What to expect when our staff visit your home

At National Grid Electricity Distribution (NGED) we are committed to providing you with excellent customer service. We aspire to get it right first time, every time.

When we visit your home there are a number of customer service expectations to look out for that will provide you with trust and confidence in our staff:

• All NGED employees and contractors will show a photo identity card.
• NGED staff will be suitable, appropriately qualified and fully trained for the purpose of the visit.
• Vehicles will carry the NGED or our contractor’s logo.
• NGED staff will be polite and respect you and your property.
• Our staff will be clean and tidy and, where appropriate, will be wearing branded work wear.
• NGED staff will be able to tell you which telephone number to call to report a power cut.
• NGED staff and contractors will be able to explain the reason for their visit.
• If you have any doubts about whether a caller is genuine do not let them into your home.

We will offer ‘am’ (8am-1pm) and ‘pm’ appointments (12 noon-4.30pm) if we need to visit you. You can also ask for a more specific appointment time within a two-hour time band. If we agree an appointment with you, we will do our best to keep it, unless we agree an alternative date with you.

We have created a handy guide for our customers to remind you of the expectations when we visit your home. The guide also includes helpful information on who we are, how to contact us, power cuts and planned interruptions, and how to register for our priority services.

The guide is available here.