The BSI Inclusive Service Kitemark combines the best practice from the international standard ISO 22458 for consumer vulnerability and the requirements of some of the UK’s leading regulatory bodies. It was created to help consumers have confidence in services when they need them most and to allow organizations to demonstrate their best inclusive service practices.

In this series, Matthew speaks to organizations who have been certified to the Inclusive Service Kitemark. They describe the operational improvements they made to achieve the Kitemark. What achieving the Kitemark means in terms of delivering positive outcomes for consumers. And the advice they would give to other organizations wanting to start their own journeys to achieve this Kitemark.

This episode of the series features Scottish and Southern Electricity Networks (SSEN). They are the electricity Distribution Network Operator (DNO) responsible for delivering power to over 3.8 million homes and businesses across central southern England and the north of Scotland. Matthew speaks to Louise Jones, SSEN’s Social Obligations Manager and Emma Merritt, Lead Customer Relationship Manager, about why the Inclusive Service Kitemark is so important to them.

Series | Inclusive Service Kitemark

Find out more

BSI Kitemark for Inclusive Service

BSI Kitemark

ISO 22458 | Consumer vulnerability

SSEN

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