Contract Management

A quick guide to how we work with our clients, to build productive, lasting relationships.

Account Management

From Day One, you'll have your own dedicated account manager, who's personally responsible for seeing that we achieve everything we've promised. As well as being highly experienced, personable and professional, your account manager will be a Member of CIVEA, the BPA and the IRRV, an experienced enforcement professional and have completed and passed competency training in enforcement law. Your account manager will always be ready to help with any problems – and only a phone call away.


Put simply, you can see your Account Manager wherever and whenever suits you. You can come to us, we'll come to you, or we can meet somewhere else entirely – and all on as little as three hours' notice.

As a minimum, we'll meet quarterly to review our service delivery, contractual issues and key performance indicators, and send you the minutes for approval within 48 hours.


We'll give you your account manager's email address and mobile number before the contract even begins. Once it does, you're free to contact him or her any time you need to. You can also get in touch with any member of your team via your client web access. Every Friday, we'll give you a call just to catch up and make sure everything's OK.

As a Local Authority client, you can call our Client Liaison Team from 0800-1830 Monday – Friday and 0800-1600 on Saturdays. Our dedicated IT helpline connects you directly to our tech specialists: our Finance team have their own freephone number for queries and advice. And if you'd like to talk to someone in person, a member of your Service Delivery Team can visit your offices – or feel free to come to us at any time.