Northern Powergrid Anmeldelser 

Last month when openings electric garage door there was an almighty bang followed by flames. I phoned Northern Power Grid who had somebody out within the hour followed by a team of men shortly after. They dug up the path to replace 3 phase cables which had burned. EDF came 8 am next morning to replace electrical metre. NPG have also paid for electrician to replace cable tales. Customer service were both prompt and efficient at all times.

A contractor doing work for Virgin Media damaged s street lighting cable causing loss of power to 8 of 9 street lights in our street on November 4th .
Durham County council reported it to NPG on Nov 8th.
Apparently NPGs Offgem standard for repairing streetlights if new cabling is required is 25 WORKING days , but here we are in this weather around 30 working days later still without street lighting.
What sort of a standard for multiple streetlights off is 25 working days anyway when the street is actually a loop with 2 steep and one moderately steep hill situated on the edge of a village without any " shared" light from the surrounding area?
Our NHS is struggling anyway and we should all ( including the councils ) be working together to reduce injuries and falls , not increasing the risk of them happening.

I called today to see when they are coming to sorted out street lights which have been out over a week. All they can say is we can't give information out to residence only council and it's the council who told me to call them for more information. It an absolute disgraceful how they are treating this, kids are nearly getting run over even adults going to work on mornings like my self can't see. This needs sorting out

We had a power surge earlier in the year, 400 volts though our mains system which blew our boiler, washing machine, TV etc.
NPG did a work around job done on the boiler, which still requires the boiler powering on when hot water is required and off again afterwards.
Hopefully the part needed will arrive next week (late October) the LCD TV had a stuck pixel - google says its caused by a power surge, NPG refuse to accept responsibility. We have regular power cuts, candles and torches in easy to reach locations.
If I could review as zero stars, I would

Recent building work adjacent to my property has meant new supplies as well as faults have been fairly common over the last few months. My wall has been damaged by a contractor digging down below it's foundations to install new electricity supplies, the contractor is denying responsibility so I contacted Northern Powergrid on 31July 2022 to inform them of the situation. It has taken them until the 6th September after numerous emails and phone calls from myself to tell me that it is "nothing to do with them as the developer may have chosen an Independent Network Operator and I should speak to them. I have complained to Northern Powergrid about the fact it took them 5 weeks to find out it's nothing to do with them and they tell me it's a reasonable timescale🤷🏻‍♀️. I have now found out from the building contractors they used a company called Integrated Utility Services, a Google search reveals that
"IUS is a wholly owned subsidiary of Northern Powergrid and an electrical contracting business that provides diverse and complex power engineering solutions to major clients throughout the UK."
My next port of call is going to be the Ombudsman and a discussion with the regulatory body in charge.

Honestly don’t bother with these guys if you can avoid it (which you can’t as they have a monopoly…) tried to get a domestic looped connection removed and although they eventually turned up they didn’t call back (even after me calling them 5 months later). This was 9 months ago. They don’t give a feck!

My elderly mum's power went off around 130 this morning.We checked all the usual stuff so reported to Northern Power Grid. Within 10 minutes I had a call stating someone would arrive in the next 2-3 hours,they arrived in 20 minutes and diagnosed the fault. This was then picked up by the next team who had to get temporary power to the house until a permanent fix could be carried out on Monday and they arrived within the next hour getting power back up and running within the hour. Incredible service in the middle of the night!

At about 2pm on 31 March 2022, we had a break in our electricity supply apparently affecting about 40 homes in our area. Powergrid very quickly attended our property and removed our main power fuse to prevent damage to our electrical equipment in case of a surge. They then had to trace the fault which was found to be underground in the street. The fault was traced dug out and repaired in quick time and the supply reconnected to our home by 7pm that day. During the power outage we received several text messages from Powergrid informing us of the current position.
I feel the response from Powergrid was excellent and they couldn’t have done more to rectify the fault as quickly as possible.

Jobsworths'R'Us. Thank you to the engineer who attended this morning for not restoring the voltage to what it was before. And refusing to change it.

So now I have just spent the afternoon ringing my customers and telling them that, as I can no longer use my machinery, I will have to return their deposit to them and they will have to go elsewhere. Not sure where the money will come from, though.

I might as well have a good bonfire now with all the timber stored in my workshop for I can't do anything with it. It's time to fold the business, sell all my kit carefully built up over the years and sign on the dole.

So, thank you, Jobsworth.

On the Day we lost power it took over 6 hours to contact Northern Power Group. I put in an email claim after, 2.5 days loss of power, due to storm Malik. I received an automated response, then nothing until 18 days later, I wrote an email stating I was starting a formal dispute with them for failing to acknowledge my claim, had a reply same day. A cheque received from Louise Lowes, Head of Customer services, 19th March, totally ignoring my claim and paying the basic amount, plus the cheque had an incorrect spelling of my first name, even though in previous correspondence I had told them the correct spelling. Plenty of words but little action from Northern Power Group

Woeful. We lost power in Storm Arwen, as did most of Northumberland. Local media said cheques would come automatically. No cheque ever arrived, so I consulted the website. What a mess. Emails to the compensation address endlessly bounced back, after being held in a queue for too long. No phone contact, despite being a vulnerable customer. Would give them zero stars if possible. . No one predicted the devastation of the storm, but they've had months now to get their operatives on the phone to people, and to post compensation out

I would give this company a zero if possible. After at least 4 phone calls and 13 emails, I still have not received my compensation for 7 days loss of power during storm Arwen. Customer services are dreadful. They obviously do not record information given because I have to repeat my problem to every person I talk to. They say that the problem has arisen due to an address issue. On every occasion I have given my correct address and then the next person tells me it has not been corrected. They choose not to believe that I exist! One person told me that my cheque has been sent to the wrong person at the wrong address. How is that my fault??? After all, I have now attempted 10 times to correct their records. I won't give up on the £700 that they owe me but I can see that I will have to involve the regulator here.

northern power grid "our website is robust" when the power went off AGAIN on Sat for storm Malik(only 7 weeks after it went off for the days the last time) the website by 5.30 told you you were in a queue and then after waiting for 20mins at times, said you were at the front then threw you out to start all over again-(we had to drive 10 miles to get an internet signal! For this rubbish)Robust ...my foot!
Northern Power grids sent one email to keep us "updated"-it didn't tell us anything just told us how many people they had reconnected-smashing(as we sat in 9degrees) no reply facility on the email obvs WE HAD NO INTERNET, we couldn't see the email or your twitter or your useless power cut map !
Northern Power said "we're sending a van to give food"(day 3!) "it'll be there 1-3"people were at the village hall, wandering round the back of the petrol station hunting for the elusive van- 1.15pm folk got fed up wandering the village looking for it and drove in convoy to a fast food joint!
look, storms happen we're an understanding bunch, but we pay through the nose for electricity to heat/cook on etc (no gas lines for us!)and yet it seems to be as robust as a set of fairy lights-put some money into the infrastructure so people are not sitting freezing not knowing what's' going on for days and weeks

Power went off again Saturday due to new storm, I am classed as a priority customer but can never speak to any one. I received a text the power would be on by 11am 4pm it came on but no contact after first text, I know some householders are worse off. All I expect is communication. I was informed my area wasn't even on the map showing the areas off we obviously don't exist and can't even inform them because no one answers the phone. I then get three phone calls on Sunday evening first from a human asking if power on I would have thought she should know this!!! Second a computer call which I hung up then another computer informing me I still had no power and should seek alternative accommodation which they will pay for, obviously no communication with first call. This company is inept and a joke!!!!!

Ref to storm Arwen compensation ,this company makes it impossible to contact them.if you send an e mail all you get back is an automated reply.If you phone them they don’t answer the phone but tell you to send an e mail.it’s a pity we don’t have a choice to use this company because I would not

Power cut this morning 3.30 reported called back and had a man out to us before 5 electric back on by 8.30 great job.

Discovered we had no electricity on Christmas Eve morning. Phoned at 7.30am, Engineer arrived within 2 hours, identified problem with connection in street. By afternoon the road had been closed, dug up, connection repaired and we were back online. Well done Northern Powergrid.

Had a power cut which led to finding a existing gas leak that caused power cut
the service from northern power grid from start to finish was very proffesional from all the teams that did the work.Today came home drive jet washed soil redone and even grass seeded,never expected such a good service.
Well done to all.

I have lost 2 days wages waiting in for Northern Powergrid to turn up and do the job we paid them to do (Disconnection) losing money and now any faith that this company should be allowed to run any planned works! They outsource to companies that just do not turn up and do not let you know until the day they are supposed to arrive! I want my money back and appologies for 2 days loss of wages they have cost me!!

Possibly the worst customer experience I have encountered. Constantly on hold waiting for an advisor and loads of calls being clicked then dropped back into queue so that it takes 1 hour nearly every time before you speak to anyone. Even when you get through the advice is inconsistent and no timescale given for when issue will be resolved. Had no electric now for over 48 hours and I live in a residential town centre street so not exactly out in the wilds. I am being held hostage by the fact that a water leak in an adjoining property has meant there electric has been shut off till repairs to make it safe and this absolutely rubbish power grid company keeps saying that my supply cannot be reconnected (some rubbish about looped supply) even though there is a separate armoured wire to my property and no water issues in my property. Asked for loop to be removed and still waiting for engineers to attend. Poor poor poor indifferent service leaving me sitting in cold and constantly recharging phone in car only to wait another hour in call queue. Pathetic. As I write this been in call queue again for 1 hour 15 minutes