Achieving net zero is everyone’s responsibility - we all have our part to play

For customers, this means radical lifestyle change: adopting new ways of heating our homes, generating our own power through microgeneration, and reducing our personal carbon footprint through capture and removal. It’s a level of complexity for which many people are not prepared.

At Capita, we’re experts at helping organisations to empower their customers. We’re also championing the transformation of the utilities industry, enabling a culture of not just energy consumption, but energy creation.

Our solutions support the utility sector in their transition and transformation journey while turning environmental concerns, new regulations, and new consumer demands into opportunities to grow your business. From designing the new services that consumers will need, to training your people and harnessing your data and technology to deliver them, we can help you to make the next-generation customer a reality.

Key statistics


Top 3 suppliers

➥ We're one of the top 3 suppliers to the energy and utilities industry in the UK and Ireland (BPS 2021)


20 years+

➥ Over 20 years’ experience in the sector



➥ How much we reduced customer complaints for Southern Water customers

Transforming experience in utilities

Simplifying the lives of Southern Water customers

We're working with Southern Water to transform and simplify customer experience, empowering customers to self-serve online.

Read more

Road to net zero - our new report

According to our latest research only a fifth of people think that reaching net zero by 2050 is realistically achievable.

Download our exclusive report

Helping a large water company with customer experience and collections


Water provider Severn Trent turned to us to help enhance the quality of experience its customers were receiving by improving its customer satisfaction (CSAT) score. Find out how our partnership helped give their customers a better experience and aided with debt collection.

environment-water testing

Infographics with the latest insights

How affordable is net zero?

Our research found two thirds of UK respondents believe achieving net zero will push up the cost of living. Download the infographic for further insights.

Worried about net zero?

We found that 43% of Generation X are concerned about achieving net zero, compared to 24% of baby boomers. Download the infographic for further insights.

Why Capita

A trusted customer experience transformation partner

We can operate and transform your customer contact channels and back office processes, helping you realise a true omni-channel customer experience. Our best in class operational delivery standards, coupled with our continuous improvement and transformational practices, are helping our clients reduce operational costs, drive up revenue, enhance customer experience and deliver new business insights.

We have extensive experience in delivering at scale, but we always remember the individual and deliver personalised, empathetic customer experiences.

Organisational agility and regulated market expertise

We give our utility clients the edge by ensuring continuous improvement is part of BAU operations. We do this by identifying and delivering incremental improvements with a focus on the shortest possible speed to value. By breaking down large-scale changes, we can deploy them more quickly and give your customers the reassurance that you’re focused on continually improving their experience. 

We combine years of experience of operating in regulated markets with powerful technology and the capability to rapidly recruit and scale processes, enabling us to react more quickly than most.

Collections through the eyes of your customers

Our human-centred approach to customers in arrears takes customer vulnerability, compliance and debt prevention into account, all in one simple, end-to-end service. This ensures fair and appropriate outcomes, whether through fully digital or agent assisted channels.

Using client data analysis through our data science teams, we develop the best strategies for debt prevention and to achieve better collections rates, reducing the cost to serve, driving up value for our clients and ultimately delivering the best possible customer experience.

Utilities insights and resources


With climate change being one of the defining issues of our time, our series of insightful articles, research and reports look at how the landscape is evolving for utilities companies.

Utilities Insights and Resources | Capita

Our related insights



How can we help your business progress?

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