Press Release

Bristow & Sutor animation explains changes to collections process

November 2020

Bristow & Sutor animation explains changes to collections process

Bristow & Sutor, one of the UK’s leading players specialising in debt recovery, based in Washford, Redditch, recently shared a video entitled, The impact of COVID-19 on the collection process, at last month’s IRRV member conference. They have now made this animation available for anyone to view via the company website and social pages, so that clients, customers and the general public can also be reassured by the safe, fair and transparent methods taking place across the industry. 



The Institute of Revenues, Rating and Valuation (IRRV) conference is an annual event which brings together a variety of professionals, many of whom contribute presentations on their experience and insight for the good of their respective industries. Key talking points at this year’s conference included revenues requirements, the importance of client aspirations and the innovative ways businesses can still deliver measurable services and genuine social valuewhilst remaining empathetic and commercially aware of the national situation.  

Bristow & Sutor tackled the subject of COVID-19 and its impact on the collections process, with Simon Freedman, Solutions Manager – Revenues, presenting his informative and insightful findings, as well as expectations for next year and beyond. This video was well received and Simon now believes that the messages contained within will be of use to a wider audience. He said,  

“The coronavirus has impacted every business and industry imaginable and enforcement firms are not exempt. By focusing on areas such as social value and added value, whilst encouraging prospects to engage months instead of days in advance of contracts being up, change can result in better processes that suit everyone. Adopting a flexible approach to re-engagement during COVID-19 has been an essential requirement and the results have spoken volumes. We hope this video helps illustrate that a solutions approach to the collection process is proving successful and safe for all involved.”



The video is fifteen minutes long and visually depicts the journey Bristow & Sutor has been on since the start of the coronavirus pandemic, through lockdown restrictions and changes and returning to enforcement visits at the end of August.  

Every Bristow & Sutor enforcement agent, formerly known as bailiffs, now possess equipment such as masks, hand sanitisers, antibacterial wipes, disinfectant sprays and gloves as standard. All members of staff have been trained on the use of PPE and must pass an industry approved course before being allowed to conduct visits. They are not permitted to enter properties currently, so any resolution found is done so in a socially distanced manner from the doorstep. Before resuming visits, Bristow & Sutor supplied reconnection letters to debtors, allowing them to set up flexible payment arrangements and discuss changing circumstances. The company has also donated PPE equipment to a variety of businesses including Citizens Advice in Birmingham.  

Since enforcement visits resumed, Bristow & Sutor has reported a 15% increase in contact rates. Despite not entering premises, the company is collecting on more calls than before, with an increase of payment results by 24%. Of all enforcement visits in September, only 4% of cases reported coronavirus symptoms, proving advanced identification efforts are also working well.  

Bristow & Sutor has over 42 years’ experience in the collection of local council tax, non-domestic rates and unpaid Penalty Charge Notices. The company prides itself on delivering an ethical, compliant and high-quality service to the public and private sectors. Bristow * Sutor continues to adhere to the CIVEA Post-Lockdown Support Plan and remains in-line with the latest Government and Public Health England guidance. 


To view the recently released impact on collections animation, visi   

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