The Peter Principle of customer experience in effect!
The BBC, which is mostly paternalistic, but is occasionally thoughtless outsources to Capita, which is mostly thoughtless, but occasionally avaricious. And then Capita hires the detection Stasi, who are on a comp plan that drives behavior that is mostly avaricious and occasionally ruthless!
The only part missing is where Capita's license Stasi can deputize homeowners to report their friends/neighbors/family members in return for a cut of the resulting bonus that the license enforcer receives.
Biting the hand that feeds IT
