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 ipact 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.

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.