ESP Utilities Group - Leatherhead

Christopher S.

Shockingly disorganised. If you have the misfortune of being allocated ESP as your district network operator (DNO), as I have, just rip the solar back off your roof.

My installer sent off an application (ESPEGEN12282) and was asked to provide additional signed letters. This was done straight away. I called a week later and they said they didn’t have a record of it, when I gave them dates/time it miraculously appeared. I was then told they have a 45 working day SLA, agreed by themselves, when other firms can get this task completed in less than a week. A 3 month SLA isn’t fair on customers.

I called again and was told an engineer would need to book an appointment. Having been transferred to a colleague this turns out not to be the case. I am not entirely sure they know what they are doing based on the people I have spoken to so far.

The installer and I have been chasing and get a different reason/response each time.

They tell you they have had lots of applications, but look over their previous reviews, the influx seems to have been ongoing for at least 4 months. Most normal employers would increase their workforce to reflect ongoing demand. It is clearly a scripted reply, no one seems to be able to provide a insight and their lack of insight doesn’t inspire any confidence.

You would think a group of companies capable of voting for a dividend of £28,625,000 and paying their directors just shy of £1,000,000 (plus benefits), would be able to invest in adequate staff levels. Those accounts were 2023 so no doubt they could be being paid more!

A previous review mentioned ‘cowboys’, they seem to have hit it on the nose.

Jillie R. A.

We have been trying to set up our solar panel unused energy to generate a small income for us for about 6 months now with this company. They keep refusing all the correct documentation from us even though we have complied with all the right paperwork. They once accepted it then months later rejected it !! Totally useless. Very frustrating company to deal with. Being in charge of such an important structural part of living, the mind boggles if something does go wrong. They need to look at these less than impressive reviews, reply to them and show confidence that they are listening to us and make appropriate changes and improvements.
Update - Since writing this review ESP has sorted this out and back dated our excess energy. Thank you

Jonny S.

ZERO STARS

I have been chasing a G99 application that was applied for in July that took 95 working days to be sent upstream to UKPN. I am now waiting for up to a further 65 working days which is over half a year for a simple G99 application.

The same types of G99 applications have been made on three other projects that are the same size and in the same location over the past months with another IDNO called GTC and they came back in under 45 working days everytime ... no problem! GTC what a fantastic company they are ... putting ESP to shame!

Stopped large sums of money by our client and being threatened with being charged loss of production for each day this goes on for by the local council whom provided all of the information in a timely manner allowing us to make the application on there behalf. ESP know this scenario and cant even offer up an apology or an explanbation as to why it took 95 working days to assess a simple application to send upstream.

I have asked for assistance with this every day for nearly two weeks in the mornings and afternoons.

No support from ESP Utilities Group with getting this resolved. I have got further contacting the upstream DNO myself. I now call ESP Utilities Group everyday and they tell me that they are calling me back. I am still waiting for the call ... Absolutely shambolic from this business!

Luke T.

Fantastic customer service from the guys at ESP regarding a power issue on my estate. After ESP investigated, the issue ended up being a fault in another suppliers network further up the chain but ESP continuously chased the right people until it was resolved. We haven’t had a single incident since the repair was completed. Thanks again to all involved.

P G.

Never have i ever dealt with a company as bad as this. It's a shame where i live i have no choice but to have ESP Utilities as my DNO.

My EV wasn't charging and after investigation from both my energy providers - Octopus and charger installers - Podpoint, it turned out my charger was short circuiting due to the voltage in the area being above the legal safety standard!

I contacted ESP and from this point everything became so much more difficult to resolve. They told me an engineer would come over and then next week would test and provide readings. I mentioned i already had the readings from my charger installers - PodPoint, so i just wanted the situation rectified. After constant back and forth with them and never having anyone visit my property, there were no responses to my emails and calls despite telling me they would. Eventually after just under 3 months, they fixed the issue.

I then asked them about compensation as i had to charge my EV away from home due to their high voltage. They told me the conditions in which they could provide compensation - of which i did meet their requirements! Yet they are still failing to acknlowedge this. I have mentioned legal action and they still are ignoring my emails.

Cowboy company filled with people who are trying to act professional and provide a good customer service, but i get the impression this is just a company who are just collecting money despite not providing adequate service.

Avoid if you can!

Anna

Diabolical service. We had a powercut for 14 hours consecutively (to clarify, not even a second of electricity) and ESP have decided to wipe their hands of any accountability or responsibility due to reading the wrong investigatory report and bundling our incident under another fault.

We are rightly due compensation but they are failing to listen, understand or investigate our complaint properly. Not to mention, through the 14 hours without power, we received zero communication despite opting in for text message updates. It was me that had to call over 10 times to find out what was going on. I have now had to raise this with the energy ombudsman to take this matter further.

Avoid at all costs. Terrible company who are failing to comply with Ofgem regulations.

lisa G.

Terrible company to deal with. We live on a new build estate Bellway, in the past 4 years we have had over 18 power cuts. Currently dealing with one that has been off since 10.30 this morning. Just had a power cut gone Friday which was from 1.30am until 10.30am. This company needs reporting they are a cowboy company. Do not use!!! They should not be allowed to be in charge of a power network.

kirsty N.

ESP have been nothing but professional and helpful when dealing with a query from me. They have acknowledged emails (unlike other firms involved in the process) they have called when they said they would, and carried out tasks as promised. I can only speak from my own experience, but in my opinion their customer service far better than other energy giants!
Thank you for all your help, much appreciated