We have live wires in the hall, discovered when my husband got an electric shock. Called the out of hours number and told an electrician would be out to us. An electrician did call and told us he would be arriving in a couple of hours. Shortly after this was cancelled and we were told to call the out of hours again, which we duly did. Over the course of the day we called 7 times to chase up when an electrician would be arriving as we had not had a call from anyone. One of those calls I was kept on hold for over 25 minutes it was extremely frustrating and time consuming. We kept being promised someone would be out to us that day. We waited in all day and no-one came. I requested to speak with a manager but was told they were all too busy.
So The following day 8 am, called David Wilson again and again we are told someone will be with us today. 9 am I call back as I am keen to get this sorted and have not heard anything. I am having a hard time with the concept of having live wires in the hall that my husband has already had a horrible shock from. At 9am I spoke with Mariam in the out of hours customer care team. She is the rudest customer care person I have ever spoken to. She was clearly annoyed I had called back (she took my 8am call) and she did not listen, kept speaking over me and absolutely no regard for the situation. I ended up losing my temper with her, which in retrospect was exactly what her intention was. I ended up hanging up the call and phoning back. The chap I spoke with was exactly what you would expect from a customer care department - he listened and was understanding. He put me on hold whilst he spoke to the deployment team and came back within a few minutes to explain an electrician would be with us within the hour.
I will be raising an official complaint with DWH in business hours as this weekend has been a horrendous experience, not only horrific that my husband was electrocuted, but the process of dealing with DWH has been truly awful. I hope no-one else finds themselves in this situation. If the call centre were honest from the get go, in that they cannot get an electrician to come out, then we would have found our own electrician to come. We are now trying to find an electrician on a Sunday and having no luck.
EDIT: We called back at 10am as we have not heard anything, to be told that they have put the job out to 3 electricians who have all rejected the job but they will find an electrician within the next hour.
We called back at 11.45 as still not heard. They’ve found an electrician and they’ll call to arrange a time. Explained we have gone out as I don’t want to be in the house with live wires.
2.40pm. We called again as not heard anything. The chap I spoke to said someone was due to be at the house at 1.30pm. I explained we are out and have been waiting for a call. Put on hold and then call disconnected. No-one called us back.
4.15pm. Electrician called. He advised he has jobs do to but will be with us today.
The electrician did arrive and made safe the live wires. Now the downstairs wc & living room lights do not work.
On 6 May at 1.30pm Another electrician arrived - he simply took photos.