The connections stakeholder engagement team oversees proactive engagement activity. This includes our customer conferences, market segment forums and focus groups. They also organise webinars and provide information resources on topics of interest within connections. The team analyses stakeholder feedback to form actions and commitments, to deliver continuous improvement for connections customers. 

Contract Managers are responsible for issuing all DGES (Distributed Generation Electricity Supplies) and MAJP (Major Projects) offers in line with SLC12, handling any contractual queries related to those offers, and managing the full process from acceptance and variations through to payment schedules and milestone tracking. 

To focus on delivery, we have split the Contract Managers into 3 Delivery Groups and DGES.  These groups have several GSPs (Grid Supply Points) assigned to them and are led by a Lead Contracts Manager.  The Delivery Groups link up with Large Capital Delivery, which in turn have projects which are organised into the 3 Delivery Groups based around Grid Supply Points, each led by a Project Director.  This way we aim be become more joined up and cohesive, making it easier for customers to speak to whom they need to.

Application Team Managers are responsible for managing the full application and quote acceptance process.  This includes raising applications, taking payments, and offering support and guidance to customers via phone (0800 048 3516), by email or, online.

Minor Customer Connections Managers oversee the Connections Service Centre, guiding customers through their entire journey from application to project delivery. They handle processing acceptances and payments for connection quotes, drive the push towards self-service and automation in quoting, and manage the financial closure of projects, making sure everything wraps up cleanly.

Delivery Managers for Large Connections are responsible for managing the onsite works involved in delivering your connection, including securing land rights and providing expert guidance throughout the delivery process. They sit within our wider Connections Delivery team, which is split into four key areas: Major Projects, Large Connections, Competition in Connections (CiC), and Minor Connections. The Large Connections team specifically handles projects with four or more new connections, a single supply larger than 69kVA, as well as diversions and disconnections.

The Large Capital Delivery team is responsible for delivering major projects and large customer connections that require 33/132kV works. Projects are organised into Delivery Groups based around Grid Supply Points, each led by a Project Director. Within these groups, Senior Project Managers oversee all projects tied to their specific Grid Supply Point, while individual Project Managers are responsible for the day-to-day delivery of each project. Dedicated Delivery Contract Partners will also be appointed to each group, with the tender process currently underway.

The Customer Service, Vulnerability and Strategy team shapes SSEN’s overall customer service approach, leading on everything from the ED2 Customer Strategy to digital experience and service design. They oversee the Customer Vulnerability Strategy, manage the Priority Services Register (PSR) and social obligations, and provide strategic direction during storms through welfare planning and frameworks. The team also drives customer-focused change and improvement projects, owns the SSEN website and digital strategy, and leads on customer performance, insight analysis, and reporting.

The Customer Contact Centre team is the frontline for all customer interactions, handling faults, general enquiries, and providing essential support during storms. They manage communication across written, digital, telephone, and in-person channels, while also overseeing customer complaints, including executive-level cases. The team is also responsible for the day-to-day resource management of our Contact Centres to ensure smooth and responsive service.

Our Legal team is handled by Raaj Bains, Head of Legal.

Raaj is a commercial property solicitor and is the Head of Legal (Property) Distribution, based in our Reading office, advising on property, planning and environmental issues.

Raaj leads a team of 10 lawyers based across Reading, Perth, Glasgow and Inverness. His team spend most of their time working on real estate transactions for SEPD / SHEPD. Between the in-house team and the external panel firms, Raaj steers c.3,000 live transactions

The end-to-end connections customer journey is the sole responsibility of the Customer Service Directorate. This change, brought about in 2023, provides our customers and stakeholders visibility of staff responsibility and accountability throughout the journey, from application to delivery.

Our networks business is split into four regions, each with a dedicated leadership team; Ridgeway, Wessex, Thames Valley and Southeast.

Sometimes things don’t always go to plan and if problems or issues need to be moved on, we provide a pathway for dealing with matters that require a higher level of intervention.  Each stage of the customers journey has its own points of escalation; these are highlighted in the drop boxes below.