Utilita gains energy boost from seamless customer support

About the client in short

Utilita is a UK-based energy supplier, specialising in Smart Pay As You Go Energy. Founded in 2003, it has built reputation for disruptive innovation – from being the first UK supplier to install smart meters at volume in customers’ homes to leveraging unrivalled smart data insights to empower millions of people to engage with net zero whilst making their energy spend go further.

Key figures

year of growing the partnership

85%

high adherence rate

+8 pts

NPS improved compared to the initial target

In a marketplace where energy prices are capped, customer service is a vital differentiator. Consumers want seamless, responsive interactions with a provider that goes the extra distance to help them manage their energy account and costs.

To deliver this, Utilita supports its residential customers across multiple channels including voice, chat and email. In order to ensure a smooth and efficient experience at every touchpoint, it needs customer experience partners that can deliver excellent customer support in a 24-hour environment, on anything from billing queries and technical support to smart meter installations and energy efficiency advice.

Konecta has been a key partner since 2019, and the relationship continues to deepen and grow – delivering real value for Utilita and its domestic customers.

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.

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