ESP Utilities Group Avis 8

Réponse de ESP Utilities Group

24 avr. 2026

Hi Gregg,

Thank you for your review.

We're really sorry to hear that you're disappointed with the quote provided, we can appreciate that the quote feels high for a single gas connection.

As explained when your quote was provided, the majority of the cost is attributable to the mains extension required to reach your block of flats due to where the current mains service pipe is located.

If any of your neighbours are also planning to install a new gas connection, we would recommend speaking with them, as this could significantly reduce the cost of your quote.

Once again, we appreciate your feedback, and if we can assist you further with this, please do not hesitate to contact us via our main line (01372 587 500) or via email on newconnections@espug.com.

Best regards,
ESP Customer Service Team

Réponse de ESP Utilities Group

15 déc. 2025

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

Réponse de ESP Utilities Group

9 déc. 2025

Hi Muharem,

Thank you for your review, we appreciate your feedback regarding the power interruption you recently experienced.

We truly understand the inconvenience and frustration caused, and despite ESP's best efforts to restore the power to your property, the interruption lasted longer than we would have hoped.

Following the restoration of power last night, we determined that you are due compensation under Ofgem's regulations which we have contacted you about this afternoon. Further to this regulatory payment, ESP is offering all affected consumers a goodwill payment in recognition of the prolonged interruption and the stress caused as a result.

We do hope that our contact with you this afternoon has gone some way in demonstrating that we understand and acknowledge the impact, and truly care about your concerns.

If you need to contact us in the future, you can do so via email at hello@espug.com or via phone on 01372 587 500.

Thank you again for your feedback.

Kind regards,

ESP Utilities Group

Réponse de ESP Utilities Group

1 déc. 2025

Dear Miss Blyth,

Thank you for your review and feedback.

We're sorry to hear that our annual postcard caused you some confusion.

ESP Utilities distributes the gas and/or electricity to your property, however, we do not bill you as you are billed by your supplier. We are responsible for maintaining the network that supplies your gas and/or electricity as mentioned in the leaflet, so any issues you should experience with the supply to your property, we are your point of contact.

We have taken your feedback on board and appreciate your comments.

Should you have any other queries, please do not hesitate to contact us.

Regards,

ESP Utilities Group

Réponse de ESP Utilities Group

29 sept. 2025

Dear Claire

Thank you for your review.

We're very sorry to hear that your experience with us with regards to reporting a power interruption did not meet your expectations.

As mentioned on our website, the process for reporting a power interruption is to make a phone call to 105, which will then be redirected to the applicable organisation, in your case ESP Electricity. This is the process across the industry and is not determined by ESP. A link to our website can be found here: https://espug.com/householder/issues-with-supply/#electricity-power-cuts

Once again, we thank you for your feedback and we are sorry about the difficulties you experienced due to not having phone signal at your home.

Kind regards
Hannah