If you have any question that you would like us to answer or an issue you would like to let us know about please contact us. Our Hours of Operation for all non Emergency issues (details on how to contact us in an Emergency are set out above) are:
To speak to one of our customer representatives please contact us
You can also send us an email to the following address:
In spite of our best efforts to provide a quality service at all times there may be occasions when the service provided does not meet the standards that we set for ourselves or that you might expect from us. We have therefore established a simple and effective complaints procedure so that problems can be resolved quickly and efficiently and to your entire satisfaction.
We will substantially respond to a complaint within 10 working days following the complaint or 20 working days if there is a site visit required to investigate the complaint. If we fail to meet these deadlines we will make a fixed payment of £20 in respect of the initial failure and each succeeding five (5) working days that we do not respond up to a cap in any Service Period of £100.
If you have any complaints, please contact us at firstname.lastname@example.org
A Service Period is a Calendar Year as defined in your residential supply agreement.
If you are not satisfied with the response, please contact the SDEN Managing Director Amanda Cherrington at email@example.com or 020 8770 5530.
If you are still unsatisfied, you are entitled to make a complaint at the Local Government Ombudsman.