SSE is one of the largest energy suppliers operating in the competitive energy markets in Great Britain and Ireland. At 31 March 2017 it supplied electricity and gas to 8 million household and business accounts.
In Ireland's all-island energy market, SSE's retail arm SSE Airtricity is the second largest provider of energy and related services across Ireland (ROI) and Northern Ireland (NI), and the only energy retailer to operate in all of the competitive gas and electricity markets across the island.
At 31 March 2017, SSE Airtricity supplied electricity and natural gas to 0.79 million household and business customer accounts in ROI and NI, representing a 17% share of the total combined gas and electricity markets.
SSE Airtricity’s focus is on excelling in customer service as a key differentiator in what are highly competitive, price-driven markets. The company’s focus on using digitised platforms to enable customers to self-serve using their choice of device at times that suit them is another key differentiator, with 73% of all customer interactions completed via digital channels.
This continuous drive to deliver excellent customer experience has received extensive external recognition. In November, SSE Airtricity was named Customer Contact Centre of the Year by CCMA Ireland, and in March the company won awards for Best Customer Service and Best Online Service from leading internet comparison site Bonkers.ie. In October, SSE Airtricity was named the top electricity provider for business customer satisfaction in the Commission for Energy Regulation’s (CER) Consumer Survey Report, receiving an overall satisfaction rating of 91% from SMEs.
In late 2016, SSE Airtricity acquired 50 per cent of Fusion Heating Ltd., a leading energy services contractor in NI. The acquisition enhances SSE Airtricity’s retail energy offering, and further progresses the company’s diversification to become a retailer of essential services across the island.
On 31 March 2017, SSE Airtricity increased its regulated natural gas prices in NI by 7.6% for home and small business customers. The increase was examined and approved by the Utility Regulator and is the first increase in the company’s prices since April 2013. The change follows a four-year period during which SSE Airtricity either held or reduced its standard gas prices in the regulated market, including a 10% reduction from 1 April 2016.
In deregulated markets, SSE Airtricity reduced its household electricity prices in NI by 10% from 1 June 2016. In ROI, the company reduced both its electricity and natural gas prices by 5% with effect from 1 August 2016. In deregulated markets, SSE Airtricity reduced its household electricity prices in NI by 10% from 1 June 2016. In ROI, the company reduced both its electricity and natural gas prices by 5% with effect from 1 August 2016