CET Avis 

The contractor who attended was knowledgeable, on time and very efficient

Completely Failed When We Needed Emergency Help

CET-UK (also known as CET Home Emergency Services) is supposed to provide out-of-hours assistance as part of our 24/7 home emergency cover, which we pay for through our insurance policy. Unfortunately, our experience was an exercise in futility.

We discovered a water leak that was dripping directly onto and around an electrical power socket. Concerned about both water damage and electrical safety, we contacted CET for emergency assistance. The person handling the call appeared to have little understanding of the seriousness of the situation. We were simply advised to put a bucket underneath the leak and wait until the morning for a plumber to attend.

When the CET-appointed plumber eventually arrived, they turned up late, took a few photographs, and then left without properly explaining what they had found or what would happen next. The entire visit felt unprofessional and provided no practical help. Even more concerning, the water supply was left running, allowing further damage to occur.

After receiving no meaningful assistance from CET, our insurance company ultimately advised us to find our own plumber to resolve the issue.

CET failed on multiple fronts: poor customer service, inadequate emergency advice, poor communication, and an ineffective contractor who did not address the problem. The service we received fell well below what anyone would reasonably expect from a company providing emergency home assistance.

Based on our experience, CET was a complete waste of my time. I would not recommend CET Home Emergency Services.

Good communication. On time. Courteous technician who did the job promptly and professionally

They sent out a plumber who was working as a drainage engineer to fix a blocked and leaking toilet. Blockage fixed he said that I need a plumber to fix the leak. Even though he was a plumber he refused to fix, left with a leak.
24 hrs later, they send a plumber who condemns the whole toilet in 5 minutes and leaves telling me to contact Privilege.
Call Privilege they ask what is actually wrong as CET never sent through report, I need to contact a plumber and report back.
I finally found a plumber to take a look at the job, via a sent photo he identified the issue and quoted £120 all in. He arrives and fitted a new pan connector in 15min, job perfect.
Complaining to CET appears to be a waste of time. Would not recommend.

Very rapid response and extremely polite and helpful engineer attended

Churchill were so helpful. From the moment I rang regarding my plumbing emergency they took over and organised everything. The engineer was really good and sorted the job very quickly. I cannot praise Churchill highly enough.

Call was answered efficiently, I was kept updated on when the plumber was coming and he arrived within the time frame. Could not ask for more.

Absolutely appalling service. Automated, restricted communication and false information provided. Wasted 2 days waiting to hear about appointment. At first, I was told next day, then received text message saying it would be the following day between 8am and 4.30pm, then a further message late the day before to inform me it was cancelled. Offered an appointment on the Friday despite me informing them I would be at work that day. Extremely poor communication and system. After second day, I asked to speak to a manager. 3 attempts later, spoke to Nollis who informed me i was not covered on insurance. I had made endless calls and wasted 2 days. Completely unacceptable. 😡
Ref: HE-1200151

Kept me informed with updates throughout the whole of the claim

Brilliant service. The engineer arrived within the given appointment time.
The repairs was carried out swiftly and efficiently.
Will surely recommend to friends and family.
Overall experience was top notch 👍🏾

Company acted quickly regarding our issue

Great and good

Had a leak from our cold water tank, discovered on a Sunday when we got up. CET is the contact through our house insurance for emergencies. They arranged an emergency plumber who came out at midday. The leak was stopped by the plumber who turned off the water supply to our cold water supply. He said he was unable to fix the original problem but it should be sorted on the Monday or Tuesday.

However, this did not happen. Unfortunately, by turning off the supply to the cold water tank, resulted in no hot water either as the hot water tank was fed from the cold water tank. Both tanks were empty by the Monday evening.

We kept phoning CET for a day when the plumber would be returning but could not get a definitive answer. However, after a long conversation on the Thursday morning we were informed the plumber would turn up the next day. Although, CIT phoned back later and said the plumber could come out on the Thursday afternoon. The plumber was very professional and sorted the problem very quickly.

But, I have docked a star as communication could have been better. On each occasion when we phoned CET, they were informed both my wife and I are in our seventies. Also, I am recovering from surgery so the water supply needed to be restored. Further, it was not safe as boiling water in a kettle had to be carried upstairs in the evening. Trouble was, every time you phoned CET, it was a different person you spoke to and you had to explain it all again.

It would not have been so bad if the plumber had not mentioned they would return the Monday or Tuesday. I don't think that was feasible, as it turned out, the process required the plumbing company to source parts and get permission from CET to complete the job under the insurance policy. So saying CET was not that fast in confirming the job was covered under the insurance. Took them a couple of days to do that.

However, the job was eventually completed satisfactory and the support staff at CET were very pleasant and sympathetic on the phone so I feel 4 stars is justified. CET and the plumbing company just need to improve customer communication.

Excellent professional service from courteous and friendly operatives.

Came out the next day when I had no water and solved the issue.
It was a fault with the water company meter even though they had been out the day before and said it was a problem between the meter and the house which the plumber told me it wasn't so I had to get the water company out and they found the problem.
If it wasn't for the plumber that came out I would have been stuck with no water.
Thank you CET for a prompt service and a knowledgable plumber

Lovely engineer. Explained everything.
Only reason didn't give 5 stars was had to wait for part. Only inconvenience was no hot water.
First visit - 16/6
Job completed on 18/6.

If your insurance company outsources their home emergency care to CET, be very afraid. They are a defensive middleman company that relies on robotic scripts, alters facts to suit their narrative, and displays a complete failure in their duty of care.

I had a failed radiator valve that caused a leak and dropped my boiler pressure to zero, leaving my family with no heating or hot water. Because I have premium home emergency cover, CET dispatched an engineer. Despite being informed of the problem he stated that this was unusual, he attempted to blindly tightening of the nut which made it leak worse when the water was turned back on. Apparently according to their response to my complaint - he made the leak “better”.

When the second engineer arrived later, he was quite astounded by the sheer visual evidence of the damage on the olive. Yet, the first operative simply walked away to "submit a report" for a basic 20-minute repair.

When I challenged this, a CET complaints handler was incredibly terse and unhelpful, claiming their "bare minimum" protocol is to simply isolate a component and walk away.

They have since issued a formal rejection letter claiming that home emergency cover does not include repairs to radiators - actively contradicting the explicit legal wording of the policy contract I hold.

To make matters worse, they even tried to fabricate a story that the boiler shutting down due to the dropped pressure was a "separate boiler leak claim" just to obscure their own delays.

Because CET failed to deploy a competent engineer with basic parts, my family was left stranded without heating or reliable hot water. My wife is an NHS nurse and a sepsis survivor who requires strict adherence to hygiene protocols to prevent life-threatening infection risks. CET completely ignored this vulnerability, leaving us to cycle the mains water tap on and off sporadically just to flush toilets.

Thankfully, after a long telephone complaint on the day, a second engineer turned up. He effortlessly completed a permanent, seamless repair in 20 minutes using a standard, trade-grade Pegler Bulldog Gen2 universal microbore kit - proving that 8mm microbore is perfectly standard domestic infrastructure and that CET's initial "parts drama" and delays were entirely artificial.

To top off their absolute lack of respect, a complaints handler asked for a convenient time to call me today. I explicitly stated the afternoon (PM) due to a morning full of business meetings. They phoned me at 8:45 AM anyway. They simply do not listen, do not care, and exist solely to pass the buck.

I have formally rejected CET's closure of this file and am bypassing them to escalate this directly to the principal underwriter for a Financial Ombudsman Service (FOS) adjudication. If you are an insurer looking for a reliable supply chain, or a consumer landed with CET, avoid them at all costs. An absolute disgrace.

I shall not be renewing my policy, and will use the company the second engineer works for since when eventually dispatched they do resolve most issues without incident. With this company it’s a lottery as to who you’ll get on the day.

UPDATE : it seems they want my reference number that was included. This generic response is so they get their numbers up for responding to negative reviews, however, it’s a meaningless response.

Received excellent service from reporting the fault, no hot water. Customer service kept me informed every step of the way. The engineer was polite and explained the issue clearly before promptly fixing it.

Fantastic service, great engineer

Josh Cook attended for ball value replacement causing overflow leak. He was professional, patient and respectful. He answered all questions, explained every step of the issue and resolution. He also helped us understand the boiler set up, how to save energy and water and ensured we were happy with the service. He went above and beyond.