The Enforcement Sector: Knock, knock, knocking on People’s Doors’
Delroy Corinaldi, ECB Board Member.
I’ve knocked on a few doors in my time.
As a child, it was Mrs Whitening’s front door, often followed by the warning: “Wait until I tell your mother.” as I ran away. As a student, it was hundreds of front doors while working as a postman during university holidays.
Recently, I found myself knocking on doors once again. This time, as a Board Member of the Enforcement Conduct Board (ECB), shadowing an enforcement agent on an early morning round of visits to people with outstanding debts.
I approached the day with mixed feelings. Growing up, my family had occasionally been on the other side of the door. I still remember the anxiety an unexpected early morning knock could bring.
My role was not to endorse what I saw, nor to draw conclusions from a single visit. It was to observe and better understand how regulation, standards and lived experience intersect in practice.
The enforcement agent was professional, calm and equipped with a body-worn camera that provided accountability and protection for everyone involved.
One conversation stayed with me. A mother became visibly distressed as her adult son, who had lost his job, spoke with the enforcement agent about an unpaid debt. It was a reminder that debt rarely affects only one person. Its impact often extends to families and communities.
The enforcement sector handles millions of cases each year and returns more than £1 billion annually to creditors. At the same time, expectations around fairness, accountability and transparency continue to grow.
For me, the most important lesson was about governance.
Data, reports and complaint statistics tell us what is happening. Direct observation often helps us understand why. Good governance requires both.
A fair enforcement system must work for creditors seeking recovery, enforcement professionals carrying out difficult work, and vulnerable individuals experiencing financial hardship. Achieving that balance is not always easy, but it is precisely why independent oversight and strong regulation matter.