In the world of debt recovery and asset management, the term "ghosting" isn’t just a dating app phenomenon, it’s a professional challenge. At Towerhall Solutions, our job is to bridge the gap between "lost contact" and "meaningful resolution."

Ever wondered what actually happens behind the scenes of a specialist tracing agency? It’s less about Hollywood-style stakeouts and more about high-level data intelligence, digital forensics, and human empathy. Here’s a look at a typical day in the life of a Towerhall Tracing Agent.

8:00 AM – The Morning Triage

The day starts with a review of new instructions. We work with major financial institutions, solicitors, housing associations and other lenders. Some cases are "warm", a debtor has recently moved without updating their address. Others are "cold," where contact has been lost for years. All we need is the key last known personal data for that debtor.

We use Intelligent Case Handling. This means we don’t just blast out letters to old addresses. We assess the data provided, a name, a partial registration, or a last known employer, and build a strategy. The ability to process data, identify patterns and connect relevant information is key. The eye for detail !!! 

Our goal is a 90%+ success rate, so precision at the start is everything.

10:00 AM – Deep-Dive Desktop Investigations

This is where the "detective" work happens. While the public has Google, Towerhall agents have access to exclusive industry databases and Credit Reference Agency (CRA) data that isn’t available to the general public.

  • Cross-referencing: We look for "digital footprints", new credit applications, utility link-ups, or updated electoral roll entries.
  • OSINT (Open Source Intelligence): We strategically use public records and professional networks to identify patterns that standard searches miss.
  • A Digital Footprint: We are experts at digital forensics and social media research to provide key clues to a debtor’s whereabouts.
  • Asset Pinpointing: If we’re tracking a vehicle, we’re not just looking for a person; we’re looking for a GPS pulse or a sighting that confirms the asset’s location.

12:30 PM – The Human Element: Verification

Data can tell you where someone might be, but it doesn't always tell you where they are. After our desktop research, we move to the verification phase. This often involves:

  • Discreet Telephone Enquiries: Skilled investigators make strategic calls to verify information without being intrusive or aggressive. Discretion and Integrity being the key here to protect both ourselves and our clients.
  • Multi-Channel Outreach: We know that modern debtors prefer digital channels. We might deploy low-pressure SMS or personalised emails to re-establish contact and rebuild a relationship or payment plan.

2:00 PM – Coordinating with the Field Team

Towerhall isn't just a desk-based operation. We are unique in that we also have a national network of field agents. If a trace identifies a high-probability address then with the clients instructions we coordinate with our field team for a Field Visit or a Repossession.

We brief the field agent on the debtor’s profile, the location's specifics, and any potential sensitivities. It’s important information is relayed accurately and requests are clear and easy to understand. At Towerhall, we operate under Consumer Duty principles, we treat everyone with respect, ensuring the client’s reputation stays intact even during difficult recoveries.

4:00 PM – Finalising the "Actionable Report"

A trace is only as good as the report it produces. We spend the final hours of the day compiling Verified Trace Reports. These aren't just guesses; they are evidence-backed documents containing:

  1. Confirmed current address.
  2. Verified contact details.
  3. Supporting evidence for legal or recovery proceedings.

All this information is shared via a client bespoke portal in live time - so our clients can make their next decision quickly and effectively and data sharing is simple.

05:30 PM – Log Off & Compliance Check

Before heading home, there’s a final sweep for GDPR and FCA compliance. We handle sensitive data, and "Integrity Without Exception" is one of our core values. We ensure all data is stored securely and that every investigative step taken today follows our values and principles.

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