What LOOP CUSTOMER MANAGEMENT LIMITED does

Loop Customer Management Limited is a UK private limited company and wholly-owned subsidiary of the Kelda Group, founded in April 2000 and headquartered at a single bespoke contact centre in Mid Point Business Park, Thornbury, Bradford, West Yorkshire. The company operates as a captive business-to-business managed-services provider, delivering its entire service output to a single enterprise client, its sister company Yorkshire Water, under an intra-Kelda Group contract. Loop has no external commercial customers, no published pricing, and no third-party go-to-market motion; its operating model is structurally embedded within the Yorkshire Water customer-service function.

The company's offering is an integrated managed-services stack organised around three operational pillars. The Contact Centre handles multi-channel customer enquiries (phone, email, letter, social media and webchat) staffed by multi-skilled, multi-lingual customer relationship managers. Billing covers end-to-end bill production, fulfilment, and payments processing, supported by an in-house state-of-the-art mailing centre that prints and despatches approximately 7 million documents per year and processes 16.5 million customer payments annually, generating £921 million in cash collected on Yorkshire Water's behalf. Collections provides debt management across 2.1 million Yorkshire Water domestic accounts, including inbound/outbound contact, county court claims, credit reference agency data sharing, vulnerability identification and DWP Water Direct referrals; this team has been rated best in the UK water industry for 14 consecutive years. A specialist Vulnerable Customer Support Service overlays the billing and collections workflows, supporting over 135,000 customers annually and recognised with multiple Utilities & Telecoms Awards.

Commercially, Loop is a private, single-site operation of approximately 600 employees with no external shareholders, no funding rounds, no subsidiaries, and no public revenue disclosure. The technology stack is bespoke: internally configured IT packages and a state-of-the-art mailing centre, with no public API, no SDK, and no documented AI/ML capability. Marketing activity is limited to employer-brand recruitment content via the Loop careers site, blog, Vimeo videos and owned social channels (Twitter, Instagram, LinkedIn). The company has accumulated significant workplace credentials, including Investors in People Gold, Best Companies Two-Star Outstanding, eight Sunday Times Top 100 Best Companies listings (most recently 49th in 2025), and European Contact Centre & Customer Service Awards finalist status.

Name

LOOP CUSTOMER MANAGEMENT LIMITED

Legal name

Loop Customer Management Ltd

Website

https://loop.co.uk

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

51–100 employees

Short description

Loop Customer Management Limited is a wholly-owned Kelda Group subsidiary operating a single Bradford contact centre to deliver captive contact-centre, billing, debt-collection and vulnerable-customer services exclusively for its sister company Yorkshire Water.

Ownership category

akta.pro rank

Product category

Contact Centre & Billing Services

NAICS

Collection Agencies (561440), Telemarketing Bureaus and Other Contact Centers (561422), Telephone Answering Services (561421)

SIC

Services-Consumer Credit Reporting, Collection Agencies (7320)

akta.pro primary industry

Billing, Payments & Subscription Support (BPAAABAC)

akta.pro secondary industries

Customer Billing & Revenue Management (rate configuration, billing, adjustments, revenue assurance) (EUANAIAC), Early-Stage / Soft Collections (Pre-Delinquency, Reminders) (BPAAAEAC)

Keywords

• Contact centre services
• Debt collection services
• Billing management
• Customer management
• Managed services

Headquarters

HQ city

Bradford

HQ country

United Kingdom

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Managed customer services for Yorkshire Water: Loop earns revenue by providing managed customer services to its single sister-company client Yorkshire Water under a captive group arrangement created in April 2000 within the Kelda Group. Services span contact-centre operations, billing/fulfilment and debt collections on a continuous, contracted basis.

Go-to-market motion1 record

Distribution channels2 records

Marketing channels7 records

Core offering

Loop Customer Management Limited is a captive B2B managed-services provider that runs contact centre operations, billing/fulfilment, and debt collection on behalf of its sole client, sister company Yorkshire Water, from a bespoke Bradford contact centre. Services cover multi-channel customer enquiries (phone, email, letter, social media, web chat), end-to-end billing and a mailing centre, and collections/debt management for around 2.1 million domestic customer accounts, collecting £921 million in payments annually.

Product overview

Loop Customer Management Limited operates as a single, integrated managed customer services operation — not a multi-product platform — delivering Contact Centre Services as the core offering, supported by two operational sub-services: Billing (dedicated billing and fulfilment including mailing centre operations) and Collections (debt management and recovery). All products and services are delivered from a bespoke Bradford contact centre on behalf of its sister company Yorkshire Water, with the Contact Centre handling multi-channel enquiries (phone, email, letter, social media, web chat) that feed directly into the Billing and Collections workflows. A specialist Vulnerable Customer Support Service overlays the Billing and Collections offerings.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre Services Multi-channel customer contact centre handling Yorkshire Water customer enquiries via phone, email, letter, social media and web chat. Multi-skilled customer relationship managers handle enquiries first time with multi-lingual capability, delivered from the bespoke Bradford contact centre.
• Billing End-to-end billing and fulfilment service for Yorkshire Water including cash collection, proactive billing of domestic customers, document production and despatch, and meter queries and appointments. Operates a state-of-the-art mailing centre that prints and despatches 7 million bills/reminders/letters annually, opens and responds to 1 million letters, processes 16.5 million customer payments and collects £921 million in bill payments.
• Collections (Debt Management) Debt management solutions for Yorkshire Water including collection from 2.1 million customers, inbound and outbound customer contact, written contacts and complaints handling, county court claims and High Court enforcement, vulnerability identification and special scheme eligibility assessment, customer tracing, and credit reference agency information sharing. Achieved and retained best debt collectors in the water industry for 14 consecutive years.
• Vulnerable Customer Support Service Award-winning service providing advice and support to Yorkshire Water's vulnerable customers on how to pay their bills, including signposting to partner schemes and the Department for Work and Pensions Water Direct scheme, supporting over 135,000 customers per year.

Quantifiable outcome

• Collects £921 million in bill payments annually
• +8 more outcomes

Named customers1 record

Segments3 records

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Partnerships

Seven partnerships are on record, tiered flagship / sole enterprise client, parent group (structural), operational — collections referrals, operational — data sharing, operational — statutory scheme, core recruitment channel and minor — community / charity beneficiary.

• Yorkshire Waterflagship / sole enterprise clientStrategic or Co-development PartnerYorkshire Water is Loop's sole enterprise client and sister company. Loop was created in April 2000 from within the Kelda Group specifically to provide managed customer services to Yorkshire Water, handling contact-centre operations, billing/fulfilment and debt recovery for ~2.1 million domestic customer accounts and collecting £921 million in payments each year.
• Kelda Groupparent group (structural)OthersKelda Group is the parent entity that created Loop in April 2000 and of which both Loop and Yorkshire Water are sister companies. Kelda is the structural owner of the captive relationship rather than an operating partner.
• Citizens Advice Bureaux and other debt advisor organisationsoperational — collections referralsOthersLoop's Collections team develops relationships with Citizens Advice Bureaux and other debt advisor organisations, signing customers out to specialist debt advice and pulling vulnerability signals into its collections workflow as part of Yorkshire Water's vulnerability support.
• Credit Reference Agenciesoperational — data sharingTechnology or IntegrationYorkshire Water (via Loop) was the first UK water company to share full customer repayment information with other credit providers through a credit reference agency, enabling better account management; Loop also uses CRA data to trace customers and verify affordability in collections.
• Department for Work and Pensions (DWP) — Water Direct schemeoperational — statutory schemeOthersLoop identifies vulnerable customers who may be eligible for the DWP Water Direct scheme and routes them into it as part of Yorkshire Water's collections and affordability support.
• Yorkshire Water recruitment portal (mycareers.yorkshirewater.com)core recruitment channelGTM or Marketing PartnerAll Loop job applications are submitted via the sister-company Yorkshire Water 'mycareers' recruitment portal — a co-branded candidate-acquisition channel shared across the Kelda Group.
• Pudsey Foodbankminor — community / charity beneficiaryOthersPudsey Foodbank is a local charity that received over 45 boxes of Loop colleague donations (food, clothing, toys) over Christmas 2024; described by the foodbank as the biggest single-company donation they had ever received.

Scale indicators10 records

Recent moves4 records

Expansion highlights4 records

Broad incumbents

• Capita plc: Large UK-listed BPO and contact-centre operator with regulated-utility and government clients. Comparable to Loop as a managed customer-services and billing/collections outsourcer, but far broader in scope (IT services, pensions administration, etc.) and not captive to a single client.
• Serco Group plc: Global public-sector BPO that runs large-scale contact centres, back-office and citizen-services operations. Comparable on managed customer-services delivery model and contact-centre scale, though more diversified across transport, health, justice and defence rather than a single utility client.
• Teleperformance SE: World's largest outsourced customer-experience management provider, running multi-channel contact centres at scale. Comparable on multi-channel contact-centre delivery and collections/BPO services, though global and multi-tenant rather than captive to one client.
• Foundever (formerly Sitel/ SYKES): Global BPO/CXM operator delivering customer service, technical support and collections from large contact centres. Comparable on contact-centre scale, multi-channel service and collections capability, but serves many clients rather than a single captive relationship.
• Concentrix Corporation: Large global CX and BPO provider offering customer management, digital and collections services across verticals including utilities and telecoms. Comparable on customer-care and revenue-management outsourcing for regulated consumer-facing clients.

Direct peers

• Marston Holdings: UK-based enforcement and integrated services group providing debt recovery, tracing and contact-centre services to local authorities and utilities. Closest peer to Loop on utility debt collection, vulnerability handling and integrated billing/collections workflows.
• Liberata UK: UK BPO specialising in customer services, revenues and benefits administration for councils and utilities. Comparable to Loop on end-to-end billing, collections and customer-management outsourcing for regulated utility clients.
• DDC Outsourcing Solutions (DDC Group): Specialist BPO focused on debt recovery, accounts-receivable management and customer contact for utilities, telecoms and financial services. Directly comparable to Loop on utility debt-collection, billing support and vulnerable-customer handling.

Regional players

• Firstsource Solutions UK: India-headquartered BPO with significant UK delivery providing customer service and collections to UK utilities, telecoms and financial-services clients. Comparable on multi-channel customer management and debt recovery, competing in the same UK captive-outsourcing market as Loop.

Others

• Yorkshire Water (Kelda Group): Loop's sole enterprise client and sister company within Kelda Group. Comparable as the 'client side' of Loop's captive model — any other water utility that has insourced or is considering insourcing its customer-services/BPO function represents the structural alternative to Loop's model.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xtwitter.com/LoopCM
• LinkedInlinkedin.com/company/59200
• Instagraminstagram.com/yw_loop

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about LOOP CUSTOMER MANAGEMENT LIMITED