A message from our Director of Connections
"It’s been a year of strong delivery in the connections sector. Across our network areas, we’ve continued to invest in the network, develop smarter solutions and improve the way we support customers. Together, these efforts are helping more projects move from ambition to reality, supporting economic growth, decarbonisation and thriving communities.
I’m particularly proud of the improvements we’ve made within our own business over the past year. We’ve enhanced customer journeys, strengthened our communications and made it easier for customers to understand how their applications are progressing. Behind the scenes, we’ve also streamlined our processes, helping requests move forward more efficiently and effectively.
These improvements are making a difference. Customer satisfaction is increasing, particularly across our central southern England network area. I’d like to thank you, our customers, for your support, your challenge, your ideas and your continued involvement, which is helping us make year-on-year improvements in the service we provide. I’m proud of the progress we’ve made and excited about building on this next year and across the rest of RIIO-ED2 to deliver excellent service to our customers."
SSEN Distribution
Stakeholder Engagement
Engaging closely with our Major Connections stakeholders underpins the work we do. We use insight and collaborative partnerships to achieve positive and tangible outcomes for customers, stakeholders and society.
-
Market Segment Engagement
We hold targeted focus groups and forums throughout the year to collect feedback, provide progress updates, and ensure targeted engagement on key topics. This provides us with a wide range of feedback which we review.
-
Connections Expert Panel
This engagement is crucial in reviewing proposed organisational priorities and validating those – for example the focus on customer journey and communications in 2025/26.
-
Connections Customer Conferences
Our annual Customer Conferences provide opportunities to further validate our priorities with a wider group of stakeholders, provide updates on progress against agreed commitments and share information to improve customer experience.
Helpful Links
-
Engagement Portal
This portal will show our upcoming events and engagement opportunities where you can get involved and give feedback. It's your space to stay informed, have your say, and help shape how we deliver our services. We value your input and are committed to working with you to improve our network and customer experience.
-
Surgeries
If you're looking for network information relevant to a site or sites you've identified or are already progressing toward energisation, our connections meetings service provides an opportunity to discuss your projects with our experts from pre-application to delivery.
Commitments
Our stakeholders helped us identify and set the following commitments in 2025/26. We successfully delivered against these commitments to drive improvements for our customers. We’ve already worked with our stakeholders to set our commitments for 2026/276 as part of our strategy to deliver further tangible improvements for our Major Connections Customers. These can also be viewed in our report below.