At the beginning of this year, the media was full of stories of increasing levels of bill debt across the country, with more and more customers falling into arrears on bills for vital services like water, gas, electricity and internet. This isn’t sustainable, for customers, or for suppliers.
To really understand the challenges utility and telecoms providers are facing, we commissioned specific research across key stakeholders in gas, water, electricity, broadband and mobile services.
What we found was concerning: challenges with bad debt, affordability assessments and poor customer experience were being exacerbated by payment processes that were not fit for purpose.
Key takeaways:
- 99% of utilities and telecoms providers face payment issues of some kind
- 34% suffer from late payments specifically
- 29% of utilities and telecoms providers reported having an inefficient check out journey
- 94% of respondents said insufficient data on customer financials is a pain point
Click the button below to download and read the full report*, and see how your business could benefit from Payit.
Open Banking for utilities and telecom report (PDF).
To be eligible for Payit™, your business must be based and trading in the UK with a turnover of £2M or more. You must be 18 or over. Fees apply and T&Cs apply.
*The data in the report was taken from research conducted by Censuswide, among a sample of 600 UK-based senior financial decision-makers (Director or above), working within the Utilities and Telecommunications sectors, aged 18+. The data was collected between 03.03.2026 - 06.03.2026. Censuswide is a member of the Market Research Society (MRS) and the British Polling Council (BPC), and a signatory of the Global Data Quality Pledge. We adhere to the MRS Code of Conduct and ESOMAR principles.