Richburns Ltd

Richburns Ltd: debt resolution for the British utility sector

Richburns Ltd is an agency based in Romford (Essex, United Kingdom) that focuses on debt resolution and revenue protection for utility companies, mainly in the electricity and gas market. The company presents itself as a specialist in this field and states that it works exclusively for the leading companies in the sector, which rely on its expertise, technology and team to achieve results in managing unpaid debts.

Recovery and revenue protection services

The company describes a portfolio of services focused on debt recovery using traditional and modern techniques, tailored to the electricity and gas market. The services it details include:

• Debt resolution: a comprehensive service using proven collection techniques, covering pre-disconnection visits and warrant executions on behalf of companies in the sector.
• Revenue protection: representatives specially trained to handle all types of reported or suspected cases of gas theft or electricity abstraction, in both residential and commercial properties.
• Occupier accounts: the company states it was one of the first debt management companies to assist the major utility companies with the occupier collection process, with over £7 million recovered in this category.
• Vulnerable customers: managing the needs of clients and consumers, with effective debt solutions and careful, respectful treatment.

Structure and team

Richburns Ltd states it has more than 70 central office employees and a field team of 120 agents. This field team operates throughout the United Kingdom and receives up-to-date training in debt recovery and metering services. The company states that representatives are continuously audited and monitored, and that it has area managers who oversee daily operations and provide assistance when necessary.

A track record since 1999

The company was founded in 1999 and, according to its account, began with an office of ten employees and the award of its first major contract that same year. In 2000 it launched a new CRM called DebtCollect; in 2010 it introduced handheld terminals; in 2016 it launched Utility Manager; and in 2018 it launched Utility Manager Lite and the customer portal. The company describes continuous growth and a customer-focused approach, with strategic advice and collection and metering programmes.

Approach and corporate values

Richburns Ltd states it maintains a reputation for integrity and transparency in the sector, and declares that its policies and procedures reflect the importance it places on health and safety at work and on compliance with best practice. The company communicates openly with its staff and says it encourages personal development and continuous training to maintain high service standards. Its stated values include care, respect, equality, development, integrity and working together.

Relationship with clients and consumers

The company maintains that it works in partnership with its clients to reduce debt portfolios through proven techniques and innovative processes. For consumers, it states that its priority is to keep them informed and in control of their debts and metering issues, identify vulnerabilities, ensure they receive all relevant information and treat them with respect and courtesy, seeking sustainable agreements. Richburns Ltd also notes that, when it identifies vulnerable customers, it passes recommendations to its clients on possible solutions.

Location and contact

Third Floor, North House, St Edwards Way, Romford, Essex RM1 3PP · Phone: 0208 507 1051 · Email: customerservices@richburns.co.uk