Scottish and Southern Electricity Networks (SSEN) Distribution has always had customers at the heart of what it does, and to continue growing and improving that commitment, the Distribution Network Operator (DNO) for central southern England and the north of Scotland has refreshed its Consumer Vulnerability Strategy.

Running over the course of the current five-year price control period, and building on the strong foundations and successes of its work with vulnerable customers throughout recent years, SSEN has enhanced its strategy to fully consider the changing landscape of society, understand the emerging issues – now and in the years to come - and focus on the areas where SSEN’s actions will have the most beneficial impact.

While SSEN’s three areas of strategic focus remain the same – tackling areas of fuel poverty, supporting the low carbon transition, and providing and promoting the Priority Service Register – its refreshed approach to collaboration, partnerships, and innovation, means SSEN can do more to meet the changing needs of customers, communities, and society.

SSEN’s Director of Customer Services, Andrew Scott explains:

“As a Distribution Network Operator, we know that our business plays an increasingly important role in the day-to-day lives of our customers and communities, and as we also live and work in the areas we serve, we better understand the needs of our customers and the commitment we have to them in providing access to a safe, resilient power supply.

“We are also very aware of how our commitment and responsibility can help a society currently tackling the rising costs of living, climate change and the impacts of the net zero transition. By refreshing our Consumer Vulnerability Strategy, we have now added layers to our initial strategic priorities that further enhance the role we play in assisting customers who are in, or are experiencing, vulnerable situations.”

SSEN’s approach to consumer vulnerability is based on the following principles:

  • Understanding the needs of our customers
  • Using data to deliver tailored support
  • Partnership and collaborative working to help deliver services
  • Embedding knowledge and learnings and sharing best practice
  • Tracking performance against KPIs to ensure our efforts remain effective

SSEN’s strategic customer priorities focus on three main areas: 

  • Tackling fuel poverty - through advice and referrals for some 50,000 households
  • Supporting the low carbon transition
  • Providing and promoting a Priority Service Register (PSR)

These priorities are now being enhanced through collaboration, partnership and innovation to enable SSEN to flexibly meet the changing needs of its customers and communities, and you can read the full refreshed Consumer Vulnerability Strategy here.