"Customers out of pocket due to ENW…"

Customers out of pocket due to ENW fault. Power cut meant that all our food went off, we weren't able to cook and couldn't work from home either. ENW claims it would be a considerable cost to reimburse customers' losses, despite publishing a £167m profit in 2022. Will happily take your money but aren't bothered when you lose out. No wonder their profits were so high!

"Complete waste of my time and resources"

I reported leaking bitumen from my main cable 7 years ago and nothing was done. I reported this again when I had a Smart meter fitted at the beginning of this year. Someone came out and assessed the problem and explained everything. I have had an appointment today and I prepared everything expecting a main fuse to be replaced. Two engineers came and assessed the problem again and said that they would need to reschedule a new appointment. When I rang to complain I was told that they cannot rely on the original assessment as that was a fault engineer who is employed by Northwest Electricity So now I've lost a day's holiday and hours of time getting things out of the pantry just to be told the same thing I was told 8 months ago. The call handler was condescending and pointed out in the letter it states they may need to make a new appointment so why didnt the letter state they where coming out to assess the work and save me time and my days holiday. I was also told that when I originally rang it was a different company which is incredible because yes it is no owned by United Utilities but it is still the same people based on the same sites. All in all this is Ridiculous planning and complete waste of resources

"Enwl rubbish customer service"

Enwl came sort the cabling issue I had and dug the ground to get the cable and after 2 days came to unloop and after that I noticed the drain pipe (toilet waste pipe) was fully broken but they did not even report this to us, and was flowing into the pit where electric cables are. I reported the issue with all pictures and after 2 days enwl send an engineer to assess and he escalate and this escalation process kept going on for 9 days with no action. I was reporting every day during this time but no action.

I got hold of the customer service director's email and send a full report with all history with in 2 hours action was taken and I had 4 people chasing from enwl about the progress of the work.

So point is enwl management cares but nothing below that cares for customers complaint at all. I have to appreciate the director and her immediate response and action. What a stressful experience we had to go through with toilet waste for 9 days.

"Could not fault the guys on the…"

Could not fault the guys on the emergency phone line or the out of hours team who came and hooked us up to a generator to keep us going until the work men sorted our mains out ! Really helpful and speedy in getting here 🙌

"Great workmen !"

I live on cross lane in wilmslow where we are currently having new pipes installed. The team of men who have been working on it have been brilliant. They go out of their way to keep as little disruption as possible. They leave everything tidy when they go and are making excellent progress with the time they have been here.
Mrs Gent, White House 😃

"Last night we had a burning smell…"

Last night we had a burning smell coming from our metre box and no electricity. The customer service on the phone was amazing, and the electrician that came out was just as good, he talked me through what was wrong and even managed to sort out a fix for us until our landlord can sort it. He also dealt with my crying at 9pm so I'd like to add an extra star for that!

"We've recently had a 3 phase supply…"

We've recently had a 3 phase supply cable and fuse board replaced / upgraded.
The lads that came to excavate to the exsisting supply cable (Martin & Craig) were absolutely superb, arriving on time and carrying out their initial work with minimum fuss.
They were both very amiable lads with a great sense of humour and were a pleasure to deal with throughout.
The new cable was installed and connected by a third crew member (Ged) and we were back up and running with minimal interruption to our supply.
Martin and Craig backfilled the hole and then finally tarmacked the surface.
Once complete they swept and tidied up the area completely, when finished, apart from the small area of fresh tarmac, you would not have know any work had been done.
In summary all Three lads were a credit both to themselves and their company and we felt that they should be recognised for this, hence our review on Trustpilot.
Dave & Alison.

"I'm going to save myself some typing…"

I'm going to save myself some typing and quote Richard Cash - absolutely accurate but in addition the compensation procedure ( use the words loosely here)! is shambolic.
Yes, Storm Arwen was difficult - next time be prepared and communicate effectively. Please.

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.

"Power Cut"

My power went off about 11.20am, I checked my fuse box and no issues were found, I called EWN and spoke to a lovely lady who asked me a few questions, she said there had been no other reports for power outage in my area. She talked me through how to check my fuse box again,still no power. She explained things clearly and that within 3 hours of the power cut if it is just at my home someone would be out to have a look. I only waited 90 mins and a lovely electrician arrived wearing a facemask which I appreciated. He was about 15mins and it was fixed. It had been a fuse on their side of things so he replaced it and I have power back. So impressed. Thank you ENW.

"Electric fault at my unit phoned at…"

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.