Scottish and Southern Electricity Networks Avis 

I recently had a power outage due to an external failure. The response time was amazing, and although the power was off for some time, SSEN acted like a well oiled machine, with multiple teams, to first perform a temporary fix then come back a few days later to carry out a permanent fix

Appalling service, had a power cut for 4 days in November 2021 and despite saying they would pay compensation I never received a penny as of 18th March 2022. Then again I don't have electricity contract with SSEN, my contract is with SSE who still have the cheek to bill me for the standing charge + VAT for the days when there was no power. What a joke.

Mistake after mistake calculating my bill on 2020 usage which is 3 grand higher than 2021
This is due to this company charging Ridiculous prices for all electric heating as they are the only company offering economy

I have been an SSE customer, for over 20 years. Being all electric at the same address during that time, I know what is involved in paying for the product I receive. In the past, I’ve had my run-ins with them regarding estimated bills & automatic direct debit increases. Approximately 3 years ago, I was put through to a team of experts, who have been outstanding giving me brilliant service, especially regarding the recent price increase & the possible impact it could have on me. The advisor who gave clear advice & guidance which prompted my review was Mr Kevin Douglass. He explained everything in detail to me, which meant a great deal. I would recommend SSE, to anyone who wants a great utility company.

We were accurately kept updated by an automated system all through the recent power cuts. It worked very well and gave us the opportunity to plan ahead.

Really poor internal communication. Perhaps it's due to the recent merger. But it was painful trying to find someone to actually help.

I have been trying to sort out a bill with Scottish Power for the last 12 months every time I called up they put me through to collections I am trying to sort it out they are not interested the last bill they sent me said they were actual readings from last week I read the meter yesterday and my readings are so different to theirs so I asked him who read the meter and I couldn’t tell me this company is a disgrace

Awful customer service. Check your bill carefully...

Trying a home move was utterly exhausting with multiple interaction with telephone holding 25 minutes each time, chat, email, even the follow up on my mobile I could not hear.

I was told the on line form for registration was the best, 5 minutes, I tried it 3 times.

I was surprised that a national company had such poor communication client services.

You felt you had to try every form of communication to find the lease line of resistance, then, you might succeed.

Exhausted, bewildered as to why they put their customers through this and we pay them,!?

Appalling customer service. Trying to phone for 2 weeks give up after an hour each day.
Only trying to pay a bill which cannot be done on line .Changing to another supplier ASAP

SHAME ON YOU SSE

Our vulnerable Mother & a 4 year old doesn't make the Priority List for a temporary connection while our new connection is being progressed at a cost to us of £7605 (Seven Thousand Six Hundred & Five) which has been paid

SSE Revenue/ Network Protection turn up to our house on the Monday 15th November 2021

Disconnected Monday 15th November 2021 (same day)

I paid £7605 for new connection on 16th November 2021 as soon as quote received

Spoke to SSE Network Protection 0800 048 1618 who advise that themselves and the Team Manager at the SLOUGH Depot refuse to provide me with a temporary connection to see us through the winter, which translates into no heating, no light, no cooker, no fridge, no freezer and the list goes on.

The well being of my whole household not to mention my vulnerable mother and 4 year old is at risk during this Winter as a new connection can take up to 8 weeks, possibly 12 weeks this time of year

Unbelievable service, not able to answer or understand the simplest question, apparently just reading from a script, so if you say anything that isn't included in his script then they have no clue, wasted hours on the phone and still not able to resolve ANY issues, sadly going to have to look for another supplier.

I have been waiting for a phone call from a complaints manager named Pete, for 2 weeks. Apparently, I have managed to accumulate a debt for £166 on my gas account. I have no idea how this has happened as I am on a pre payment meter, so, if I don’t put credit on my card for gas the supply is disconnected until I do!! I retorted a faulty meter back in February 2021 and have since had an in home display unit (smart meter) replaced as faulty, then, in April was told I had to revert back to a card meter, this has also been done, but they’re trying to say I used an ESTIMATED £166 worth of gas in the 7 weeks I was waiting for the meter to be replaced. (I use a maximum of £10 per week gas with heating on!) the woman who was extremely rude, and condescending insisted that the main meters never go wrong, then went on to say it may have given a faulty reading!! Duh!! If that isn’t going wrong then please help me understand!
The call I got from Pete 2 weeks ago, said he had found £69.27 wrongly charged! They are taking £7 pw from any credit I put on the meter. I’m on a low income, I always thought that when things were in dispute deductions were frozen until resolution found.
If I don’t hear from someone this week I am taking it to the ombudsman and ofgen!!
Their customer service stinks!! I’m supposed to have had letters detailing this, but I haven’t, when I asked if she could send me a copy of the letter I was told she didn’t have access to my account as working from home, but she was able to access my account to tell me of the ‘debt’

Absolutely awful company and customer service. My supply is dangerous. Its that simple. But it appears SSEN don't care. Maybe when someone dies or.my house burns down they will take an interest? But actually I doubt that even that would mobilise these people. They just don't care.

The lady I called said the broken overhead cable would be fixed on the same day I called. 3 very charming helpful blokes came out with all the gear and even cut the tops off the trees which were rubbing against the cable. Cable fixed back on house, very professional indeed!

I wrote a very negative review three days ago. Yesterday I was able to speak to someone on the help desk who was very helpful. I explained my situation and they listened carefully and passed me on to another customer adviser who was again very helpful. She made an appointment for an engineer to visit at the end of October to read my meter. A note has been made of my poor experiences. I wanted to give praise where praise is due and that I’ve been positively listened to.

I needed a new box for my meter and filled in an online form to see if they could help. Only a few days later they came back to me to tell me in five working days someone would come out and low and behold a man rang within 5 days and came over there and then. He was polite, efficient and super helpful. He did such an excellent job on what was not easiest site due to various problems but he found solutions and exceeded my expectations. I am very impressed with the service I have received and would not hesitate to recommend this great company.

The service provided by SSEN is dreadful, and I join the 57% of customers who state the service is BAD.

We are trying to get a heat pump installed and so help the battle against global warming. SSEN state that they need to complete a load check, even though the total load at our house will be less than 100amps. SSEN have the application form giving my name and address, and yet Holly in Connections stated on Friday that she could not give me information due to data protection. Customer service eventually phoned the plumber, who gave permission, but I still don't know when the load check will be done or the result known.
I was given the Chief Executives name and email address, so have written to him advising him of our problem, and requesting action.
We do not have the option of using another provider, as they own the network.

While having my trees pruned, I was told that two of them had branches touching the incoming overhead power cables and it was dangerous to continue. Apparently it is the responsibility of the local distribution network (SSE) to keep trees clear of their lines, so I completed their online 'tree cutting form' and was told they would respond within 1 working day.
Guess what? Three days later and no reply. I have tried phoning numerous times and have still not managed to get through. I'm trying at the moment and have been on hold for 28 minutes so far.
I can't comment on how good their Customer Service is, because there doesn't seem to be any. SSE are ignoring a potentially dangerous situation, which has also cost me time and money, since my contractors have had to abandon an unfinished job.

Addendum: eventually got through on the phone and was told someone would contact me to make an appointment within 5 working days, which didn't happen again. However, the correct department did get in touch in the end and they were extremely helpful and efficient. Shame the company is let down by it's customer service.

Four major power cuts in the last 6 months!! Second d time we have lost the entire contents of the freezer which SSEN apparently do not cover. Appalling service!!