SGN Reviews 255

Sandy Lane Farnborough
Main gas pipe replacement. Work started on April 14th and should have finished early May. They discovered asbestos and that another pipe was to close to the actual gas pipe, causing delays. The main delay and reason why the work will now take 3 month (end of June) with luck is that there was barely anyone on site for the first 3 weeks or they worked only a couple of hours with 2 people. They even had loud machinery running late at night well past 10pm and once 11pm. There are plenty of complaints from the locals and residents, also about how they dump their rubbish on a green area in Irvin Drive. For the past 4 days there has been suddenly a feeling of urgency, I guess due to the huge amount of complaints but we all doubt that they will finish on time. Very bad service considering that they had the plans well in advance and if they would have had more workers on site from the start, everything could have been finished by now.

TERRIBLE. cUT OFF MY SUPPLY and was not needed. Do not use this company. Rubbish

Sgn moved a gas main in my house and damaged the floorboards. The guy took photos and said someone will call in a day or two to repair the damage they caused. No one did so 2'weeks later phoned them some girl with the so sorry and we bad said someone will call in a day or two. No one did so phoned again same thing, some girl with so sorry we bad and some one will call in a day or two . Week later nothing.
Communication - zero
Customer service -zero

I paid nearly £1000 to have my gas moved. This was done efficiently. However SGN uses a contractor Cappagh who were unable to source slabs to complete the job. I have sourced the slabs and my builder will finish the job. However they want my builder to ring their contractor to arrange payment. He’s never going to do this as I’m an ex customer. My contract is with SGN not Cappagh. So I have asked them to refund me so I can pay the builder. They refuse to do this and won’t get Cappagh back to fit the slabs which I have sourced in case they break them. What about if I break my leg on the broken slabs? Total disaster of a company. This has been going on over 2 years.

I have had 4 different teams working on installing a gas pipe to an all electric house. I can't tell you how fantastic each team was. They were fast, efficient and noted my worry over annoying the neighbour where we shared a drive way. They went away expedited it all and its all complete. All with smiles on their faces.. and always willing to help.

Thank you.

There needs to be a way to attribute stars and reviews for the separate SGN workers. Customer service and the guys who come and check your house for gas leaks should get five stars, absolutely efficient and they know what they’re talking about, they’re kind and get back to you but most importantly they’re really efficient. The contractors who dig up the road however need zero stars. Our road has been dug up for three weeks now, we have nowhere to park, tools and pressurised canisters are left out, the pavement is blocked with orange barriers meaning the disabled can barely pass. But what’s more annoying is that on average they work an hour a day. As neighbours we are monitoring them - initially for a joke but when we realised they really are only doing an hour a day we started to watch with concern.

Trying to contact this company regarding moving a gas meter. Despite being in working hours all 'phone lines shut to 'training' and unable to gain access to website because it's bugged.

I gave a 1 and have done that under sufferance. This is the worst company I have ever used. Absolutely awful customer service, don't seem to have any pride in a job well done and do the absolute minimum for what you have paid them for.

SGN made a mistake when checking the gas supply to our house which then left my partner, myself and our 7 month old baby without heating or hot water. However, as soon as we flagged this to them they sent an engineer out immediately to assess what would need to be done and the works have all been completed the following day. All of the staff we have spoken with have been friendly and helpful and we're really grateful for SGN getting this sorted so quickly for us. Thank you!

I phoned to complain about the lack of diversion signage at a mains replacement project they are undertaking requiring the closure a busy junction completely. I was told they were not carrying out any works in my town. Must be another company with branded SGN vans excavating on gas pipes !

They are doing roadworks and put a 4 way traffic lights on roundabout and traffic is horrendous, it took 27 mins to travel 500m and they do not work pass 5pm.

As part of national gas metering, SGN offer a contact phone number which during work hours goes to ansaphone. Strangely the gas safety notice clearly states the ansaphone service is for out of hours use. What a bunch of planks

What SGN charge is outrageous! £850 for an hour and a half’s work!

We had our gas supply moved from the inside wall to the same wall but externally. No digging required, no reconnection.

How is the price justified?

Delay & Disappointment. I have achieved the promise of a "goodwill" payment from SGN for poor service re a dreadful phone receptionist & a booking for a survey in a Hampshire residence. This was nearly a month ago (late February/March 26). Despite SGN having my phone number (ends in ...607) they claimed they couldn't reach me for the payment card transaction. My phone was fully functioning at the time and was making/taking other calls. I emailed them to this effect & an SGN manager successfully called me on the number that was previously beyond them etc to offer a cheque payment by post. To date (late March 26), I have yet to receive it and have been told it will take a further 10-20 days. How on earth is anyone expected to deal with such a badly organised company? I have included details here for them to ID the case. No doubt they will ask for "further info" rather than just send the "flipping" cheque. I await the next step.

We had an emergency today and Tom - the engineer - came to help us on time.

Fantastic, professional service from start to finish. Tom was knowledgable, he explained everything clearly. He was polite, efficient and left everything tidy. We highly recommend Tom.

This company can’t be trusted. Their customer service team appear to listen but when it comes to a resolution they deny everything. We lost gas service for 2 weeks whilst we were away. They talk about 4 hour response times but it’s a lie because they make excuses about emergency jobs taking preference. Engineers turn up without notice. Managers call you and then deny what was said. Complaints are not properly investigated. Contractors are not properly managed by SGN and left to their own devices with the result that work is substandard. Managers call you on withheld numbers - best to record calls or ask them to put everything in writing.

I’m very disappointed with the level of customer service I’ve received from SGN. After their workers accidentally scratched my car while carrying out gas works on my street in early February, I reported the incident immediately and provided photographs as requested.
A manager later came to inspect the damage, but since then I haven’t received any updates or follow-up communication, despite sending reminders. It’s frustrating to be left without any response or resolution weeks after the issue was acknowledged.
I expected a company of this size to take responsibility and handle such matters promptly and professionally. Unfortunately, my experience has been quite the opposite, and I hope SGN improves the way they deal with customer complaints in the future.

Asked for a quote using their online system to move a gas meter and pipe to the other side of the wall no more than 12 inches. got a price of 717.00. i contact their customer services they suggest i get one of their estimate team out as could reduce the cost. they said to come out and take a look would be free. Just had the new price back at 1162.80. SGN are a CON

Thank you to Andrew Howison for his professionalism and communication today attending to a major issue at one of my rental properties in Mill Street, Kirkcaldy.

Andrew was excellent, he quickly fixed the problem and I couldn’t be happier with his service, efficiency and knowledge.

Also thanks to Robert Leitch for his input and knowledge helping me find a part required to finish off the job.

Both Andrew and Robert were awesome today. The gas meter box issue was a bit stressful until Andrew turned up and fixed everything!!! 👏👏👏👏👏

Regards
Darren

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