Why our Customers can trust us

 

Skilled Workforce

All employees and contracting partners who access the network must have the relevant authorisations to do so. We have an award-winning training programme to ensure our people are appropriately trained and authorised.

Details of authorisation levels are held in our NMS (Network Management System) which enables our teams to despatch first responders and authorised engineers who are skilled and fit to perform the required service, 24 hours a day.

We have an established screening policy that is applied to all employees within SP ENW. New starters are initially subject to a DBS (Disclosure and Barring Service) check at the time of joining the organisation, with all employees requiring a DBS check renewal every 3 years in line with policy.

This policy also applies to contractors who come into contact with our customers whilst working on behalf of SP ENW.

All employees and representatives are regularly trained and briefed on safety and security and are required to wear the appropriate PPE and to have their ID card available at all times.

Customer Assurance

Customers can call our contact centre to confirm that it is our employees and representatives on site at any time. If a Customer checks an ID card, but need further assurance, they can call 105 to confirm an individual is authorised to access their premises.

Customers can also create a password that an Engineer would need to be aware of and share with them before they can access the premises. If you would like to access this service and create a password, please click here.

Customers can call 105 for any help and advice they may require in relation to the safety and security of the supply of electricity.

Accessibility with Recite Me

Our web site includes the Recite Me accessibility toolbar, designed to make your experience easier and more inclusive. Recite Me helps people who are visually impaired, neurodivergent, or non‑English speakers access content in a way that works best for them.

With Recite Me, you can:

• Translate the page into multiple languages

• Have text read aloud with adjustable voice and speed

• Change colours, fonts, and contrast for better visibility

• Use a screen mask, ruler, or magnifier to support focus

• Download content as audio files for listening later

To get started, simply select the “Accessibility help?” button at the bottom left of the page. The toolbar will open instantly, and you can choose the tools that suit your needs.

Making our website accessible to everyone matters — Recite Me helps ensure that all visitors can read, understand, and engage with our content comfortably.