “Please can you either” at start of the ‘What happens next’ section.

2. Wording added.

3. Add a schedule of what will happen next so they know what will happen and when if they do not pay.

3. Each person will be called to discuss their situation. If they then do not pay, we will let them know what will happen next for them individually.

4. Is the introduction line needed regarding the adult’s name if the letter is already addressed to that person?

4. This line has been removed.

5. Change wording from “have not been in contact for some time” to “have not been able to contact you…”

5. Wording updated.

6. Add the word “weekly” to the line about how much their client contribution is.

6. Wording changed to “Please note that your weekly ongoing assessed client contribution of …”.

7. Add the word “would” to the line about encouraging people.

7. Wording updated.

8. Change wording from “may be appropriate” to “may be needed”.

8. Wording updated.

1. Make it clear that it is the attorney, deputy, or appointee being chased for the payment.

1. Letter updated to make this clear.

2. Spell out what DWP stands for when it’s first mentioned in the letter.

2. Acronym DWP spelled out at start of letter.

3. Wording about making an affordable repayment plan could be softened as people may be stressed when reading the letter.

3. Wording changed to “Get in touch with us so that we can help you work out a way to repay which best suits you”.

4. In the ‘What happens next’ section, the wording could be softened as Legal Services has already been mentioned once before this.

4. Wording changed to “Please get in touch with us within 28 days, either to make payment, or to talk about the best way for you to repay the contributions. We may otherwise need to formally raise concerns”.

5. Add wording: “You are recorded as acting as the attorney or deputy…”, and “…of the unpaid client contribution”.

5. Wording added.

6. Add the word “weekly” or “monthly” to the line about how much their client contribution is.

6. Wording changed to “adult’s [weekly/monthly] client contribution of …”.

7. Is it appropriate to have the Breathing Space service contact details on this letter as it’s addressed to the attorney/deputy?

7. Yes, the service can be applied to on the adult’s behalf by the attorney or deputy.

1. Wording about making an affordable repayment plan could be softened as people may be stressed when reading the letter.

1. Wording changed to “Get in touch with us so that we can help you work out a way to repay which best suits you”.

2. The language regarding why you are writing to them could be made simpler.

2. Wording changed to “We are writing to you as you have an outstanding balance of £[amount]”.

3. The letter needs to be direct. Now they aren’t accessing support anymore, need to get straight into the fact there will be legal proceedings if the debt isn’t paid.

3. Adults may be getting support in other ways other than from Adult Social Care. We want to give people the same opportunity to contact us.

4. Change wording: “even when services have now stopped”, and “financial review may be needed”.

4. Wording updated.