Electricity North West Anmeldelser 

Turned up unannounced claiming that their switchboard had told them that they’d agreed in advance the visiting time - complete lie. Engineer informed me that this happens on a regular basis where they arrive at a location having been told the visiting time has been agreed only to discover that the home owner has no prior knowledge of their visit. The engineer informed me that he was a qualified electrician whereas most of their engineers are not. Although he was very friendly he seemed to have limited knowledge and had to constantly call colleagues for support and a local electrician who I put him in contact with to get further support and guidance. Not a good experience.

15 power cuts in the last 12 months. Joke of a company. Full evening without power but because it isn't 12 hours, you are entitled to no compensation. Useless the lot of them.

As usual, these muppets are constantly digging up areas around where I live and yet again another powercut, causing 233 homes to be without electricity in the Waterloo area of Ashton-U-Lyne.
This is the second time it's happened this year already.
Since moving from Leicestershire to the North West, I've yet to find a decent so called large company, that shows any integrity.

I’ve written previous posts on here about ENWL and it’s only fair that I write another now that ENWL tell me they won’t answer any more questions. Maybe they’ve finally found someone who can deal with a complaint?
Sadly no.
18 months since I started complaining to ENWL about flooding from their land onto mine and in doing so cause major damage, ENWL today ( Kelly from the Customer Relations Team) says we’re at ‘deadlock’. We’re not, I’m prepared to engage but ENWL don’t have the staff capable of dealing with complaints. I’ve still left it open for them to do a site visit (they’ve refused multiple offers) or to continue discussions.
I’ve previously mentioned that they state that the flooding is a ‘natural occurrence’ when it’s not., blocked drains are involved. I can understand if untrained staff aren’t capable of dealing with complaints but don’t they have a Legal Department?
They have no evidence to refute anything I’ve said. I’ve forwarded them plenty of evidence to confirm my allegations.
I stated that I wanted to make complaints about named members of staff but their response was…’this would be dealt with internally and as such not a procedure we share publicly.’ So, make a complaint and that’s the last you hear of it. You won’t find out any result. Why bother complaining?
I’ve dealt with many staff at ENWL in the Customer Relations Team and all are equally incompetent.
Why do I continue down this line for so long?
Evidence gathering……give them enough rope…..
I’ll now spend more of my time preparing a file for Court., fortunately I know how to do it.
Challenge everything ENWL tell you if you have a complaint. They really are incompetent. They try and fob you off and delay answering questions in the vain hope that it makes it too difficult to continue. Do they consider your welfare and the effect it has on you when you’ve had repeated flooding over 18 months, written dozens of emails, made numerous ‘phone calls? No.
They’ll put my complaints into a ‘persistent complainer’ file no doubt. I didn’t expect to have to do this but complaining against large organisations isn’t easy and I fully understand why most will give up.
ENWL……are you really so incompetent? You have my details, feel free to contact, do a site visit. I won’t go away until it’s resolved.

Power failed at 1 am they came to fix it at
9 am so much for the 24 7 service and yep on line reporting where they ask u a million questions anyway I hate them with a passion this is one of many failures and sat am is not a great time we all had to go out and eat anyway u can't avoid them / since I have no contract with them they don't care ...

Awful. Have constantly emailed and made a complaint about some work undertaken and ENWL is simply not replying. Customer service is shocking.

After waiting some time for confirmation of works to be carried out on my property I was fortunate enough to speak to Julie. Julie went out of her way to find out where the process was up to and was very accommodating and made the process very simple and stress free. Thank you Julie 😁.

Covered under their "Extra Care" as we have an 87 year old living with us. unable to walk more than a few steps or raise herself from a seated position without assistance of riser recliner or a one of us.
Scheduled outage for 4th March 2025. Last time this was scheduled I rang a week before and asked for a generator to supply emergency power (as I had been advised to do) to be told it was too soon and ring the day before. that scheduled work was cancelled.
Credit where it is due, ENW rang me the day before and I said we needed a generator as my Mum was disabled and we wouldn't be able to keep her warm and she wouldn't be able to use her riser recliner to be able to get up to use the bathroom.

Was told a generator wouldn't be an option, so asked that they delay the work until it was, again told no.
Suggested advice from Extra Care was to leave her in bed all day or take her to a friend or relative.
The problem with this is my brothers house is not equipped with disabled bathroom facilities and no riser recliner for her to be able to get up if she could use the Loo.
Also, we have two stairlifts to get her from her accommodation to our cars, no electric, no stairlift.

Is this really how we treat our old folk?

Poor poor show ENW!

Awful!!!! Won’t answer emails wont answer premium rate calls after 20 minutes of waiting they just hung up!!! We had no electricity for 3 days!

Honestly I hope no one has to deal with what I’ve been through regarding my experience with ENW. Just lies after lies with customer service and a money making scheme to force you to get a new connection when the works have already been done.

Pity we have to put up with this company. Customer service is non existent. I would challenge anyone to try the Customer Service assault course. Press all buttons for nonsense and remember to key in the number of the extension in five numbers and not three. Then enter the roller coaster ride of being passed from one department to another and when you finally talk to someone, you can talk complete nonsensical nonsense to someone who does not know the time of day, their job, or anything else for that matter. The level of intelligence from customer service staff, engineers and others is amazing. I would put in on par with the inmates at the zoo.

Myself and wife are both pensioners and disabled,our power went off for 15 hours and we lost our full freezer full of food.i contacted them for help and made a complaint which someone was meant to call me instead I got an email dismissing me,I called but no one answered the phone which I find incredible.Waiting to see if someone bothers to get back to me,we lost our total food for the next 6 months. Surely this company must have a hardship fund for things like this

Disgusting services, they cut your electricity off. Don’t have a manager to let you know that they’re gonna cut them off. Meanwhile I was on a dialysis machine look on my side this time the electric cut out 20 minutes after the machine finished else I would not be writing this message now thanks to your electricity board. I’m consulting my solicitor now to Sue these scumbags Complete cowboys

I rang ENW this morning and spoke to Victoria who went through security and the tests needed to help isolate the problem We both agreed it was likely to be the main supply at fault and engineers would be with us within 3 hours. Only an hour later the engineers arrived, diagnosed the problem and fixed it within 30 mins of arriving. Now that is what I call service. Exceptional. Well done to all. Xmas saved.

I had a power cut at CA16 6EH (a very rural village in Cumbria) in the storm on Saturday 7 December at 11.15pm. I phoned ENW to inform them and the call handler was very helpful and friendly. The maintenance team arrived by 1.15am. When I got out of bed the next morning they had started tackling the problem. The team leader was extremely professional: explaining the problem, offering me a cup of tea using their kettle in the truck, and even offering to cook my porridge in their microwave. He kept me informed of progress, with the job being completed by lunch time.
During previous power cuts I have received regular updates by email which have always been very helpful.

ENWL are brilliant! They keep in touch when the power fails and are always on the front foot with communications, texting frequently to update customers with the progress of repairs and a forecasted reconnection time.
The National Grid could learn a lot from them.

Good luck getting through to this outfit....their "customer service" line cuts you off so no way of even asking them anything - Shame you can't move away from them

I have a powercut. I contacted my electricity utility company (Electricty North West). I am highly impressed with the service, help and advice I received from Paul. This gentleman is a credit to his employer. What a great guy !

Evil company won't put electric in my home probably not until January. This is really evil in winter I freezing all the time and it is making my disability symptoms worse. I feel disgusting because I can't have showers anymore. I have to charge my phone on buses because I can't at home.

Power cut off for around 20 hours in a 48 hour period due to fault. I'm on the priority services register because of a medical condition (they offered nothing to help with this). Had to stay up till 4am till the power was restored. They're now saying they won't pay out compensation as even if the power returns for a few minutes it resets the 12 hour clock. I was then told there may be more cuts to come. Being able to do this to people with no repercussions is disgusting.