Our role is to secure the electricity and gas customers need, arrange for it to be distributed through the relevant networks and provide associated services such as metering, billing and excellent customer service, while also promoting the efficient use of energy and administering appropriate support to vulnerable customers.
We supply electricity and gas as:
- Southern Electric and SSE in England;
- SWALEC in Wales;
- Scottish Hydro in Scotland;
- SSE Airtricity in Ireland; and
- Atlantic throughout Great Britain.
Our responsible pricing policy ensures that we provide consistently competitive prices over the medium term, protecting our customers from the full impact of volatile wholesale prices.
Our key goals in energy supply are to:
- offer consistently competitive prices over the medium term and do what we can to keep energy as affordable as possible;
- provide market-leading products and related services to help transform energy consumption; and
- deliver a high quality of service to customers.
Using energy more efficiently is the fastest and most sustainable way of reducing customers' energy costs, sustaining supplies for the long term and securing reductions in emissions of carbon dioxide. Following the completion of the Carbon Emissions Reduction Target (CERT) and the Community Energy Saving Programme (CESP) at the end of 2012, we are now delivering our obligations under the government-mandated Energy Company Obligation (ECO) energy efficiency scheme:
- Through ECO, like all major energy suppliers, we are required to identify particular vulnerable groups of customers and deliver specific energy-saving building improvement measures; and
- In 2013/14 we expect to fund and manage more than 125,000 energy efficiency installations in homes throughout Great Britain under the scheme.
Our position as the customer service benchmark for the rest of the energy supply industry is illustrated by:
- being voted Best for Customer Service every year since 2006 in the uSwitch Customer Satisfaction Reports; and
- consistently leading the Citizens Advice energy supplier performance table for complaint handling
We know that the rising cost of energy is a concern for many people, especially the fuel poor, and we take very seriously our responsibility to help vulnerable customers manage the cost of their energy.
We do this in a number of ways:
- during 2013/14, we expect to spend more than £50m providing assistance to over 300,000 vulnerable customers through the Warm Home Discount scheme;
- we provide tailored and flexible payment arrangements to help customers pay for the electricity and gas they use in a way that suits their circumstances;
- we expect to fund and manage more than 125,000 energy efficiency installations in homes throughout Great Britain in 2013/14 under the ECO scheme, as well as providing free energy efficiency advice to our customers in order to help them reduce costs by wasting less energy;
- during winter, we have a no disconnection policy covering all customers; and
- we work closely with partners, including consumer bodies such as Citizens Advice Bureau and National Energy Action and voluntary organisations, to help vulnerable customers.