Easy Read - making Priority Services accessible to all

Image from SSEN's new Easy Read leaflet

Scottish and Southern Electricity Networks (SSEN) is making its Priority Services Register (PSR) more accessible by developing an Easy Read leaflet for those who need extra support during a power cut.

Easy Read is a simple way of making material more accessible to all; it’s a style of information often chosen by people living with learning disabilities making information easy to understand with the use of clear words, short sentences and images to support large print text in simple fonts.

For some, being without electricity – even for a short time – can be a distressing and difficult situation. That’s why SSEN, who is responsible for keeping the lights on in the north of Scotland and central southern England, offers extra help and support to ensure its customers are looked after.

SSEN offers information in the format customers need, including Braille, textphone, audio CD and alternative languages, and constantly seeks to improve the inclusivity and accessibility of its customer communications; leading SSEN to develop the leaflet which will help its teams reach out to customers with low literacy levels, communication difficulties and whose first language is not English.

Lisa Doogan, SSEN’s Director of Customer Relationship Management, said:

“Feedback from our external Inclusive Service Panel led us to improve our service to ensure we’re reaching out to as many people as possible who may need extra support from our dedicated teams during a power cut.

“The leaflet will help customers in our network area understand the benefits of our Priority Services Register, enabling them to sign up in a format that suits them and in a way that is easier to understand. We’re committed to ensuring our services are available and accessible to everyone, and I’m delighted we’re making improvements for the benefit of those living in our network areas.”

Customers can qualify for SSEN's Priority Services Register 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 children under the age of five
  • Are over the age of 60

By registering for SSEN’s PSR, customers will be proactively contacted to warn them of potential bad weather to help them prepare and to offer extra support where required. SSEN’s teams will also keep in close and regular contact with its PSR customers during power cuts to check they are getting the help they need.  The free service also offers:

  • Dedicated 24 hour priority services phone number
  • Information in the format you need, for example Braille, textphone, audio CD or alternative language

To find out more about the PSR, click here or call 0800 294 3259.

To read SSEN’s new Easy Read PSR leaflet, please click here.

About the author

Van on rural road

Scottish and Southern Electricity Networks

We're responsible for maintaining the electricity networks supplying over 3.7 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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