Scottish and Southern Energy Power Distribution

We own one electricity transmission network and two electricity distribution networks, comprising 106,000 substations and 130,000 km of overhead lines and underground cables across one third of the UK.

Distribution price control review

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Weather update

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The weather can disrupt electricity supplies. If it does, you can rest assured we will do everything to restore power as quickly as possible. 

About us

Southern Electric Power Distribution (SEPD), Scottish Hydro Electric Power Distribution (SHEPD) and Scottish Hydro Electric Transmission Limited (SHETL) make up Scottish and Southern Power Distribution which is part of the SSE group

SSE at a glance

SSE is a FTSE 100 company and one of the largest and most respected energy companies in the UK. As well as being involved in the generation, transmission, distribution and supply of electricity, SSE has interests in energy trading, energy services, gas storage, the distribution and supply of gas, electrical and utility contracting and telecoms.

Customer service

We are committed to offering our customers the very best standards of service. You can be sure that whenever you get in touch with us, you will be greeted in a friendly manner.

Performance standards

We promise to achieve certain performance standards which are backed by a guarantee. They were established by the Electricity (Standards of Performance) Regulations 2005 and were extended in 2010.

In an emergency

In an emergency dial 999 and ask for the police. They will contact the electrical distribution company responsible for the network in your area.

Electrical danger

Electricity is something we all take for granted. We are taught from an early age that electricity can be dangerous, but it’s sometimes easy to forget this, particularly when the hazards it presents are not immediately visible or obvious.

Our Press Office

We welcome enquiries from professional journalists and provide a 24-hour service for urgent enquiries.

To contact our Press Office, please call:
0845 0760 530 

SHETL to develop subsea electricity cable between Caithness and Moray

23 Mar 2012

We are planning to develop a 109 km subsea electricity cable between Caithness and Moray to transmit the large volume of existing and planned electricity from renewable sources in the north of Scotland.

What we do

In both our distribution areas, our first priority is to provide a safe and reliable supply of electricity to our domestic, commercial and industrial customers alike.

Our transmission Business Plan January update

Link to January 2012 update. PDF opens in new window.

Following consultation with key stakeholders, we have updated our  Business Plan for our transmission business and submitted it to Ofgem.

Your supply connection

If you are looking for a new or altered electricity supply connection from our network then we can help.

Your generation connection

Networks engineers up a pole

If you are considering the installation of generation to operate on our network then we can help.

Regulatory information

This section includes information ranging from charging statements to compliance and financial information.

Stakeholder information

Scottish and Southern Energy Power Distribution is committed to communication and engagement with customers and stakeholders who are affected by developments in electricity distribution and transmission.

Home /Customer service /Complaints /The complaints process

  • Complaint handling statement

    Sometimes things can go wrong, so we have produced this complaints handling statement to show what will happen if you have cause to complain to us.

    Our process

    All our staff are trained to offer you the best possible customer service and will do their best to help you. If they need to involve their manager, they will do so to ensure the matter is resolved as quickly and easily as possible.

    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.

    Step 1 - Aim to resolve your problem within 10 working days
    When you telephone us with a problem, our staff will attempt to resolve matters with you directly. However, if necessary your complaint will be escalated to a manager or specialist team.

    If you write to us with a problem, we aim to resolve matters within 10 working days. We may telephone you to discuss the issue with you.

    However, if we cannot resolve your complaint fully or have not agreed a form of resolution within 10 working days of your first contact, then we will escalate your complaint.

    Step 2 - Aim to resolve your problem within the next 10 working days after escalation
    If unresolved, your complaint will be passed to a senior manager who will do everything possible to address your concern and reach a positive conclusion.

    If we still cannot resolve your complaint fully or have not agreed a form of resolution within this second 10 working days period, we will escalate your complaint to the next step.

    Step 3 - Aim to resolve within the next 10 working days after second escalation
    If still unresolved to your satisfaction, we will raise the matter with the relevant Head of Business, who will aim to reach a resolution within the next 10 working days.

    All our staff are trained to offer you the best possible customer service and will do their best to help you. If they need to involve their manager, they will do so to ensure the matter is resolved as quickly and easily as possible.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.When you telephone us with a problem, our staff will attempt to resolve matters with you directly. However, if necessary your complaint will be escalated to a manager or specialist team. If you write to us with a problem, we aim to resolve matters within 10 working days. We may telephone you to discuss the issue with you.However, if we cannot resolve your complaint fully or have not agreed a form of resolution within 10 working days of your first contact, then we will escalate your complaint.If unresolved, your complaint will be passed to a senior manager who will do everything possible to address your concern and reach a positive conclusion. If we still cannot resolve your complaint fully or have not agreed a form of resolution within this second 10 working days period, we will escalate your complaint to the next step.If still unresolved to your satisfaction, we will raise the matter with the relevant Head of Business, who will aim to reach a resolution within the next 10 working days.

    Step 4 - Independent review: aim to resolve with the next 10 working days
    If you remain unhappy following the response from the relevant Head of Business, we will refer your complaint to an alternative Head of Business for independent review. We will aim to resolve your complaint within the next 10 working days.

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