We are changing the face
of debt resolution.

At Bristow & Sutor, we blend experience, technology and unique analytical insights to ensure we provide the optimum support infrastructure. This approach ensures we lead the way in debt resolution, both in our superior collection performance and our unparalleled levels of service to clients and customers.

Susan Ring

Chief Operating Officer

Expertly supported

Surrounded by experience

Our industry-leading NPS and client satisfaction scores reflect our commitment to service excellence and continuous improvement. We have developed long-term client partnerships based on service, trust and transparency, which cements our reputation as the market leader in both collection performance and service delivery. Across the Group, across all debt types, we maintain exceptional client retention.

Our collection teams, from our contact centre agents to our enforcement agents, have extensive experience in the debt recovery space. Our best-in-class specialist training and development ensures our agents are equipped to confidently engage with customers in an ethical, fair and consistent way, identifying circumstances with sufficient substance to inform appropriate, workable resolutions. Connecting better with our customers allows us to collect better, maximising collection performance for our clients and facilitating the best outcomes for both parties.

Our enforcement account management meets regularly with Bristow & Sutor, fostering a collaborative relationship and ensuring open lines of communication. Any issues or queries raised are responded to promptly and comprehensively, often with proactive solutions that enhance our operational effectiveness. Bristow & Sutor’s commitment to service quality, responsiveness, and innovative problem-solving has proven invaluable in our enforcement efforts, and we have full confidence in their capability to deliver on their commitments."

Salford City Council

Expertly supported

Empowered by technology

We’ve invested in technology to amplify all areas of our business, building a robust, digitally enhanced platform that shapes and defines both the client and customer experience. This supports our ‘Connect Better, Collect Better’ philosophy.

As part of the ‘Collected’ platform, our case management system allows us to adapt our approach for each client and develop targeted debt recovery strategies in line with individual client requirements. The portal provides clients with real-time, secure access to their caseloads and the ability to view progress, workflows and reporting dashboards – all contributing to increased transparency and client engagement.

Recognising the shifting trends in the digital landscape, we continually explore how to use technology to better support our customers. This includes innovative and award-winning solutions which span multi communication channels and payment methods, to deliver an accessible, secure, convenient and frictionless method for customers to resolve their debt.

Performance, amplified by technology

Expertly supported

Optimised customer journeys through behavioural science

We are firm believers that if we connect better, we collect better. When we apply optimal recovery strategies for each customer, we achieve faster and better collection at an earlier stage and improve the outcomes for our customers.

Bristow & Sutor work with partners and experts in behavioural science to identify the best ways to communicate with customers, adopting new channels and innovative communication techniques to make connections count and count earlier in the debt recovery process – increasing compliance stage collection and reducing the need for enforcement visits.

Embedding behavioural science is not just about improving customers’ propensity to pay to increase recovery rates and drive efficiencies; it is about being customer-centric in our thinking and empathetic in our approach. We use behavioural science techniques to continually enhance how we communicate, reducing complexity, increasing clarity of the process and maximising customer engagement.

We work with customer focus groups to better understand their perspectives, circumstances, and the barriers they face to making payment, and with this knowledge, make solution-orientated adjustments to our recovery strategies. Our purpose is to change the face of debt resolution in the UK; we are leading the way for the benefit of customers, clients and importantly society as a whole.

Our services

Bristow & Sutor provide effective end-to-end debt resolution services across all debt types to UK local authorities, and local and central government.

Explore our services

“We are extremely satisfied with the high-quality service provided by Bristow & Sutor. Their impressive collection rates include recovering up to 63% of Council Tax debts referred since April 2019.”

Bolsover District Council – a partner since 2006

We are digital by default

Bristow & Sutor embrace the latest digital technologies and deep analytical insights to enhance our operational and collection performance, and redefine and enhance customer experience.

Learn more