Enforcement Conduct Board Release Our First Of A Kind Report in to Doorstep Experiences
We are pleased to announce the release of a pioneering study we conducted on behalf of the Enforcement Conduct Board (ECB). This first-of-its-kind research examined the compliance of civil enforcement agents (Bailiffs) on the doorstep with established National Standards, providing valuable insights into current enforcement practices, by reviewing footage of body-worn video taken from real interactions.
“This research shines a light on both the strengths and areas for improvement within civil enforcement, and it’s rewarding to contribute findings that can make a tangible difference in how individuals experience these interactions. The findings help the Enforcement Conduct Board to set new benchmarks in this sector, ensuring that those impacted by enforcement action are at the centre of standards.”
Through an in-depth analysis of over 600 randomly selected videos of enforcement agents engaging with individuals at their homes or workplaces, our research found that current standards are breached in approximately 6% of civil enforcement cases.
The findings reveal common breaches, including privacy violations, lack of sensitivity to vulnerable individuals, enforcement conducted outside of appropriate hours, and behaviour potentially embarrassing to the people involved. In addition, there were instances where enforcement agents misrepresented their authority or threatened to confiscate household goods they were not authorised to take.
In addition to identifying these issues, our analysis highlighted numerous examples of good practice, showing a majority of instances where enforcement agents managed interactions professionally and effectively. The footage also revealed occasions where enforcement agents were themselves subjected to abuse and physical threats from the individuals involved.
Our research comes as the ECB launches new standards for the enforcement sector. These standards, supported by both the debt advice and enforcement sectors, build upon the National Standards by setting clear requirements for enforcement agents and their firms to monitor and address any instances of poor practice proactively. The ECB’s new standards will be reinforced by a monitoring and audit process, and a dedicated complaints service will soon be available for individuals who feel they have not been treated fairly.
This initiative by the ECB marks a significant step towards ensuring fairness, transparency, and accountability in civil enforcement. The new framework aims to support both the public and the enforcement industry by establishing tangible standards that reflect the importance of respectful and compliant conduct.
“Our research shows that too many people are currently not being treated fairly during the enforcement process. Six percent equates to tens of thousands of people being impacted every year. This is unacceptable – it must change, and the ECB will ensure that it does. Our new standards set a clear, measurable framework for how enforcement agents should conduct themselves and how firms should operate, placing requirements on them to have robust monitoring processes in place to pick up and address poor practice. Through these comprehensive new standards, our own robust monitoring process and forthcoming complaints’ service, the ECB will be here to stamp out any continuing bad practice and to ensure fairness for everyone who experiences enforcement action. Encouragingly, the research also identified plenty of examples of good practice – this now needs to become the norm for absolutely everyone who experiences enforcement action.”
Chris Nichols, ECB Chief Executive
At M·E·L Research, we are committed to supporting critical research that informs policy and improves practices across sectors. You can read the full report here or get in touch with our team below.
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