"I am amazed they are allowed to…"

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…"

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.

"Aggressive customer service staff who have no grasp of disabled customers in long term outage."

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"

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.

"There are no words to describe how bad this company is"

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 !"

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 we’re tasked with moving some…"

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

"The ENW customer service team resolved all my issues. THANK YOU"

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..."

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.

"Abby Jenkins"

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