SSE achieves gold standard in flexible, inclusive customer service

Posted On: 
23rd May 2018

Energy suppliers provide customers with an essential service and have a duty of care towards all of their customers. No two customers are the same and some need more support than others, support that may not be provided through standard customer service practices.

  • SSE knows no two customers are the same and is committed to offering a personal and flexible customer service experience
  • SSE has completed an 18 month review to make its complaints, credit management and sales functions more flexible for customers
  • In doing so SSE has achieved verification to the British Standard for Inclusive Service Provision, the gold standard for any company looking to imbed flexible customer service practices and means SSE can identify vulnerability in different forms and adapt its service accordingly
  • SSE is one of the first major energy suppliers to achieve this verification

SSE is proud of its track record on customer service. It has one of the best complaints records in the industry and prides itself on putting the needs of its customers first. But there is always more that can be done to make sure every single customer gets a fair service. 

To ensure SSE is able to support all of its customers it has spent the last 18 months reviewing and improving processes in its complaints, credit management and sales functions. As a result, SSE has the ability to take an objective view of a customer’s personal circumstances and provide a service that suits their individual needs. 

BSI has reviewed SSE’s functions and has confirmed SSE has achieved verification to the British Standard for Inclusive Service Provision, the gold standard for companies putting in place flexible customer service practices that are designed, marketed and available to all customers, including all of those experiencing some form of vulnerability. 

SSE is one of the first energy suppliers to achieve the standard having resolved to achieving the standard as part of its ongoing commitment to customers under the Treating Customers Fairly programme. 

Tony Keeling, Chief Operating Officer and Co-Head of Retail, welcomed the news saying:

“We know no two customers are the same and there are a thousand different ways that vulnerability can present itself. At SSE we know we have a responsibility to our customers and that’s why our teams have been working hard to improve our customer service and offer our customers the help and support they deserve.

“I’m very proud to be able to say SSE is now one of the few energy companies that has the ability to look at a customer’s personal circumstances and adapt the service we give them to make sure it meets their individual needs.” 

Natasha Bambridge, UK Product Certification Director at BSI said: 

“Identifying and responding to consumer vulnerability is important for any organization dealing with the public. The Inclusive Service Provision Standard (BS 18477) is designed help service providers to identify and respond appropriately to different consumer needs and to deliver services that do not discriminate.   

“By implementing BS 18477, SSE has demonstrated that they have the relevant policies and procedures, training plans and fair and accessible practices in place when dealing with consumers. The team should be delighted that they are one of the first energy suppliers to achieve verification to the standard, which is testament to the hard work and persistence of the whole team.”