SGN Reviews 256

We need to convert our house from oil to gas and both Albert and Sam at SGN were brilliant in helping us understand the process and get all the works booked in.
We’re in a bit of a difficult situation and they were both so professional and kind throughout. They were just lovely and understanding, which made a stressful time much easier to deal with.
Really appreciate their help

Lovely team member Laura came to deliver us hot plates and fan heaters as our gas and heating has been turned off whilst SGN organise repairs. She was super friendly and informative about safe and proper use of the devices. Thanks Laura

Very poor after care in terms of restoring grounds they have opened up or even areas surrounding been waiting weeks for them to properly fix it all and they left water pipes they moved hanging off the side of my house and didn't reattach them to the wall. They also are now ignoring all contact attempts I make to there complaints team.

They caused a huge water leak in my field and then denied even being there!!

I had a positive experience with the company right from when we spoke with them till the gas issue was resolved. They kept us informed of when the engineer will come and the engineer that was sent was very nice, friendly and polite.

Horrendous company and customer care team. Over 4 months since they caused the damage to my property and they have still not fixed it! They continue to make things difficult and have shown zero interest in making things right. I continue to be out of pocket and I my damage can't be fixed until they do their part.

Can someone explain what being on SGN’s Priority Services Register actually means? From my experience it is a complete disadvantage!

My husband and I are both 81. I have multiple long term health issues and have just come out of a two week stay in hospital. Until a couple of hours ago we had been without central heating, cooking facilities or hot water since Friday morning (January 1st).

We were supplied with 2 fan heaters and an electric hot plate which helped somewhat however the house was still freezing and we have been unable to bath or shower.

We live in a small cul-de -sac and all of the houses were affected with everyone’s gas turned off.

Yesterday evening we were told that 1000 litres of water had been drained nearby and that we would be reconnected. All of our neighbours were reconnected, despite the pressure being lower than recommended, however when they got to us the pressure was too low. We were told that everyone would be switched off again and that someone would be around to see us the next morning (today). By mid morning we had heard from no-one but then discovered that we were the only ones in the cul de sac that had been left without gas and that everyone else had remained connected from the night before.

This morning having had no communication from SGN I managed to get a reply from their customer service telephone number. It was arranged that someone would call, however when the engineer arrived he had no knowledge of the history behind our situation and the multiple teams that had been involved. He again tested our pressure and said that our pressure was too low for him to be able to reconnect us so we were no further forward.

An hour or so later another engineer arrived with a large pump which resulted in our pressure rising enough to turn our boiler on but we still cannot light our Aga (our only source of cooking). Despite having asked for a manager to come to see us with an update of the situation this has not happened. We have never received a comprehensive explanation of what is going on or any idea of when we will be able to have all of our gas services restored.

I cannot believe that a company the size of SGN can operate in such a costly and inefficient way. Their Customer Service line, which I understand is meant to operate for 24 hours, closed at 5pm yesterday. There is no attempt to join the dots and for all calls regarding the same fault to be directed to one team and for customers to be updated by the same team. No wonder gas is so expensive!

As for the Priority Services Register, I think I might ask for our names to be removed as our neighbours received better service than we did.

The engineer was fine. However the work to lay a slightly wider plastic pipe to raise pressure left a trail of destruction in terms of smashing through not one but two underground waste pipes. Even worse, they didn't inform me of this even though I was always present and available. So we carried on as normal and water continued through the broken pipes, with us being unaware that it wasn't going any further than the hole in the ground. These pipes were out of order from before Christmas until some time beyond January (I hope) because I am told that the repairing subcontractor doesn't return to work until January 6th. We now face the disruption of the pipes having to be rebuilt by a subcontractor (paid for by SGN). On the positive side, the local team manager was sympathetic and a Connections Team lady on email was helpful.

My recommendation is to be very watchful when work is carried out by them. After my situation I feel I simply cannot trust them. My experience is that they may leave with you thinking everything is alright, even though it may not be.

The situation is ongoing.

Edit: Cappagh repaired the broken pipes and SGN increased my compensation, which I accepted, although still less than the damage and trouble caused. I just wanted to move on.

Engineer was out 30 minutes after calling in a smell of gas at home in the middle of the night. Polite friendly and professional. Confirmed what he was doing and what I need to do in morning - made the house safe for me and my kids to come back in. Clearly explained the completed paperwork.

Dangerous driver in SGN van with VRN: LB24 YSW at 20:51💀Harassing and tailgating me whilst I was doing the maximum legal limit of 40mph on the Leatherhead bypass. Undertook me, sped up, then crossed the roundabout in a left filter lane, only to tailgate the next driver for ¾-mile. Real credit to the company 💀

We had an issue with our heating / hot water so called British Gas who said they would get someone out from SGN. 25 minutes later an engineer arrived and established that there was an issue with the gas pressure coming into the building (its a conversion).

He checked our pressure and my two neighbours and due to the problem had to isolate the gas in the building. Result was no heating or hot water on a freezing cold day

Engineer reported the fault, explained that 2 managers would be out at 6pm to investigate further. They appeared with some other engineers and established the problem

They kept us all up to date and sorted the problem out fairly quickly - they worked until they could turn the gas back on into the building

A lot of bad reviews on here but I thought the service they provided and how quickly they resolved the problem was excellent

Well done SGN

We had an issue with low gas pressure on Friday and they had to replace the pipe to the property. All 4 guys that worked on the issue on Friday & Saturday were great! Just over 24 hours from being cut off to being reconnected.

I would like to thank SGN Engineer Harvey, who could not have been more helpful. Having been in contact with both the gas supplier and Gas Safe, both were obstructive and unsympathetic. However Harvey managed to give us a possible solution to a very badly positioned Gas Smart Meter. What a difference a polite, professional and friendly Engineer makes!
Thank You

Handed over a Block from previous agent to us. SGN had recently completed some upgrades. There was some damage to the communal carpets in each 3 blocks from mud and oil trodden in, and rear gate and communal bin fencing smashed. Was told the team would fix it. Fought tooth and nail to get the fence fixed, which was done without us being informed. Trying to get blood out of a stone from the Project Manager Riser Team, and North construction and Mains replacement team. Shocking service received, dodging emails, phone calls etc, being passed between pillar and post!

SGN are absolutely useless. They dig up the road, then disappear and take as long as possible to complete repairs. Most of the time, there's nobody working at their site in Swanley. They blatantly ignore their own project timelines, and this seems to go unpunished. Strangely, someone in government or the council clearly trusts them implicitly, almost impeccably. One has to wonder: is it sheer incompetence, or could there be malpractice afoot? Either way, I wouldn't trust this company to build a sandcastle. Absolutely useless.

illegal road clouser .no warning
Dug up road completely blocked no work
Apparently according to their lies cant get part

They didnt tell bus companies, schools or local.council

Hiding fact of who is doing the works with no signage. Total incompetence

Off to remove the blockage and fill tbe hole total joke

Still no.contact getting blanked by British Gas and SGN

This summer SGN started gas main renewal work in our area. We were advised this would be carried out July through September. We were told by a SGN representative that we would loose gas supply for 1 day as our home was connected to the new pipework. As it would be summer this would not be significant.
Mid August the work team was withdrawn from this project with the houses on one road, RG5 4BD, not completed. The team has been reassigned to another nearby project, ‘gas main replacement Colemans Moor Rd’. The team has told me that they will not return to RG5 4BD until the new project is completed. The new project is scheduled to take 16 weeks, ending just before December.
So we can now expect to loose gas supply in a winter month, by then we will both over 70. Neighbours are even older.
As we, like many of those effected, heat our homes with gas. Who is going to pay for the additional electricity cost to heat our homes while the gas supply is interpted?
Further in two place the surface of the footpath was smashed up in early August. The path is closed off by barriers but no route for pedestrian has been created. We have been left to navigate around this obstruction in the road. Why was is action taken significantly in advance of the related pipe work – to some someone money?
We have not been contacted by SGN to advise us of the delay or when work is likely to resume. We will be expected to arrange our lives around a faceless indifferent organisation.
Don’t bother apologising communicate with use!

Dug up the road near us and blocked it off but left the wide pathways on either side totally open. Could have partially blocked pavements leaving room for pedestrians, wheelchairs etc while blocking vehicles but no. Lo and behold cars, vans, flatbed trucks you name it now just drive on the pavement to get round the works. A neighbour brought this to their attention, nothing done. Then they just disappeared, no worker on site last 4 days, traffic still coming through. It’s a main thoroughfare next to a school, lots of school kids walking up and down.

SGN are replacing gas mains in many areas around the country. They’ve sadly just done around us and it is not an experience you should look forward to. Advance communication is woefully creative rather than realistic. The risk of damage to utility infrastructure (water, broadband, electricity) close by, is high. This is not mentioned in any advance communication. And when it does happen, SGN will simply state “it wasn’t our fault”. Expect significant disruption and disregard for residents. And SGN’s interpretation of the word “reinstatement” is liberal.

I had a total no gas problem, these guys arrived within the hour after ringing to take out my dead 10 year old smart meter.Never had a meter die on me before.
Very professional service. They kindly got my boiler going again and checked all the gas appliances in the house.Had no idea this is the go to service in an emergency. My actual supplier has been hard work.
So in an emergency definitely a five star service.