AES Smart Metering Ltd – Energy Development in Kent

My experience with AES-Smart Metering Ltd. was deeply disappointing and highlighted a complete lack of professionalism and respect for customers' homes. The issues began the moment the engineer arrived. He walked straight onto my driveway and started opening the gas box without knocking or introducing himself. I had to approach him to start a conversation, and even then, I was met with an indifferent groan rather than a polite greeting. When I asked if everything was alright, he mentioned he might not have the right part for the job. I offered if he needed anything to give me a shout. Things quickly went downhill. About five minutes later, my front door opened without a knock or announcement—the engineer simply let himself in. He asked if he could use the toilet, which I agreed to, as any reasonable person would. However, what followed was completely unacceptable. After he was in and out of the bathroom pretty swiftly, I noticed I hadn’t heard the tap being used, indicating he hadn’t washed his hands despite soap and a towel being available and his work gloves remaining on! Worse still, when I went into the toilet myself, I found an unpleasant smell and marks left in the bowl. The lack of basic hygiene was shocking, especially as he had touched door handles and switches that my children regularly use. Later, while I was across the road letting my dog out, the engineer entered my unoccupied house again without asking. I returned to find him in my kitchen, searching for a socket to plug in a device. No explanation, no prior warning—just helping himself. He then asked where the fuse box was, turned off the power without clarifying how long it would be off, and only afterwards asked if there were any power-dependent devices. At the time, I was working from home with an important meeting scheduled. When I explained this, he offered a power pack but made no effort to ensure it would be compatible with my Wi-Fi, leaving me unable to connect. The disruption to my work was significant and entirely avoidable with better communication. While working outside, the engineer's behaviour was also concerning. He was frequently talking to himself, swearing, and laughing intermittently. This only added to the discomfort I felt throughout the entire experience. I must add one ever so slightly positive note seeing as 1 star was given. Although I was furious with the way the visit went the engineer did provide me with some useful information on my solar panels and the use of a battery. Despite this, Overall, this was one of the worst encounters I’ve had with a service professional. The lack of basic manners, respect for my home, and hygiene standards was unacceptable. AES-Smart Metering Ltd. clearly needs to reassess their training and expectations for staff behaviour. I cannot recommend this company and would advise others to proceed with caution.

My energy supplier appointed me this company to fit a new electric meter as mine is faulty. Managed to get an appointment on my week off from work, so I was very lucky. Was up from the crack of dawn because my appointment was scheduled between 8am to 12pm. Got round to 11am and had a phone call from the company to ask if I was at home, which I stated I was and had been for the last 3 days. Apparently the guy turned up and phoned me to let me know he was there. I received NO call. I had been looking out the window from my flat on and off all morning as my bedroom sits on the main road and thats where I was. I saw nobody. I also had my windows open to listen out too. They then said they will phone him to see if he would go back. I had a phone call 20 minutes later to say he wasn't coming back as he had moved on to another job and I need to rebook. At this point I was so angry because I have to wait until October to rearrange an appointment for when I'm next off. I never normally get angry on the phone with customer service staff but I had had it at that point. Not to mention being up early when I am on annual leave and I am exhausted from my job as it is. Utterly disgusting that the engineer would lie to say they had knocked on the door and phoned me to say they were there. I have made a formal complaint with the company and So Energy. The guy on the phone was very apologetic and that I am giving a completely different story to what the engineer gave him. Seems like these reviews all have the same experience. I reckon the guy was just lazy and wanted to be paid for work he wasn't doing.

My energy supplier sent this company to my home to install Smart Meters. Nobody attended at the appointed time slot so I contacted them and was advised that their portal showed the engineer “on site” but he wasn’t. An engineer arrived 45 minutes after my call , explaining that he had been taken off of another job to come to me. He was not happy. I showed him the location of my electric meter whereupon he sat on my solar battery and proceeded to have a heated telephone conversation about being taken off of one job to do another. My wife suggested that if he did not want to be here he should leave. He responded by telling my wife not to listen to his conversation, how rude, sitting in my home, having a row with his boss. He changed the electric meter and then went to change the gas meter but returned without completing the task, saying that it didn’t fit. During the 3 hours that he was on site he appeared to be very slow and difficult to talk too. On a couple of occasions he handed me his smart phone and told me to “sign here”. When I asked to read the text he told me “that is nothing to do with you, just sign” I did sign with an X. As he was about to leave, my wife said that our central heating boiler was not working. I went to check and re-started it. I heard him shouting to my wife that it was nothing to do with him, at which point I intervened by telling him to get out of my house. Overall, a very unpleasant experience Date of experience: 06 February 2024