1.6 % to debt collection agencies 1.3 % to local authorities 0.6 % to money/lenders/catalogues 3.8% others Figure 6: Debt amount (2009-2011) for MABS clients Service delivery and developments Mortgage arrears and debt resolution MABSndl and the Citizens Information Board engaged actively with the work of the Expert Group on Mortgage Arrears, and the Law Reform Commission report on Personal Debt Management and Debt Enforcement. MABSndl continued its work with the Irish Banking Federation (IBF) to implement the IBF/MABS protocol and worked with other bodies, including credit unions and utilities to develop further protocol arrangements. All the major utility providers have now signed up to the Energy Utility/ MABS Operational Protocol. MABSndl provided intensive engagement and support to services in the roll-out of the Mortgage Arrears Resolution Process (MARP) with subsequent benefits to MABS clients as well as the public through links with the Central Bank. Managing client demand and assessment procedures Early in 2011, CIB commissioned an independent review of the management of service demand in MABS. The backdrop to this research was the significant increase in the number and complexity of MABS cases and in some locations, quite lengthy waiting lists. The independent research was carried out by Eustace Patterson Ltd. and completed in September 2011. Eustace Patterson’s research approach gave an in-depth insight into the challenges of client demand management and the practices that had developed in response to these challenges. The main findings included: A marked increase in demand for MABS Increased complexity of MABS cases
1.6 % to debt collection agencies 1.3 % to local authorities 0.6 % to money/lenders/catalogues 3.8% others Figure 6: Debt amount (2009-2011) for MABS clients Service delivery and developments Mortgage arrears and debt resolution MABSndl and the Citizens Information Board engaged actively with the work of the Expert Group on Mortgage Arrears, and the Law Reform Commission report on Personal Debt Management and Debt Enforcement. MABSndl continued its work with the Irish Banking Federation (IBF) to implement the IBF/MABS protocol and worked with other bodies, including credit unions and utilities to develop further protocol arrangements. All the major utility providers have now signed up to the Energy Utility/ MABS Operational Protocol. MABSndl provided intensive engagement and support to services in the roll-out of the Mortgage Arrears Resolution Process (MARP) with subsequent benefits to MABS clients as well as the public through links with the Central Bank. Managing client demand and assessment procedures Early in 2011, CIB commissioned an independent review of the management of service demand in MABS. The backdrop to this research was the significant increase in the number and complexity of MABS cases and in some locations, quite lengthy waiting lists. The independent research was carried out by Eustace Patterson Ltd. and completed in September 2011. Eustace Patterson’s research approach gave an in-depth insight into the challenges of client demand management and the practices that had developed in response to these challenges. The main findings included: A marked increase in demand for MABS Increased complexity of MABS cases
annual_report2011.docx