"I’ve written previous posts on here…"

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 ay 1 am they came to…"

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"

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

"Brilliant customer service"

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 😁.

"Ageism and disability discrimination"

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!!!"

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…"

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."

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.

"Takes no responsibility and don't get back to you"

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"

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