IMSERV Europe Ltd

By far the worst company I have ever dealt with. They just say call back in 10 working days and nothing ever gets done. Im taking my complaints to the ombudsman at this point

Pros: Arrived within the slot, fast work, helpful office staff. I was initially hesitant to book because of the mixed reviews regarding missed appointments. However, during my 10am to 12pm slot, a quick call to the office confirmed the engineer was en route for 11am. He arrived as promised and completed the job in just over an hour while I attended to another property. Based on my experience, the service was reliable and efficient.

Danny was excellent today at our home So friendly, courteous and efficient at his job Also kept me informed about time scale before he came Took only about 30 mins to complete the Smart Meter Brilliant service Highly recommend this company

Perfect service from Osman. Absolutely Amazing….

Great service from Ozzie, called up the day before our appointment to make sure everything was in place. It wasnt on our end, so we rescheduled for a week later, if it wasnt for Ozzies call, our appointment would have been a waste, so shout out to him.

Tried by phone and email, terrible experience

Brilliant came on time and excellent service

Richard M.was polite, friendly, and explained everything clearly. Very happy with the service and would definitely recommend

Oz from IMSERV was brilliant. Called me the day before to confirm the appointment. I requested a 30 min heads up before he was coming which he did. After the installation of the new meter. He calmly explained the various settings of the meter. A most pleasant, knowledgeable and polite technician I have ever had the privilege to meet. Should be training younger apprenticeships.

Had a terrible experience with imserv, some staff were rude, one guy didn't show up

We were not informed by Rentaroom or by IMSERV of to days visit? We were not worned at all for what happened today and we have a right to know because we live there, the power was suddenly cut of with out explanation, for future reference please inform Rentaroom so they can email us a polite worning 24 hours before ty.

Terrible service! Cancelled appointment the day before then was told 6 weeks for next appointment, we are a business and need to arrange staff due to having no power and the day of meter change

Thanks to the team at IMServ who came out and fitted our meter. Despite some initial booking headaches, they were able to attend at short notice and got the job done.

Richard was very professional and respectful

Oz was fantastic! Called me the day before the appointment to confirm logistics and explained everything he'll need to do in advance. He came on time and was very quick. Everything was as explained with no surprises. Thanks again Oz!

Ozzy was great getting the meter in our retail unit

The fact they employ drivers who show little regard for road safety and park on pavements in junctions.

Booked an appointment on 15th May for meter tails to be replaced with correct size. Engineer was supposed to come out on 23rd June. Had a phone call on the morning they were coming to say the engineer had not turned up for work. Rebooked for the following week and no one turned up and no phone call. Phoned Imserve twice to find out what was happening only to be told the engineer had not turned up for work again. Next earliest appointment is 23rd July. Rubbish customer service for a job that would only take 30 to 40 minutes but has delayed our project for 2 months.

Our 20 year old half hourly meter has been extremely problematic for the past 6 months and is either taking no readings at all or reading our Solar PV generated power as energy imported from the grid! Our energy supplier (Valda Energy) raised an urgent request to IMSERV on 28th May 2026 to replace our half hourly meter as soon as possible. On the same day, we agreed an install date with IMSERV of 1st July, the earliest date that an IMSERV engineer would be available. Job Ref F4477146 Called IMSERV today 30/06 to confirm installation still on track for tomorrow only to be told that no engineer would now be available tomorrow due to 'scheduling issues'. I was advised that someone should have contacted me - which they confirmed had not happened. IMSERV Offered me the next available date of 21st August 2026! Escalated to Valda Energy and now awaiting the outcome.

Amazing job caring making sure his doing his best to let our resturant work again

Were meant to install a smart meter. 1. Last minute cancellation 2. Came and engineer said might be asbestos ( no evidence) Then got the power supplier to check. No evidence of asbestos but isolated oart just in case. Imserve informed twice of this 3. Next visit, engineer didn't turn up stating possible asbestos. Office told me that they were still to visit even though no intention

Unfortunately an absolute joke of a team. I’ve had an issue for months (noticed early Feb) and was getting passed from pillar to post. Finally got an appointment, for 3 months time! I pushed back and they managed to get one for me in a couple of weeks, with many many reminder texts, but they just didn’t turn up. I rang to see what was happening after waiting two hours to be told they’d cancelled. I understand these things happen but we are a business unable to open because of this. I was told the next appointment would be in around 6 weeks, I couldn’t believe it! I pushed back and managed to get an appointment the next Saturday, meaning more staffing charges for the business and another 2 hour round trip to the property, this time he showed up, an hour early, and without the parts needed to do the job so promised to come back on Wednesday to complete the job meaning we could progress with the installation of the big equipment on the Wednesday afternoon as previously organised with other companies. I have just had a call to say that Wednesday is now not feasible. This is keeping my business shut, letting down myself, staff, and the other installation companies as well as costing me so much money not being able to open.

OZ is a great guy who knows what he’s doing. Very professional and kind person.

Osman is the man!!

Ozzie was fantastic changing our old meter for a smart meter today. Would recommend him to anyone. Cheers!

Oz and the gang are legends. Saved my bacon and were thoroughly nice guys too.

Engineer Danny was great texted the night before to confirm appointment and arrangements. Install was quick easy and talked through the meter and how to read it brilliant thank you Danny

Jacob Jenkins was superb. He was friendly, knowledgeable, and fitted the meter on the new connection swiftly and neatly, we were extremely pleased!

Many thanks to Tom for responding immediately and resolving to our issue we had, also credit the to there engineer Richard who was Brilliant…Both⭐️⭐️⭐️⭐️⭐️ 👏

Osmond was truly amazing and so helpful. He was so efficient. He explained the whole process and answered any questions I had. He even explained how to take the meter readings and how often I should take them. He was so great throughout the meter change appointment. I can’t thank him enough as he went above and beyond and even came earlier than expected just to get the job done. Thank you so much Osmond I really appreciate your hard work.

Lovely lady Jenny came to store and managed to resolve issue with the meter not reading.

Danny did a very good job for us and he is customer oriented who listens to concerns and responds with respect& professionalism

Absolutely useless. This is now the second time ImServ have failed to turn up to a booked appointment. No call, no warning, just a voicemail after the time slot saying it needed to be rearranged because the engineer was sent elsewhere. Completely unacceptable!! This is part of an ongoing issue of poor communication, ignored instructions, and constant wasted time. They repeatedly book appointments at the wrong times, don’t read notes, and expect you to just work around their mistakes. Disorganised, unreliable, and no accountability whatsoever.

Amazing work :) quick, efficient and professional

Always polite, friendly and efficient. Couldn't ask for more.

Engineer Lee came to us this week and fitted a new meter. He was very efficient and answered all queries. Great service.

Ash and Charlie. In an age of AI and endless robo computer loops it is very refreshing to get truly great customer service. In an age where you get passed from one department to the next, and all shirk responsibility, it is reassuring to know that some companies and some individuals can rise above the sea of mediocrity. Well done Ash, well done Charlie and well done IMSERV.

Paul Ashton was the engineer to change my meter. Very lovely and useful person I really appreciate his help and kindness.

Jenny is fabulous!!

Quick, efficient, polite and friendly to have on site @Hatfield Audi

Always polite and efficient and friendly

Polite friendly efficient and safe on site. From Jobyco Shipping Ltd.

Friendly staff always helpful and a joy to have on site. Very safety conscious..

Fantastic service and the engineer Nathan was extremely helpful. Very knowledgeable

The first engineer caused a delay, but the company fixed it super fast, so we're really impressed with their service, and the engineer (Ozzie) who came was awesome.

Happy engineer - explained tbe process - was patient while waiting for confirmation of server shut down . Made the meter change easy

Lee Stockdale from Imserv did a brilliant job in reconnecting the property. He went above and beyond to ensure that power was restored on the day of his visit on 19/12/25.

Ozzie fitted our smart meter for our office and he was absolutely amazing, really friendly and made my morning! The visit was straight forward and he talked me through what was entailed.

The technician Lee Stockdale was fantastic. He kept us up to date with when he would arrive, gave notice of when the power will be off and back on and made sure he explained the work he had carried out. When a part of the building still didn't have any power Lee made sure we could get power back on by identifying the issue and solving it. I did have a lot of issues with booking the appointment and they were cancelled a number of times which was frustrating. But the service Lee provided was great!

Multiple appointments made by your team, then cancelled by your team. Only for someone to turn up on the cancelled dates. Called & used chat service who reassured us no one would arrive today, guess what, they did. The person visting I would give 5 stars too! it's just the booking service you provide which has resulted in this review.

Oz was professional and very efficient but friendly and smiling throughout. Made a boring experience fun! : )

Engineer Lauren Forfar is always on time,knowledgeable and courteous when on site.

Brilliant installation done by Brian . Thanks

Excellent service. Brian was right on time. Very friendly and professional. Highly recommended

Brian was super helpful and efficient :)

Booked an appointment with us - we spent hours preparing to have power outed, closing of servers etc. Failed to turn up. Spent half an hour waiting for them to answer the phone. They then advise they have rescheduled the appointment for three months time (Three months????) and did not even have the courtesy to tell us

Excellent service from lee Stockdale !

We were due to have our meters upgraded today at our centre. IMSERV had kept me informed of time etc. from the time it was booked. Jack H, arrived at the centre just before time. Unfortunately, I was not available as unwell, so he dealt with my colleague, and they kept me upto date. Jack H has gone above and beyond for us today, and I couldn't recommend him more. Thank you for getting us upto date, and ensuring we have the right equipment to do the job for our community building now and in the future. Thank you. Karen Building Manager.

Brian Was wonderful

Brian Fitted meter Was brilliant and professional

Very efficient and quick installation

Really poor service from a company that relys on poorly trained overseas call centre. IMServ made an appointment which required us to make special arrangements. They then cancelled without telling us so waited for the engineer only to discover this when they didn't turn up.

Very professional

Oz the best and kind person. Quick at his job process.

The engineer called 30 minutes before arrival and then arrived on time. The new smart meter was fitted efficiently and neatly.

Gabor, the engineer was on time and very effective.

Great service turned up on time and was fast on the install. 5* service

The service was great and done the job on time No drama Thank Osman

Made an appointment for 18th Dec. Had a phone call last week asking if would be open to earlier appointment. Said she'd get back to me. Didn't. Yesterday afternoon had a text to say coming today. Before they can come National Grid have to do some work. Rang 3 times put through to answer machine half way through conversation. Told them their timescale ridiculous. They are not bothered and take no responsibility. One of worst companies I have ever dealt with. Then had call to say they are not going to do the work at all!

First class service and very informative. Well advised and looked after by Nathan. Many thanks

Great service provided by IMSERV, especially Lauren.

Unreliable company to work with. Job booked in for meter change at 13:00 knowing power be restored by 15:00, Technician arrived at 14:00 said not enough time to complete job needs to be rescheduled. No communication from engineer to say they are running behind etc.

Osman, was friendly, polite, efficent and did a fantastic job. I would definitely recommend him.

Prompt, professional and friendly service.

Osman (OZ) really look after us during the install. Quick nonsense advice.

IMSERVE ENGINEER OSMAN (OZZIE) was truly exceptional. Job was classed as an emergency and his service was prompt and professional.

Day spent checking meter readings with Lauren F. Good communication before agreed works, arrived on time as, polite and well spoken

Paul was amazing did a great job very polite and showed me how to use the meter. Cleaned up after he’d finished the job. 5 stars

Lauren is fantastic and a pleasure to work with

Dealing with Lauren on multiple sites was a pleasure and communication throughout was perfect thank you .

Great efficient service

Paul came out to install a new meter, he was very polite and on time. On this visit it was not possible to install a new meter, but Paul was very thorough with his explanation and took the time to show me what needed to be updated, on the supply side. He left me very clear written instructions on what to do. I really hope that he is back to install tbe meter after Scottish Power have upgraded their side of the power supply. I have no hesitation in recommending Paul - he was really dedicated, an asset to IM SERVE. Thanks Paul for your efforts

Communication was perfect including regular reminders and courtesy call from the engineer to say he was on his way. Once on site he was courteous and helpful as well as doing everything to keep me informed of what was going on and what he had done followed by a courtesy text to say it was fully commissioned.

Sue was very friendly and got the job done quickly. Thank you

Clare S is a regular visitor to hotel Chocolat for our electric meter readings. She is always very bubbly and has a chat on the way in with all staff. She’s been very patient when we are swamped with customers too, she’s very quick and efficient

Excellent attention and service from Paul, very thorough and very knowledgeable. Many thanks

Fantastic quick professional n very helpful. Deserves a pay rise

Hi I had Paul to day to reenergise my meter he was a real gentleman and explained everything to me I could not get anybody better than him he really does deserve a medal 🥇 hope he gets promoted

I swear to God this is the most useless company I’ve ever encountered in all my years in business,if I could have given them a lesser star rating than the one I would have, I have had three appointments and on each occasion they contacted me on the day to cancel. I don’t have the time to waste on this kind of shoddy treatment and nether do I have time to give the meter reading every month considering I am supposed to have a “smart meter “ absolute failure.

IMServ - together with British Gas they have reached a new level of total incompetence !

More than 2 weeks and still waiting for appointment to book for business purposes because we don't want to wait for 3months to get electricity! It's rediculous wait until November (as you mentioned yesterday) and day before you said Sepmter 8th. You are so random and absolutely unhelpful. I asked for out of hours appointment as we can't run a business without electricity. Nothing. Don't even reply by email at all. Call them everyday to get update and nothing. Even worse, no other company can do it. Are we stuck in some different Metrix than you are? Is it engineer even exists? Or it's just a ghost or mythology? Who knows ... Ridiculous.... Jeeesus give us at least some appointment 🫠

This company is terrible. Twice we had to close a sandwich shop for nothing as they couldn't do the job properly (they don't know much about their jobs) At the end they agreed to refund me over £2k (which is not much for what we lost but anyway, better than nothing I guess...). It has been months now since I should have received the refund and still nothing... And of course Vicky from the complain team doesn't come back to me anymore.. they are terrible, Avoid at all cost !

Initaly they dropped email to cancel, affecting 6 different people, considering that different companies came 4 times to change to smart meter and every time they found excuse why they cannot do it, this was very frustrating. But soon after they called to confirm arranged time as per original agreement, girl engineer came (i didn't get the name but she is only engineer in company), and without any issues, she changed the meter, even made nice and tidy wiring. That girl should get a raise.

I had an appointment for them to fit a smart meter last week they were due to arrive between 10am and 12:00 pm they didn’t arrive at all or contact me to cancel when I called them they tried telling me the engineer had arrived and I wasn’t at the property and I didn’t answer my phone when he called me. Once I told them I wasn’t at the property and I hadn’t received any calls they put me through to someone else who also swore blind the engineer had turned up and I wasn’t there once I explained my shop is covered by CCTV and I could prove no one turned up they changed their story to say the engineer was called out on a emergency they are absolutely useless

Cost me my business launch I was supposed to open my café on June 20. IMServ booked a meter installation on 20th, but no one showed up. Waited at the property for more than 3 hours and received a last minute call from the engineer saying that he's been arranged another emergency job and cannot come to the property for installation. No regrets from the person on the phone for not attending and I been assured by the customer service that the engineer will be there in 10 minutes twice during the waiting period. Now they’re telling me the next appointment is in August. Two months later. I’m paying rent with no power, no income and my debts are building up and they’ve taken no responsibility. If your energy supplier (mine is British Gas Lite and they are another useless company) uses IMServ — be prepared for delays and zero accountability.

They keep sending me texts claiming to be acting for an energy provider I am not with. I am signed up with the telephone preference service so they should not be sending marketing texts. Not a good look

Absolutely useless! Been waiting 3 months for a meter to be fitted so I can open a business. I've had 2 no shows and then they cancelled the job. Will have to wait another month now.

Duncan came to service our electric meter, was very professional and friendly, put me at ease and was so helpful telling me what he was doing

Waited at a remote site for the entire 2 hr window for a meter change. No one arrived. I didn't even want a meter change, but was pushed into it by IMServe. Their contact e-mail is not even functioning! Do not use.

Been waiting for a smart meter installation since July 2024. Complete lack of communication. Still waiting.

Great service from IMServe today. Just make sure you instruct your energy supplier correctly who in turn instruct IMServe. They cannot deviate from the job instruction, so please ensure you make it clear if your need is a new install or a meter swap or a swap and install.

Had a meter exchange in May, after rearranging the appointment from a month previously. The "engineer " arrived and isolated the supply. When he left, he failed to restore the power to our freezer room, so when we arrived the following morning all the food had spoiled. Eventually we escalated the complaint to the Energy Ombudsman and he found in our favour and instructed IM Serve to pay £1403.61 for our losses. This has still not been paid. In the investigation IM Serve admitted they don't use trained electricians. Obviously if you are considering using them remember THEY DON'T HAVE ANY TRAINED ELECTRICIANS.

Wish I could put 0

Stay clear if possible, they are the worst company to work with!

Had 3 phase meter install booked . Had to pay up front . Day and time of apointment came and went. No one turned up.The office could not reach the engineer, said they had spoken to his manager . Did not call back to update. Very disappointing , no choice but to get another appointment booked

Had so many texts and phone calls etc before installation to make sure that we would definitely be there, but failed to turn up within the two hour window. A wasted trip to open up our premises specially for this. Disappointing guys! Ill stick to manual meter readings.

The same problems reported by others are happenign with us. Cancellation after cancellation with a justification of the "engineer" is off sick. DO NOT USE them for any service.

Failed to turn up for scheduled appointments on 4 occasions! need I say more

New connection meter arranged with British gas. Contract was signed AFTER date for fitting meter was confirmed with IMServ. Date came and went. Heard nothing for weeks. Called them and was given nothing but excuses. Still no meter 6 weeks later. Generator running every day. Worrying thing is when would they have gotten in contact with me if I hadn't called them?!

Waited in half a day twice and no one showed up. When I raised this I was told that they did turn up but I wasn't in! The last email I sent was replied to three weeks later.

Had a smart meter fitted by this company, that was arranged by British Gas. They fitted the meter but then tripped all the electrics, so we had no power. The engineer was unable to get the power back on and left us with no electricity. I called the company who say they are not responsible, they fitted the meter and the meter is working so they are not responsible for anything that happens to the electrics while they fit the meter.

Twice they've made appointments to install a smart meter at my workplace. Twice I've been in for 8am and twice nobody has shown up. Utterly useless. Well I didn't think they could be any worse..how wrong was I! They finally turned up today. Opened the meter cupboard and asked, "where's the other one" I explained I only had the one. Silence followed by, "your not a pub are you"? After all this time they'd even got the wrong address too!

Paid British Gas to have a 3 phase isolator installed as part of the works on our community pub. After paying up front as required was emailed on 16/2 to say IMServ would carry the work out on their behalf and would contact me in 6 working days to arrange installation. I received the call on the 6th working day and after answering all the questions from IMServ was told that a booking couldn’t be made until they’d spoken to the technical team. Received no call back so rang again on 27/2 to be told the issue was that they had no trained engineer within 2hrs and would need to escalate it to mgmt. It’s now 9/3, no call back so rang them again, was told the situation was the same and they couldn’t see what had happened with the escalation, only that it had been escalated. The company is apparently based in Milton Keynes and we’re near Berwick Upon Tweed close to the Scottish Border. This looks like BG subcontracting to a company who can’t effectively manage the area they are responsible for and then make customers wait forever till a trained engineer has a number of jobs in the area so it!s cost effective for them. We were told the nearest qualified engineer was over 2hrs away, we’re fairly isolated but Edinburgh and Newcastle are only 60mins either side of us. Another example of a lean workforce that fails to meet customer needs?

Currently stuck on hold trying to find out if an engineer due half an hour ago is even on the way. Solid 1-star from me.

What a poor run company, the staff are ill trained and in return i have waited months for an appointment that needs to be changed because they didn't book it with the correct engineer. There is nothing they can do to resolve this unless they send someone today.

Like previous other comments here, we too have been trying to get a meter removed by IMServ via British Gas Business. We paid to have the meter removed from our business that has closed as we are receiving meter standing charges billed monthly despite not using any energy and no business running from the property. We paid British Gas Metering for meter to be removed in July 2022 and have not had any further contact from their contractor IMServ since. We have emailed British Gas billing to explain that we have endeavoured to get the meter removed to stop the monthly charges but they don't want to know !! We have contacted British Metering on at least 10 occasions via email and telephone call but cannot get any further forward with them or IMServ to get a date for removing the meter. A total scam where both companies want their cake and eat it by charging for meter removal and then not doing it while still continuing to put their hands into our pocket for monthly standing charges for the meter that we want removed. An absolute scam and a total disgrace !!!

Worst company ever….

Genuinely the most incompetent company we have ever had the misfortune of dealing with. If you're looking at using them don't, although if you're like us you probably can't avoid that.

I have been trying to change meter in my business premises since July 2021. IMServ engineers have come over 4 times and each time the reason why the meter hadn't been changed was different. I've been trying to get copies of their reports by email, but no reports were sent to me.

I had an appointment slot booked for 4pm-6pm had to take day off, no one turned up or called waited at the site for two and half hours . Very unprofessional extremely disappointed

Most unprofessional company!

We had a smart meter installed by IMServe, we paid for the installation at a cost of £714.00, it has never worked and they won't come and replace it. Had WPD metering out to inspect for our energy suppler and they confirmed faulty meter. Very poor customer service, absolutely do not recommend.

We work with Sharleen Riley on a weekly basis to support our client needs, she provided excellent customer service support as well as going the extra mile. Thank you again for your continued support. Nik H

Excellent customer service highly recommend IMServ. Friendly staff.

these guys are ringing for meter readings and we don't even belong to them lowlife tactics scamming there ways into new contracts avoid

AVOID TOTALLY USELESS Terrible company. Booked several appointments over about 8 months, booked time off work and no one ever turned up. Staff on the phone seem polite and helpful but clearly not very good at their jobs. Engineers had my phone number - assumed it was passed onto them by staff, so no excuses for not turning up.

Seriously great work from the guys over at IM-Serv. If you are a broker/consultant and you are not using their services to help your corporate clients then you are missing a trick.. Sharleen Riley is the agent you want to hope answers on the other end of the call. She will go no ends to help.

IMServ have always provided great customer service staff have been professional and very detailed in all there work. Account Manager Sharleen has a very talented approach maintaining a strong partnership benefiting our business.

Bad service dont use it

Very helpful staff in the Customer Care department, even with some complex queries which I have raised to them. Recommended

They handle all my AMR and Data Logger work. they work to strict systems but this ensures that the right things happen. very happy with the service.

I have worked with imserv in a professional manner for sometime now, the customer care team all ways go out there away so we can assist our clients.

We use them for our loggers across our place of work. We find them very professional and helpful!

Excellent company 👍🏻

If I could 0 stars I would. Booked in for a meter getting reneergised (basically putting in a few fuses in) and was charged £480. Called 10 mins after allocated appointment to find out where the engineer was. I was told they would call him to find out and call me back. No call back. 30 minutes later called again to be told they'd call him and call me back. No call back. Third and final call. 1 hour later I got a call back saying his IPAD wasn't working and he was 90 miles away and they'd need to book me in another appointment. Terrible organisation and communication. Avoid at all costs

Was always totally overloaded with work. Very stressful. Not nice to see other people stressed out.

Great at what they do