Utility debt collection software for energy suppliers
Energy suppliers collect at a scale most lenders never see, under a regulator that now judges outcomes, not process. Flexys gives your collections team one system to engage customers early, evidence fair treatment account by account, and recover more without growing headcount.
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The pressure on energy collections
Arrears are rising while the tools for recovering them shrink. Disconnection is effectively off the table for domestic customers, prepayment meter installation is under intense scrutiny, and Ofgem's consumer outcomes framework means every debt journey needs to show it delivered a fair result. That leaves engagement quality as the lever that matters: reaching the right customer, at the right time, with an option they can actually afford.
Most energy collections operations weren't built for that. Billing systems handle arrears as an afterthought, activity lives in spreadsheets and inboxes, and evidencing fair treatment means reconstructing what happened after the fact.
How Flexys is configured for energy
Vulnerability built into every journey
Flag Priority Services Register customers and financial vulnerability at any point, and route them to the right treatment automatically, with the decision recorded.
Self-service at utility scale
Customers set up payment plans, submit income and expenditure, and flag hardship online, day or night. Fewer inbound calls, better outcomes for customers who'd rather sort it themselves.
Ability-to-pay workflows
Segment by affordability, not just balance. Offer sustainable plans informed by Open Banking income and expenditure rather than guesswork.
Evidence on demand
Every communication, arrangement and decision sits in one auditable record. When the regulator asks how a customer was treated, the answer is a lookup, not a project.
Proven in UK utilities
Water Plus, the UK's largest non-household water retailer, runs its collections on Flexys.
"It's totally transformed the way we work and the way we're managing our collections processes."Water Plus
Utility debt collection: common questions
What is utility debt?
Utility debt is arrears owed to an energy or water supplier by household or business customers, usually unpaid bills that accumulate across billing cycles.
How is energy debt collection regulated?
Ofgem's supply licence conditions and consumer outcomes framework govern how suppliers pursue arrears, including ability-to-pay principles and obligations towards customers in vulnerable circumstances. This is a plain-English summary, not legal or compliance advice. Speak to a qualified adviser about your obligations.
Does Flexys replace our billing system?
No. Flexys holds the complete record of collections activity and integrates with your billing system, which remains the source of balances and payments.
See how Flexys handles utility-scale collections
Walk through the system with someone who knows energy collections, and see how it would fit your operation.
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