Marston Update on Coronavirus

31 March, 2020

Marston, its staff and agents have responded in a number of ways to the coronavirus crisis:

  • on-street warrant enforcement activity ceased until further notice;
  • contact centre activity also largely ceased until further notice, except for inbound calls from customers that want to engage. Our Financial Difficulties and Welfare Support teams remain on hand for these customers;
  • NSL’s civil enforcement officers are being redeployed, where possible, to assist with logistical support in moving goods and services to residents, including food deliveries to local hospitals and vulnerable or self-isolating households;
  • a large number of enforcement agents have also volunteered to deliver goods and medical equipment, and we have amended the van insurance to make it easier for them to do this. We are also waiving van fees for agents that undertake this work;
  • those with Security Industry Authority licenses are available to help maintain local services;
  • a large number of staff are helping at foodbanks, including preparing food packs for NHS staff and vulnerable residents; and
  • the Chief Executive, senior management colleagues and frontline workers across the business have successfully applied to become NHS Volunteer Responders.


  • furloughed staff are being paid in full;
  • self-employed agents eligible for the government support scheme are being considered for short term loans until they receive the government payments in June;
  • self-employed agents not eligible for the government support scheme are being considered for discretionary grants; and
  • the Chairman and Chief Executive have taken a 50 per cent pay cut to facilitate the staff and self-employed support schemes.

Marston would like to offer sincere thanks to its staff and agents for the way that they have responded. We are aware of so many instances of individual kindnesses and examples of compassion, and a desire to help others.

We’ll share a few personal stories of staff and agents going the extra mile in the weeks ahead.

Found in:

Responsible Approach to Consumers
Learning & Development Impact of the Year
Best Use of Credit Technology
Best Vulnerable Customer Strategy
Excellence in Enforcement
Excellence in Staff Development
Excellence in Innovation
Winner of Winners
Diversity Award
Mobile Project Team of the Year
Parking Team of the Year
Excellence in Treating Customers Fairly
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