Response from Tony Hall, BBC Director-General to Andy Parker, CEO of Capita
Dear Mr Parker,
Thank you for your letter of 30 May.
It is vital that the highest standards are upheld and I agree that there is no room for complacency. I am grateful for confirmation that Capita has conducted an internal review into the Field Operations for TV Licensing and in particular for your assurances that the behaviours featured in the Daily Mail are neither systemic nor representative of your broader operations.
You have identified two further areas where TVL Field Operations can enhance their approach through more proactive monitoring of the field and further use of technology to demonstrate adherence to policies. As you are aware, the BBC was already planning a routine review of compliance in this area and we will work with Capita on this review in the coming months.
You also confirmed that management and governance arrangements are in place to ensure policies are followed, standards are met, and that appropriate training is in place to deal with vulnerable individuals. I expect Capita to take swift and appropriate action should individuals fall short of the conduct expected of them and I am grateful for your assurances that this will happen.
The BBC takes very seriously how licence fee collection is managed. We should do everything we can to minimise evasion, but must always ensure that how this is done is fair and proportionate.