SMS (Head Office) - Glasgow

Susan B.

Had my meters taken out and replaced with smart meter. It hasn't been set up correctly. Things that I should have available 24/7 now only come on when the storage heaters are on. Tried for days to get old of some to no avail. I am just left out in the cold.ni despair

Brian M.

Engineer came round from this cowboy outfit .to replace faulty smart meter .
Decided I had to have gas and electric meters replaced.
When he left my boiler wouldnt work and the engineer called me a liar.
Avoid this cowboy outfit at all costs .

James S.

The second worst company I have ever dealt with behind British Gas Lite who they are working on behalf of.
3 rescheduled appointments (all the day before or on the day of the job!!), 1 appointment were the engineer was unable to do the Job as under qualified and booked in for 5th appointment with no faith it will be completed.
Sms we're given the job knowing we are already through the Ombusmen with the company they are working on behalf of (BGL) and they can't get the job done for them and seem as incompetent!
13 months to connect electricity, hours and hours on phones, online chats and emails.
Stay well clear of any of these two companies

Rose M.

This is our second meter install from SMS and it's been a disaster both times. So far the whole process has taken 3 months and we still don't actually have an electric meter. They keep saying one thing on the phone ("yes we can send a 3-phase engineer") and then they actually send somebody with the wrong ticket for the job or nobody shows up at all. We've had 4 fixed appointments over that timescale and still have no smart meter.

Last year when our gas meter was installed it was a similar story. Our supplier (Octopus) kept putting the job down as an emergency, and SMS would not turn up or they would arrive, see it was a new meter install and say they weren't the right person and go away without installing the meter. It took over a month of arguments, and far more than 4 appointments, in the dead of winter to get our gas connected.

Ali Z.

Your drivers need to watch out. Park wherever they please blocking the access to our car park.

Gordon B.

Booked appointments through OVO to get my gas meter checked out (not consistently send smart readings).
Engineers failed to turn up on three separate occasions over 3 months. Engineer then turned up without notice. So nobody was about to deal with them.
Definitely very poor communication going on between OVO, SMS and customer.
This needs sorting out.

Sim A.

Moved into a property, no gas supply/hot water. I had an emergency appointment booked with SMS.
I confirmed I will be at the property all day. I was waiting all morning, I missed a call near the end of the appointment slot. The engineer only called once, they proceeded to cancel my appointment despite the fact I have no gas supply and confirmed I will be at the property all day.
I raised the issue with my gas company and I was informed this is a recurring issue with SMS cancelling appointments.
Unacceptable and unprofessional.

Stephen D.

Seems like my experience is the same as a lot of people's unfortunately. They've cancelled twice on us now (already been waiting for 4 months for a smart meter install) and then offered an installation 8 months after the cancellation. Please be aware if you are with Octopus that this company is horrendous as they seem to only use them. If you can try and get another installer.