Utilities
We navigate regulatory complexities, leverage deep industry insight and draw from our wealth of experience, to tailor solutions that exceed customer expectations in the utilities sector
In a marketplace which has been significantly unsettled, we understand the commitment needed from a partner to ensure customer advocacy and retention is built and not lost or degraded. Trust is and will continue to be paramount for utility providers, their suppliers and their clients. Â Both now and in the future as the market continues to work through the present challenges whilst still addressing the immediate needs of its customers to an exceptional standard.
Expertise to help you deliver great customer outcomes
Our expertise
Our industry knowledge and operational experience in regulated environments allow us to continually refine our approach so we stay responsive to client needs and customer expectations. We maintain strong compliance, uphold integrity, and foster transparency to build lasting trust with both customers and regulators.
Your strategic partner
We work as your strategic partner, using our sector expertise to design a solution tailored to your specific requirements. We take the time to understand your business, your customers and your ambitions, ensuring these are built into the service without compromising on quality or commercial principles. Our focus is to support the effective servicing of your clients in a way that strengthens your brand’s credibility in the market.
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What can you expect from partnering with Huntswood
Resourcing expertise
Huntswood’s team of over 30 resourcing experts, and our fully bespoke referencing and vetting capability ensures top-tier resource quality.
Insight and support
Our Advisory practice provides the insight and support you need to continue to deliver the highest quality services.
Work flexibility
Flexible working solutions empower our workforce with proven remote, hybrid and in-office options.
Workflow optimisation
Tailored case management, workforce optimisation, and workflow automation tools enable us to efficiently manage and continuously improve our clients' operations
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
2000
Cash handled per week
84000
Cases closed
18
Month engaged with client
118
Specialist complaint handlers deployed
We understand the key priorities of utilities companiesÂ
Handling customer interactions in a way which enhances the experience and improve retention. We will adopt tried and tested methods to support you in gaining an advantage over your competitors.
We provide for a uniquely flexible approach in our operating model with multi skilled resource, a tenured and experienced leadership team and commercial principals that flex with you.
Lower cost of acquiring and servicing customers – given mounting pressure on energy prices and the limited ability to pass through on account of price caps
We recognise the complexities of outsourcing this business area and we work with you to ensure its upstream and downstream impacts are positive for you and your customers.
Tailored approach to customer servicing & complaints (billing, renewals, query resolution) given difference in propensity to contact, nature of engagement across pay-as-you-go vs. direct debit customers
Latest insights
Article
March 25, 2026
