The utilities industry is under pressure from multiple angles. 

As well as economic and political pressure, regulatory transformation, increased competition, and changes to customer behaviours have created a myriad of issues for businesses to contend with and manage. 

Huntswood has a long history of supporting businesses; allowing them to focus on their strengths by deploying our own. We are experts in customer servicing and regulatory support; helping businesses strike the right balance between operational excellence, customer experience, and regulatory compliance. Our clients benefit from a collaborative, partnership approach that supports sustainable growth and profitability.

How we can help

Huntswood has extensive experience working in the consumer credit market, in particular on the issues surrounding responsible lending and affordability. In our capacity as a member of the FCA’s Skilled Person Panel, we have gained significant insight into best practice, ensuring it aligns with the changing expectations from the FCA. We can support firms with:

Case study:

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

Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work

Read our case study


Get in touch with our team of experts to discuss your company's approach or find out how we can help

Or, if you would prefer to speak directly to us, please call 0333 321 7811

Cost to serve in utilities

From increasing regulatory and political pressures to evolving consumption habits, the utilities industry has faced a perfect storm of challenges in recent years.

This paper provides clear and practical advice on how to eliminate unnecessary spending, without businesses having to sacrifice on the level and quality of their customer service.

Download our free paper 'Reducing the cost to serve in utilities'.



Read our latest articles and regulatory updates regarding affordability and responsible lending:

Energy service

Ofgem complaints warning is an opportunity to reduce cost to serve

The latest consumer perceptions data from Ofgem provides an early warning for customer service teams dealing with complaints.

Human touch utilities
Technology and Data

Automation in utilities – where’s the ‘human touch’ gone?

Automation and innovation are changing the shape of the utilities industry, but it is crucial to remember the importance of the personal touch to ensure your customers really feel valued

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Utilities businesses have to weigh up the costs of contingency with the potential costs of risks materialising – how can they strike that balance for the benefit of all?

Energy water complaint handling 308 176

White paper: Utilities customer insight

How to achieve complaints excellence within the utilities market

Connect with our utilities sector experts

Zein Al-Bader
Director of Financial Services
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Alex Prentice
Sector Director
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Lisa Sweeney
Sector Director
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