We’ve achieved the BSI Kitemark accreditation for inclusive service

05 Oct 2023
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An SGN engineer talking with an older man in front of an SGN Safe & Warm van, parked on a council estate. BSI Kitemark is displayed in the corner.

Following an assessment with national standards body BSI, we’ve been certified as one of only a few organisations in the UK to have achieved the new Inclusive Service Kitemark.  

It’s the fourth year we’ve achieved accreditation with BSI following a six-day audit in which we demonstrated the ways in which we find and help customers who need additional support and how we never walk away from a customer in need.

The new kitemark is more in-depth than previous versions, which meant for the first time our inclusive services were tested in real-time and more evidence was captured to help meet the new criteria. We were assessed on how we help customers who need support, our website, customer training, our customer satisfaction and how we handle complaints.

When organisations put in place protections for vulnerable consumers they are taking a positive step forwards towards creating a fairer and more equitable society.

I am delighted that SGN has achieved BSI’s Inclusive Service Kitemark for energy provision. This demonstrates SGN’s ongoing commitment to offering an inclusive service for all. It makes clear the work that has gone into ensuring that customers who are identified as vulnerable experience a fair service and have the best opportunity to access information and provision to help them thrive. We look forward to other utility companies following suit.

Natasha Bambridge

Global Consumer Promise Practice Director at BSI


The accreditation demonstrates through our people, policies and processes that we care about all of our customers, especially those who are in vulnerable circumstances.

The auditor commented positively on our culture, our vulnerability plan, our customer promises, our services, and how we support customers who need help fast. She also liked how our people shared their customer stories and examples, which she found inspiring.

A woman with blonde hair wearing a patterned top

I’m really proud of all of our colleagues from across our business who help keep our vulnerable customers safe and warm every day, adapting their services to best support those who need additional help.

Supporting this assessment is truly inspiring as I learn so much more about the empathy and care our people have for our customers and colleagues. I’d really like to say a personal thank you to everyone who supported us in achieving this Inclusive Service Kitemark.

Linda Spence

Vulnerability Manager