Energy
Helping energy providers deliver exceptional customer experiences and operational resilience
Supporting energy firms to meet rising expectations and regulatory demands
Energy firms operate in a complex environment of volatile markets, rising customer expectations and increasing regulatory scrutiny from Ofgem. They must manage billing accuracy, complaints handling, vulnerability and affordability support, while reducing cost-to-serve, driving digital adoption and transitioning to net zero. Â
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Huntswood provides end-to-end operational support and advisory expertise, helping energy providers scale quickly, manage surges in demand and deliver consistent, high-quality experiences. From fully managed contact centre operations and technical support to optimising customer journeys, remediation and vulnerability frameworks, we combine expertise and capacity to keep your customers supported, your operations resilient and your business compliant.
Services offered in energy – addressing key challenges
Our approach
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We work closely with energy providers to understand their culture, values and operational DNA. This ensures that every solution we design or project we deliver fits seamlessly with existing operations, making changes easier to adopt and more effective.
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Technology and automation are integral to our approach. We use smart tools and workflow automation to reduce manual effort, improve accuracy and accelerate outcomes – all while maintaining the human touch where it matters most.
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Pragmatic, measurable and energy-specific:
Diagnose
We evaluate a firm’s approach to key areas such as billing and metering, customer servicing, complaints, support for vulnerable customers, debt management and operational resilience. Our review covers governance, customer journeys, controls and technology readiness to identify gaps and highlight opportunities for improvement.
Design
We create proportionate, practical solutions aligned to regulatory intent and your commercial priorities. Our designs incorporate automation where appropriate and include clear change management plans to ensure smooth adoption across billing, collections and customer service functions.
Deliver
We provide hands-on support to embed change effectively in the first line. Our delivery teams work alongside yours to implement new processes and technology quickly and confidently, minimising disruption to critical services such as energy supply and customer support.
Assure
We offer independent testing, monitoring and MI to evidence outcomes and satisfy regulators. This includes quality checks, compliance audits and performance reporting to give you confidence in results and demonstrate adherence to Ofgem and other regulatory standards.
Outsourcing and operational delivery
Scalable, compliant solutions to manage peaks and complex programmes:
- Customer service operations – on-shore and offshore delivery for inbound and outbound energy support
- Complaints handling – efficient case management with transparent governance
- Customer contact and remediation – large-scale support for billing errors, affordability issues or refund requests
- Quality assurance and monitoring – independent reviews of complaints and other customer service interactions
- Specialist resource provision – trained teams to support BAU or surge requirements
Advisory and operational insight
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Our advisory team helps energy firms design and implement practical solutions that improve customer experience and operational resilience. While regulation matters—such as Ofgem complaint handling standards, billing accuracy requirements and vulnerability obligations—we focus on embedding these standards in ways that enhance service quality and efficiency.
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Why energy firms trust our advisory team:
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- Balanced expertise – combining regulatory understanding with operational know-how to deliver solutions that work in real-world energy environments.
- Customer-first approach – ensuring compliance frameworks support better experiences, not just tick boxes.
- Scalable models – designing processes that handle seasonal peaks and complex billing scenarios without compromising quality.
- Independent assurance – providing objective testing and governance oversight for confidence in compliance and service delivery.
- Practical delivery – we don’t just advise; we help embed improvements in complaints handling, customer contact and billing operations.
When energy firms need operational resilience, customer satisfaction and regulatory confidence, Huntswood delivers advice and solutions that are pragmatic, proportionate and proven.
Why energy firms choose Huntswood
- End-to-end capability – advisory expertise and operational delivery under one roof
- Scalable operations – on-shore and offshore models tailored to demand
- Outcome orientation – focus on customer satisfaction and operational efficiency
- Speed to value – rapid mobilisation and measurable improvements
- Confidence-building – clear MI, governance and quality assurance
Case study
Supporting a UK energy supplier’s journey to a new complaints approach
One of the UK’s largest energy providers engaged Huntswood to conduct an independent review into the effectiveness of their complaint handling processes across three brands following a large acquisition.
Review
of policies and processes
Improved
complaints identification
Empowering
frontline agents
RCA
recommendation
85% better
FPOC resolution
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