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To show you how serious we are about providing excellent customer service, we have introduced our Customer Service Guarantee, enabling you to hold our service to account. We’re the first energy firm to go above and beyond the regulator’s Guaranteed Standards and offer our own £20 Guarantee*.
Our commitments to you:
Making life easier for you
We want to do all we can to make it simple to deal with us.
Findings ways to save you money
This could include telling you about the products and deals that best suit your needs; explaining how you could benefit from the discounts we offer; or offering practical tips to cut your usage and reduce your bills.
Helping you when you need us most
This would consist of either offering you a suitable payment plan which considers your ability to pay, or checking if you’re eligible for assistance such as the Warm Home Discount and ECO Affordable Warmth. We can also discuss whether you could benefit from our priority services, such as Braille bills, a Textline service or a dedicated customer service adviser.
For every one of the five commitments detailed above that we fail to meet we'll discount £20 off your next bill*.
It’s that simple.
For more details, please read the Customer Service Guarantee.
PDF file: Customer Service Guarantee (1.32MB)
*We will consider claims made under this Guarantee and determine their validity. Claim considered where: (i) customer provided and will continue to provide relevant and required information; (ii) claim is made within 10 working days of alleged failure; (iii) the claimant is an existing customer; (iv) the alleged failure was not outside our control; (v) a goodwill payment has not already been awarded to the customer in relation to the same incident. Although we will endeavour to find ways to help the customer save money and offer support (if sought), we cannot be held liable if savings are not made or if a product, discount, tariff, deal, service or form of assistance was/is not available or if it was/is deemed inappropriate to review such matters. £20 discount is a goodwill payment and will be applied to customer accounts or meters as appropriate or applicable. If the customer has more than one account with us the discount will be applied to an account at our discretion. Cash payments may be made at our discretion. We reserve the right to alter, amend or withdraw this Guarantee without prior notice.
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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