RESPONSIBLE SERVICE PROVIDER

Providing reliable and affordable energy

Service Provider

SSE provides energy to customers through it Retail business, which supplies energy and related services to 8 milion households and businesses across Great Britain and Ireland; its Networks business, which delivers electricity to over 3.7 milion homes and businesses through its electricity distribution networks in the north of Scotland and central southern England; and its Enterprise business, which provides essential services and support to industrial, commercial and public sector customers. 

Mental Health Awareness Training

Responsible Provider

SSE has introduced a new bespoke mental health awareness training programme for its specialised advisors working with vulnerable customers, which it developed with the Scottish Mental Health Research Network at the University of Edinburgh. To develop the training programme, the University of Edinburgh spent one year conducting in-depty research on behalf of SSE. A booklet has also been produced and given to over 4,000 SSE customer service agents, detailing how to identify and best support vulerable customers.

Keeping energy affordable

In March 2017, SSE announced that it had taken the difficult decision to increase standard domestic electricity prices by an average of 14.9% for its customers in Great Britain, reflecting the increasing cost of supplying electricity.

SSE recognises higher energy costs can impact customers, particularly the most vulnerable, and offers support with the cost of energy through initiatives such as its £5m fund to provide additional financial support for those who need it most, and the Warm Home Discount scheme which offers financial assistance to people most in need of help paying their energy bills.

Providing an inclusive service

As part of its Treating Customers Fairly commitment, SSE's Retail business has committed to attaining the British Standard for Inclusive Service Provision (BS18477). This is the gold standard for companies seeking to respond more effectively to the needs of customers in vulnerable situations. SSE aims to be the very first energy supplier to meet the criteria.

SSE's Networks business has achieved the British Standard for inclusive service provision (BS18477) for the last two years in a row.

Delivering for customers

While the priority for Scottish and Southern Electricity Networks (SSEN) is to keep customers connected, it has been working hard to establish a step-change in the way it engages with customers in its distribution network areas, ensuring their needs remain at the forefront of decision-making.

Initiatives have included: establishing a new Inclusive Service Panel to advise SSEN while it develops its services further; improving customer contact experience, including the use of proactive outbound calls; increasing awareness of its Priority Services Register; a new and improved winter ready campaign; and promotion of the new single emergency power cut number 105.