SP Energy Networks Anmeldelser 

Allan Murray always quick to reply and provide an accurate response. Grateful for his help.

Digging up the road outside our house with about 4 vans taking up all the parking, a digger, barricades and more. Extremely noisy and disruptive work, some of which was going on overnight. Yet residents haven't been kept informed. Just awful..

I contacted SP Energy about a loss of supply from a generator that had been installed during scheduled maintenance work. Although the initial contact is rather frustrating - yes/no replies to a computer - I was then contacted by a real person!! The young lady concerned was most helpful and, following some further questions about my issue, arranged for engineers to attend. Two engineers attended promptly (it was early evening) and they managed to resolve the problem. Both men were thorough, methodical and courteous and pleasant in manner. Barring the initial contact with a computer (!) it was an excellent service - all completed within about 2.5 hrs of the first call - and I could find no fault with the response by the real people concerned!

We had a complete blackout on Saturday the 3rd May 2025 and they sent engineers out to the Sub station within 2 hours and the electricity was restarted what a quick response and the caller was great also thank you William Morrison

I can not fault the service we received from SPEN. Within half an hour of notifying them of my power outage, engineers were on site to investigate and determined it was an underground cable fault. A couple of hours later, we were hooked up to a generator and a work team had arrived, who worked through the night to fix the fault. Everyone I spoke to from the call centre agent, to the engineers/work team were friendly, respectful and considerate of the situation.

Company passed my personal details onto a third party.
That company then basically hounded me and failed to acknowledge that I was coping with health issues at time while they pestered me to act as go between between them and homes up and down the street.
I complained to both company and ESPEN but neither apologised or gave assurances that my personal info would not be shared in future. Instead I have been threatened with costs etc should I continue to use the charger.
I
There are rules regarding data protection and yet govt agencies seem to just flaunt them.
Complaint lodged on April 8 amd today May 2 nd no apology for way I have been treated.

Update 29th April, you guessed it - no response. Poor poor poor - now 1 star - so that’s that - hopeless

Update 27th April, three emails sent politely asking how to apply for compensation - zero responses so far - rating revised from 3 to two.

Had a high voltage problem in the area that meant our car charger won’t work as it shows overheating. Response from the technical side has been quick, but the problem has been ongoing for weeks and any fix is weeks away - the issue is when I ask about how to claim compensation the responses stop completely - so we can’t home charge with cheap overnight rates and have to drive to charge at a charger away from home for hours. Costing a lot - inconvenience etc - and I am politely asking the question and hear nothing back.

A loss of power supply at my bowls club was phoned in on 105 and a team arrived within 1/2 hour.
Two more teams became involved with the below ground fault located, repaired and area made good within 5 hours.
Excellent work.

I had storm Darragh in December 2024 . I was without power for more than 4 Days I’m electric only lost all my freezer stock , it was absolutely freezing and had only candles and total darkness.
I emailed Sp energy on the 14th March 2025 as I established that people in the near by village and others had a payment for there loss.
Following my email on the 14th March Sp energy acknowledged my complaint and promised to look into it for me .
Haven’t heard anything back also emailed them again on the 25th March with no reply.
I was lead to believe that if your power is disrupted for more than 6hours then that would trigger a refund but 4days without electricity and not a reply is disappointing .
I feel let down badly

Dreadful customer service...

I had a power cut yesterday 14th March. Morar Court FK3. Electrical engineers working on road cut our supply cable in error. Took 7 hours to turn power on to a care home/retirement home where the majority of residents live with disabilities. They never even attempted to supply a generator - BUT THEIR FAULT.
So we were all without power for 7 hours. Customer service - priority register, never texted me to explain until I called to complain. Ally/Aley/Allie from customer service (thought I was hard of hearing as she offered to spell her name) who eventually called on 15th March (9.56am) said, if your freezer defrosted, it cannot be as efficient as normal freezers take 12 hours to defrost food. (Completely disregarding the fact that if food defrosts for 7 hours, it cannot be frozen again, otherwise food poisoning) She suggested, just claim your household insurance. Yes, can do, but it was their fault the engineer burst/cut the cable laying new cables to supply a hotel further up the estate, not MORAR COURT RESIDENTS. NO apology offered and said she just called as a courtesy but that was only after I sent a bad review to their department.

WORST SERVICE EVER. Sack your Disgraceful customer service adviser and give someone with Empathy a job who really needs it.

Our power went off during Storm Eowyn on the morning of Friday 24 January and was off for over 48 hours, coming back on on the afternoon of Sunday 26th. Now, for me, that's just an unfortunate event and no fault of SPEN. As climate change gets worse these extreme storm events are going to get more freqent. I also realise that SPEN had a huge number of power outages including damage to critical infrastructure across the country that all need to be fixed, and obviously they've only got so many engineers and it's got to be safe for them. And then there are fallen trees blocking roads which need to be moved so that they can even get to some of the sites. So to be fair, I think these people do the best they can to get the power back on as quickly as possible in difficult circumstances.

HOWEVER what they do need to do is pay compensation fairly and promptly after the event, and they have not done this. I don't understand why this is so difficult. They tell people that they don't need to do anything and will be compensated automatically. But no, this has not happened for our village, because their system apparently says that the power in the village was off for 23 hours. When I argued with the customer service agent, his attitude was "that's what the system says". And when I challenged him as to why the system says one thing and the reality was another, he said that sometimes people think the power was off for longer than it actually was, because the power has come back on but people haven't realised....! There's nothing like having an agent imply that you're either a liar or an idiot to get your back up! I raised a dispute but still haven't had any response within the 2 working days.

It was also possible to claim compensation for meals and there was an online form for this. Speaking to people in the village though, it seems that those who rang up have received a cheque, but those who used the online form haven't.

For what it's worth, I also don't know what the point of the 'priority customer register' is. My neighbour is in her 80's and vulnerable. There was a text message on Saturday (over 24 hours into the outage) advising that there was a power cut. No s*** Sherlock! My neighbour was OK because we looked after her. We have a wood-burning stove and were able to provide a warm home and warm food. But I don't know what practical help would have been offered as a result of being a Priority Registered customer.

I left Scottish Power years ago and after having to deal with them again after my electricity was out for nearly 3 days, I remember why. They are a terrible company to deal with. They promised us the electricity would be on over the 3 days at 12pm, then 3pm, them 12 midnight, etc. I live in some of the oldest houses in the village, but everyone else had their electricity back on by 7pm the same night. People were staying with relatives, going into their cars for a heat and to recharge their phones. Not to mention the amount of money you had to spend every day on food because of all the food that was wasted in the refrigerator. Also there was no public transport as two trees had fallen on the bus route.
I tried to claim some compensation online for meals but the system kept freezing. The website said my claim would be processed within 10 days. I'm still waiting and despite phoning a few times, until the very last phone call I felt that no one I spoke to was really bothered. The last time the customer service operator informed me that due to the system freezing, although I had put my details in at least two separate times, one if the times my name had only went through and the other time it was only my address, so now I'll have to wait a full month for any money back and if no one has gotten back to me, I have to phone again. Well I'm done with chasing this up. It'll be a complaint the next time and then it will be forwarded to the ombudsman. The way this company treats individuals is disgusting!!!!

Absolute worst, I’ve been waiting for compensation since storm Darragh, for 3 days I had no communication despite being on the priority register, finally got through and told I would get compensation by the end of January. I lost all my Christmas food, medication etc and ended up unwell due to having no gas and electricity and lost 5kg because I couldn’t afford to Pay for food for both my daughter and I. Absolutely disgusted by the treatment of a disabled customer, contacting press so they will hopefully shamed into working

This company cannot improve, because it doesn't want to. Our power has been off for 36 hours. Depending on which message you believe from Sp Energy Networks it was fixed at 2pm (it wasn't), it will be fixed at 3pm (it wasn't, and you can take your choice from 5pm, 9pm, midnight. Or you can phone them and wait for an hour for a reply (no wonder the parent company made (2.05bn last year). The phone is still on the most annoying 10 notes they could find (see report below), designed to stop you hanging on. They of course expect you to be civil to them. Well civility cuts both ways, and they show NONE.

We're 77 and 74, no heating, no way of making a hot drink or a hot meal. A few months ago, we were asked to allow them on to our property to replace a pole and transformer, erected in 1958!!! At short notice, they cancelled and said they would re-assign another time to do the work. They still haven't. Is it any wonder their network fails? I shall be contacting Ofgen. Simply not up to the responsibility of the industry they are in, and too ignorant to provide customer service.

I've now been on the phone waiting for a whole hour, just listening to the worst beats possible.

Would I be right in assuming that SP Energy Networks will pay for my time, my phone bills, and the inconvenience of having no electricity and all that that implies. I shall keep you informed of their response. We're into the second hour of waiting on the phone now. If I said this was "shocking" would I be making an understatement? I have given up. That's what they intended as a company policy all along. They deserve minus 5 stars. Must be nice making £2.05 bn profit for NOT providing a service!

Phone call ended after 1 hour and 30 minutes. No response from SP E N. You can always try it and see how long they make you wait! (Without ever answering!!!)

I said that I would keep you up to date with the response from SP Energy Networks, and the good news is that I have had TWO phone calls to query whether or not our electricity is on now (it is), and a text query asking how they have performed. So, much better. I wish to emphasise that my issue is certainly not with the ordinary workers, either those out in all weathers doing a difficult and thankless task, nor with office staff having to field angry customers queries. My gripe is with the higher echelons of the company for some pretty basic issues, such as designing systems much better, and having honesty at the centre of their messaging. For instance, if you phone 105, then get rid of the pointless first message and get down to the issue at hand, cut out the infernal pointless messages throughout, and put through to a sufficient number of humans. Give clear messages as other organisations do... "You are at position "x" in the queue. Your call will be answered in about "y" minutes. If you would like us to call you, please press 1 and then hang up."
And finally get rid of the annoying "music" and play something a bit more soothing.

Power cut. No information available as website down. Holding page says telephone 105. Do that, and after the usual frustrating rigmarole of ‘press 1’ and ‘press 2’, eventually auto message says will pass you to someone to speak to. After a never ending wait, with THE worst and most annoying excuse for ‘musak’ (I have to believe deliberately designed to drive people off the phone rather than wait, snd it worked)…I just about lost the will to live and gave up

I had a lovely man called Wayne deal with my problem. It was rectified immediately.
Every time I've had an issue, the staff have been great.

I would like to thank the network engineers in Crosslanes North Wales for the swift and prompt response in reconnecting the area due to the adverse weather. Not an easy job in the conditions, total respect and much underestimated by the public what these guys risk and do, totally unrespected heros, thank you, well done from my family and myself.

After smelling that something was burning, we discovered that our incoming electrical mains isolator had failed and was seriously melted. Just 80 minutes after calling SP Energy Networks power loss and emergency number, their engineer, Helen Garnett, arrived to our home. Her attitude and engineering skills were excellent. Now, less than two and a half hours after first contacting SP Energy Networks, and reporting our issue to Jeanette, we have a new isolator fitted and everything is safely back to normal. A massive thank you to two excellent members of the SP team, who both impressed us greatly. Our job reference number was 00836914.

A truck took out a power pole early this morning outside my house in Castle Douglas. Ripped out the power line from my house & neighbours house. Called SP Energy & a crew arrived within the hour and replaced the power pole & restored service by 4.30pm. Excellent service!

SP Energy Networks biggest cowboys going, Fault reported and apparently to much voltage going into the house on 22nd Aug. 4 seperate days I have waited in for them including today and just rang them to be informed they are coming tomorrow 🤬🤬🤬but nobody will be in so another reschedule.
Went to reschedule and was informed it was ac fault at the sub station and not my house, yet last week I was told the substation fault was fixed and they needed to fix a fault at my end.
Absolute cowboys and disgusting customer service.