Utilities debt recovery, commercial and consumer
Closed accounts, change-of-tenancy gaps, final bills disputed on estimated reads, and high volumes of small balances. We recover utilities debt at scale for energy, broadband and telecoms suppliers, with the care a regulated sector demands.
At a glance
- 10% UK · 15% overseas, no collection, no commission
- Work starts within 24 hours
- FCA authorised · CSA member since 1995
- Collected in 154 countries last year
High volume, low balances, and every account regulated
Unpaid after a switch or closure: often small, always numerous.
Who was in occupation, and when? Estimated billing and empty periods turn into disputes.
Domestic customers in arrears are disproportionately likely to be in vulnerable circumstances, and the regulators expect you to know it.
Built for volume, designed for fair outcomes
Two specialist teams
Commercial accounts handled by our B2B recovery team; domestic accounts by our consumer contact centre in Glasgow.
Consumer Duty in every contact
Vulnerability identification, affordable payment plans and controlled contact strategies, in line with the CSA Code of Practice.
Self-service at scale
Customers can pay, set up a plan or request a call online, at any hour, so volume doesn't mean queues.
Tracing built in
Gone-away customers traced, with two independent datasets confirming an address before contact.
Five steps, the same on every utilities portfolio.
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1
Batch placement
Accounts placed in bulk via file or Your Debts Online, with the data we need checked on arrival.
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2
Segmentation
Commercial and domestic accounts split, vulnerability flags honoured, and contact strategy set by balance and account type.
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3
Contact and self-service
Most accounts resolve hereCalls, texts, emails and letters, each leading to online payment and plans.
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4
Trace gone-aways
Moved customers traced and recontacted at a verified address.
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✓
Review and escalate
Remaining commercial accounts reviewed with you; legal escalation through STA Legal only on your instruction.
Questions utilities clients ask us
Do you collect consumer debts as well as business debts?
Yes. Consumer accounts are handled by our consumer contact centre under Consumer Duty and the CSA Code of Practice; business accounts by our commercial team.
How do you treat customers in vulnerable circumstances?
Vulnerability is identified, recorded and acted on, with contact and payment plans adjusted to suit. Any flags you pass with the account are honoured from day one.
Can you take large volumes of low-balance accounts?
Yes. That's the shape of most utilities ledgers. Accounts can be placed in bulk and reported however you need.
What does it cost for utilities?
For business accounts, 10% commission on what we recover from UK debtors. Large consumer portfolios are priced per portfolio, so talk to us.