Supporting Residents Through Enforcement: Why Dukes’ Customer Hub Was Recognised by CIVEA

Raising standards in enforcement: why Dukes’ Customer Hub has been recognised by CIVEA

Dukes is proud to have its Customer Hub shortlisted for Team of the Year at the CIVEA Excellence Awards, recognising the role the team plays in supporting residents, clients and the wider reputation of the enforcement sector.

The Civil Enforcement Association (CIVEA) represents enforcement companies across England and Wales and works to promote professional standards and best practice within the industry. The bi-annual awards celebrate organisations and individuals who are helping to improve how enforcement services are delivered.

For Dukes, this award shortlisting reflects the work of a team that is committed to demonstrating how enforcement can be carried out with professionalism, transparency and respect.

Changing perceptions of enforcement

Enforcement is often misunderstood. Many residents approach the process with uncertainty or anxiety, particularly during periods of financial pressure.

The Dukes Customer Hub was created to address this challenge directly. Acting as the frontline point of contact for residents at the compliance stage, the team focuses on clear communication and early engagement to help individuals understand their situation and the options available to them.

By taking the time to explain processes in plain language and listening carefully to individual circumstances, the team aims to reduce confusion and support constructive engagement from the earliest stage.

This approach helps residents resolve matters earlier and contributes to fairer outcomes individuals and increased collections for local authorities.

If your account has been passed to Dukes for collection, you can visit our dedicated customer website to find out more about your options, including how to make a payment or set up a payment plan.

Supporting vulnerable residents

Identifying and supporting vulnerable residents is a core part of the Customer Hub’s role.

Contact Centre Agents are trained to recognise potential vulnerability and adapt their approach accordingly, ensuring that individuals are treated with empathy and understanding throughout the process. Where additional help is required, residents are signposted to independent advice organisations or specialist support services.

For residents with more complex circumstances, partnership working with advice organisations plays an important part of our approach, helping ensure that residents are supported in a way that is transparent and collaborative.

Delivering professional and dependable service

Alongside our focus on resident support, the Customer Hub plays an important role in delivering dependable service standards for local authority clients.

The team handles thousands of resident interactions each year across multiple communication channels, maintaining consistent service quality while helping residents navigate the enforcement process with clarity and confidence.

By clear communication and strong operational processes, the Customer Hub demonstrates how enforcement services can achieve positive outcomes while maintaining respect for the communities they serve.

Dukes supports local authorities with the recovery of a wide range of debts, including council tax, parking penalties and unpaid invoices. To learn more about how we support local authority partners, visit our Local Authority Services page.

Recognition for raising standards

Being shortlisted for Team of the Year at the CIVEA Excellence Awards is recognition not only of the team’s work, but also of the wider commitment across Dukes to raising standards within the enforcement profession.

The organisation was previously recognised with the Outstanding Enforcement Agent Award in 2022 and the Excellence in Innovation Award in 2024, reflecting Dukes’ continued focus on improving the reputation of the enforcement sector and bringing recovery practices into the  21^st century.

While awards are never the goal in themselves, they provide an opportunity to recognise the colleagues whose professionalism and dedication help strengthen trust in enforcement services every day.

Dukes is proud of the Customer Hub and the role this team plays in supporting fair, professional and responsible recovery.

If you're a customer struggling to make payment / who has a vulnerability that is impacting your ability to pay, click here to be transferred to our Welfare Hub.