PSE&G Criticized Over Storm Response in Englewood

Public Service Electric and Gas faced criticism and questions from Englewood residents over the company’s handling of Hurricane Sandy during a special city council meeting Wednesday night.

The meeting was called to review the city and utility company’s response to the massive storm, which caused widespread power outages across the region. Unreliable information and poor communication from the company were among concerns shared by residents who quizzed PSE&G regional public affairs manager David Hollenbeck at the meeting.

“My main concern is your communication. It’s lousy,” city resident Deborah Cloud told Hollenbeck.

Cloud said her neighbors used handsaws to remove a downed tree so a lineman could begin repairs. The utility worker, however, told her another work order was needed and left, she said.

Another resident, from Humphrey Street, said her area constantly loses electricity even with minor storms.

“We are in the same mess that you left us in last year. Why aren’t you taking steps to avoid this from happening?” the woman asked.

Hollenbeck pointed to PSE&G’s $150 million investment in ongoing work on the area’s electrical infrastructure, including upgrades to transformers and power substations in Teaneck. PSE&G has also trimmed trees near some power lines and brought in about 5,000 out-of-state workers to join 700 employees in responding to outages from Sandy.

The storm knocked out power to 1.7 million of PSE&G’s 2.2 million electric customers, according to the company.

“Barring these events, which we’ve had four in the recent years, we are the most reliable utility in the nation,” Hollenbeck said.

PSE&G was also making efforts to improve customer service and communication, he said. An automated system incorrectly telling customers their electricity had been restored was shut down, and the company was active on social media.

“I think we’ve taken those first steps by planning over the last few years and putting these things into place,” he said.

Englewood faced widespread power outages through the storm, but city government remained functional, Mayor Frank Huttle said. Emergency management officials mobilized early and the mayor praised city responders.

City officials activated a 24-hour emergency operations center and pulled extra shifts to manage the storm response, according to Deputy Police Chief Lawrence Suffern, the emergency management director.

Huttle said he was working to create a volunteer corps of local organizations to help keep residents informed using “old fashioned” methods, including emergency chain letters. The city has also used emails, text messaging and social networks to keep residents updated.

“We have horrific superstorms that have power to devastate and render our utilities and our core services inoperable for days or weeks and put all of our residents in harms way,” Huttle said. “We must prepare ourselves.” 

Follow Englewood-Englewood Cliffs Patch on Facebook and Twitter or subscribe to our free daily newsletter. News tip? E-mail englewood@patch.com