Cadent Avis 

The gentleman who came to my house when my carbon monoxide alarm was ringing was very helpful and understanding, and cheerful despite it being close to midnight! The person I spoke to on the phone was also understanding when I didn't have much knowledge around what he was asking me. Thanks!

relacement of steel gas mains with plastic in Elmstead, Essex,, lack of updates & information from cadent during the process but the team from sCape doing the work were most helpful and considerate including working well past nine o,clock in the evening to get us reconnected,, thanks to Joe, Sam, Jack, Nick and their team,,

Cadent sorted out my new meter and gas supply,they were polite,efficient and helpful.They seemed to enjoy their job.
Thankyou

Cadence doing pipe replacements in my street regularly block the road leave diggers parked dangerously.Have no consideration for residents who some are elderly can’t get out of the street because they block it with their big trucks as of this week the only other access out of the street has been closed because of a large water leak leaving us trapped in no bin collections . And if there was an emergency situation no emergency services would be able to attend. I appreciate you have a job to do but the inconsiderate attitude of your staff is unacceptable.

Cadent gas have fitted a gas pipe to my house exposed and in a position that has previous been hit by a car. When I have rang to complain I had no response. When I rang again they claimed that I had spoken to a member of their staff which I had not, and said they they would exculate it to a manager who will contact me. This has not happened.
Cadent Gas have left me scared for my safety in my home and this is, I believe, negligence on their part.
They have acted without proper thought and planning and ignored my calls.
I shall be seeking advice to take this further to ensure my house is made safe again.

Many thanks to Craig - Nottingham Cadent. I reported emergency gas leak (meter location) in my house today just after 7:30am. He was working on the problem by 8am, he was very polite, clearly explained the technical issues, conducted all the necessary safety tests and promptly diagnosed problems. He then rectified leak sites, completing repair by replacing faulty meter, the main source of gas leak. He completed the job most competently and efficiently within an hour or so. Very pleased, can't praise his professionalism enough. Alex from Nottingham.

Extremely disappointed. No updates on ongoing gas issue. Useless customer service teams that refuse to update also. Left without gas with no notification and no indication when will come back on

Not the best company when they decide to close the A13 near sadlers farm roundabout, which has caused my 35 minute journey home after work to be at least 3 hours. maybe they should think about paying the locals some form of compensation for the massive disruption to people's lives for 3 weeks

Absolutely brilliant. Came immediately and unfortunately had to cut off our gas until Octopus came but this kept us safe. But, they were fantastic, friendly, informative and just overall knew the job inside out. Our engineer was excellent.

I could smell gas so rang the emergency telephone number.
Within 30-40 minutes the engineer arrived.
Polite, informative and clean, he identified and fixed the problem within the hour.
Im very grateful and appreciate the super fast response, and of course fixing the leak.
Thank you.

Cadent moved my meter on Tuesday 21st July. This was to rectify a ‘not to regulations and potentially unsafe built over supply’. By chance on Friday 24th July, I happened to have electricians in my home. During that visit, the electrician advised us that the meter is not installed to regulations and is potentially unsafe due to a lack of earth bond.
This was reported to Cadent immediately 10am that day. The agent told me that this would be reported as urgent and I would get a call back. I didn’t so approximately 4 hours later I called again. The agent told me, “…all reported to another team, sorry we can’t do anything until they respond...”, will chase again for you. She also advised that “we do return to rectify such situations so not to worry”, though she admitted not knowing what the risk is to me and my family.

Today 28th July, one week on, I still have a “not to regulations and unsafe supply” and as it is 2 days since I made contact and no response, so I raised a complaint today.

“…It appears that you have replaced an unsafe installation with an unsafe installation and appear uninterested in this situation. It must be said, installing a meter on the wall, inside my property, with exposed pipes doesn’t feel very safe either, given it’s now vulnerable to physical knocks...”

To be fair Cadent called within a few hours of that complaint being raised. The basic message they came back with it’s not our problem and your safety is not our concern, only your gas safety. Cadent complaints stated that it is the homeowner’s responsibility to fit an earth bond; that the engineer should have left a card. I asked repeatedly how I am supposed to know and why isn’t it written in letters six foot high at every contact point, no response, just regurgitated the same lines. The surveyor who attended made no mention, the confirmation letter I received made no mention, the engineers made no mention; but its up to me to make this safe. This is also despite their built-over-team agent telling me that they do come and fit earth bonds when they are missed.

The Cadent complaints team certainly don’t care and seem totally uninterested in “my” problem. Regurgitated a script that we do the gas, and the homeowner is responsible for the rest. Oh, and if I want them to, they will investigate the circumstances, but they will remain confidential due to data protection.

They can send 7 vans (yes seven) to my property to make gas safe but not send an electrician and leave just as big a risk without informing the homeowner of the risk they are creating. How can a Company insist on making something safe and not leave it safe, it cannot be right. I am sure any judge would agree it is a reasonable assumption that the installation would not be left in an unsafe state.

I am clearly not alone, seeing the other similar review recently and I echo their sentiment - ““you do not have an earth (bonding) cable connected to your gas meter, your home's gas pipework is missing its Main Protective Bonding. This setup is considered potentially dangerous because a fault in your home's electrical system could cause the metal gas pipes to become live.” Someone tell me why they are allowed to change the meter’s position and not earth bonded it putting lives at risk?”

I was unhappy with what they did. They did it again, differently, so I was happy. Thanks for listening.

There are 4 way traffic lights on the roundabout where I live,my road is a 5th road.This morning with no warning whatsoever the entance is blocked from all directions.The only way to get in or out is to stop get out of the car and move the witches hats,obviously cars behind you who have queuing for ages go crazy,there is a serious accident here waiting to happen.

Property still left at risk of explosion 7 weeks on. After all reviews, communication, false promises the risk continues and Cadent will put a reply to contact them, but thats a normal response, but apart from apologising and promising to get sorted it continues. Last response was an external contractor will fit earth bond next week before 8am. I called to ask what day Thursday but no day confirmed or a call back to confirm day, so not holding breath as I work nights and may not be available.

Selling our house; buyer's surveyor queried safety of mains gas connection. I calledCadent for information.
1 Phone answered quickly (unusual for big companies)and registered the query.
2 They then requested pictures of our external meter.
3 Less than 4 hours from yhe call they confirmed from their database that the supply pipe was plastic and not metallic so the electrical hazard highlighted by the surveyor was incorrect and the connection wasperfectly safe.
Very professional and efficient service.

Excellent service recieved today, did not get the gents name but super friendly and got the job done for us! great job!👌

Your service was excellent you came within the hour sorted the problem.
The phone staff also excellent a quick to get correct depart ment

Extremely disappointed with the service from Cadent. Our gas supply was disconnected due to street repair works in Luton, and we have now been without gas for cooking, heating and hot water for over 3 days.
We called Cadent twice on the first day and 5–7 times the following day. Every single time we were told a supervisor would call us back — not once has anyone actually called back. No engineer has been sent, no timeline has been given, and there has been zero proactive communication about when this will be resolved.
For a company responsible for essential gas infrastructure, this level of unresponsiveness is unacceptable, especially when households are left without heating and hot water for days on end. We're now having to escalate to Ofgem and the Energy Ombudsman as Cadent have given us no other option.

They done works outside last September 25, and had to enter my property to turn off my gas meter, and when works had finished to enter and turn it back on. When they turned it on I said to him “ is there anything I need to do or anymore you need to do “ and he said “no it’s all done “ and then left. June of 26 I had to have my gas meter switched off because I needed some work done in my gas cooker, the gas engineer who was working on my cooker said “ did you know you had two leaflet’s left on your gas meter advising you to get an engineer out because you don’t appear to have earth bonding “ this is very dangerous and a legal requirement and was a gas safety warning leaflet! And says on the leaflet I should have been handed it and made aware! I have recently been in touch with cadent about this, and I have been told the managers will be informed. Basically poo hooing it! This has put me and my family at risk! Bad unprofessional useless shoddy workmen!!

We have been without gas since 7:00 AM this morning due to the ongoing gas pipe upgrades in our area. Despite making several calls throughout the day, we have not received any clear answers or updates, leaving us unable to cook or have access to a warm shower.
This work was originally meant to be completed by 3rd July, yet it is still ongoing. Monday was effectively a write-off, as we were informed that the majority of staff were unavailable due to the football, which is extremely unprofessional.
I have now been told that my vulnerable husband may have to wait until tomorrow if we do not receive a response by 8:30 PM this evening. This is completely unacceptable. We urgently require a clear update and immediate resolution.
Sadly, there appears to be no sense of urgency when it comes to supporting vulnerable customers, and based on this experience, I would not recommend using this company.