United Utilities has awarded an AMP8 contract for contact centre resources services with an estimated value of £6.6 million (inc VAT).
Scope of the contract covers all provisions necessary to create additional resource and capacity to support United Utilities’ in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods.
The objective was to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels.
The agreement includes a comprehensive service proposal, covering:
- Staffing and training model
- Technology stack (IT and telephony setup)
- Governance and reporting structure
- Quality assurance approach
- Supplier readiness for mobilisation ahead of January billing peak
Concentrix TSC UK Ltd has been awarded the contract which will run for an initial term of one year with a further potential extension option.
Award decision date was 20 November 2025 with a standstill period which ends on 3 December 2025.
Earliest date the contract will be signed is 8 December 2025 and estimated start and end contract dates are 8 December 2025 to 7 December 2026, with a further possible extension to 7 December 2028.
Knowledge Group Services Ltd were the procurement and advisory partner to United Utilities in the procuremernt process.
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