Utilita gains energy boost from seamless customer support

Konecta’s support for Utilita has been organised into five multichannel workstreams, including voice, chat, and email: 

• Pre-payment services – handling enquiries from customers using pre-payment meters 
• Billing – managing all billing-related and account queries 
• Technical support – assisting with fault resolution, engineer appointments, and meter job bookings
• Live chat – all-round digital support on a broad range of customer issues 
• Correspondence – an overnight team managing the emergency line for off-supply customers and responding to email queries outside regular hours. 

These workstreams operate in English, but Konecta’s team also supports multilingual customers through collaboration with a language line service, ensuring a seamless and inclusive customer experience. 

Delivering exceptional KPI performance and strong alignment with Utilita’s culture and goals, Konecta has provided these services continuously since 2019. Through repeated contract extensions since that time, the partnership has evolved to cover wider service offerings and customer-focused solutions. 

Most recently, in 2025, Konecta has expanded its services for Utilita to include Change of Tenancy (COT) workstreams, which were previously exclusively provided elsewhere.

Before the addition of COT workstreams, Konecta’s skilled agents were already delivering high-quality operations support services to Utilita’s customers, across voice, chat and email. This was evident in Konecta’s strong performance on KPIs and in excellent Trustpilot reviews and NPS scores. 

Now, the integration of COT into Konecta and Utilita’s existing operational framework will provide a customer experience that’s more seamless and consistent than ever, while also driving performance across additional KPIs. 

As before, Utilita’s customers can communicate how and when they wish, through chat, email and voice, in a convenient 24-hour environment. And also as before, Utilita benefits from the expertise of skilled agents who share its goals and ambitions, and it has the flexibility to increase headcount to cater for the winter peak period. 

In a competitive marketplace, where providers and customers are cost-conscious but also expect seamless support, that’s an energy-rich and powerful combination… evidenced by Utilita’s ‘Energy Supplier of the Year’ accolade at the Energy Awards 2025.