Energy Assets Reviews 

Not a very good organisation. I scheduled a meter installation (for British Gas) and was very clear that it needed to be at 3:30pm. I run a restaurant so hours power and gas can be down are limited. All confirmed by the agent and said it was fine. Text messages and emails then said 12-5pm window for the visit. I received a call to confirm the day before the visit. I was busy and said to the lady I had to leave in 3 minutes to collect my daughter from school. Could she kindly call me back in 30 minutes. On and and on she spoke, not listening. I tried once more to say I had to go and on she went talking again. Bye. Had to hang up. Now I have no idea if they are coming today or not as she didn’t bother to call me back. Oh well. If they arrive at any time other than 3:30 it will be goodbye.

Poor. Train your people in active listening and customer service. Train them not to confirm something they cannot or will not do. Professionalism - look it up. The basics.

Update following your reply: I tried to calm and the phone just rang and rang. Fortunately the engineer called and seems far more professional.

Good comms from HQ and the engineer. Quick and efficient work, no issues at all with my meter change.

They make appointments and the engineer does not turn up. Has happened twice with me and they keep on reminding me about the appointments. The engineer does not turn up and no phone calls to warn that the engineer is not going to turn up. What a waste of time.

I have never given you my details, I have not signed up for a smart meter. You are in breach of data protection. Please stop harassing me.

They wrote to my business with the following email on numerous occasions (meter point info and address removed for security purposes) despite being asked not to. Here’s what they said:

“Hello,

On behalf of your energy supplier British Gas Business, we attempted to call you to arrange an appointment regarding Power Meter Exchange.

The appointment relates to the below site.:
Meter point number: xxxxxxxxxxx
Address: xxxxxxxx

These details were provided by British Gas Business.We'll try to contact you again soon, but if you'd like to arrange your appointment sooner you can: ……….
Who are Energy Assets?
We're working with your energy supplier, British Gas Business to help them with their metering activities. Energy Assets is a trusted partner of British Gas Business”

1 of my team looked into it and emailed the following back to them

“I have spoken to British gas who confirmed they have not requested a smart meter be installed at Amesbury. They also didn’t recognise your business as they use the firm SMS for installations. They suggested you may be trying to set up an energy contract with us, which we don’t want to do so please don’t contact us about this.“

They continue to send similar emails and I believe may be following up with phone calls.

They installed a new smart meter that only shows one rate (day)
We previously had two rates a day rate and a cheaper evening and weekend rate. We have been charged at the higher rate since April . Very annoyed at this as it is a church and we are struggling to pay our bills. Energy Assets have answer my review and have advised me that the setting up of the smart meter is the responsibility of the supplier who is Engie. What they should have done was to advise us at the time of installing the smart meter that the meter wasn't like for like (two-rated)and we should contact Engie to have it set up correctly asap. Unfortunately, the problem was not discovered until months later and the church has been charged at a full rate and not the discounted rate for evenings and weekends. A lesson learnt!

No engineer arrived and not a call or email to say why. The 4th time this has happened, YES 4 TIMES. What a joke of a company they are. Disgraceful and a reason why smart meters are so hated by the public.

a similar experience as others where the engineer calls 15 minutes before the allocated time, say 8am to 12pm, they call at 11.45 to say "they're running late" and "held up on another job". When I called their office at 11.10 they did not know why the engineer was not at our property. The staff at the office put me on hold and forgot I was on hold.
The company is inefficient and I would not use them ever again

Having spent several months getting increasingly frustrated with Energy Asset's lack of responses to my concerns, which were raised in multiple calls and emails, I was pleased when one of their senior customer service representatives (who I'll refer to as P) got in touch. They (P) took the time to understand my frustrations with the situation and also understood my concerns. In less than 24 hours, a mutually acceptable solution had been arranged by Energy Assets so a smart meter could be installed at our business without any business interruption. I only wish P had picked up the case earlier as her efficiency and empathy are to be commended. Although I have now experienced exceptional customer service I can only rate the company as three stars as new customers will have to go through the same difficulties I did.

Just had my meter changed as an emergency request. Can’t fault the service and the quality of Alex’s work. Nit sure why they have such low reviews as the work was spot on. Many thanks

I have had two attempts at arranging a smart meter installation. This company is an absolute joke. The engineers are very rude and shouldnt be anywhere near public service. First one called 20 mins before appointment and said he is running late so cancelling appointment ( Friday 15:00....and i had a volunteer who travelled 30 minutes one way to be at our church ). Second one left me a voicemail to confirm time. When i called back he said i am calling the wrong number..! and told me he is not the agent for our area. Anyway long story for the second time appointment is cancelled. Stay away - waste of time really

All the other low score rating has confirmed with my exeperience with them. They are crap at their services. Do not intend to solve any problems. First customer service cut off the line, the second Anusha do not speak to me because you have to name the person on the list and no alternative way even that person has long gone. What a wonderful system they have.

Making it up as they go along.

Bear with this, it’s a little lengthy…….
Since having an ev charger fitted, Dec 2023, I have constantly had issues with the ev charger tripping off at multiple and random times everyday (as it is intended) when it is exposed to voltage rates above the regulated maximum of 253v. I was advised by the ev company to contact the DNO (EAN) as they can see multiple times the voltage being received is over the permitted amount. After an initial call with Energy Assets to register my issue, I was contacted by a rude and quite frankly an obnoxious individual demanding I need to pay for someone to come diagnose the issue. After a healthy debate, a short time passing, and no payment made to EAN, 2 chaps attended and confirmed that at the time of attending voltage rates were in the regulated range. After explaining the randomness of the tripping and showing them graph data from my ev charger company I was told that it’s not a network issue and no-one else is having this problem, so it must be faulty and incorrectly calibrated equipment installed by my ev charging company. I have since (to be diligent) had 2 new charging boxes replaced/fitted. And still have the same problem 4 months later. Now it is worth stating that this DNO have finally stated they are arranging to have voltage levels reduced to this development but only after I had revealed the issues I have experienced were in fact happening with other ev owners with home chargers around this development. Over this time I have been lied to about over voltage regulations, had little to no ownership of an issue that on reflection has been a problem since we moved in over 2 years ago as I have had to replace every led bulb I installed when we originally moved in, along with a 2 year old washing machine a dishwasher and kettle that all just died at random times over this period. Now prior to the ev, I thought this was just bad luck on my part and thought that the manufacture was poor on our appliances. However, now I know a lot more about voltage rates and what over voltage can and does do to your goods feel that the fobbing off and lack of accountability this DNO has falls way below the operating standards of consumer expectations. Thanks for sticking with this early morning rant, but felt compelled to write this as I woke up to another night where my ev did not charge as it tripped off due to over voltage late last night and is now tripping on and off whilst writing this novel like review.

New gas meter fitted, but new pipe was not earthed by the fitter, who said it was my job to do that. Therefore, the job has been left in an unsafe situation.

I once booked an appointment with this company. They never made the necessary follow-up appointment and from then on (months) I have received roughly 30 emails with confirmations of appointments for completely different addresses they are going to. I have told them 2 or 3 times about this and nothing has been done

No arrival time stated on email
Also stated that the supply will not be interrupted, this is surely incorrect!

Have been trying to contact on the phone to see why the engineer has not arrived to install a smart meter.
After holding on for 40 mins being continually told every 24 seconds please continue to hold one of our agents will be with you asap still holding on. NO change
Do they only have 1 agent

The engineer left the job without changing the meter. We had no idea why as he simply left without an explanation. We called the company to find out why and got a very poor excuse that we could have dealt with if we knew he was leaving. This is customer service at it's worst. They don't have 2 stars for nothing.

Waited for 4 hours and the engineer never turned up.

No one turned up-no notification -waited for hours