Community Liaison Officers (CLOs)
This initiative is unique to ScottishPower with 12 dedicated staff providing face-to-face customer contact. These highly skilled and experienced employees represent ScottishPower within the community on both an advisory and representative basis. The CLOs also assist internal customers, providing training to a variety of areas to the business, including identifying and dealing with vulnerable customers.
Last year alone ScottishPower’s 12 CLOs undertook 14,500 customer visits, 1200 of which specifically related to providing energy efficiency advice and 100 of which involved customers with special needs. The CLOs also attended 70 exhibitions/events last year where they were involved in giving talks to attendees. In addition to this, the CLOs are also involved in the hand delivering of high value bills and dealing with serious customer complaints as well as providing heating advice and information about our Priority Services Register, Carefree.
