Programme: Building Sustainable Repayment Plans for Customers in Default


09:30    Registration and early refreshments.

10:00    Introduction, expectations, housekeeping and outline of the day.

10:15    Icebreaker: Cheat card game.

10:35    Icebreaker Discussion: how did it feel to win or to lose.

10:45    Why is trust important between a collector and a customer in default?

10:50    Group discussion on trust.

11:05    Outline of a budget: income, assets and expenditure. Use of Standard
             Financial Statements (SFS) as a generic blueprint. SFS and relevant Codes.

11:15    Exercise 1

11:30    Coffee break

11:45    Discussion on income issues: tax codes, maintenance, boarders/lodgers
             (rent a room), non-dependent contributions, student loans/grants, benefits
             including any cap, personal injury, self-employment, Section 17 payments,
             pensions and other income (charities, property, etc).

12:15    Exercise 2

12:45    Lunch

13:30    Assets: property, vehicles, savings and other assets.

13:40    Discussion on expenditure issues: General issues; contracts, non-
             disclosure, unrealistic expectations, buy to let distortions, exceeds trigger
             figures, but collectors must have current trigger figures.

13:55    Discussion on expenditure issues: Specific issues; rent (standard rates) and
             easily dentifiable, mortgage calculators, Council Tax (deductions and
             payment options), utility deals, water (social tariffs and water meters), TV
             licence ‘cash easy entry scheme’, childcare costs (free places, Tax Credits
             and salary sacrifice), telecommunication packages, travel (AA route planner
             and breakdown discount schemes), housekeeping (pets and smoking
             cessation) and other expenditure (health (HC1 scheme) and free school  

14:55    Coffee break

15:10    Consideration of SFS information provided by customers to participants.

15:50    Feedback of each customer.

16:10    Review expectations:  Impact on the business of understanding more about
             income and expenditure.

16:20    Final queries and feedback.




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