Electricity North West Recensioni 

I rang and was given a strange email address which I used and never expected a reply. However when I got a response they asked for my number and called me when requested
They couldn’t have been more helpful. Answered all my questions and sorted my issue immediately.
If only more companies were like this!🥂

They have a phone number but when you choose the relevant option, you get cut off. The enquiry form is the only means of contact and it takes them forever to deal with anything. We are having horrendous problems with the equally inept British Gas and have absolutely no way of checking the billing without obtaining excess capacity details with ENWL. Nobody should be allowed to charge unless they can tell you what it is for. I wish I could give no stars.

A terrible experience with this company. After a power outage to myself and my neighbours on 31st may 2023 we have had no hot water, heating, power or lighting.

Power restored after a few days I have a family member who uses an oxygen concentrator so we had to use emergency cylinders.

They have advised they will sort the boiler out on Monday 12th so that’s going to be 13 days with out any sort of heating or hot water.
Personal hygiene is so important for a unwell person who uses oxygen
A 7 year old child
An adult female if you’re a female well you know what I mean when I say it’s the time of the month.

I spoke to one advisor who said oh we’re going to have some nice weather! Seriously make me wonder how detached these companies are from their customers needs.

There men were working until after 2.00 am that morning. They seemed to be filling the holes they had made from 12.30 pm/1 am onwards. Why didn’t they come back at a reasonable hour? The digging and loud noises late in to the night and early morning meant we couldn’t sleep. That work was not necessary to do then and they shouldn’t making noise after 11 pm.

They were there all day. Their vans were parked along the road blocking driveways and road so you couldn’t drive past. They seem to have blatant disregard for people and caused maximum disturbance.

As residents we weren’t notified of the work taking places prior or during the work to be able to prepare. This isn’t the first time they’ve been here. They were here last year a number of times.

I came back from holiday last year at midnight to no electricity. It transpired that they had switched everyone’s off in the immediate area but hadn’t attempted to contact me to let me know.

Electricity had been off for one week. I had a big puddle in the kitchen and all my food in the fridge had to be thrown away. There we’re lots of faulty appliances that weren’t working that needed to be fixed or replaced including my boiler, oven, microwave, washing machine, fridge, lights, house alarm. They damaged my front wall. I didn’t have electricity the next day until later on and it was our Eid celebrations.

It was a headache to sort it all out and it took over 2 months to get everything sorted and get compensated. I was being told they would only repair up to £300 and had to fight and argue everything.

My biggest regret is not having looked at the reviews on trust pilot..before I started on a two year journey dealing with this appalling company. ..from start to finish (if there ever is one )is unbelievably inept. arrogant.impossible to deal with..never available. .always hiding behind terms and conditions. .it is impossible to describe how totally inept they are..and that is just the start..the longer it goes on..the more you get blunder after blunder...no service..no one wants to answer anything. ..I have gone to Ofgem and the ombudsmen in the hope that something will be done...the latest escapade was to dig up the road (again )damage the water supply..refuse to give me a name..and just left...I have just had eye surgery and need clean fresh water..non of this matters to this crowd. ..they must be doing things like this every day of the week. .Can you imagine what it feels like having to deal with this ineptitude and waiting for someone with a grain of integrity only to be met with complete indolence. .Please read this review and contact me for more information. ..oh..and the positive reviews cannot possibly have been posted by anyone who wasn't part of their outfit...it just wouldn't happen...I wait again to see what happens and will take legal action to recover the many consequences of their lack of skills..Stay well away...ALWAYS.

Called ENWL with an electric meter fault spoke with a lady called Alisha she was so helpful and arranged an emergency engineer visit with 3 hrs. Engineer arrived within 30-45 mins couldn’t fix the problem it was down to the supplier but Dave was extremely helpful and went above and beyond. He got the suppliers name and number from his colleague for me. Overall great service. Thank you

Spoke to an adviser called Dan. Absolutely A1 service. Thank you

We had a power outage last night. The problem was soon fixed. We were kept informed by text and a phonecall from a real person, once the supply was back on
Excellent service.

Awful, unreliable and poor service. Please think twice before engaging with them.

Fantastic service cannot fault electricity northwest ,we had a power cut Christmas Eve 8pm ,,electrician came out early hrs xmas day it’s was a big fault a generator arrived within an hr which literally saved Christmas so could use our oven etc ,they came constantly with diesel to keep us in power over xmas we have had the generator until the 27th when they could dig the road up in the wind rain & dark they were there till nearly 11pm & then within an hr a truck came to fill the hole in from start to finish the service from each person has been fantastic especially at this time of year it’s much appreciated Thank you .

MARK OUSTANDING SERVICE FOR THE COMMUNITY. Spoke to Mark last night about a sudden power cut. MARK went out his way to support me. Support any urgent needs aswell. Updated all systems. We are so lucky to have people like Mark working at this time for our country. I wish him the upmost best at northwest electricity and amszing christmas.

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!

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 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 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 🙌

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 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 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 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.

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.