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Sat, 6 June 2020

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SSE Energy Services backs calls for licencing reform as it retains second place for customer service

SSE Energy Services backs calls for licencing reform as it retains second place for customer service


2 min read Member content

Major energy provider SSE has ranked second overall for customer service according to consumer champions, Citizens Advice, ahead of 33 large and small providers.

  • SSE Energy Services has beaten large and small suppliers to retain second place on customer service
  • Leading supplier bucks trend by maintaining high service levels
  • SSE Energy Services backs calls for Ofgem to deliver licensing reform and ensure all suppliers are fit for purpose

Citizens Advice’s league table assessed data from 35 gas and electricity suppliers, ranking companies on a range of metrics including call waiting times, the timeliness and accuracy of bills and switching. SSE scored 4.4 out of five making it second best overall and the best performer of the larger suppliers. On complaints, switching and customer guarantees SSE scored five out of five. SSE will review all the information provided in Citizens Advice’s league table and use it alongside the feedback received directly from customers and other stakeholders to find even more ways to improve.   

Citizens Advice’s report highlights that an increasing number of small and new energy suppliers are slipping down the league table and failing to offer the level of service customers expect. Responding to Ofgem’s consultation on Supplier Licencing Reform, SSE Energy Services has backed Ofgem’s proposals and called for more stringent checks on new and existing energy suppliers, mirroring those used by the FCA to ensure financial services firms are fit for purpose.

Tony Keeling, Chief Operating Officer, SSE Energy Services said:

“We’re delighted with these results which show once again, the Big Six tag is no longer relevant as there are both good large suppliers and bad small ones, and vice versa. Declining service levels have become a tell-tale sign of an energy company not investing enough in customer service and can be an early indicator that a firm could be in difficulty. Multiple suppliers collapsed last year following months of poor customer service costing customers across the market millions of pounds. That’s why we’re backing strong reform to ensure customers right across the market are protected.”

SSE Energy Services was awarded five out of five in three of the five categories that make up its overall score from Citizens Advice. It has also repeatedly had the lowest Ombudsman complaints accepted per 100k customers and was recently named the Best Large Supplier in the uSwitch Awards.


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