Scottish and Southern Electricity Networks Avis 

Dear SSEN

On behalf of me and my Nan We just like to thank the SSEN team for eveything they have done.

Yours Sincerely

Liam Singleton
Brenda Singleton

Voltage provided to property is too high meaning EV chargers do not work. I was informed that Ofgem allow 6 months to rectify. There appears no rush to resolve and apparently it was my fault for not checking the voltage. I would expect the electricity network to support a switch to greener vehicles but clearly not. Lots of statements about "commitment to net zero" by SSEN but no substance.

Efficient and friendly customer service!

Lazy customer service. Can't be bothered to pick up the phone.Are they going bust...

SSEN is dysfunctional - the most monumentally organisation I have ever worked with. On 6 March there was a fault which turned out to be a blow out on the underground HV line. They brought one generator, which failed like clockwork every 8 hours. Engineers travelled 90 minutes from Aldershott etc to restart the generator. Ever engineer that came said "you should get them to bring a new generator" I escalated this to be met with evasive non action. It failed 5 times over 4 days costing SSEN endless call out fees and us to keep losing power for several hours at a time. When they did, finally, replace the generator, the replacement worked absolutely fine for the next 10 days without stopping. They did find the fault and repaired it. This necessitated digging a big hole and churning up our camping field - all fine, and we were promised this would be reinstated. So far all that's happened is a bloke turning up to take a picture of the hole and going away again. Frankly I have lost the will to keep chasing them. Sadly there is no customer choice here - we're just stuck with them - which is probably why they can get away with being so useless - and don't get me started about the 5 different vans in the car park with guys sitting in them with engines running waiting for goodness knows what.....

This week my elderly mum experienced a power cut which I reported to ssen. Within a couple of hours the team had discovered where the fault was and started digging up the road. They also kept my mum informed at all times what was going on, and as she is suffering with pneumonia and vulnerable, they attached her electricity supply to a small generator for the rest of the day and evening before connecting her to a large generator further away from her home so that her sleep would not be disturbed. The ssen crew were so kind and regularly checked that mum was ok, which meant alot to her. The call center team phoned her regularly too. I simply cannot fault the service received. Thank you and well done ssen

They over estimated my electricity bill despite giving true and accurate readings. The result is a bill four times the true amount. Trying to contact them and get them to take notice of the readings is like getting blood from a stone.

Having decided to purchase a fully electric car I set about trying to source a 32 kw charger and someone to install it. This it turns out is the easy part. The company told me that as our road is on a looped circuit they would need to seek permission from the Scottish and Southern Energy Network. This could take up to 10 days but should not be a problem. I have now had a response that permission will only be granted once they have inspected the line and this would be no later than 23 February 2023. That is 12 weeks from now. So I will need to cancel the vehicle I have on order and press pause on my effort to protect the environment. This is completely unacceptable and it appears that they have no staff to answer a phone call. SHAMEFUL !!!

Double thumbs up for SSEN and especially Kevin and crews!
Twice they came out in record time to respond to a power cut to our electric vehicle rapid chargers. When the underground fault could not be located they arranged for backup power creating more time for fault finding whilst keeping these frequently used chargers operational. Any EV driver will thank you as the last thing you need is arriving at a charger on your last juice to than find the charger not working?! All-in-all a very good experience with what is clearly a well setup organisation!
KE5777

Excellent service last night when main fuse went. It was all fixed within 90mins. No fuss and no mess.

My 87 year old Mother suffered a power cut during the night and was unable to reset the trip in the morning. A self-help check established the neighbours had power but there was no display showing on her electronic meter. Within 90 mins of calling SSEN, engineer Billy and two colleagues were at the address and quickly resolved a problem with an insulator up on the roof, completed a safety check and re-established her power supply. All three engineers were very friendly, courteous and professional, they explained what they needed to do, provided comforting reassurance and left no mess whatsoever. Billy and his colleagues are a credit to SSEG and we are extremely grateful for the help.

My neighbours and I were having problems with flickering lights and then an occasional complete power cut with power restored when the mains switch was reset. A phone call to SSEN and a helpful assistant and an engineer arrived within a few hours to check whether it was a network or house fault - it was the former. A second engineer arrived a day or so later and was able to confirm it wa s anetwork fault and the approximate location of the problem. Within a week a team arrived to dig up the highway verge and repair the fault. Since then we've had no more problems. (It's early days but fingers crossed!). SSEN seem to get very mixed reviews but its been my experience that their systems work and the staff are competent and friendly.

SSE networks maintain the distribution network in our area. Earlier this week a cable fault took out the power to a few homes on our street including ours. We are on the priority service register and have medical equipment that requires power at all times.
My experience with the SSE team was entirely positive. They were on site within 30 minutes and kept us updated about the problem and what they were doing to fix it. At midnight they were outside digging the pavement to patch us in to a temporary supply until the fault could be fixed permanently. The chief of the contractors was on-hand throughout the process and although we were without power for 6 hours the whole team worked very hard to get us reconnected at 0130. There was a generator on standby during this time in case we urgently needed power.
I want to say thanks to the whole team for their effort that night.

Taking months to get a simple disconnection done. Customer services are non existent and when you complain they just tell you it is what it is nothing to be done about it they are just backlogged. Why not solve the issue then? 100% useless!

Had a power cut and phoned to see if could get resolved.Guy I spoke to on the phone was superb and power back on within an hour.Superb service

I received an email from them, they are now part of OVO, telling me that they had not had a meter reading since November 2021. I telephoned them, and your calls go through to call centres in The Philippines, and informed them that I had indeed spoken to them earlier in the year with my meter reading. They in turn queried my reading and asked if they send someone to read the meter, which after they didn’t turn up on the date I was given, I phoned again and they rebooked it. The gentleman came and read the meter and that was it. Two weeks ago another gentleman turned up to read the meter which he did and once again I thought that was it, that is until I got the email. After nearly an hour of trying my best to understand what I was being told I asked to speak to the complaints department in the UK. I was told someone would phone me back within 3 - 5 days with an explanation. I said that wasn’t good enough and I tried to find a UK phone number for them. Once again I ended up speaking to yet another lady in The Philippines during which she wanted me to go through the whole thing again. Apparently there reason for sending the email is because even though someone from their company had been to read the meter, twice, they had no record of it. I cannot believe how they made me feel like I was the one at fault and how sorry I feel for those poor call centre staff who told me I wasn’t the only one to complain about this treatment but sadly it isn’t there fault. It is the fault of the very company who are happy to take my direct debit every month, the company that is again, like the others, making huge profits from Pensioners with mobility issues like me but who have not got the decency to call me back and put my mind at rest about what is happening. Please all be aware.

Really slow company - trying to get G99 Fastrack approval and no-one comes back to me or my solar supply company. They never answer their phones; I leave messages and no-one returns them. They don't seem to answer emails and if they do then it takes another 2-3 weeks between each email. - UKPN are SO MUCH better!!

VAN SSEN is parking on our road for few months now, he's VAN is a big VAN and when he parks people are struggling with seen upcoming cars. I seen few near misses when children crossing. His employee has his own space by his house but he is not using it, there is also more space near his house but he choose to annoyed people living on our road! I wrote email to SSEN to complaint but they respond they will not move it and they are ignoring me after that! ABSOLUTELY DISGUSTING BEHEVIOR AND VERY POOR CUSTOMER SERVICE!

Unbelievable!! Power outage in Jan for 85 hrs due to storm Malik. No need to do anything SSEN will be in contact to reimburse us for the hardship received. 4 months later SSEN have not made a move but word is out they have paid some households in the area. When contacted I was told that the power did go on for 36 mins , so OFGEM state that no compensation is paid out. How low can this company get? I am now forced to make a complaint to SSEN and have to wait 8 weeks before I can make a complaint to OFGEM!! 🤷🏻‍♂️

Writing after SSEN's third power-cut to this village in twenty-four hours, it seems that the time has come to nationalise the company on grounds of its combination of incompetence and cold contempt for its long-suffering customers.