Poor service during power cuts
For some unknown reason, we live in a small cluster of houses near Selby, who are connected to ESP Utilities rather than Northern Powergrid for electricity distribution. We live in an area that has experienced a lot of power cuts over the last couple of years, but every time we phone them to report a power cut, they claim they don’t know anything about it. They also ask if I want to be registered for text updates every time - yes please - but then never ever get any communication, updates or offers of compensation for the power cuts we have experienced. I expect this company gets their updates from Northern Powergrid, and doesn’t actually fix anything in our area themselves. I made a formal complaint around a year ago after our power had been off for several hours, but never received any solution, and every time we phone them they act as if we’ve never phoned them before. Most of the operatives are polite, if lacking in knowledge - that’s the only positive thing I can say. These “utility companies” seem to be a throwback to Conservative quango days - what they actually do is unfathomable.
Edit: Thanks for the response. However, I have absolutely no record of a cheque being sent to us in February 2025. How do you know who I am, given this review does not give my full name or details? Furthermore, I did not receive any feedback or reasons for the powercut this last weekend. Perhaps you could text me this via your “update service”. Thank you.
Reply from ESP Utilities Group
Dear Julie,
Thank you for your review, we appreciate all feedback from our consumers.
Firstly, we are sorry to hear that you feel you have not received the right level of support during power interruptions at your property, I understand how inconvenient these incidents can be.
Having reviewed our records, I can see that you contacted us in January 2025 regarding a power interruption which took place on 10th January 2025. Based on our investigation, we found that you were due compensation under Regulation 5(2)(a), which we confirmed with you on 5th February 2025, and a cheque was sent to your home on 18th February 2025.
ESP Utilities is the Independent Distribution Network Operator for the electricity supply at your property, meaning we are responsible for the supply to your property. However, as our networks are fed by the Distribution Network Operator (Electricity Northwest), when they experience faults on their network, our consumers are also impacted. We do understand the frustration this can cause, and we always ensure we are working closely with the DNOs to enable the safe and efficient restoration of power.
Regarding the further power interruptions you have experienced, we can confirm that we are aware of other incidents since 2023, however, please note that ESP is made aware of power interruptions through consumer contact, meaning that if we are not contacted at the time, we are unable to record and investigate these effectively. Should you experience a power interruption in the future, please call us on 01372 587 500 during the incident so that we can ensure a full investigation can be completed.
Should you require further assistance or information, please do not hesitate to contact us on the number above, or via email at hello@espug.com.
Once again, thank you for your feedback.
Kind regards,
ESP Utilities Group
