Our Process

At SSE we are committed to offering the very best in customer service. Our Customer Charter sets out what our customers can expect from us. From time to time, things do go wrong, and we have a Complaint Handling Process to set out what will happen if you have cause to complain to us.

All our advisors are trained to offer you the best possible customer service and will do their utmost to help you. We aim to reply to any correspondence within 5 working days after we receive your email or letter; however, more complex issues may take longer to resolve. We may have to contact other business areas within SSE or contractors to help resolve your complaint.

As part of resolving your complaint, we will offer you an explanation and an apology. We will also take remedial action and may award compensation in appropriate circumstances.

How to Contact Us

The easiest and quickest way to resolve your complaint is to phone us on 0345 078 3215. Alternatively, if you are unable to phone or would prefer to write, you can contact us by email at community.energy@sse.com or by post:

SSE Heat Networks, EU Customer Service, PO Box 261, Havant, PO9 9FE

First Point of Contact

When you phone us with a problem, our advisor will try to resolve the issue while you are on the call. If necessary, your complaint will be escalated to a manager. If you write to us, please include your full contact details so we can retrieve your account and investigate. We may contact you by phone to help resolve the issue. If we cannot fully resolve your complaint or agree on a resolution, you can proceed to the next step.

Escalation

If your complaint remains unresolved, you can raise the matter with our Head of Customer Service, who will carry out an independent internal review and aim to resolve it within 5 working days.

Write to:

SSE Heat Networks, EU Customer Service, PO BOX 261, Havant, PO9 9FE or email HeadofCS@sse.com

Energy Ombudsman

If you have not received a satisfactory response from our Head of Customer Service or 8 weeks have passed since you first registered your complaint, you can contact the Energy Ombudsman. You have up to 12 months from receiving either an 8-week letter or a deadlock letter to refer your complaint to the Ombudsman.

The Ombudsman will carry out a free, independent investigation. They may ask us to make an apology, provide an explanation, take remedial action, or offer compensation. Their decision is binding on us.

Please ensure you mention that your complaint relates to a Heat Network issue.

Energy Ombudsman Services contact details:

• Write to: PO Box 966, Warrington WA4 9DF
• Phone: 0330 440 1624
• Email: enquiry@energyombudsman.org
• Website: https://www.energyombudsman.org

Independent Advice

You may wish to seek independent advice at any stage. The Citizens Advice Bureau offers free and impartial energy advice and support. Visit their website or call 0345 404 0506.

You can also check our responsibilities as a Heat Trust member at: www.heattrust.org/complaints

What You Can Expect When We Resolve Your Complaint

As part of our commitment to resolving complaints fairly, you may be offered one or more of the following remedies:

• An Apology – A sincere acknowledgement that something went wrong and that we’re sorry for the inconvenience caused.
• An Explanation – A clear and straightforward account of what happened and why, so you’re fully informed.
• Remedial Action – Steps we’ll take to put things right and make sure the issue doesn’t happen again.
• Compensation – In some cases, we may offer compensation where it’s appropriate to do so.

These options are in place to ensure your concerns are taken seriously and handled with care.