SSEN achieves British Standard Inclusive Service Provision for second consecutive year

Call centre operator on the phone

Scottish and Southern Electricity Networks (SSEN) has met the requirements of the British Standard Inclusive Service Provision BS18477:2010 for two years in a row. 

The British Standard Inclusive Service Provision outlines the critical procedures to ensure inclusive services are available and accessible to all customers equally, regardless of their personal circumstances. The standard helps service providers to identify and respond appropriately to different consumer needs.

SSEN’s success in complying with the standard for a second year evidences its serious commitment to providing fair and accessible services to all of its customers. 

The network operator for the north of Scotland and central southern England has put in place a number of initiatives to qualify for the Inclusive Service Provision including, training its employees in identifying customer vulnerability, improving the way its customers can contact them and providing information in accessible formats.

The Inclusive Service Provision award, the gold standard for customer service, demonstrates SSEN’s commitment to helping those most vulnerable in its communities. 

Lisa Doogan, Director of Customer Relationship Management at SSEN, said: “We are delighted to have met the British Standard Inclusive Service Provision for the second year running. The teams in our offices, depots and out in local communities work hard all year round to ensure we help our customers, particularly for those who may find themselves vulnerable during a power cut, planned supply interruption or emergency situation.

“Our employees are trained to recognise signs of customer vulnerability and we ensure we identify these signs early and tailoring the advice and assistance we provide to each individual customer accordingly.

“It’s encouraging for our employees to know that the BSI has recognised the empathy, rapport and focus we place on our customers’ needs.”

This winter SSEN is urging people who might need extra support during a power cut to sign up for its free Priority Services Register (PSR).

Anyone can qualify for the PSR if they are dependent on electricity for home medical care, have a chronic illness or short term medical condition, are disabled, have special communication needs, have a young baby or receive a state pension or for any other reason they may not cope in a power cut. 

For more information on SSEN’s Priority Services Register, please visit

About the author

Van on rural road

Scottish and Southern Electricity Networks

We're responsible for maintaining the electricity networks supplying over 3.8 million homes and businesses across central southern England and north of the Central Belt of Scotland. We own one electricity transmission network and two electricity distribution networks, comprising 106,000 substations and 130,000 km of overhead lines and underground cables across one third of the UK. Our first priority is to provide a safe and reliable supply of electricity to the communities we serve in Scotland and England.

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