SSEN Achieve Inclusive Service Kitemark Certification

Scottish and Southern Electricity Networks (SSEN) Distribution has achieved certification to the Inclusive Service Kitemark, demonstrating its ongoing commitment to supporting vulnerable consumers.

BSI, the business standards and improvement company, this week announced the first nine organisations to achieve certification to the new Kitemark, to assure that they are providing an inclusive and flexible service that benefits all consumers, regardless of their personal circumstances.

The certified organisations, which all sit within the energy, water and financial sectors include:

• Scottish and Southern Electricity Networks

• Anglian Water Services Limited

• Northern Gas Networks

• PayPlan

• Power NI

• Santander UK PLC

• SP Energy Networks

• South East Water

• Wales and West Utilities

The Kitemark covers topics such as the identification of customer vulnerability, inclusive design of products and services, as well as the adoption of AI (artificial intelligence) and data collection, protection and sharing to ensure that organisations are creating an inclusive service for all.

SSEN prides itself on industry-leading service which is tailored, inclusive and accessible to customers both now and in the future. For the past seven years, the network operator has successfully achieved the British Standard for Inclusive Service Provision (BS 18477), recognising that its policies, procedures and services are accessible and fair. Over the past year, SSEN has built on its existing inclusive service provision by:

• Adding an overlay to its Power Track app to support customers with colour blindness.


• Enhancing its website to ensure services to support those most vulnerable is accessible in less than three clicks.

• Introducing Home Emergency plans to help customers prepare in advance for emergency situations, including power cuts.

• Reviewing its welfare provision framework to ensure support for customers, including those on its Priority Services Register (PSR), is tailored and targeted depending on the severity of the weather event.

• Reaching 1 million customers through its Winter Campaign door drop leaflet, targeting remote and rural locations and PSR-eligible areas.

Louise Jones, Social Obligations Manager at SSEN Distribution, said: "SSEN has successfully achieved the existing BS18477 for seven years so is thrilled to achieve certification to the Inclusive Service Kitemark. Our teams work hard all year round to ensure we help our customers, particularly for those who may find themselves vulnerable during a power cut, planned supply interruption or emergency situation. This certification is encouraging for both our employees and customers to know that we have been recognised by BSI for the work we do to provide an inclusive and flexible service."

Natasha Bambridge, Global Consumer Promise Practice Director at BSI, said: "Amid the cost of living crisis, and the growing number of vulnerable adults living in the UK, protecting vulnerable consumers has never been so critical. The Inclusive Service Kitemark demonstrates an organisation's ongoing commitment to offering an inclusive service for all at such a critical time.

"All of the organisations that have achieved certification have demonstrated they understand the impact of consumer vulnerability and provide an inclusive and flexible approach to address it. Therefore, these organisations are better able to meet a diverse range of consumer needs, making it easier for consumers to access information, services and products, make good decisions and achieve positive outcomes."

Additional information on the BSI Inclusive Service Kitemark

The BSI Inclusive Service Kitemark focuses on protecting vulnerable consumers and the certified organisations have demonstrated compliance to the standard, BS ISO 22458 Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service.

It has industry specific requirements which have tested the organisations' processes with evidence they are meeting performance metrics in these areas. It provides a framework to help organisations and their employees understand the underlying factors involved in consumer vulnerability, and work to develop processes, implement services, collaborate with partners and look at new innovations to help overcome this challenge.

Additionally, the Kitemark aligns with regulators including Ofgem, Ofwat FCA, United Regulators NI and their strategies to drive organisations to do more to safeguard customers in vulnerable situations.

To achieve the BSI Inclusive Service Kitemark, the organisations were assessed by an expert auditor against the BS ISO 22458 standard and scheme requirements. This was a two-part assessment, which will involve a programme of ongoing surveillance now that certification has been achieved to assess continuing compliance.