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ESP Utilities Group Avis 9

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TrustScore 2.5 sur 5

2,3

Compagnie gazière
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À propos de l'entreprise

  1. Compagnie gazière
  2. Solutions et équipement énergétiques
  3. Fournisseur d'énergie
  4. Fournisseur d'énergie verte
  5. Entreprise d'équipements collectifs ménagers
  6. Entreprise de Voirie et Réseau Divers (VRD)

Informations provenant de diverses sources externes

Householders Residential Developments Industrial & Commercial ESP Utilities Group Adopting and Operating Residential, Industrial and Commercial Energy Networks ESP Utilities Group is one of the UK’s largest and longest established Independent Gas Trans...

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2,3

Bas

TrustScore 2.5 sur 5

9 avis

5 étoiles
4 étoiles
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2 étoiles
1 étoile

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Noté 1 sur 5 étoiles

The worst company

The worst company I’ve ever experienced. I’ve currently been without power for 10 hours and not an incline of how much longer it will be. I contacted them half hour into the outage which the said I’d have my power back on within 3 hours upon that timeframe passing they then told me they were sending out an engineer to look into the matter so god knows how they were fixing the problem before an engineer even coming out. They told me he would attend by 6.30 then that changed to 8pm soon as I got off the phone to them. 5pm passed and all lines for contact are closed and there is no emergency number to contact so I called another department in the company and they said they have no means of providing me another number to contact as they don’t know it. Honestly if you are thinking of buying a property with this company as your providers I wouldn’t touch it with a barge pole. The most embarrassing customer service I have ever experienced and I will be taking this further. COWBOY OF A BUSINESS

14 mai 2026
Avis spontané
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Réponse de ESP Utilities Group

Hi Gentry Gaming,

Thank you for your feedback.

We are very sorry hear about the power cut you experienced yesterday and the frustration caused by the information provided.

As an IDNO, ESP relies on the upstream DNO for updates when the fault is found to be on their network. The times provided for engineer attendance and restoration are estimated only, however, we work hard to ensure the cause power cut is investigated as promptly as possible.

We offer a 24 hour emergency line for power cuts and this available 7 days a week. The option to sign up for SMS updates on the live incident is offered on all calls into this line.

Our website is also regularly updated with the status of power cuts and you can find this information here: https://espug.com/live-incidents/

If you would like to discuss this further or understand the services we offer during unplanned power interruptions, please do not hesitate to contact us at hello@espug.com or via phone on 01372 587 500.

Thank you again for your feedback.

ESP Customer Service Team

Noté 1 sur 5 étoiles

RIP off

Want £14000 to connect gas to a single dwelling what a joke of a company the gas mains is less than 10 meters away from property very unhelpful. I would love to see the breakdown of the costs for a single connection I am paying for the whole block of flats I think. No one has been and looked at the job just made a figure up in your heads dived that price by 6 flats and would be happy to pay it. RIP off yous need reported

23 avril 2026
Avis spontané
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Réponse de ESP Utilities Group

Hi Gregg,

Thank you for your review.

We're really sorry to hear that you're disappointed with the quote provided, we can appreciate that the quote feels high for a single gas connection.

As explained when your quote was provided, the majority of the cost is attributable to the mains extension required to reach your block of flats due to where the current mains service pipe is located.

If any of your neighbours are also planning to install a new gas connection, we would recommend speaking with them, as this could significantly reduce the cost of your quote.

Once again, we appreciate your feedback, and if we can assist you further with this, please do not hesitate to contact us via our main line (01372 587 500) or via email on newconnections@espug.com.

Best regards,
ESP Customer Service Team

Noté 2 sur 5 étoiles

Poor service during power cuts

For some unknown reason, we live in a small cluster of houses near Selby, who are connected to ESP Utilities rather than Northern Powergrid for electricity distribution. We live in an area that has experienced a lot of power cuts over the last couple of years, but every time we phone them to report a power cut, they claim they don’t know anything about it. They also ask if I want to be registered for text updates every time - yes please - but then never ever get any communication, updates or offers of compensation for the power cuts we have experienced. I expect this company gets their updates from Northern Powergrid, and doesn’t actually fix anything in our area themselves. I made a formal complaint around a year ago after our power had been off for several hours, but never received any solution, and every time we phone them they act as if we’ve never phoned them before. Most of the operatives are polite, if lacking in knowledge - that’s the only positive thing I can say. These “utility companies” seem to be a throwback to Conservative quango days - what they actually do is unfathomable.

Edit: Thanks for the response. However, I have absolutely no record of a cheque being sent to us in February 2025. How do you know who I am, given this review does not give my full name or details? Furthermore, I did not receive any feedback or reasons for the powercut this last weekend. Perhaps you could text me this via your “update service”. Thank you.

13 décembre 2025
Avis spontané
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Réponse de ESP Utilities Group

Dear Julie,

Thank you for your review, we appreciate all feedback from our consumers.

Firstly, we are sorry to hear that you feel you have not received the right level of support during power interruptions at your property, I understand how inconvenient these incidents can be.

Having reviewed our records, I can see that you contacted us in January 2025 regarding a power interruption which took place on 10th January 2025. Based on our investigation, we found that you were due compensation under Regulation 5(2)(a), which we confirmed with you on 5th February 2025, and a cheque was sent to your home on 18th February 2025.

ESP Utilities is the Independent Distribution Network Operator for the electricity supply at your property, meaning we are responsible for the supply to your property. However, as our networks are fed by the Distribution Network Operator (Electricity Northwest), when they experience faults on their network, our consumers are also impacted. We do understand the frustration this can cause, and we always ensure we are working closely with the DNOs to enable the safe and efficient restoration of power.

Regarding the further power interruptions you have experienced, we can confirm that we are aware of other incidents since 2023, however, please note that ESP is made aware of power interruptions through consumer contact, meaning that if we are not contacted at the time, we are unable to record and investigate these effectively. Should you experience a power interruption in the future, please call us on 01372 587 500 during the incident so that we can ensure a full investigation can be completed.

Should you require further assistance or information, please do not hesitate to contact us on the number above, or via email at hello@espug.com.

Once again, thank you for your feedback.

Kind regards,

ESP Utilities Group

Noté 1 sur 5 étoiles

The worse company

The worse company, they don't care about customers. Power cut taking days for them to sort the problems.

7 décembre 2025
Avis spontané
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Réponse de ESP Utilities Group

Hi Muharem,

Thank you for your review, we appreciate your feedback regarding the power interruption you recently experienced.

We truly understand the inconvenience and frustration caused, and despite ESP's best efforts to restore the power to your property, the interruption lasted longer than we would have hoped.

Following the restoration of power last night, we determined that you are due compensation under Ofgem's regulations which we have contacted you about this afternoon. Further to this regulatory payment, ESP is offering all affected consumers a goodwill payment in recognition of the prolonged interruption and the stress caused as a result.

We do hope that our contact with you this afternoon has gone some way in demonstrating that we understand and acknowledge the impact, and truly care about your concerns.

If you need to contact us in the future, you can do so via email at hello@espug.com or via phone on 01372 587 500.

Thank you again for your feedback.

Kind regards,

ESP Utilities Group

Noté 1 sur 5 étoiles

Misleading leaflet

Misleading leaflet delivered to my house. The leaflet states they are "the Independent Distribution Network Operator for the gas and/or electricity at your property."

I have never heard of this company. I pay them nothing.

Edit 1.12.25
As far as I am aware Western Power Distribution supply my gas and electricity. Indeed they contacted me last month as I am on the Priority Register.
ESP state it is an "annual postcard" but this is the first time I have heard of them.
I have reported it to ASA.

Edit 2.12.25
I contacted National Grid (who took over from Western Power Distribution). They responded promptly stating that they are still responsible for my gas and electricity supply in Northampton.

28 novembre 2025
Avis spontané
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Réponse de ESP Utilities Group

Dear Miss Blyth,

Thank you for your review and feedback.

We're sorry to hear that our annual postcard caused you some confusion.

ESP Utilities distributes the gas and/or electricity to your property, however, we do not bill you as you are billed by your supplier. We are responsible for maintaining the network that supplies your gas and/or electricity as mentioned in the leaflet, so any issues you should experience with the supply to your property, we are your point of contact.

We have taken your feedback on board and appreciate your comments.

Should you have any other queries, please do not hesitate to contact us.

Regards,

ESP Utilities Group

Noté 1 sur 5 étoiles

Stuck in the dark ages- wish I could…

Stuck in the dark ages- wish I could leave.
They will only accept notification of a power cut via email/online in office hours. Out of these need to report via phone line- which would be fine if we had phone signal. The company think its acdeptable to get your kids out of bed, to drive to phone signal to report a power failure. I have formally complained - apparently they did an investigation and decided monitoring an email box was too difficult. Now reporting to ombudsman.

26 septembre 2025
Avis spontané
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Réponse de ESP Utilities Group

Dear Claire

Thank you for your review.

We're very sorry to hear that your experience with us with regards to reporting a power interruption did not meet your expectations.

As mentioned on our website, the process for reporting a power interruption is to make a phone call to 105, which will then be redirected to the applicable organisation, in your case ESP Electricity. This is the process across the industry and is not determined by ESP. A link to our website can be found here: https://espug.com/householder/issues-with-supply/#electricity-power-cuts

Once again, we thank you for your feedback and we are sorry about the difficulties you experienced due to not having phone signal at your home.

Kind regards
Hannah

Noté 5 sur 5 étoiles

Nathan who works at ESP was amazing

Nathan who works at ESP was amazing, I was needed a KVA analysis within a short space of time and he organised with the team to get this sent as priority. I am eternally grateful thank you Nathan

9 mai 2025
Avis spontané
Noté 1 sur 5 étoiles

When purchasing our new build home with…

When purchasing our new build home with solar panels, we were advised to contact ESP customer service for our G98/99 de commissioning paperwork. The customer service was dreadful the call centre staff were unhelpful and passed you on to other departments without
asking any details of our requests. When the decommissioning paperwork finally came this took over 7 months and had all incorrect details on our decommissioning paperwork. We are still awaiting for the correct paperwork to this date, my advice regarding this poor excuse of a mainstream utilities company be very wary of the call handlers and get names of each departments call handler record times and dates of each call. Hopefully you won't have the same terrible experience we've had GOOD LUCK.

31 août 2024
Avis spontané
Noté 1 sur 5 étoiles

Took months to get certificate for our…

Took months to get certificate for our solar panels only to find that most of our address on it was wrong. Several phone calls to correct this initiated no response! This typist is unbelievable!
We then spoke to our neighbours to find that the certificate for their solar panels had been issued with OUR address on!!! What a shower, disgraceful!

5 août 2024
Avis spontané

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