An Introduction to the Major Connections Incentive
The Major Connections Incentive (MCI) was introduced by Ofgem to drive Distribution Network Operators (‘licensees’) to deliver quality services to customers seeking Major Connections in RIIO-ED2. This involves evaluating overall customer satisfaction with the connections process, the timeliness of connections, and the provision of information to customers.
The role Distribution Network Operators like SSEN play in supporting sustainable economic growth through decarbonisation is fundamental.
Our Major Connections Annual Report for 2024/25 charts our achievements and progress towards delivering our goals over the past year.
We’ve delivered improvements in our customer satisfaction scores after a big effort to make positive changes to how we communicate with customers and their experience of working with us.
In the year to come, we’ll build on our progress. The coming year will also see the fruits of the Connections Reform process, which promises to deliver further broad progress to ensure vital new connections projects can move forwards.
I’d like to thank everyone – be they customers, stakeholders, or our own colleagues here at SSEN Distribution – for their involvement in a year of progress, which is making ours a better Major Connections service.
Stakeholder Engagement
We aim to deliver engagement, which is useful, accessible and dynamic. We use insight and collaborative partnerships to achieve positive and tangible outcomes for customers, stakeholders and society.
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Market Segment Engagement
We hold specific and targeted focus groups throughout the year to collect feedback, provide progress updates, and ensure targeted engagement on key topics. This provides us with a wide range of feedback which we review.
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Connections Expert Panel and Stakeholder Group Forum
This engagement is crucial in reviewing proposed organisational priorities and validating those – for example the focus around quotation as a key priority area for 2024/25.
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Connections Customer Conferences
Our annual Customer Conferences provide opportunities to further validate our priorities with a wider group of stakeholders, provide updates on progress against agreed commitments and share information to improve customer experience.
Helpful Links
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Engagement Portal
This portal will show our upcoming events and engagement opportunities where you can get involved and give feedback. It's your space to stay informed, have your say, and help shape how we deliver our services. We value your input and are committed to working with you to improve our network and customer experience.
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Surgeries
If you're looking for network information relevant to a site or sites you've identified or are already progressing toward energisation, our connections meetings service provides an opportunity to discuss your projects with our experts from pre-application to delivery.
Commitments
Our stakeholders helped us identify and set the following commitments in 2024/25. We successfully delivered against these commitments to drive improvements for our customers. We’ve already worked with our stakeholders to set our commitments for 2025/26 as part of our strategy to deliver further tangible improvements for our Major Connections Customers. These can also be viewed in our report below.