RESPONSIBLE SERVICE PROVIDER

Doing more to provide reliable and affordable energy

Responsible Provider

SSE provides energy to customers through it Retail business, which supplies energy to over 8.2 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 SSE Enterprise business, which provides essential services and support to industrial, commercial and public sector customers. 

BSL ResponsiblePartnering with SIGNVIDEO

SSE has become the first energy company in the UK to offer customer service via British Sign Language (BSL) through its customer service centres - revolutionising the way BSL users can interact with employees about their energy and other services. The new service, provided in partnership with SignVideo, allows deaf or hard of hearing customers who use BSL to make and receive BSL interpreted video calls so they can effectively and effortlessly communicate with hearing people.

Keeping energy affordable

In March 2016, SSE implemented its third price cut in Great Britain during its unique two-and-a-half year price freeze, reducing gas prices by a further 5.3%. 

We also help households with energy costs through initiatives such as the Energy Company Obligation scheme, which has seen SSE help improve the energy efficiency of over 242,000 homes across Great Britain since January 2013, and the Warm Home Discount scheme, which that offers financial assistance to people most in need of help paying their energy bills.

Inclusive service provision

SSE is committed to treating customers fairly and providing industry leading customer service that recognises the needs of all our customers in an inclusive way. As part of this, SSE has adopted a broader definition of vulnerability as a complex, dynamic state which can affect anyone at any time for many different reasons. This approach ensures SSE can respond more effectively to the needs of customers in vulnerable positions. Our Networks business has achieved the British Standard for inclusive service provision (BS18477). 

Working hard to keep the lights on

The priority of SSE’s power distribution business is to ensure its customers remain connected, and their lights stay on. SSE’s network is over 99% reliable, but exceptional events can cause disruption to power. As well as reconnecting customers as quickly as possible, SSE has a priority service which offers extra help for vulnerable customers during a power cut. 

SSE’s Networks business has also established a Resilient Communities Fund to support communities in SSE’s network distribution areas to become more resilient in the face of extreme weather events.