Overpayment recovery
9. Overpayment recovery – see the overpayment section.
9.1 Operational procedures ensure that total repayment is requested when the overpayment is created, with instructions on how to negotiate an instalment profile if required. The instalment profile proposed is the maximum permitted by law. Debtors are encouraged to discuss reduced instalment profiles rather than pay nothing at all. They may also choose to pay higher instalments.
9.2 Every effort is taken to reduce the creation of overpayments. Operational procedures ensure that overpayments are identified promptly and classified correctly. When there is an overpayment it is stopped from continuing, and decisions made about whether it is recoverable, and if so from whom. The claimants and other affected persons are then notified quickly. Recovery is then pursued by the speediest, most cost effective and efficient methods available in line with legislation, with regard to Harrow’s policies.