DMBM804020 - Time To Pay: monitoring the arrangement: reviewing Time To Pay

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When discussing why the customer was unable to pay in full and negotiating a Time To Pay (TTP) arrangement the customer may have advised of an anticipated change in their circumstance that will affect their ability to pay, see DMBM803050.

Based on this we should have agreed a review date with the customer.

The customer must contact us on or before this review date to advise us of the current situation and their ability to pay. If they do not you should review the case and consider contacting the customer by phone or by letter (TTP28) to find out their current situation. If the customer does not respond and we are unable to review their circumstances you should consider cancelling the arrangement.

Change in payments after a review

Where the review has shown that there has been an increased ability to pay you will need to record a note on the system and amend the arrangement on DTR or IDMS as appropriate. You should send out a revised TTP agreement letter advising of the new payments. Where payment is being made by Direct Debit you should alter the Direct Debit payments using NDDS

Decrease in payments

Occasionally a customer will contact you (or you will contact them) and they will advise that they cannot afford to maintain the TTP agreement. Where this is the case you should carefully consider their individual circumstances and whether to accept any revised proposals.

If you cannot accept their new proposals and they are currently behind with payments you should cancel the arrangement straight away. If they are currently up to date you should wait until they fail to make a payment. For instructions on cancelling a TTP see DMBM804200.