Awards roundup 2025: Recognition across our services
From customer contact to payroll accuracy and ethical debt recovery, this year brought recognition across several respected award programmes. Below is a look back at the wins, highly commended and shortlists that celebrate our people and the outcomes they achieve with customers.
Highlights from 2025
Success first arrived in April at the CCA Global Excellence Awards 2025, where our Customer Services colleagues earned three awards. The recognition reflected consistent service and thoughtful improvements across public-facing operations, supported by coaching, quality monitoring and clear measures that help teams keep experiences reliable for residents and customers.
“These awards are a testament to the incredible work of our team and our partners… we are proud to be recognised for making a real difference,” said Jayne Lawrenson, Customer Services Director.
In May, Debt Assist achieved a double win at our first-ever Commercial Credit & Collections Awards. The nominations highlighted our fair, data-led approach to debt recovery, which supports people earlier, improves engagement, and increases collections without resorting to enforcement.
The judges commented that we “implemented strong working practices and people-focused initiatives, showing a well-rounded approach to innovation that goes beyond just technology.”
Recognition continued in June at the UK National Contact Centre Awards, where our Customer Services team collected two more trophies, this time for leadership, learning, and the work behind dependable day-to-day service, including measurable gains in first-contact resolution.
“This award reflects the collaboration and commitment of the whole team… I’m incredibly proud of what we’ve achieved,” said Rachel Hulme.
Finance operations took centre stage at the APA Awards in October, as our Finance and Accounting team won Public Sector Team of the Year. The result speaks to our dependable performance across complex programmes, with continuous improvement embedded in how the team works, from shared practice and skills development to quick issue resolution during peak periods.
“This recognition reflects the innovation, discipline and sustained commitment of our Finance and Accounting teams… I’m delighted to see it acknowledged at the APA Awards,” said Bob Jones, Finance and Accounting Service Delivery Director.
Also in October, at the IRRV Performance Awards, we were recognised as Highly Commended for two of our entries — Benefits and/or Welfare Reform Team of the Year for our partnership with Swindon Borough Council, and Excellence in Innovation for Debt Assist. Together they underline faster, fairer services for residents and a data-led approach to recovery that reduces repeat debt.
The run continued into November, with our customer services team shortlisted at the ECCCS Awards for Best Approach to Supporting Vulnerable Customers. The shortlist recognises a people-first model backed by training, governance and enabling technology, helping advisers make safe, consistent decisions and resolve needs at first contact.
Rounding off November, our payroll operation was shortlisted for Payroll and HR Provider at The Rewards 2025, acknowledging our accurate, secure payroll at scale and a strong service experience across diverse programmes.
“This recognition is all about our teams… they bring energy, expertise and a service mindset to every pay cycle,” said Joanne Mielniczek, HR and Payroll Director.
What this recognition says about our teams
Common threads in our external recognition awards and nominations are service excellence, fair outcomes for end users, customer focus, and a learning culture that shares best practices.
Above all, they reflect the expertise, diligence and commitment our people bring to their work every day.
