Go to content
Home »About us »Making a difference »Customer Charter »
Our website is automatically set to 'Allow Cookies' as this ensures the best possible experience.
We've always led the way on customer service, and recently we've been busy putting all our efforts into making it simpler, more transparent and better value for you. We were the first energy company to stop doorstep selling. First to simplify tariffs. And first to launch a Customer Charter.
But we want to do more. That's what our new Customer Charter is all about. Following conversations with customers, and our independently chaired Customer Forums, we have identified the areas you want us to focus on:
Our charter explains what we're doing to help you in each of these areas.
PDF file: Our Domestic Customer Charter (2.8MB)
Our Charter also outlines our new Customer Service Guarantee. We're the first energy firm to go above and beyond the regulator's Guaranteed Standards and offer our customers our own £20 Service Guarantee. For each of the five commitments detailed in our Customer Service Guarantee that we fail to meet, let us know and we'll put the matter right and take £20 off your next bill*.
PDF file: Our Customer Service Guarantee (191KB)
*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.
Most computers will open PDF files automatically. If not, you may need to download Adobe Reader. To do this, please visit the Adobe website.
If you have any thoughts on how we're doing please email:
PDF file: Three Steps For Great Customer Service (360KB)
PDF file: Annual Complaints Report for energy (252KB)
SSE and associated brands: Scottish Hydro, Southern Electric, SWALEC and Atlantic are all trading names of:
SSE Energy Supply Limited Registered in England & Wales No. 03757502
(Supply of Electricity, Home Phone, Broadband & 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, Gas Installations and 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
SSE Home Services Limited and SSE Green Deal Provider Limited are all authorised and regulated by the Financial Conduct Authority for certain consumer credit activities.