UK Power Networks Avis 

Excellent communication from this company. As soon as we had a power cut, we received a text message and the fault was soon rectified and they kept in contact with us throughout excellent service.

I was really impressed by the customer service. I called about a couple of short power outages and spoke to Julie. I was on the train and kept getting cut off, but she called me back every time. She was very friendly and helpful, even though there wasn't much that could be done other than log the incident.

I then spoke to Craig after it happened again a few days later, and he was equally helpful. He called me back shortly afterwards to let me know the issue had been linked to some electrical works happening down the street.

I'm so used to dealing with rubbish customer service that it was such a pleasant surprise to speak to efficient, friendly people who are genuinely good at their jobs.

Unexpected power cut, in my area . I was updated via text message almost every hour. Being reassured that the power would soon be back on. I also received helpful hints about food storage in a refrigerator.

I got a text to let me know of a power cut you phoned me to let me know what the problem was and estimated time to re connect and informed me when power back on excellent service

Keep in touch all the while

We had an unexpected power outage recently. Fortunately, I subscribe to Power Networks emergency service, which quickly acknowledged they were aware of the problem.

Over the next couple of hours, we were updated on the cause of the problem, what needed to be done, and how long it would take. What makes it special is that the updates are written from the repair site itself by the team working on it.

The fault was quickly repaired, and power was resumed well within the original ETA.

Thanks to everyone working so hard and keeping us informed!

All round service fantastic start to finish

Lost my electricity around 19.30 in the evening and wasn’t sure if it was just me as my neighbours seemed not to have a problem! Called UK Power Network and to a very nice man who asked for some information and he quickly determined it wasn’t a house issue but a supply issue which reassured me! He advised they were aware of the issue and the matter would be resolved quickly, which it was! Within 30 minutes or so!

Everything excellent and delighted with being kept in touch regularly by the excellent staff at Power Networks. Very friendly and reassuring.
However, the texts that arrived were frequently inaccurate and if this was corrected, you would then get a five star review.

After reporting a power outage ``````I was kept well briefed to the restoration of power, including the reason for the outage

They needed to upgrade our local infrastrure, necessitating a power cut. We were advised in good time. Then we were reminded...

On the day they sent a care facility with free hot drinks and a charging point for phones etc.

All in all a very positive experience

Very helpful all throughout the power cut but they did say they would send us a torch which we never received.

When harwich had a power cut they was always texting or ringing me to let me know what was happening and making sure my safety was ok very lovely people i spoke to very polite

thanks to Jason for help sorting out a new appointment after my energy supplier screwed up the last one for a joint visit just waiting for conformation for the 08/09/26 9-11 am appointment

We lost all of our electricity late on a Saturday night and UK Power Networks were absolutely marvellous. They arrived really quickly that night, found the problem ( which was outside our house) and were so helpful and kind. The problem was sorted the next morning, our choice because the road had to be dug up and it was so late. They arrived promptly, were very efficient and got it all corrected. I cannot praise them highly enough. An all round excellent service.

When I phoned you it was answered fairly quickly I spoke to a Lady who was very helpful.I she asked the right questions and had an emergency package sent to us . I also explained that I had an emergency generator but didn’t know automatically when supplies were repaired. This she did.

When the ‘circuit breaker’ fuse initially overheated, it dripped black bitumen from its casing and subsequently failed, UK Power Networks responded promptly and sent a team to deal with the problem. Because the house has two incoming phases, the team was able to connect the supply to the second circuit breaker, restoring power.

However, that first team was unable to replace the faulty circuit breakers and their housings because they contained asbestos. I was told that the team was not asbestos-rated, or that their certification had lapsed. A second team subsequently arrived to carry out the necessary work and dug a hole in the drive, but were then called away to deal with an emergency before they could cut the main supply and complete the repair.

From that point onwards, the communication from UK Power Networks was completely inadequate. I heard nothing from the company and had to make repeated telephone calls myself—seven or eight in total—to find out what was happening and when the work would be completed. On each occasion, the customer service representative assured me that the matter was being dealt with and that I would hear from UK Power Networks shortly. I never did.

I was also required to remove a considerable amount of the casing around the incoming mains cable and consumer unit to provide the access that the engineers needed. I did this in accordance with the instructions given to me by the first team. When the team eventually arrived to carry out the repair, however, it became apparent that those instructions had not been entirely correct. I therefore had to remove still more of the casing while the engineers waited.

The actual repair work, once it finally took place, was carried out satisfactorily. I now have new circuit breakers, uprated to 80 amps, and the driveway has been reinstated to a high standard. I am also pleased with the initial speed of UK Power Networks’ response and with the eventual quality of the work.

However, the communication and management of the job were, in my view, completely and utterly unsatisfactory. At no stage was I proactively informed about delays, changes of plan, or when engineers would be attending. Most particularly, nobody contacted me to tell me when the hole in the drive would be filled in, when the driveway surface would be reinstated, or when the safety barriers would be removed.

It should not have been necessary for me to make seven or eight telephone calls simply to obtain information about the progress of an ongoing repair. I should certainly not have had to rely on repeated assurances that someone would contact me, only to receive no communication whatsoever.

In summary, I am satisfied with the eventual outcome and with the standard of the work itself. What I find unacceptable is the complete failure of UK Power Networks to communicate with me or to take proper ownership of the job once the initial emergency response had been dealt with. The technical work was ultimately satisfactory; the customer service and communication surrounding it were not.

Power networks texted me to let me know what was going on throughout the power cut and let me know roughly what time the electric would be back on and also gave me a number to ring if I needed it very satisfied with the service I received

The team who removed our redundant service were very efficient, polite and cheerful. The hole they created in the front garden was quickly refilled and turfed, and the ancient equipment in our basement was removed without fuss or mess. Very good job all round!

They responded immediately to a phonecall when parts of the town's network went down, put me onto their text-based update system, and kept me informed by 3 messages describing progress (late evening!) until the problem was fixed, all within 3 hours. Top Service.