Corporate Responsibility

Responsible lender 

BrightHouse undertakes a comprehensive credit check and affordability assessment.  

As part of our credit management process we hold regular face-to-face contact with our customers. We have introduced more systematic approaches to our credit screening processes. A tailored scorecard draws upon socio-demographic profiles of our customer base. Additional fraud checks and electronic identification are built in.

When a customer with an established payment record wishes to acquire more products, assessment via an “add on” scorecard helps determine individual credit limits. This enhanced scrutiny takes into account affordability, BrightHouse payment history and bespoke company lending rules.

Managing arrears is another critical element of credit management. This is responsibly executed at store level.


BrightHouse colleagues are rewarded on a balanced customer centric KPI process.