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SSE promises to meet a new set of customer service commitments – or give customers £20 off their next bill.
In an industry first, SSE is putting its money where its mouth is and pledging to give customers money back if it fails to live up to a new set of its own commitments which go above and beyond the regulator’s Guaranteed Standards.
SSE’s £20 Customer Service Guarantee throws down the gauntlet to other energy suppliers to show they are equally committed to high levels of customer service.
The Guarantee is part of a new customer charter and outlines commitments to customers based on three core objectives: helping them save money, making life easier for them and helping them when they need us most.
The five new clearly defined and measurable standards backed by the £20 promise include: always calling customers back when we say we will, never transferring calls more than once unless the customer agrees, and offering to find ways to save customers money when they call.
SSE has been consistently named the best in the business for customer service in independent audits*. However, the launch of the new charter and guarantee herald the start of a wider drive by SSE to go further by setting unparalleled standards of customer service, fairness and transparency.
Alistair Phillips-Davies, Deputy Chief Executive of SSE said: “This is about more than just £20. It’s about setting ourselves ever higher standards and making ourselves fully accountable for meeting them, not just talking about them. “We would be first to admit that we have not always lived up to customers’ expectations in the past, but we pride ourselves on being different to other energy suppliers. We have been at the forefront of progress that has already been made in the industry, moving first to simplify our tariffs, end doorstep sales and help improve competition from smaller suppliers – and where we have led, others have followed.
“But this charter and guarantee show that we want to be more than just the best of a bad bunch. We are sending a clear message to the whole of the industry: it’s time to transform for the better what customers experience when they deal with us. No-one can control how much energy is going to cost in the future, but we can control how we conduct ourselves and deal with our customers.”
Will Morris, Managing Director of Retail added: “Since I joined the company in September, I’ve been truly blown away by the level of commitment among colleagues to doing things better. I strongly believe that actions speak louder than words, and I’m looking forward to delivering on the commitments we are setting out today.”
Find out how we're working hard to give you a better deal at www.sse.co.uk/betterway.
Our Customer Charter
Our Customer Service Guarantee
*SSE is a trading name of SSE Energy Supply Limited, voted Best for Customer Service every year since 2006 in the uSwitch Customer Satisfaction Reports.
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SSE is a trading name of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502 (Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);
Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas);
SSE Water Limited Registered in England & Wales No. 06021063 (Supply of Water);
SSE Home Services Limited Registered in Scotland No. SC292102 (Heating & Wiring, Shield Care & Servicing, Heating & Electrical Installations & Eco);
SSE Energy Solutions Limited Registered in Scotland No. SC386054(Energy Efficiency Installations & Insulation Products);
SSE Green Deal Provider Limited Registered in Scotland No. SC432920(Green Deal scheme)
All members of the SSE Group
The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU
The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ