Enforcement sector criticises TV programme for fuelling hostility towards frontline staff

Enforcement agents have criticised a recent segment on Good Morning Britain (GMB), warning that the inflammatory language used risks escalating violence towards workers on the ground.

Amy Collins, the new President of the Civil Enforcement Association (CIVEA), the principal trade body representing the sector, published a response to the programme (which aired on 17 June) on LinkedIn to raise concerns of ‘scaremongering’. Around 100 enforcement agents and professionals from outside the sector have already endorsed the post.

In her blog, Collibs criticised the broadcaster for making serious claims “without context, without verification, and without reflecting how the sector actually operates today.

Collins wrote “As President of CIVEA, I welcome scrutiny and debate. But it must be grounded in evidence, not selective stories that risk misleading the public and undermining confidence in a professional, regulated service.

“If we want honest reform, we need honest conversations. If we want an honest conversation about enforcement, we need to move beyond scaremongering and start dealing in facts.”

CIVEA, which has previously complained to Good Morning Britain over similar reporting, highlighted that the commentary in the recent episode from presenter Martin Lewis, who described the debt collection process as “aggressive” and “pernicious”, creates hostility towards professionals carrying out their work on behalf of local councils.

Recent data from the independent Enforcement Conduct Board (ECB) revealed there were 5,712 threats and 369 assaults against agents in 2025, highlighting the escalating safety crisis for frontline staff. That’s equivalent to more than 16 incidents every single day.

There was also the incredibly tragic case earlier this year of a County Court Bailiff losing his life. A recent public survey showed that 48% of the public would react with verbal or physical abuse toward an agent carrying out a legal court order. However, none of these insights were raised on the programme, which did not contain input from anyone who works directly in the enforcement sector.

The presenters also discussed concerns that enforcement agents are visiting people who are vulnerable. However, there was no reference to enforcement agents playing a critical role in identifying vulnerability. When local authorities lose contact with people, an in-person visit from a trained agent is often the first time complex financial or social issues are uncovered.

Agents refer thousands of vulnerable individuals back to council welfare teams and signpost them to specialist support through CIVEA’s partnership with the National Support Network.

Furthermore, the trade association raised concerns that the programme repeatedly focused on the money enforced by agents, without explaining its vital purpose. Enforcement agents recover more than £1 billion each year for local authorities, revenue that directly funds essential community services, including social care, schools and road maintenance.

Russell Hamblin-Boone, Chief Executive of CIVEA, which represents approximately 95 per cent of civil enforcement agencies in England and Wales, stressed that public discussions must reflect the reality of the sector, saying: “Contrary to popular opinion, enforcement agents are professional, responsible and help millions of people to manage their debts alongside our debt advice partners. Unverified anecdotes do not make for robust policy, and verified, independent evidence shows there are no systemic failures to justify heavy-handed intervention in the way Martin Lewis suggests.

“At the same time, we are deeply concerned about the high levels of physical violence towards frontline enforcement agents, equating to sixteen incidents every day. As part of our Safer Enforcement campaign, I am urging everyone in this discussion to consider the rhetoric used. Terms such as ‘aggression’ and ‘pernicious’ are dangerous hyperbole that puts enforcement agents at risk.”

Amy Collins’ LinkedIn post has attracted dozens of supportive comments. Bola Odunsi, Director of Revenues and Transactional Services at Enfield Council, said the sector should “set the record straight”, adding “We have a right of reply and we do need to change the narrative.”

Dave Chapman, who has tutored enforcement agents and frontline staff on the identification of vulnerability through to signposting and safeguarding, said “Enforcement agents need to be recognised for the empathetic and professional individuals that they are, not the anecdotal bullies the general public are led to believe they are.”

Self-employed enforcement agent Adam Harrison said “Healthy scrutiny and debate are important, but they must be grounded in evidence rather than anecdote, assumption or historical examples presented as though they reflect current practice. As someone currently working on the frontline, I welcome honest conversations about enforcement. What concerns me is when rhetoric and unverified claims begin to replace facts. It’s encouraging to see someone in your position (Amy Collins) reinforcing the importance of evidence, context and the reality of how the sector operates today.”

Mark Whittaker, director at Wilson and Roe High Court Enforcement, said “It’s sad, particularly when we know the progress our industry has made over the years. Complete sensationalism as usual by the media, but that’s just a reflection of society today.”