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News for Members

09 May 2017

CCA Annual Convention 2017 - Workshop Overview

The CCA's Annual Convention 2017 featured an interactive workshop programme with three concurrent sessions taking place:

Understanding the Digitally-Savvy Customer in 2017

A thought-provoking presentation by social media expert, David Taylor aimed to offer guidance on the six steps to gearing up for the digital revolution.

David started by talking about the power of social media, using the US Election and Donald Trump as a prime example.  He went on to explain the changing behaviour of the UK's residents, how they consume content and the latest developments in communication. 

David posed the question 'who owns your brand?' and explained the concept of the corporate 'digital footprint'. He encouraged the audience to think beyond their own company web presence and corporate social media accounts and consider the influence (both positive and negative) of their staff and agents' personal and professional social media activity on their company's brand.

The components of a social media strategy were explored and members were invited to think about how they use social media themselves currently, how they create content and who manages their digital presence.

David finished by talking through his Dnasix™ model and the six steps to creating the modern, digital SME. Members were asked to complete a short survey to check their socially adaptive business score.

A copy of the presentation slides and Dnasix™ score sheet are available on request by emailing  Our members may also be interested in buying David's latest book, The Business of Being Social which explains how to use social media to create powerful, integrated social media strategies for their own firms.


Self Employed Agents v Employed Collectors - Peninsula UK

Ceri Davis, Barry Quinn and Peter Sheridan presented an interesting workshop for our members who may be facing the dilemma of whether to take the employed or self-employed route for their agents.  Here's a quick summary of the content:

The issue of the ‘gig economy’ is currently in the spotlight with significant cases involving the likes of Uber, City Sprint and Excel, which examine the relationship and definition of employees, workers and the self-employed. There are implications here for employment rights, pension contributions and in the future, National Insurance contributions. 

Control in the relationship between the two parties is critical, with a genuinely self- employed person able to select or turn down work at will, with no sanction against them. Major players in the world of credit have taken different routes, and there are both potential benefits and pitfalls in either decision. One gives more control but there are increased financial implications with holiday pay, breaks and pensions. 

The genuinely self-employed will provide their own equipment to do the job and insure against failure.  Do they control their working day and are they in business in their own account? As the tribunal cases have shown, just because it says self-employed in the documentation does not mean they are self-employed in the eyes of the law. If in doubt about employment status, Peninsula will provide advice.

To find out more or get some free advice, contact Barry Quinn at Peninsula on 07772 320508 or email

Regulatory Compliance - Shakespeare Martineau

Richard Ellis and Laura Harvard talked through the issue of vulnerable customers and the importance of continuous assessments regarding affordability.  Here's a summary of the content of their presentation:

The Financial Conduct Authority have made it clear in their 2017/18 Business Plan that the issues of creditworthiness/affordability and in addition vulnerable customers remain at the forefront of their areas of focus so far as authorised firms are concerned. CONC 5 and 6 stipulate that a customer’s creditworthiness must be considered both prior to a loan being entered into; and also if the customer subsequently requests a substantial increase in their borrowing. Home collected credit firms are entitled to make assessments proportionate to the size and type of loan. There is no obligation to use a credit reference agency as part of the process, but sharing real time data is the FCA’s increasing preference. 

Turning to vulnerable customers, the generally accepted definition includes both physical disability and mental health issues. Vulnerability can be either short or long term, and can be triggered by a variety of life events such as bereavement, divorce, or job loss. Through your agents, home collected credit firms should be well placed to identify an event when it occurs. However, it is then vitally important that a firm has the appropriate infrastructure in place to support the customer, including potentially the use of a specialist internal team. The FCA expect firms to avoid creating barriers which can make the customer’s problem worse.

Richard will be happy to provide our members with a copy of the slides from his workshop.  He can be contacted on

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