Wednesday 28 March 2012

SSE create regional customer forums to regain trust

The UK's second largest energy supplier, SSE, is establishing regional customer forums in an attempt to improve its service and to regain the trust of its customers following a rough year for the Big Six.

SSE customers are being invited to join one of four independently-chaired forums where they can give feedback about issues that affect customers in their area. There will be specific forums for customers in England, Scotland and Wales as well as a forum dedicated to online customers of its Atlantic brand.

Each forum will be chaired by a representative from either Consumer Focus, Which?, National Energy Action and Citizens Advice Scotland, which SSE claims will ensure impartiality. Tony Keeling, SSE's Director of Customer Service said: "No topic is off-limits and we expect to receive some tough challenges on which we can act with substance."

The forum members will review current policy and practice, highlight issues where they believe greater focus is required and suggest areas for improvement. Each group will then produce a report on the activity of the forum, including their overall findings and recommendations.

Mr Keeling added: "One of the first things we will ask them to do is review the package of ten proposals we announced last October, which were designed to build the trust of energy customers. We want to know if they have made a difference and what new measures we could introduce to keep up the momentum."

Customers interested in joining one of the forums can apply via the company's website.