Liberata shortlisted for customer vulnerability award
We are proud to have been shortlisted in the Customer Vulnerability & Support Initiative category at the 2026 Credit & Collections Industry Awards. This highlights our commitment to improving outcomes for vulnerable people through a fair and responsive approach to debt recovery.
Meeting a growing challenge in debt recovery
Our nomination focuses on the growing challenge faced by Local Government. Financial pressure on households has increased sharply, yet many recovery approaches still rely on rigid processes. We developed our debt recovery service, Debt Assist, to support earlier intervention, stronger insight and more compassionate outcomes for residents in vulnerable situations.
How Debt Assist supports this approach
Debt Assist helps us take a more ethical and customer-focused approach to recovery, with greater emphasis on early engagement, tailored support, and long-term financial resilience. That is especially important in the public sector, where the goal is not only to recover debt but also to help residents in a fair, practical, and sustainable way.
Creating a supportive and tailored approach
We improve how vulnerability is identified and understood, so people can access help earlier. Our approach combines predictive insight, personalised engagement and human expertise to support earlier action and more informed decisions. We put affordability and financial well-being at the heart of the process, rather than treating every case the same.
We offer personalised payment solutions based on affordability, plus benefits calculators, budgeting tools, vulnerability registration, simpler communications, translation services and referral pathways to independent debt advice.
Delivering better outcomes for vulnerable customers
Our work demonstrates a measurable impact and shows that our approach is making a real difference for customers, while also supporting stronger collection performance.
Key outcomes include:
- 22.4% of customers contacted through multi-channel canvassing either made a payment or set up a repayment plan
- A 54% follow-through rate on the benefits calculator, identifying an average of £964 per month in unclaimed benefits per household
- 53% of customers identified as vulnerable and given tailored support entered sustainable payment arrangements
- Vulnerable customers were 51% more likely than non-vulnerable customers to sign up to our customer portal
Together, these results show that fairer support and stronger collection performance can go hand in hand.
The Credit & Collections Industry Awards
The Credit & Collections Industry Awards celebrate excellence and innovation in the UK debt recovery sector. We’re pleased our work with vulnerable customers is recognised in the 2026 shortlist.
This year’s awards take place in Nottingham on Thursday, 21 May 2026, and we wish all finalists the best of luck.
