Northern Powergrid Omdömen 

Absolutely diabolical customer service, I made a compensation request in early September on the phone and was told it would be resolved within 5 working days, since then I have emailed several times receiving replies stating someone is looking into it, I cannot get through on the phone without being stuck in a long queue and no response from the complaints depth as of yet

Dreadful service. Quite noticeable lack of maintenance over the years.
Elect off on Sun for 26hrs
Then off on Tue for a few hrs
Then today from 12.30 , now 4pm, and update shows the engineer is not even on its way.

I would like to thank the lads who, in the dark and in horrible weather, got the power in our village up and running again after a tree blew onto the major power line. Respect lads. It was Sunsay 25th October around 7pm. Village of Lelley, East Yorkshire.

Horrendous response to the storm. Outage for 5 hours as of writing. Estimate of a repair tomorrow. Neighbours can't feed their kids. How do we not have infrastructure to avoid this happening?

I had a fault on my cable into property.
Have to say these guys grafted hard in the bad weather rain and wind...

Kept me informed from the off.
Do a perfect job.
These workers are a credit to the company.
Friendly hard working guys.
Sr8 5sd no17.
Big thank you

I have been waiting to be de looped from my neighbour to have EV installed. Been waiting since june seems these companies dont care.

G98 Application we have been chasing for over 6 Months and other than an automated reply no one answers of closes this matter out. Scheme Reference ENQ23303042. This is NOT a reflection of the wonderful staff at N Power they are obviously overworked and have to large a workload.

I always find Northern Power Grid to provide exceptional customer service. No waiting when you call, and they always follow up. Mitesh who helped me recently was truly fantastic with follow up contact to ensure all was resolved. Engineers are always prompt to attend and communicate throughout a breakdwon. Amazing team so glad to have them as our providers. Thank you

Zero communication skills. During a week long hospital stay I noticed via my home security cameras that several men ( not in any sort of labelled work wear ) were walking around my front and side garden. Once home I noticed that several garden items had been moved , not been put back and gates left open. I made enquiries locally and it turns out northern power grid need to dig up my garden to rectify a problem with a neighbour’s property. The issue is I have had no correspondence of any kind regarding this. Again they turned up this morning mob handed with diggers were vaping and leaning against my windows without even a polite knock at my door( my windows were open so it was obvious someone was home. I do not have a problem with work needing to be carried out but surely a text message, email, phone call or knock at the door should have happened. When I asked what they were doing or if there was a number to call one scruffy individual pointed to a number on his van which I couldn’t see . Rude, unprofessional and a few lessons in customer care are needed.

Had to have some work done before an EV charger could be fitted. Have never known such a poorly managed company. The communication has been appauling.

My house was on a looped supply so needed unlooping and the fuse upgrading before EV work could start. I applied in Oct 2025. In Dec 2025 a surveyor came out to check what work needed doing and said someone one be in touch to arrange it. Weeks pass and I hear nothing, so got in contact with them. They had closed the job.

Apparently I didn't fill in the paperwork, and when I checked, they had sent an email to my EV installer and copied me in, never addressing me directly. Then in an attachment of the email, was the instruction that I needed to fill in the paperwork and return it. I had switched EV installer in that time so they had nonobligation to tell me, but likewise Northern Powergrid shouldn't be given me instructions in an email where I am not mentioned.

I filled in the paperwork and sent it off. I received notice back that the work "usually takes 6 weeks". I then heard nothing again. Many times I chased for updates. 6 weeks came and went. I raised a complaint but still nothing. Eventually I got in touch with Energy Ombudsman 8 weeks after I raised the complaint (the minimum time), they then replied the following day.

In their respos e, rather than looking into the matter at all or apologising for the lack of communication, they just highlighted occassions where they had communicated. This only covered form Mar 2026 though, a date after I first raised my complaint, so they were addressing nothing which was in my complaint.

Eventually I was contacted about the work, and was told it would be at least 12 weeks. When I questioned this I was told this was due to the road needing to be closed, something they already knew about when they said it "usually takes 6 weeks". The first available date being Aug 2026.

At one point I made an information request for avergae completion times for unlooping works, and they admitted their system does not provide that data, despite quoting it "usually takes 6 weeks".

Energy Ombudsman got involved and when Northern Powergrid responded to them, they basically denied any issue, even suggesting I did not allow enough time for then to respond to the complaint (8 weeks).

Energy Omdusman suggested a goodwill payment of £100 which I noted is probably less than minimum wage for the time I have spent dealing with effectively managing Northern Powergrid and dealing with the complaints process, but they remained fixed on that amount sttaing it is not a payment related to the time spent, stress or any similar factor. When I asked how it is calculated, they refused to elaborte. They also refused any appeals, peer review, or escalation.

Since then I am still trying thlo get my charger installed. In the 10 months it took Northern Powergrid to do the 6 weeks worth of work, the price of the charger has gone up. I am still trying to find out the details but it seems that some or maybe all of the goodwill payment may now need to be used to pay for the increased cost of the charger. What I considered already a low amount may now be effectively void anyway.

When the planet is burning, I will blame Northern Powergrid for their part in making switching to green technology a year long process, and this will only get worse as all of the older properties (most attached pre-1990s) have to switch from gas to heat pumps.

We suffered our first power cut in many years last night. Northern Power Grid resolved the fault in their high voltage network and restored power in 26 minutes - excellent work NPG

Sent me a cheque for compensation but the cheque has been declined by their bank, more hassle now to get it sorted. Another phone call to make!

We recently had a power cut in my daughters street
My daughter has a son who has severe learning disability
Bailey The Gentleman dealing with the problem
Were amazing beyond kindness doing their job that is very difficult in challenging circumstances, with people, obviously being upset and agitated as they have no electricity thank you to all of them that helped her, and I believe they went above and beyond in particular Chris

Thank you again
Grandma

11 weeks and counting awaiting my DNO after having solar panels installed
Multiple emails sent no response

Very poor customer service

These people are dreaming if they think that they provide a 10/10 service like the texts they send me on a regular basis I’ve been in this house now for 12 years and I’ve never lived anywhere like it the power is out so many times in a year it’s unbelievable and now yesterday about 5pm I saw a power grid van and another van with a small JCB on a trailer then they dug a huge hole in the pavement about 50 meters from my house and then a huge truck came and blocked the road and it’s got a huge generator on they cut the power off and plugged us into the generator that makes so much noise the only way you could sleep is if you dead I phoned up today to see how long it would be before we could sleep and they don’t know I am now going to count how many times the power goes off next year because you would not believe me but every time it’s off they text me because according to them I am a priority customer because I am disabled and use a cpap machine so if it does go out in the night I would be dead I feel like I am dealing with a bunch of idiots it’s now the 10th of September and I looked at my text from them and it was the 22 of August the last time it was off so just 19 days ago see what I mean and it’s been like that for all of the 12 years I’ve been here it’s like living in a dream world and they really believe that they provide a 10/10 service I have one question mr power grid what planet are you from because it’s not this one you really need to get a grip of what’s really happening Jesus wept get a grip please and if the generator is staying here let me go to your house to sleep and you can come here I think that’s very fair let me know very soon please

What a joke this company is, we have lived in Skipsea East Yorkshire for well over 30 years and we have constant power cuts, whenever you call Northern Powergrid you just get through to some uninterested call handler, our power has been off now all day AGAIN I am absolutely fuming 🤬 and our bill's just keep going up & up 🤬 SORT YOURSELVES OUT NP.

CLOSE RTA due to northern power grid worker. On way to pick up my son from college I was nearly involved in a crash by a van - a northern power grid van. The van was then speeding and then stopped on a slip road in a wasteful intimidating technique. I could not register a complaint online due to the northern power grid not allowing me to login. I had to contact them by telephone and go through many different options before speaking to a customer service lady. I told her everything, reg, date, time, location. I get an email today basically calling me a liar - workers are a menace, customer service is inept and if this is the quality of employees then this company deserves minus stars - hope there’s a few storms for them to deal with this autumn

A scruffy uncaring company who come to your area, do shoddy work leaving a big mess behind. You then send them photos and videos of their detritus and debris littered around and they reply with a worthless ‘sorry’ email and then do ABSOLUTELY NOTHING ABOUT THE MESS that you took the time to bring to their attention. Just like pigs they make a mess and trot on and that is why the country is in decline because of companies like this - nobody cares , no accountability and no pride in their workmanship. Just take profits and run. Thanks for your mess Northern Grid.

Northern Powergrid was exceptional in its response to an outage in S7.
The workers kept us well-informed about the situation when 11 houses on my road had an outage at 9.30 one evening. They worked diligently throughout the night, having to dig 3 holes. We had texts and personal visits to inform us of progress.
3 of us were still without power in the morning. Visits from several of the workers, informing us of progress. offering help, including the boiling of a kettle for me.
Electricity back on late, morning.
2 weeks later they had completed a permanent fix and the 3 deep holes in the pavement have been filled.
Cannot fault their response.
Because I was without power for over 12 hours,I also received compensation
I was very impressed by the attitude of the company and its workers

You're very quick to point out you're not responsible for freezer items lost during a 9 hour power-cut. Perhaps not legally, but ethically?