Supporting the UK’s largest energy provider to clear a significant complaints backlog

The Challenge:

The client needed to reduce the backlog from 26,000 cases to 8,000 while continuing to manage incoming BAU volumes. The solution required rapid deployment of skilled complaint handlers and operational management capable of handling complex cases.

The Solution:

Within four weeks, Huntswood deployed 118 specialist complaint handlers and management across multiple sites. We designed and managed an operation that, at peak, handled 2,000 cases per week. Initially engaged to handle simple complaints, Huntswood demonstrated its capability and was trusted to manage more complex complaint types, accelerating backlog clearance.

Following completion of backlog-related work, Huntswood continued to support the client for 18 months, integrating seamlessly into the operation and adopting the client’s culture.