Electricity North West Anmeldelser 

Electric fault at my unit phoned at 1628, kept on hold for 30 mins, then was told someone would be out within 3 hours, so I left my contact details only to be told we forgot to ring you as they was no one there, earliest would be the morning after 8am.

I am amazed they are allowed to operate.
80 years old and on the Vunerable peoples Preference list.
No elecric. No heating or lighting
No idea when it will be restored.
I phone to see what they do for vulnerable people on the Preference list as due to poor maintainance of a substation it was out of action.
I was offered nothing and told to phone Age UK which were closed! When they did open the following day they said they could not help
I raided a Complaint and have written twice since over many weeks. No reply and to insult me even more they send an email that says "supporting out customers"
We pay their wages but do nothing in returm

Totally unreliable & simply fob you off by telling you what you want to hear rather than what the real situation is. Even though when I phoned they confirmed to me the date for the schedule of work to commence in the week it was due, I am still waiting for them 1 week later! And this despite me speaking to them every day asking for an update which they were always vague about. Claim their customer service is 10/10...I wouldn't give them 1/10. Their customer service statement is to phone them as they'd be pleased to speak to them but if you are lucky enough to get through they never get back to you. Typical monopoly attitude because they know you can't get your connection done by anyone else.

Having my 90 year old parents struggle through storm arwen with medical conditions, I'm disgusted with the customer service representative I conversed with on both the 1st and 2nd December.
1, the website reports that outage will take till 3rd December 4pm.
2 my sister having been with them through this period had to return home.
3she now plans to return to Our parents to take care in these difficult times.
4 we persuade her that we'll go up and support them .
5 power comes back on later that day
And my complaint about lack of customer information is dealt with by a compassionate member of ENW. Though no actual information available.
6 following day am contacted by another representative of the company who still has no details of why their specific post code which is a limited number of houses and rental accommodation is still showing as powerless. Long conversation where he tries to convince that the website details do refer to my parents?
7 agrees to contact me following day to update me of actual situation.
8 next day I'm contacted by same operative with information that he can't disclose what is going on as it's on private property an is therefore data protected. He continually talked over conversation in an attempt to stop further detail of the problem. Still my parents are worried by website information that they could be rediisconeted and plunged back to cold and darkness..

This is a local power supply company who at the very least needs to keep it's customers informed and up to date with the developing crisis situation. Having a website that does this is paramount and essential along with being able to report faults. Not happening with ENW. Having staff that have access to current information in a pleasant and non confronting manner who have command of the English language without resorting to bully boy tactics.
I'd like to wish that his own parents in the future suffer the same situation mine have found themselves in, but an a better person than that and wouldn't wish this in anyone. Shame certain portions of your staff are unaware of what four days without heat, light, phone and hot water in temperatures below zero in their nineties with medical conditions is like.
They lived through war years and are no strangers to hardship, but the contempt shown by your representative, nay your company is beyond acceptable in modern society.

Storm arwen.
ENWL have had a very busy period, I understand that storms causing this much damage come round very rarely in this country. That being said the company should also look at ways of improving in future outages. My area is still experiencing no power, the lights are still off....6 days and counting 😎

First point.....Don't give customers a date and time of expected return of power if its not realistic. My power was supposed to be back on 3 times now (information on your website) but each time no power, a new message appears "under review" . My advice to the person who is reviewing these time/dates, be realistic and honest to your customers, it will cause less upset in the long term.
Second point.....I can only comment on my own area here, but on your website it stated on a number of days that you are "on site" where the issue is. I visited that site over 3 separate days, there was nobody there and no sign that anyone had been there. Again be honest with your customers, this also highlights the First point, you were giving time and date of power back on, but there was nobody on site to inspect the damage. So your guesstimating power back on times.
Third point.....you seem to be mainly communicating through social media, which in any other circumstance would be fine. Just to clarify with you, some of us have been off for 6 days now, which means not everyone will be able to charge devices that connect to social media via the Internet. Which in turn means there are many people without access to your updates because the outage is not allowing them to charge their devices......and of course there WIFI will be down as well. Just thought I would mention that to you!
My fourth point......you are sending out food trucks to certain areas, which is a great idea, just a suggestion.....it might be a good idea to send those food trucks nearer to places that still have no power, alot of the trucks around cumbria are turning up in places that have been reconnected.
And last but by no means least, maybe you should look at your recruitment policy, especially when it comes to people connected with customer management.

Absolutely appalling company with zero regard for their paying customers.
Not able to speak to a human being and the website says the power outage is now fixed!
They told a neighbour that they would be here at 4pm and it is now 5:30pm with no sign of activity.
This is now the 4th night without power and no update whatsoever.
We have a 90 year old neighbour living in his own and they have shown no regard for his well-being.
This company should be held answerable for its breach of duty if care

Absolutely shambolic !! Unable to speak to a human being, only automated message to advise No Power cut in my area, despite leaving several messages on social media explaining my issue; My provider deployed an Engineer who confirmed no supply reaching my property & to contact ENW. No Electric since 26/11, therefore no heating & hot water with 2 pensioners over 70 living in the property !! Although I am instructed to remain on the line so they can take more details, I don’t have the luxury of power to charge my phone …. So after an hour waiting I’m forced to end my call to ensure I have enough battery to receive their call back - oh, wait after 2 days… still not received a call back! So I am forced to repeat the process over & over until they decide to give me 2minutes of their time to confirm they have received my issue & provide a timeframe of resolution…. As I have no other option. Absolute madness

ENW were tasked with moving some electrical wires due to our building work
Gary kept us informed of progress and the lads arrived on time, were pleasant and done a grand job! Thankyou from Vic Carlill

Initially I left a Bad review, but have amended since. After I spoke to the customer complaints about a recent incident about all the problems that ENW caused, they logged my complaint and rectiied damaged caused to my driveway within a day. So thankyou to Toni at the Custome complaints for going all out to help solve all my issues with ENW.

Initial service was good. A cable had snapped causing us to have no electricity, someone was out to us within a couple of hours and although the problem wasn't fixed until the following day we were provided with a generator over night.

My problem, the job was supposed to be completed (repair to drive way) within ten days but I had to chase 2/3 times to check when this would be happening before someone coming to complete the job around 1.5 weeks later than the completion date. The job was impressive, unsealed gaps left, cracking, and poorly finished edges - we were however just glad to no longer have three big holes on our driveway

Customer services called up and I felt very encouraged to leave a complaint, but overall I was impressed and grateful for the follow up. I sent over images, explained our concerns and asked that the plastic fences and sandbags be collected... I have since sent over images again to another customer service advisor and still nothing has happened.

The job was initially called in on the 3rd of June. I am still waiting on someone to come and assess the work done and I STILL have the plastic fences and sandbags sat on my drive, despite requesting this be moved on 4 separate occasions.

We have been more than patient with waiting for a resolution but my emails are now being ignored.

What awful service!!! Got no electricity and have an under one in the property, no urgency what so ever! Not helpful at all on the phone

We came back from holiday to no electric throughout the house
ENW came out within 20 minutes, the problem was found, he set us up with a generator so we had lighting, tv and fridge freezer, the engineers came out and worked for nearly 8 hours through the night they were hard working polite and friendly, we have our power back on and we are just awaiting the path to be put back in place, we were told it could be a few days, we are happy with this,
Excellent service

Bb4 Rossendale area No electricity for 7 hours. Reminds of Pakistani electricity engineers 👎👎

No power again today, also no water. ENWL supposedly fixed water pumping station problems in Worsthorne late last year but here we are again. I've had 10 text messages from them today, the latest one apologising that the "electric" still isn't back on, even though the supply resumed about 4 hours ago! ENWL is to our power supply what Network Rail is to the railway system: a bl**dy privatised shambles, almost certainly owned by overseas entrepreneurs. ENWL = ELECTRICITY NOT WORKING, LOSERS!

Utterly useless. Where to start. Call handling appalling. I hung on after going through half a dozen options and was cut off after 15 minutes. Usual story of not enough call answerers. Then tried website to get an idea of what the cost would be to move the board. Confronted with amateur and inaccurate graphics model to provide hard fee quotation. Not even remotely accurate and no I didn't want them charging me over £1000 to dig an imaginary hole.
Remnant of an old state owned operation with all the nasty bone idle habits.

While digging up the pavement outside our house, ENW seriously damaged our recently laid ( and quite expensive ) block paving driveway. At the time we were assured that it would be put back 'perfectly' ? They sent a contract company called O'Connor Utilities round to make good the damage, who proceeded to 'butcher' our driveway even further ! a cowboy outfit with no skill whatsoever. When I complained, they said that they would send them round again to have ' another go' !! When I said that I was not happy to let them butcher it a second time and that we really preferred to get the original professional company to come and make the repair to the original high standard they simply washed their hands of their damage to our property. Saying 'that's all they can offer' ???

They then , in an admission of guilt, offered to send a cheque for only £250 to go towards the cost of repairing their damage ! This is about a quarter of what will be the actual cost !

ENW are a shoddy company and think that they can simply ride roughshod over people.

Beware of this company.

If I could give them ZERO stars I would, but trustpilot does not allow this.

Unbelievable Service: reported a power outage at 06.00, at 06.45 the engineer knocked on the door, went to check the substation, came back, confirmed the fault was at our property, before 08.00 the team were on site to investigate further, locate the potential faulty joint and by 08.30 the hole was dug. It was not an easy repair and involved a meter relocation and replacement joint, all work completed by 20.30. They provided a generator to keep fridges running and even made our coffee in their van. Their contractor for restoring the "hole", O'Connor Utilities, have been equally excellent, arriving when they said they would and keeping us informed at all times. Everybody who has been to the house (many) have been friendly and very professional in their work. Nothing but praise for all of them at a stressful time.

Very impressed with the initial customer care service from Jake regarding a power outage and also from a follow up call from a lady whose name I do not know to check that we were all up and running. Excellent service. I felt valued as a customer!

Just received an email from this company ? Never heard of them looks like a scam email.Reads:

Hello,
During this Covid-19 outbreak, our teams are working hard to carry on our crucial role of managing and maintaining the power network so that we all have electricity today and tomorrow. We are taking our responsibilities to our customers and colleagues very seriously and keeping everyone safe whilst we deliver electricity to customers and businesses in the North West

Power cuts are quite rare, and no more likely during the Covid-19 outbreak. For some customers, being without power can be more challenging, and we can support those customers with our Priority Service Register. If you’re registered for Priority Service if ever you are without power we will proactively keep you updated and support you in any way we can. If you like, you can also nominate a friend or family member to receive updates on your behalf to make sure everyone knows what’s happening if there is a power cut.

Update your details

It has been a while since we have been in touch with you so we are asking you to take five minutes to update your information which will allow us to provide you with the very best service possible. Now would be a good time to make sure you have joined our password scheme too. Joining is free and simple. Having a password is a great way to know that if an Electricity North West engineer calls to your home you will have a pre-agreed password so that they can prove their identity. Find out more here passwordscheme

To remove your details from the Priority Services Register click here

For further details on how we collect, store and handle your personal data, as well as your privacy rights and how to exercise them,

Click here to update your details online
If you would prefer to contact us directly, or remove your details from the Priority Services Register, please email the Customer Welfare Team at customerwelfareteam


Yours sincerely,

Electricity North West Customer Welfare Team

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Don't trust a company run by Mail Chimps !!! and I have never registered ???

Power outage at 2pm today in Bolton. Called up and informed. Had a repair man on the scene about an hour later. All completely fixed by 5pm. Guy on the phone was friendly and arranged for me to get text updates about the problem. Well done electricity north west