It strikes me that practically all these additional costs are a direct result of policy decisions taken at a government or regulatory level.
They would presumably save money on the "management of arrears" if they trained some staff to actually deal with the customers who want to cooperate and come to sustainable arrangements under MARP instead of ignoring all calls and having customers go through their entire saga with each staff member every time they ring.
Some kind of notes system that actually gets used, for example.
Alternatively if they find a cheaper bulk supplier of the peanuts they could probably cut their wage bill
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