83% of Londoners polled in a survey expressed sympathy for Enforcement Agents (commonly known as bailiffs) who experience verbal and physical violence, while 70% agreed there should be stronger legal penalties for those who are violent.
The survey, commissioned by CIVEA – the principal trade body for civil enforcement agencies in England and Wales – highlights the daily challenges faced by Enforcement Agents and the growing levels of aggression they encounter on the job.
The findings also show strong public support in the city for Enforcement Agents’ work in upholding the rule of law, with 65% agreeing that if people who can pay their council tax refuse to do so, there needs to be a way of collecting the money to support essential public services. However, in contrast, half of those surveyed in London (54.44%) say they would react aggressively or with verbal or physical abuse towards an Enforcement visiting their property.
The survey has prompted calls for two key asks: greater awareness of the legitimate role and legal powers of Enforcement Agents; and stronger partnerships with the police to address instances of aggressive behaviour.
The public survey results mirror the experience felt by Enforcement Agents in London. A parallel survey of over 300 CIVEA members in England and Wales showed over half (56%) face verbal threats at least once a week whilst the majority (58%) say the frequency of threats and physical violence is increasing.
Almost every agent polled (98.7%) called for stronger penalties for members of the public who abuse or assault agents in the course of their duties. Despite the risks they face, close to two-thirds (58%) of agents questioned still said they had not considered quitting their job as a result of the intimidation faced.
Responding to the findings, Russell Hamblin-Boone, Chief Executive of CIVEA, said: “It is extremely worrying to see a rise in reports of physical violence and threats directed at Enforcement Agents, who face significant risks while carrying out their jobs. They work on behalf of local councils to support people in managing their debts, and the survey, which included respondents from London, highlights the growing pressures they experience.
“In the current cost of living crisis, many households are struggling, but there is still a common misconception that Enforcement Agents arrive without warning. In reality, enforcement is always a last resort. It only happens after repeated letters, phone calls and emails have gone unanswered and the council has obtained a court order.
“That’s why early engagement is so important. Councils often have no information about someone’s circumstances until an Enforcement Agent visits. Agents are frequently the first to spot when someone is genuinely struggling behind closed doors. Last year alone, they helped more than 350,000 vulnerable people access the support available from their local councils.
“We recognise that speaking with an Enforcement Agent can feel stressful, but violence or verbal abuse is never an acceptable response which is reflected in the responses we received from those who took part in the survey from London.
“Through our Safer Enforcement campaign, we are working to educate the public about the lawful role and powers of Enforcement Agents, and we will continue to work closely with police forces to ensure that assaults on agents are taken seriously.”
The public survey also found that little more than half of the London public (53%) are aware that the money collected by Enforcement Agents goes towards funding vital public services, such as schools, libraries, adult and children’s care, and road repairs. Last year, Enforcement Agents recovered around £1 billion for councils, money that keeps classrooms open, supports families in need, and helps maintain the communities the public rely on.
Russell added: “Across the country, councils are facing severe financial strain, making it harder to deliver vital services. Collecting unpaid council tax is essential to ensure that support is focused on those who genuinely cannot pay, while taking appropriate action against those who choose not to.”
CIVEA is the principal trade association representing civil enforcement agencies in England and Wales. CIVEA represents approximately 40 firms that make up more than 95% of the entire enforcement industry.
