BBC warned over licence fee firm
Age UK says pensioners are confused and scared about new TV licensing rules and could end up overpaying
Pensioners will face “horror stories” as the BBC uses a firm – accused by some of aggressive tactics – to force over-75s to pay the licence fee, a charity has warned. Free TV licences for over-75s end on Aug 1, and “outreach” officers from Capita have the job of contacting elderly people to ensure payment. Previous reports accused Capita employees of using aggressive tactics. The BBC said households would not need to do anything until they received a letter.
THE BBC risks leaving pensioners “very distressed” by using a company previously accused of aggressive tactics to enforce rules which come in this Saturday and require many over-75s to pay the licence fee, a charity has warned.
Free TV licences for the over-75s are due come to an end this weekend, and the BBC announced last year that “outreach” officers from Capita, the company tasked with collecting licence fees, would contact elderly people to ensure payment. However, previous reports accused Capita employees of using aggressive tactics which have prompted concerns from charities.
Age UK said that “horror stories” were inevitable as pensioners are pursued for fees, and many of those keen to abide by new rules could end up making extra payments by mistake. The charity has warned that disabled people and dementia sufferers will be among those under pressure to pay up.
Caroline Abrahams, Age UK’S director, told The Daily Telegraph: “The over-75s include many very vulnerable people, among them hundreds of thousands who are sick, disabled, with dementia or other forms of cognitive decline.
“Capita’s record is not unblemished when it comes to how they operate. This scarcely gives us confidence. There will be horror stories. It’s utterly foreseeable and disgraceful that some older people will be very distressed.”
The firm entrusted with ensuring that elderly people pay the licence fee has previously been accused by some of using ruthless collection methods.
Three years ago, the BBC ordered an investigation into reports that Capita employees were using aggressive tactics to target vulnerable people, including one man who was taken to court after forgetting to make a payment even though he had a brain tumour and early onset dementia. The case was only dropped when his doctor provided written evidence to magistrates. Capita suspended two staff members and conducted an internal review. Lord Hall, the BBC’S Director-general, said he was satisfied the behaviour was “neither systemic nor representative” of the firm’s field operations.
Ms Abrahams added that some of the 4.5million elderly people affected by licence fee changes could fall foul of confusing new arrangements and strict rules being enforced by the fee collection firm. “There is a risk of double payment,” she said. “Because many older people will be extremely keen to ensure they abide by the new regime. There is a risk of confusion among some.” BBC bosses previously warned that the corporation needs to make savings and the extension of the TV licence concession during lockdown would be ended.
Capita did not respond to a request for comment, but the BBC said: “From August we are writing to over-75s’ households and they do not need to do anything until they receive this letter. They will be given plenty of time to set up their licence and can do so safely without leaving their home. We will not be visiting households registered as having held a free licence during this time.”
TV Licensing did not respond to a request for comment.