Honours Student Loans Case Study

Student Loans Administration

What do we do?Honours

Honours Student Loans manages the administration of student loans for customers of Honours Trustees Ltd in the UK. It outsources its Customer Service Helpline and its arrears payment process to Capita.

Honours Student Loans has been a client of Capita for six years.

What services do we provide?

Customer Management

We handle all incoming customer queries including complaints and general customer questions including those regarding loan payment deferral and notices of sums in arrears.

We also provide a website to help customers with Frequently Asked Questions.

Debt Management

Using an automated collections system (CACS) which includes a workflow management system, we provide a complex end-to-end Debt Management service for Honours Student Loans including:

  • A multichannel contact strategy including letter, telephone (through a power dialler and manual calling), SMS and postcard 
  • early collections calls
  • collections re-entries from customers that have previously deferred their loans
  • pre and post legal collections
  • relationship management of external DCAs (debt collection agencies), DMAs (debt management agencies) and solicitors
  • Tracing customers including a number of have moved abroad

We also deal with customers who struggle to make payments either as a result of changes in employment or who have become disabled or have a long term illness.

Document Management

  • Incoming customer letters
  • We manage returned statements and mail

What are the benefits?

  • The Honours Student Loans (HSL) debt portfolio is reducing over time and by outsourcing these activities the cost to HSL of providing the service reduce exactly in line with the portfolio.
  • HSL as a small company has access through Ventura to a wide range of integrated services e.g. web site hosting, statement production, but is able to enjoy large company discounts.
  • A bespoke end to end collections service for Honours but through Capita with the benefit of access to collections best practice across the range of industry sectors.

Honours have recently renewed their relationship with Capita which included a review by the credit rating agencies. This reflects the partnership approach between the organisations and the clear goal of delivering a cost effective service as the portfolio continues to liquidate.

"Over the tenure of our relationship Capita have constantly looked at ways to maximise the value of the portfolio through new ideas and innovative ways of working", 

(Honours Student Loans).

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