TV licence collectors have “fallen short” of the standards the BBC expects, the corporation’s director general has claimed following reports that they are deliberately targeting vulnerable people who have not paid.
Enforcement officers at Capita are ordered to catch 28 evaders every week and promised incentive bonuses of up to £15,000 a year, according to a newspaper investigation.
The company is reportedly paid £58 million a year to collect licence fees for the broadcaster, and its staff were said to have targeted vulnerable people, including a war veteran with dementia and a young mother in a women’s refuge.
In a letter to Capita’s CEO Andy Parker, the BBC’s Tony Hall expressed his “serious concern” about the reports and called for “urgent clarification and reassurance” that vulnerable people were not being “targeted”. He wrote: “Enforcement is clearly important for public confidence in the licence fee system.
“However, it must always be carried out in a way that is fair and reasonable. In particular, it must deal sensitively with vulnerable people.
“There is a very clear Code of Conduct that sets out the BBC’s expectations from Capita. It is vital that your Enquiry Officers adhere to it and conduct themselves to the highest of standards.
“Public trust is the cornerstone of the licence fee system. It is clear that, in this instance, Capita has fallen short of the standards the BBC has a right to expect on behalf of the British public.”
Downing Street said ministers would be raising the conduct of the enforcement officers with the BBC.
Why are you making commenting on The National only available to subscribers?
We know there are thousands of National readers who want to debate, argue and go back and forth in the comments section of our stories. We’ve got the most informed readers in Scotland, asking each other the big questions about the future of our country.
Unfortunately, though, these important debates are being spoiled by a vocal minority of trolls who aren’t really interested in the issues, try to derail the conversations, register under fake names, and post vile abuse.
So that’s why we’ve decided to make the ability to comment only available to our paying subscribers. That way, all the trolls who post abuse on our website will have to pay if they want to join the debate – and risk a permanent ban from the account that they subscribe with.
The conversation will go back to what it should be about – people who care passionately about the issues, but disagree constructively on what we should do about them. Let’s get that debate started!
Callum Baird, Editor of The National
Comments: Our rules
We want our comments to be a lively and valuable part of our community - a place where readers can debate and engage with the most important local issues. The ability to comment on our stories is a privilege, not a right, however, and that privilege may be withdrawn if it is abused or misused.
Please report any comments that break our rules.
Read the rules here