Rundles Achieves BS 22458:2022 Certification – Raising the Standard for Inclusive Service Provision

Rundles is proud to announce that we have achieved BS 22458:2022 certification – the new British Standard for Inclusive Service Provision. This milestone marks an important step in our ongoing commitment to delivering services that are not only effective and professional, but also inclusive, fair, and responsive to individual needs.

BS 22458:2022 reflects a more holistic and outcomes-driven approach to supporting vulnerable customers. It goes beyond identifying vulnerability and instead focuses on embedding inclusive thinking into the design, delivery, and review of services across the entire customer journey.

As a provider of enforcement and debt resolution services on behalf of local authorities, we recognise that many of the people we contact are experiencing complex personal challenges – including financial hardship, mental health issues, disability, or caring responsibilities. The BS 22458 standard ensures that our approach, systems, and people are trained and equipped to respond appropriately and with sensitivity in every situation.

Our certification to BS 22458 reinforces what we’ve always believed – that enforcement is about people, not just process. Our role often brings us into contact with individuals at extremely difficult points in their lives. This standard ensures that we have the right safeguards in place, and that our teams are supported to deliver their work with empathy, professionalism, and integrity.

Amy Collins / Managing Director at Rundles

BS 22458 sets out a structured approach to inclusive service design, based on four key pillars:

• Understanding Customer Needs: Recognising the full spectrum of vulnerability and ensuring systems are responsive.
• Inclusive Communications: Using clear, accessible, and multi-channel communication methods that meet customers where they are.
• Staff Training and Culture: Embedding inclusive practices and continuous learning across all roles, including enforcement agents, contact centre operatives, and support staff.
• Service Design and Review: Building inclusivity into processes and policies – from first contact to resolution – and using data to identify opportunities for improvement.

Achieving certification required a comprehensive audit of our policies, training programmes, technology, and day-to-day practices. Some of the specific initiatives that contributed to our success include:

• A dedicated Welfare Support Team, providing specialist help to individuals facing complex vulnerabilities.
• Mandatory vulnerability and mental health training for all staff, with enhanced modules for frontline teams.
• The use of our intelligent case management platform, Hito Edge, which flags potential indicators of vulnerability and allows cases to be handled with appropriate safeguards.
• Collaborative work with third-sector partners such as Stop Loan Sharks and Money Advice services to support vulnerable debtors with wraparound care.

Rundles’ certification to BS 22458 signals to our local authority partners, customers, and communities that we take our responsibility seriously. As councils face increasing challenges identifying and supporting vulnerable residents, our enforcement agents are often the first public-facing professionals to recognise the signs of vulnerability in the home. This standard recognises that ethical enforcement goes hand in hand with inclusive public service delivery.

At Rundles, we believe that responsible enforcement is built on fairness, transparency, and a deep understanding of individual circumstances. Attaining BS 22458:2022 reaffirms our position as a leader in ethical collections – and ensures we continue to improve, evolve, and support those who need us most.