National Grid Avis 84

I was actually really impressed with NG. I returned home on a Friday to find I had no electricity, having checked the RCD unit found there was no power coming into the house. I had an engineer at my house within the hour who found the fault and although it could not be fixed there and then, 40 minutes later a generator was wired into my house. On the Monday morning, the guys were there to dig up the drive, found and fixed the issue, returning the drive back to the same state they found it in. It turned out to be a cowboy builder issue. Not having to pay a penny to fix the issue, how can I complain about that. Great job.

Well I had a problem with a street light out side my home I phoned HQ they were first class in relaying my problem to the local team at Weston super mare and the gang came out in hours and sorted the lamp out now with service like that which is superb how can anyone complain also I spoke to the manager at Weston Mr mark o Brien who was most helpful and well mannered. Thanks

Ive been having a lot of trouble with NG when it comes to my bill. Astronomical charges out of no where and my entire neighborhood is suffering. Trying to figure out how to pay bills and support a family of 6 these days does not come easy, so when I say a bit of panic came over me as Ive been receiving the last few bills is an understatement. Shame on NG for how theyve handled business, thinking bills randomly becoming 2x, 3x and even 4x higher would be ok
For those of you going through the same as I am, call and ask for a woman named Arleen. She not only was patient and helpful, but she actually did understand and knew exactly how to help. I can be difficult to deal with (I know that) and Arleen never changed her character despite me being me. She was not only calming, but assuring and knowledgeable, and came from not only an employee stand point - but a customer stand point as well. I feel she truly looked out for mine and my families best interest and was classy throughout the entire phone call. And you can tell, she wasnt just giving me customer service, she was truly just being herself. I appreciate her help, but more than that, I appreciate her for being her.

**COMPLAINT!** I wish to log a formal complaint regarding my treatment today. Firstly I wish to complain about the incredibly rude middle aged irish NATIONAL GRID engineer job number 3002731319 you sent to my house today who without my consent has such off all the gas to my house. He did no checks what so ever to ascertain any there were any leaks. I had already spoken to your call centre team only moments before to tell them a) I was on my way to the hospital for an appointment and they had agreed someone would arrive after 2pm. B) there was no smell of gas. c) I have a new functional CO alarm in the correct position which was not registering any issues. D) british gas had not visited the property to confirm a leak E) the boiler was only serviced 2 weeks ago, F) I see from the literature stuffed through my letter box that at the very least a visual inspection should have been made. I Am now left i a freezing cold house with not heating, hot water and no way of cooking with a streaming cold - well done National Grid! I want raise this as a formal complaint and I will expect an apology and National Grid to cover the cost od reigniting my AGA.

I recently contacted National Grid to report a loss of electricity to my property. They had to send engineers out to dig up the road outside of my house and as a result I had no electricity from 1am - 4pm. During this time the food in my fridge was spoilt. I have tried to claim this loss with them and they refuse to admit that they are responsible for this claim. It’s absolutely disgusting the way I have been fobbed off.

I would like to find out if scammers are doing the billing for National Grid. I looked at my bill on May 9th and saw that it was due on May 28th . I made two large payments, one on the 9th and the other on the 11th. It's May 16th and I decided to take a look. The due date has moved and my balance went up and it's not even a full week since my last bill. Should I be reporting fraudulent activities at this establishment?

Yesterday, a lorry hit an overhanging tree across the road from where we live, partially breaking it off near to the ground. The tree leaned over at about 45 deg towards our house touching all four power cables and effectively blocking the road.
Whilst there was some delay in National Grid actually finding out about the problem (the Police said they had informed NG earlier, but for some reason they didn't seem to know about it) necessitating me to ring them at 6pm, they eventually turned up at about 8pm, and by around 9pm had removed the tree and tidied up.
Well done.

They came to my street and dug up the end of my road to restore power to a property after a fire. There was no notice that a power cut would happen. The power was subsequently out for about 6 hours.

Not only that, they needed to dig up the end of my driveway to get access to the power cables.

The work was completed on Thursday night.

It is now Monday and there is no sign of workman to repair my driveway so it is still inaccessible.

Tried ringing up to get some information about when it would be repaired. Gave up after 25 mins of the line ringing out with a repeated message that my call would be answered shortly. There's nothing more frustrating than hearing that message every 30 seconds for 25 mins.

Generally, just terrible communication, terrible planning. Its been an absolute joke.

The team, supervised by Alan Turner, arrived promptly and on mass. The work was carried out to an exceptionally high standard, quickly, safely and efficiently. Thank you to everyone involved.

At the time of Storm Darragh our entire village experienced a prolonged power cut.
We were informed by neighbours that the power cut lasted 3.5 days (though we were not at home to verify this exactly, or we would have done so).
This caused both loss of freezer contents and other damage.

We were abroad at the time so unable to deal with the mess caused.

While away National Grid sent us a link to submit a claim. This included a section for loss of freezer contents and other items. We submitted the claim based on the estimated value (but it was probably rather more in fact).
27/1/25 we received an email which included :
"... Therefore, as per Section 2.9 of the National Terms of Connection Code, we do not provide compensation for losses caused by circumstances beyond our reasonable control. This includes any direct or indirect economic or financial loss such as;
Fridge or freezer food loss
Loss of revenue, profit, or interest,
Any loss of business, commercial, market, or economic opportunity, or any loss of contract or goodwill ..."

After a call in which I queried this, a customer service Manager rang me. When I asked why the claim we were invited to submit included a section for freezer contents, he commented that he understood my point. I asked whether "hypothetically" once NG received all the claims from customers and realised the cost of paying them had they realised how much it would cost and therefore decided not to pay them? He said that he could not possibly comment on that.
I asked why NG had sent villagers cheque for £75 when the statutory amount payable is much more than that for the power cut duration. He admitted that NG did not have any records of how long the power cut had been for our village (the implication was that they simply paid the minimum on the basis they would get away with it).
I asked why BG was blaming the length of the power cut on the Storm when we have quite often experienced power cuts during the 24 years we lived here because (as NG have admitted) their infrastructure is too old here and cannot cope.
He said something like "Please hold fire for a while until you receive a response to your query. Every query such as yours is fully investigated and you will receive a response." He gave me his email address and assured me that I now had him as a direct contact to help.

I waited and waited and NG never responded to my queries.

I emailed the customer services manager on 3 occasions leaving a gap between them. He did not reply to any of the messages. I will not post his name here, but I am seriously tempted as in any normal business such behaviour would be dealt with very seriously.

It seems he job was simply to push people away and to persuade people not to complain knowing that to even get through by phone they normally need to spend an hour or more so most people give up.

ps NG left a lot of very elderly people without heat, phone or ability to cook and rather cynically just paid them the minimum possible.

I understand there are payments required for different durations of power cuts but NG are not keeping records of duration of power cuts. I assume these payments are statutory, so it would seem there must be a statutory duty to keep records of duration of power cuts, but NG are not doing this.

Our power was cut off for over 38 hours due to Storm Darragh. We lost over £200 in frozen food. I am an alleged priority customer due to cancer. National Grid sent us a text telling us what we already knew, the storm had caused a power cut. They then lied and lied and lied, gaslighted us, and fed us complete BS for the ensuing time. They sent us links to a claim form so that we could claim financial losses 'including freezer and fridge contents' stated on the form. After FOUR months of deception, telling us we should be due a payment, they emailed me to say the storm was just category 2, so we get nothing. These derelict and amoral people make me sick. They are just absolutely vile. I'm going to have to invest nearly £1,000 in a generator because we get so many power cuts, and despite my being 'priority' they clearly couldn't give a damn.

Lost total electricity power early Monday morning & called National Grid as we are listed as a Priority Service. Within a very short time I was called at 3am to inform me an engineer was outside the property. He inspected the lines in the front field & after checking no power to the meter informed me engineers would check for faults. It’s now 7:30 and the power is on. Amazing service by National Grid. Thank you. BS37 8RJ

I had a great experience with National Grid. They were incredibly helpful in resolving my issues quickly and efficiently. The engineers were friendly, knowledgeable and made sure everything was resolved without any hassle.

Power cuts postcode cf39
7 Nov 2024 0414-1835
28 Jan 2025 1515- ongoing

You never see a gas cut? Always a power cut.

I lost all my electricity power, in November I phoned 105 at 9pm at night they were here at my house first thing in the morning. I can't fault them it did take a few days for them to sort fault out, but whilst that was being done they gave me power with a generator, I didn't feel like i was without power everything was normal. They also refilled the diesal a couple of times. Even through storm
Darragh they came to me promptly. Very kind and friendly service in person and on the phone.

No way to see why they're charging you any given amount because they deauthorize customers from looking at their consumption. No way to become authorized because the AI assistant is busy masturbating.

Storm Darragh

Just want to post my thanks for the manner in which National Grid dealt with the power cuts following Storm Darragh in Pembrokeshire. The individuals that came to assist us were polite, helpful despite having little or no sleep, following Storm Darragh. Thank you again for your professionalism.

Absolute waste of time, website over an hour behind real time with non existent updates. Houses 20 meters away all back live with electricity, but a cul de sac left wanting for another 24 hours.
Useless communication, totally fed up and out of pocket with defrosted fridge and freezer. Compensation non existent.

I was one of the people affected by a power cut yesterday. In my opinion national grid did not handle it well. They left a live fallen power line for two hours before they bothered to turn up. Despite being on their priority services register needing electricity as a priority. No they did nothing. No generator provided. No support given. Nada. I don't know why I bothered signing up to the priority services list. Absolutely disgraceful.

After several phone calls to police, fire service and being at the point of evacuating almost the power came back on. 9 hours later!

That power line that had fallen incidentally was right by someone's house. It should have been insolated immediately. But no they were more interested in calling me the priority customer names such as irate. In an area where vulnerable people live this is not on.

Do better.

Huge thank you to the NG team for braving the red warning alert to get those without power re-connected today. Circa 15 hours without electricity and not one single complaint from me as you all risked your safety so we could get back to normal. Some families by me had babies and I know that it's been hard for them, but I know everyone is grateful for you. Thank you.