Customers of SSE, which was recently recognised as the best performing of the 10 largest suppliers in complaints data published by Ombudsman Services: Energy, can now expect a speedy resolution to any issues they are experiencing – or seek an independent review after just four weeks.
An SSE spokesman said: “We are proud of our track record when it comes to looking after customers and this is about raising the bar yet again. Investing in our websites, reducing call waiting times and training staff to deal with some of our most vulnerable customers are all other important measures we’re taking to improve and underlines our commitment to treating all customers fairly.
“We already receive fewer complaints than anyone in the industry but we won’t stop there. One complaint is one too many and, if things do go wrong, customers should know we’ll do all we can to put them right and that it won’t drag on forever.
“We want to fix any issues as quickly and directly as possible, while giving customers the peace of mind of knowing that they can get independent guidance sooner rather than later. We will soon be twice as fast as anyone else on this and would urge all suppliers to follow our lead.”
While SSE already outperforms the rest of the market, over the next year it will go a step further in promising that if it is unable to resolve an issue to a customer’s satisfaction it will inform them of their right to contact the Ombudsman after four weeks, twice as fast as the industry standard of eight.
SSE has consistently sought improve its customer service and complaints performance. This latest step is part of a series of measures SSE is taking to improve the experience of its customers, as outlined in its latest annual Treating Customers Fairly Statement, published today.
The new improvements include:
- Introducing new technology to SSE’s customer service lines to tackle call waiting times
- Investing in new state-of-the-art websites
- Launching a new online Energy Efficiency Household Assessment tool
- Additional training for customer service staff on how best to support vulnerable and elderly customers
- Scrapping charges for the removal of a prepayment meter