Dunning Lock Basics
What is a Dunning Lock?
A suppression code applied in Unify to prevent further recovery action.
What process does a Dunning Lock stop?
The collections process only.
A customer advises they are in prison. Which Dunning Lock is required?
Incoming Contact (formerly Dunning Lock A).
What happens to customer correspondence when a Dunning Lock is applied during move in/out?
A message appears on the Welcome Letter or Closing Bill.
When are Dunning Locks most commonly applied?
While a customer query is being investigated
Will bills still be sent while a Dunning Lock is active?
Yes, bills will still be sent.
How long should the Dunning Lock remain on the account if the customer is in prison?
1 month.
When rebilling an account, why may a Dunning Lock be required?
To pause collections while the balance is corrected.
What system is used to apply a Dunning Lock?
Unify
Will letters not linked to collections still be issued?
Yes
A customer reports they are no longer the occupier. What Dunning Lock is used?
Incoming Contact Dunning Lock.
Does rebilling remove the need to manage the Dunning Lock timeframe?
No, it must still be monitored and removed correctly.
What is the primary purpose of a Dunning Lock?
To temporarily stop the collections process.
Does a Dunning Lock cancel the customer’s balance?
No, it only suppresses collections activity.
How long should the lock remain for a wrong occupier scenario?
2 weeks.
What risk occurs if a Dunning Lock is left on too long?
Delayed recovery and non-compliance.
What must advisers be careful to do once an enquiry is resolved?
Remove the Dunning Lock promptly.
Does a Dunning Lock stop payments under an active payment scheme?
No, payments will still be taken.
Why are Dunning Locks important in sensitive situations?
To ensure fair treatment and prevent inappropriate recovery action.
Who is responsible for monitoring and removing Dunning Locks?
The adviser handling the account.